Pengukuran Beban Kerja Operator Call Center PT. X (Third Party Administrator) Untuk Menentukan Jumlah Operator Call Center Optimal

Hendrawan, Haryoko (2018) Pengukuran Beban Kerja Operator Call Center PT. X (Third Party Administrator) Untuk Menentukan Jumlah Operator Call Center Optimal. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

PT.X (PT.X) merupakan leading company dalam perusahaan third party administrator (TPA). PT.X menjalankan proses bisnisnya PT.X sangat mengandalkan peran Call Center sebagai penghubung antara peserta asuransi dengan rumah sakit. Karena itu peran operator Call Center sangat penting dalam proses bisnis PT.X Thesis ini akan melakukan penelitian workload analysis untuk menghitung jumlah operator Call Center di PT.X saat ini sudah cukup, ada indikasi bahwa beban kerja operator Call Center di PT.X besar. Penelitian ini akan menggunakan metode stopwatch time study dan NASA-TLX unuk beban kerja mental. Penelitian juga akan melihat perbandingan penggunaan metode Erlang-C dan Full Time Equivalent dalam menghitung jumlah pegawai yang dibutuhkan. Dari hasil penelitian akan diketahui bahwa beban kerja fisik dan mental akan berbeda di masing-masing tim dan masuk dalam kategori berat karena jumlah operator tidak optimal. Dalam penelitian ini juga akan diketahui bahwa dalam kasus PT.X lebih metode perhitungan lebih cocok menggunakan metode FTE dibandingkan dengan menggunakan metode Erlang-C dalam menghitung jumlah operator Call Center karena jumlah operator yang kecil sehingga membuat tingkat error metode Erlang-C lebih tinggi. ===================PT.X (PT.X) are leading company Third Party Administrator (TPA) businesses. PT.X services product is really broad and their business processes is really complex. PT.X very depends on their Call Center operator as their connector between insurance member and the hospital. Thats why Call Center operator performance is affected their company performance. In this thesis, will be conducted a research of workload analysis to measure the workload (physical and mental) using stopwatch time study and NASA-TLX .After the workload is measured it will be the pivot for calculating the numbers of operator needed based on the workload measurement result. And in this research there will be comparison between calculating Call Center operator needed using Erlang-C and Full Time Equivalent method. From the result of this study its know that some team have different workload (phsyical and mental) than the other team because the operator is not sufficient, and the best method for calculating operator needed in this case is using Full Time Equivalent method because Erlang-C method have higher error rate in small scale call center.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Workload Analysis, Stopwatch time study, Full Time Equivalent (FTE), NASA-TLX, Erlang-C
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis
Depositing User: Haryoko Hendrawan
Date Deposited: 31 Dec 2018 03:00
Last Modified: 31 Dec 2018 03:01
URI: http://repository.its.ac.id/id/eprint/53418

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