Sipoetra, Rieki Trisno (2025) Peningkatan Usability Dashboard Customer Profitability Analysis Menggunakan Quality Function Deployment dengan Metode PIECES dan IPA: Studi Kasus di Bank Rakyat Indonesia. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Bank Rakyat Indonesia sebagai salah satu pelaku bisnis wholesale telah memiliki Dashboard CPA, sebuah aplikasi sebagai alat analisa deskriptif dan monitoring kontribusi nasabah korporasi. Dashboard CPA telah mengalami penyempurnaan sebanyak tujuh kali dengan fokus pada penambahan fitur pada segi komponen finansial. Namun demikian, data yang bersumber dari unique user log hit aplikasi menunjukkan bahwa hanya sekitar 57% dari seluruh user terdaftar yang melakukan akses ke aplikasi. Hal ini disinyalir bahwa proses improvement yang selama ini telah dilakukan belum mengakomodasi harapan dan kebutuhan user bisnis. Penelitian ini bertujuan menjembatani kebutuhan dan harapan user untuk diterjemahkan menjadi aspek iterasi pengembangan berikutnya. Kebutuhan dan harapan user aplikasi dihimpun menggunakan framework PIECES dan dianalisa perbandingannya menggunakan framework Importance Performance Analysis (IPA). Hasil dari analisa ini disusun menjadi input pada House of Quality pada model Quality Function Deployment (QFD). Framework PIECES digunakan karena memiliki aspek kekhususan yang cocok diterapkan pada analisa sistem pada industri perbankan, sementara IPA dipilih karena dapat memberikan identifikasi perbandingan tingkat performa sistem dan harapan user, selain itu model QFD digunakan untuk membentuk landasan terstruktur sebagai dasar proses perbaikan berkelanjutan. Hasil penelitian ini dapat digunakan sebagai dasar pembentukan dokumen development business requirement pada iterasi pengembangan selanjutnya sehingga dapat meningkatkan penggunaan aplikasi Dashboard CPA.
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As one of nation’s leading wholesale business actor, Bank Rakyat Indonesia already have a descriptive analytics and monitoring tools in form of CPA Dashboard. On its journey, CPA Dashboard has already been improved seven times, in which focused only on financial component aspects. However, the application’s unique user log hit data shows that only about 57% of registered users were actively accessed the system. It is suspected that the improvement process carried out have not yet fulfill business user needs. This research aims to break the gap between user’s experience and expectations. The application user needs collected with PIECES framework and analyzed with the Importance Performance Analysis (IPA) framework. The result of this analysis will be created as an input of Quality Function Deployment (QFD) model. The PIECES framework is used because of its specific aspects that suitable to be implemented on system analysis on banking industry, while IPA framework is chosen because its capability to compare the system performance against user needs, on the other hand the QFD model is used to build a structured foundation of continuous improvement process. All and all, the resulting output of this research could be used as a development business requirement document for the upcoming improvement iteration journey to elevate the usage of CPA Dashboard.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Dashboard CPA, PIECES, Importance Performance Analysis (IPA), Voice of Customer, Quality Function Deployment (QFD) |
| Subjects: | T Technology > T Technology (General) > T58.8 Productivity. Efficiency T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) T Technology > TS Manufactures > TS170 New products. Product Development T Technology > TS Manufactures > TS171 Product design T Technology > TS Manufactures > TS176 Manufacturing engineering. Process engineering (Including manufacturing planning, production planning) |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Rieki Trisno Sipoetra |
| Date Deposited: | 02 Jun 2025 08:15 |
| Last Modified: | 02 Jun 2025 08:15 |
| URI: | http://repository.its.ac.id/id/eprint/119109 |
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