Perbaikan Proses Bisnis Pelayanan Penanganan Gangguan Melalui Pendekatan Idefo-Fmea Dan Root Cause Analysis (Studi Kasus : PT. X)

Zoraya, Adelin Ayu (2012) Perbaikan Proses Bisnis Pelayanan Penanganan Gangguan Melalui Pendekatan Idefo-Fmea Dan Root Cause Analysis (Studi Kasus : PT. X). Other thesis, Institut Teknologi Sepuluh Nopember Surabaya.

Text 2508100088-Undergraduate_Thesis.pdf - Accepted Version Download (16MB)

Abstract

Loyalitas pelanggan memiliki peran penting bagi perusahaan karena dapat meningkatkan kineija keuangan dan kelangsungan hidup perusahaan. PT X merupakan salah satu perusahaan telekomunikasi di Indonesia yang menerapkan Customer Relationship Management (CRM) untuk meningkatkan loyalitas pelanggan . Pelayanan penanganan gangguan merupakan salah satu aspek didalam CRM yang hams diperbaiki proses bisnisnya. Penelitian diawali dengan pengumpulan data yang dibutuhkan untuk memetakan proses bisnis. Setelah itu dilakukan identifikasi proses kritis dengan menggunakan IDEFO-FMEA. Selanjutnya dilakukan identifikasi penyebab proses kritis untuk menyusun rekomendasi dan skenario perbaikan. Tahap terakhir dilakukan simulasi untuk mengetahui tingkat kenaikan kinerja proses dari skenario perbaikan. Dari hasil penelitian didapatkan bahwa proses kritis penanganan gangguan terletak pada proses penanganan gangguan di lapangan. Penyebab proses kritis adalah faktor SDM. Kontribusi yang dapat diberikan faktor ini apabila diperbaiki adalah sebesar 24,6% dan menghasilkan total rata-rata waktu penanganan gangguan dibawah 72 jam (tolok ukur) yaitu 67,62 jam
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Customer loyalty has an important role for the company because it can improve financial performance and company survival. PT X is one of the telecommunications companies in Indonesia that implements Customer Relationship Management (CRM) to increase customer loyalty. Troubleshooting service is one aspect of CRM that must improve its business processes. The research begins with the collection of data needed to map business processes. After that identification of critical processes using IDEFO-FMEA. Next, identification of the causes of critical processes is carried out to develop recommendations and improvement scenarios. The last stage is a simulation to determine the level of increase in process performance from the improvement scenario. From the research results, it was found that the critical process of disturbance handling lies in the process of handling disturbances in the field. The cause of the critical process is the HR factor. The contribution that this factor can give if corrected is 24.6% and results in a total average disturbance handling time of under 72 hours (benchmark), namely 67.62 hours

Item Type:	Thesis (Other)
Additional Information:	RSI 658.403 52 Zor p
Uncontrolled Keywords:	Proses Bisnis, IDEFO, Failure Mode and Effect Analysis ( FMEA), Root Cause Analysis (RCA ), Simulasi
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. H Social Sciences > HD Industries. Land use. Labor > HD38.7 Business intelligence. Trade secrets H Social Sciences > HD Industries. Land use. Labor > HD58.87 Reengineering (Management) Business process
Divisions:	Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	EKO BUDI RAHARJO
Date Deposited:	12 Jan 2023 01:15
Last Modified:	19 Jan 2023 09:35
URI:	http://repository.its.ac.id/id/eprint/95373

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