Penjadwalan Operator Call Center Dengan Metode Integer Linear Programming, PT. PLN (Persero) Area Pelayanan Surabaya

Atika, Medya Sari Rachma (2015) Penjadwalan Operator Call Center Dengan Metode Integer Linear Programming, PT. PLN (Persero) Area Pelayanan Surabaya. Undergraduate thesis, Institut Technology Sepuluh Nopember.

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Abstract

Penjadwalan operator call center merupakan suatu permasalahan mengenai penentuan shift kerja operator serta jumlah perator yang bertugas didalamnya. Penjadwalan operator call center sangat penting dilakukan oleh perusahaan karena berpengaruh terhadap performasi call center baik secara kualitatif maupun kuantitatif. Ketepatan penjadwalan akan memberikan keuntungan bagi perusahaan, antara lain performasi operator yang maksimal dalam melakukan pelayanan dan penggunaan operator secara efektif dan efisien. Pelayanan yang maksimal akan meningkatkan loyalitas pelanggan, sedangkan pelayanan yang buruk akan memberi citra yang buruk dimata pelanggan. Penjadwalan operator call center diselesaikan dengan metode integer linear programming. Fungsi objektif metode integer linear programming ialah meminimalkan total jumlah operator yang digunakan dalam satu hari. Variabel keputusan terdiri dari jumlah operator yang bekerja pada masing-masing shift. Konstrain dari model integer linear programming antara lain operator on duty yang minimal berjumlah sesuai dengan kebutuhan operator di setiap interval jam, jumlah operator on duty yang tidak boleh melebihi kapasitas call center, seluruh variabel keputusan bernilai integer dan bernilai positif. Model Integer linear programming dikembangkan dengan mempertimbangkan ketentuan perusahaan yaitu adanya jam istirahat. Rekomendasi perbaikan didapatkan dari hasil penyelesaian model integer linear programming berupa shift yang digunakan dalam satu hari (24 jam) dan jumlah operator call center yang bekerja dalam shift tersebut ========================================================================================================== Scheduling call center operators is problem to determine operators shift and number of operator in each shifts. Scheduling call center operators is very important for company because that will take effect to call center performance both qualitatively and quantitatively. The accuracy of scheduling gives benefits the company, there are maximum operator performance while doing service and use operators effectively and efficiently. Maximum service will increase customer’s loyalty, while the poor service would give a bad image for company. Scheduling call center operator solved by integer linear programming model. Objective function of integer linear programming model is to minimize the total number of operators used in one day. Decision Variables consist of number of operators who work on each shift. Constraints of integer linear programming model is number of operator on duty must be same or more than number of operator needed in each operating hours interval, number of operator on duty do not exceed capacity of call center, the entire value of decision variables is positive and integer. Integer linear programming model is developed basic on company regulation. Improvement of recommendation is determined by integer linear programming model solution in the form shift that is used for a day (24 hours) and the number of call center operators who work in shifts.

Item Type: Thesis (Undergraduate)
Additional Information: RSI 658.53 Ati p
Uncontrolled Keywords: Integer linear programming, Penjadwalan, Call center, Optimasi
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD69.T54 Time management. Scheduling
Divisions: Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Mr. Tondo Indra Nyata
Date Deposited: 28 May 2019 03:06
Last Modified: 28 May 2019 03:06
URI: http://repository.its.ac.id/id/eprint/63075

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