OISAA Journal of Indonesia Emas OISAA J. Indones. Emas, 4, 2020, 27-31 27 BUSINESS PROCESS DEVELOPMENT OF SUPPLY CHAIN SYSTEM ON E-COMMERCE LOGISTICS PROVIDER THROUGH QUALITATIVE STUDY Zakka Ugih Rizqi*, Adinda Khairunisa Department of Industrial Engineering, Universitas Islam Indonesia *ugihzakka@gmail.com ABSTRACT E-commerce is growing rapidly in Indonesia. In fact, the number of e-commerce transactions in Indonesia is the largest in Southeast Asia in 2019. This has a major impact on logistics service providers because the e-commerce trading system requires logistical intermediaries between sellers and buyers. Therefore, logistics companies are developing rapidly to achieve this opportunity so that each company competes to become the best logistics company. Companies become competitive if they have a good business process. So that the effectiveness and efficiency of the supply chain are two important things so that the company becomes sustainable. This research is basically qualitative study where the business process development of PT Z is carried out to enhance the efficiency and effectiveness of the supply chain through Focus Group Discussion (FGD) and Benchmarking. Through a systematic process, more effective and efficient business process are obtained from the perspective of information flow, financial flow, and flow of goods. Keywords: E-Commerce, Business Process, Qualitative Study, Supply Chain Received 20 February 2020 Accepted 25 May 2020 Available online 24 June 2020 INTRODUCTION E-commerce is now a trading system that is used by almost people in the world. In Indonesia, E-commerce is growing rapidly that makes the e-commerce transactions in Indonesia to be the largest in Southeast Asia in 2019 to reach US $ 21 billion (1) and it is projected to have a positive trend (2). This has a big impact on logistics providers, considering that the e-commerce trading system requires logistics services between sellers and buyers (3). Every logistics service provider company or Third-Party Logistics (3PL) competes to improve its supply chain system in order to increase customer satisfaction. Customer satisfaction is obtained when the 3PL company can ensure delivery of goods ordered by customers so that they can be delivered on time, on product, on quantity, on price, on recipient, and on quality (4). Therefore, the effectiveness and efficiency of the supply chain are very important for 3PL companies to survive and grow. In this study, the development of e-commerce business process at PT Z as a logistics company in Indonesia was carried out to enhance the efficiency and effectiveness of the supply chain through qualitative study. Qualitative study is a form of analysis that is based on experience, trust, and interpretation from the perspective of each individual that aims to describe the issue systematically and then generate new concepts (5)(6). The method used is Focus Group Discussion (FGD) and Benchmarking. FGD is a method for obtaining data/information through the social interactions of a group of individuals who in that interaction, fellow individuals influence one another (7). While benchmarking is a tool for comparing competitive advantages between companies so that superior performance is obtained (8)(9)(10). Through these methods, broader insights and ideas will emerge in groups of individuals in