Analisis Evaluasi Kinerja Operasional Perusahaan XYZ Corporation e-Commerce Enabler Singapura Menggunakan Metode Analytic Network Process

Sohwa, Adelia RIsma (2022) Analisis Evaluasi Kinerja Operasional Perusahaan XYZ Corporation e-Commerce Enabler Singapura Menggunakan Metode Analytic Network Process. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Salah satu bentuk dari outsourcing dalam bidang e-commerce ialah E commerce Enabler yang merupakan penyedia jasa layanan digital dengan end-to end solution dimana menyediakan solusi sebagian hingga penuh dalam melakukan penjualan online pada berbagai platform e-commerce yang tersedia dalam meningkatkan efisensi pengoperasian toko dalam memberikan pelayanan ke konsumen dan pemasaran secara digital. Salah satunya ialah XYZ Corporation yang merupakan perusahaan E-commerce Enabler yang berada di Singapura. Terdapat berbagai keterbatasan operasional pada XYZ Corporation yaitu proses bisnis yang dilakukan secara manual dan sederhana tanpa adanya intergrasi antar proses bisnis yang secara tidak langsung memengaruhi performa perusahaan. Hal tersebut yang menjadikan munculnya berbagai macam komplain mengenai ketidaksesuaian harapan klien dengan kemampuan perusahaan dalam memenuhi demand konsumen karena adanya penurunan performansi toko online mencapai 50% dan 3 penalty points dalam waktu hanya 1 hari. Apabila hal tersebut dibiarkan secara terus menerus maka seluruh client akan kehilangan para pelanggan dan kalah dalam persaingan pasar. Begitupula dengan XYZ Corporation akan kehilangan client dan mengalami kerugian. Maka dari itu, pada penelitian ini akan dilakukan evaluasi kinerja dengan menggunakan metode Analytic Network Process (ANP) berdasarkan dari proses bisnis perusahaan yang disusun menggunakan service blueprint. Berdasarkan hasil penelitian bahwa bobot evaluasi prioritas dari struktur hierarki kriteria pada proses backstage action memiliki bobot tertinggi sebesar 59% dengan performance score sebesar -1.88%, frontstage action dengan bobot 17% menghasilkan performance score sebesar 1.45%. Sedangkan pada support action dengan bobot 15% menghasilkan performance score sebesar 0.19%, dan customer journey dengan bobot 9% menghasilkan performance score sebesar 0.6% sehingga menghasilkan overall performance score sebesar 0.36%. Pada penilitian ini menghasilkan usulan rekomendasi berupa content guidebook yang berisi langkah langkah memperbaiki kinerja perusahaan dan juga dashboard performance logging untuk mempermudah dalam melakukan pencatatan dan monitoring kinerja.
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One form of outsourcing in the field of e-commerce is E-commerce Enabler, a digital service provider with end-to-end solutions that provide partial to complete solutions in conducting online sales on various e-commerce platforms available to increase store operation efficiency in providing services to consumers and digital marketing. One of them is XYZ Corporation, an E-commerce Enabler company based in Singapore. There are various operational limitations at XYZ Corporation. Business processes are carried out manually and without any integration between business processes that indirectly affect the company's performance. This resulted in various complaints regarding the incompatibility of client expectations with the company's ability to meet consumer demand due to a decrease in online store performance by about 50% and three penalty points in just one day. If this is allowed to continue, all clients will lose customers and fail in market competition. Likewise, XYZ Corporation will lose clients and suffer losses. Therefore, in this study, a performance evaluation will be carried out using the Analytic Network Process (ANP) method based on the company's business processes that are compiled using a service blueprint. Based on the results of the study, the priority evaluation weight of the hierarchical criteria structure in the backstage action process has the highest weight of 59% with a performance score of -1.88%, frontstage action with a weight of 17% produces a performance score of 1.45%. While the support action with a weight of 15% produces a performance score of 0.19%, and customer journey with a weight of 9% produces a performance score of 0.6% resulting in an overall performance score of 0.36%. This research produces recommendations in the form of a content guidebook containing steps to improve company performance and also a performance logging dashboard to make it easier to record and monitor performance.

Item Type:	Thesis (Other)
Additional Information:	RSG 621.367 8 Rah a-1
Uncontrolled Keywords:	Analytic Network Process, Dashboard Performance Logging, E�commerce Enabler, Evaluasi Kinerja, Service Blueprint
Subjects:	H Social Sciences > HF Commerce > HF5549.5.P35 Performance standards
Divisions:	Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Geomatics Engineering > 29202-(S1) Undergraduate Thesis
Depositing User:	- Davi Wah
Date Deposited:	01 Dec 2023 06:07
Last Modified:	01 Dec 2023 06:53
URI:	http://repository.its.ac.id/id/eprint/105236

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