Design of an Integrated Procure-to-Pay Workflow System Using Soft Systems Methodology: A Case Study at Bumi Menara Internusa, Ltd

This research aimed to diagnose operational deficiencies within the Procure-to-Pay (P2P) cycle at Bumi Menara Internusa, Ltd and to design an integrated workflow system to strengthen management control. The existing P2P process was characterized by fragmented administrative procedures, limited process visibility due to the reliance on manual paper-based logbooks, and frequent document returns resulting from clerical errors during the early stages of document processing. This study employed a qualitative case study design using the seven-stage Soft Systems Methodology (SSM) framework. Data were collected through direct observation, in-depth interviews, and document study. The analysis was conducted by mapping the problem situation through a Rich Picture, formulating a CATWOE-based Root Definition, developing a conceptual model, and translating it into a System Design Blueprint. The findings indicated that the primary operational breakdown was caused by information silos between the Purchasing Division and the Accounts Payable Department. As a solution, this study developed the Purchase Document Management System (PDMS), a cloud-based digital tool that integrated real-time document tracking, digital compliance validation (three-way matching), access control governance (Role Matrix), and a performance monitoring dashboard, accompanied by an operational manual book. The feasibility assessment indicated that the proposed system was conceptually appropriate and operationally feasible for improving document control, enhancing workflow transparency, and supporting more effective management control within the Procure-to-Pay cycle, effectively mitigating document return risks and improving process efficiency through automated control. Therefore, the enterprise was recommended to utilize this tracking system and operational manual book to sustainably reinforce management control over the P2P workflow.