Nugraheni, Wahyu (2018) Identifikasi Critical Success Factors Pengelolaan Distribusi Retail Energi Listrik Di PLN Unit Layanan Salatiga. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Energi listrik merupakan salah satu kebutuhan manusia yang sangat penting dan tidak dapat ditinggalkan dari kehidupan sehari-hari. PT PLN Persero memenuhi 78 persen kebutuhan listrik di selutuh Indonesia, sisanya sebanyak 22 persen dipenuhi oleh pihak swasta. Saat ini, PT PLN Persero mengadakan pilot project distribusi retail energi listrik yang disebut service point. Hasil yang diharapkan dari pilot project adalah untuk mendapatkan bentuk layanan distribusi retail energi listrik terbaik yang berarti menjamin kepuasan konsumen dan mendukung kinerja yang efisien bagi PLN. Penerapan service point di PLN Unit Layanan Salatiga merupakan satu-satunya proyek percontohan yang berhasil dan masih diterapkan hingga saat ini. Namun, selama lima tahun berjalan belum ada evaluasi yang dilakukan untuk mengetahui sejauh mana keberhasilan service point tersebut. Oleh karena itu, perlu diketahui critical success factors (CSF) dan evaluasi dari pelaksaaan service point. Metode yang digunakan dalam penelitian ini adalah Analytical Hierarchy Process (AHP) dimana dalam menentukan CFS memerlukan pembobotan oleh expert untuk menilai success factor (SF) yang telah dikelompokkan menjadi empat perspektif balanced scorecard (BSC). Hasil penelitian menggunakan metode AHP menunjukkan CSF dengan prioritas tertinggi berdasarkan masing-masing perspektof adalah beban kerja pegawai pada perspektif lerning and growth, pengawasan pelanggan pada perspektif customer, pengawasan teknis pada perspektif internal business process, dan rencana kerja anggaran perusahaan pada perspektif financial. Sedangkan hasil evaluasi menunjukkan bahwa sebagian besar CSF belum terlaksana dengan baik dan memerlukan perbaikan. Hal tersebut didasarkan pada pengelompokan CSF ke dalam traffic light dimana sebanyak 12 CSF perlu mendapatkan perbaikan, serta hasil nilai GAP sebanyak 10 CSF masih bernilai negatif.
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Electrical energy is one of the most important human needs and can not be abandoned from everyday life. PT PLN Persero meets 78 percent of Indonesia's total electricity needs, while the remaining 22 percent is covered by private parties. Currently, PT PLN Persero holds a electricity distribution pilot project called service point. The expected result of the pilot project is to obtain the best retail electrical energy distribution service which means to ensure customer satisfaction and support efficient performance for PLN. The implementation of service point at PLN Unit Layanan Salatiga is the only successful pilot project and still implemented until now. However, during the five years running, there is no evaluation to find out how successful the service point is. Therefore, to be able to conduct an evaluation, the critical success factors (CSF) from service point must be known. The method used in this research is Analytical Hierarchy Process (AHP) to assess success factor (SF) which have been grouped into four perspective balanced scorecard (BSC). The result of this research shows that CSF of service point based on every perspective are the workload of employees in learning and growth perspective, customer supervision in customer perspective, technical supervision in internal business process perspective, and budgeting in financial perspective. The evaluation results show that most of the CSF has not been implemented properly and require improvement. It is based on traffic light grouping that 12 CSF needs to get improvement and the GAP value of 10 CSF are negative.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSMB 658.401 2 Nug i-1 3100018074520 |
| Uncontrolled Keywords: | analytical hierarchy process; balanced scorecard; critical success factor; service point |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.23 Decision making. Business requirements analysis. T Technology > T Technology (General) > T58.62 Decision support systems |
| Divisions: | Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis |
| Depositing User: | Wahyu Nugraheni |
| Date Deposited: | 07 Mar 2018 06:23 |
| Last Modified: | 07 Jul 2020 07:27 |
| URI: | http://repository.its.ac.id/id/eprint/49872 |
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