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
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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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