Advancing IT-Business Relationship Management: A Case Study of a Multi-National Company in Indonesia Using Soft Systems Methodology
List of Authors
Achmad Fajar Hendarman, Akbar Gani Ardhi
Keyword
IT-Business Alignment, Business Relationship Management, IT Maturity, Soft Systems Methodology, Governance, Organizational Transformation, Strategic IT Management
Abstract
Strategic IT management is critical for achieving organizational success, especially through the alignment of IT capabilities with business objectives. This study examines the Business Relationship Management (BRM) maturity at PT NID, an Indonesian subsidiary of a multinational corporation, which underwent significant organizational transformation under Project Tigo. Using Soft Systems Methodology (SSM), known for addressing unstructured challenges, the research identifies key gaps in governance, communication, and partnership maturity that hinder IT’s integration as a strategic partner. The study uses the combined methods of qualitative and quantitative research, to evaluate BRM maturity across six factors of the Strategic Alignment Maturity Model (SAMM). The study reveals challenges at PT NID after transforming into BRM such as fragmented IT governance, cultural resistance from both the IT and business, and insufficient communication mechanisms that limit IT to act as a strategic partner to achieve business objectives. By applying SSM, the study develops actionable insights to bridge these gaps, emphasizing cultural transformation, robust governance, and proactive communication strategies. These findings offer valuable lessons for organizations striving to enhance IT-business alignment and contribute to the literature on BRM and systemic methodologies in complex organizational contexts.