Analisis Efektivitas Sistem Pelayanan Berdasarkan Pola Kunjungan Untuk Meningkatkan Efisiensi Sistem Antrian Pelayanan Pelanggan

Wibowo, Galih Hari (2021) Analisis Efektivitas Sistem Pelayanan Berdasarkan Pola Kunjungan Untuk Meningkatkan Efisiensi Sistem Antrian Pelayanan Pelanggan. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kompetisi di industri telekomunikasi sangat ketat. Untuk mencatatkan keuntungan maksimal, operator seluler harus mampu menjalankan bisnis dengan lebih efisien. Salah satu alternatif solusinya adalah program Cost Leadership. Konsep dari Cost Leadership adalah bagaimana perusahaan memiliki daya saing yang tinggi dengan biaya terendah. Bagi Telkomsel sebagai operator seluler, salah satu biaya rutin yang harus dikeluarkan adalah biaya untuk menyelenggarakan pelayanan di GraPARI. Dalam menyelenggarakan pelayanan di GraPARI, ada 2 (dua) hal dasar yang menjadi perhatian, yaitu: Service Level Agreement (SLA) dan jumlah pelanggan yang berkunjung ke GraPARI. Dua hal tersebut merupakan faktor penting dalam penentuan jumlah Customer Services yang dibutuhkan. Untuk itu perlu didefinisikan mekanisme yang tepat dalam proses perhitungannya. Karena jumlah Customer Services yang tepat akan menjadi faktor kunci untuk meningkatkan efisiensi dari sistem antrian Customer Services. Dalam penelitian ini efisiensi dari sistem antrian Customer Services diukur melalui waktu tunggu antrian dan waktu pelayanan oleh Customer Services di GraPARI. Penelitian ini melakukan pemodelan simulasi terhadap data observasi dan mengembangkan model simulasi dengan pendekatan eksperimental. Model simulasi dari sistem yang diteliti adalah “dinamik – stokastik – diskrit”. Data observasi didapatkan dari mesin antrian di GraPARI. Setelah data observasi tersedia, dilakukan analisis terhadap data tersebut untuk mendapatkan statistika deskriptif yang akan menjadi referensi untuk proses verifikasi model simulasi dan input untuk perangkat lunak simulasi. Berikutnya dilakukan proses simulasi dan analisis output dari rangkaian percobaan terhadap beberapa model alternatif. Diharapkan jumlah Customer Services menjadi minimum yang tetap dapat memenuhi Service Level Agreement. Dari rangkain percobaan yang telah dilakukan, didapatkan dua alternatif terbaik, komposisi pertama 6CS-10CS-8CS-4CS yang memberikan efisiensi 9.7% dan komposisi kedua 6CS-10CS-7CS-4CS yang memberikan efisiensi 12.9%. Hasil penelitian ini dapat direkomendasikan menjadi metode alternatif bagi Telkomsel dalam menentukan jumlah minimum Customer Services di GraPARI. Biaya operasional untuk pelayanan dapat diminimalkan dan kepuasan pelanggan tetap terjaga. ===================================================================================================== Competition in the telecommunications industry is fierce. To be able to record maximum profits, cellular operators must be able to run the business more efficiently. One alternative solution is the Cost Leadership program. The concept of Cost Leadership is how a company can have high competitiveness at the lowest cost. For Telkomsel as a cellular operator, one of the routine costs that must be incurred is the cost to provide services at GraPARI. In organizing services at GraPARI, there are two basic things that should be concerned, namely: Service Level Agreement (SLA) and the number of customers visiting GraPARI. These two things are essential factors in determining the number of Customer Services needed. For this reason, it is necessary to define an appropriate mechanism in the calculation process. The accurate number of Customer Services will be a key factor in improving the efficiency of the Customer Service Queuing System. In this study, the Efficiency of the Customer Service Queuing System is measured by the waiting time of queuing and the service time provided by Customer Services in GraPARI. This study conducted a simulation modeling of the observation data and developed a simulation model with an experimental approach. The simulation model of the system under study is "dynamic - stochastic –discrete". The observational data is obtained from queuing machine at GraPARI. After the observational data is available, an analysis of the data is carried out to obtain descriptive statistics that will serve as a reference for the simulation process and input for the simulation software. Next, the simulation process and output analysis of a series of experimental experiments are carried out with several alternative models. It is expected that the number of Customer Service is a minimum which remains to comply with the Service Level Agreement. From the series of experiments that have been carried out, two best alternatives were obtained, first composition is 6CS-10CS-8CS-4CS which gave 9.7% efficiency and the second is 6CS10CS-7CS-4CS which gave 12.9% efficiency. The results of this study can be an alternative method for Telkomsel in determining the minimum number of customer service at GraPARI. Operational costs for services can be minimized and customer satisfaction can be maintained.

Item Type: Thesis (Masters)
Uncontrolled Keywords: antrian, waktu tunggu, simulasi dinamik, stokhastik, diskrit, sistem antrian customer services
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD30.23 Decision making. Business requirements analysis.
T Technology > T Technology (General) > T57.62 Simulation
Divisions: Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User: Galih Hari Wibowo
Date Deposited: 03 Mar 2021 02:12
Last Modified: 03 Mar 2021 02:12
URI: https://repository.its.ac.id/id/eprint/83176

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