Article Per Year (5 Year)
p-Index From 2021 - 2026
2.218
P-Index
This Author published in this journals
All Journal Seminar Nasional Aplikasi Teknologi Informasi (SNATI) Teknik dan Ilmu Komputer Jurnal Edukasi dan Penelitian Informatika (JEPIN) Journal of Computer Science and Informatics Engineering (J-Cosine) Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal Journal of Information Systems and Informatics Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Ekonomi dan Bisnis Kontemporer Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen Jurnal Ilmiah Ilmu Terapan Universitas Jambi Citra Delima Scientific journal of Citra Internasional Institute JuTISI (Jurnal Teknik Informatika dan Sistem Informasi)
Marcel Marcel
Unknown Affiliation
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Health Professions Industrial & Manufacturing Engineering Nursing Public Health Social Sciences

Published : 21 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 21 Documents
Search

 1   2   3 
INFORMAL COORDINATION AS SHADOW WORKFLOW: REWORK AND PROCESS FRICTION IN A SMALL FIRM IT ACCESS Marcel, Marcel; Marzuqi, Tubagus Ahmad
Jurnal Ilmiah Ilmu Terapan Universitas Jambi Vol. 10 No. 2 (2026): Volume 10, Nomor 2, April 2026
Publisher : LPPM Universitas Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22437/jiituj.v10i2.53984

Abstract

This study examines how operational rework appears in internal access management in a small technology consulting firm in Jakarta, where work processes are still loosely organized. Using a mixed methods approach, the study reviewed 97 operational cases across six months and combined them with interviews with people directly involved in handling access issues. The analysis focused on access requests, password resets or account recovery, and escalations or handoffs, not general service complaints. The results show that the biggest burden comes less from the technical fix itself and more from three transition points: moving cases from WhatsApp to formal channels (41%), waiting for approval (48%), and handing cases to another person in charge (37%). Access requests faced the strongest approval barriers, while escalations and handoffs created the most repeated clarification, case transfers, and cases returning after they seemed finished. The interviews also show that WhatsApp often works as a shadow workflow: fast at the start, messy later when the initial context is not fully recorded, approvals depend on certain intermediaries, or a case looks closed even though the solution is only temporary. The novelty of this study lies in its practical view of rework through three layers, namely entry friction, processing friction, and closure distortion, along with a lightweight diagnostic that small companies can use to spot process waste without needing a complex evaluation system.
Co-Authors Alexander, Jessica Amelia, Fitra Amyou Amyou Aotearoa, Garpepi H. Aotearoa, Garpepi Hanief Arman Arman Azhar, Nur Chalik Bakkara , Gegorius Cristian Candra, Nicholas Kisu Christian, Juan Christian, Neil Cynthia Hayat Cynthia Hayat Derry Susilo Endi Putro Erick, Erick Heriyanto Heriyanto Herman Nurtjahjo Jeffry Jeffry Kristiani, Evelline Kristiyani , Wenny Lai, Agnes Cynthia Marzuqi, Tubagus Ahmad Monica, Katherin Mudita, Damida Shu Nicolaas, Leslie Patricia Calindra Perangin Angin, Prasasti Ping, Kory Keith Pratama, Dimas W. Purwati, Diah Indah Putra, Andiko Damar Putratama, Andhika Putri, Intan Triana Rajkawel Rajkawel Ramulia, Kevin Rianto Nurcahyo Rifani, Rifani Setiawan, Theodorous Stevanus Vin Cent Yudhi Windarto