ABDILLAH, SURYA SEPTA (2026) EVALUASI PROSES TEKNOLOGI INFORMASI DALAM MENDUKUNG ON-TIME DELIVERY (OTD) MENGGUNAKAN FRAMEWORK COBIT 5 (STUDI KASUS: PT USANA HEALTH SCIENCES INDONESIA). S1 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
Perkembangan teknologi informasi (TI) menuntut perusahaan logistik untuk mengelola layanan pengiriman secara efektif dan terintegrasi guna menjamin kinerja On-Time Delivery (OTD) sebagai indikator utama kualitas layanan. PT USANA Health Sciences Indonesia bekerja sama dengan tiga mitra ekspedisi, yaitu TIKI, Paxel, dan Ninja, sehingga membutuhkan tata kelola TI yang andal untuk memastikan akurasi data pengiriman, pemantauan operasional, dan penanganan insiden keterlambatan. Penelitian ini bertujuan untuk menganalisis kinerja OTD, mengevaluasi tingkat kapabilitas proses TI yang mendukung layanan pengiriman, serta merumuskan rekomendasi perbaikan tata kelola TI. Variabel yang diteliti meliputi kinerja OTD dan kapabilitas proses TI pada Domain Deliver, Service, and Support (DSS) COBIT 5, khususnya DSS02, DSS03, dan DSS06. Penelitian ini menggunakan pendekatan kualitatif dengan desain evaluasi tata kelola TI berbasis COBIT 5 Process Assessment Model (PAM). Subjek penelitian terdiri dari narasumber kunci yang terlibat langsung dalam operasional logistik dan layanan TI, serta data historis kinerja OTD selama satu tahun terakhir. Pengumpulan data dilakukan melalui wawancara, studi dokumentasi, dan analisis data kinerja OTD. Metode analisis data meliputi analisis deskriptif kinerja OTD dan penilaian tingkat kapabilitas proses TI berdasarkan atribut proses COBIT 5. Hasil penelitian menunjukkan bahwa kinerja OTD antar mitra ekspedisi masih bervariasi dan dipengaruhi oleh beberapa faktor keterlambatan, sementara kapabilitas proses TI pada Domain DSS belum sepenuhnya mencapai tingkat yang diharapkan. Oleh karena itu, penelitian ini menyimpulkan bahwa peningkatan kapabilitas proses TI melalui penguatan kontrol operasional, perbaikan manajemen insiden, dan penyempurnaan prosedur layanan TI diperlukan untuk mendukung pencapaian kinerja OTD yang lebih optimal dan berkelanjutan. The rapid development of information technology (IT) requires logistics companies to manage delivery services effectively and in an integrated manner to ensure On- Time Delivery (OTD) performance as a key indicator of service quality. PT USANA Health Sciences Indonesia collaborates with three courier partners, namely TIKI, Paxel, and Ninja, and therefore requires reliable IT governance to ensure the accuracy of delivery data, operational monitoring, and the handling of delivery delays. This study aims to analyze OTD performance, evaluate the capability level of IT processes that support delivery services, and formulate recommendations for improving IT governance. The variables examined include OTD performance and the capability of IT processes within the Deliver, Service, and Support (DSS) domain of COBIT 5, specifically DSS02, DSS03, and DSS06. This research adopts a qualitative approach with an IT governance evaluation design based on the COBIT 5 Process Assessment Model (PAM). The research subjects consist of key informants directly involved in logistics operations and IT services, as well as historical OTD performance data over the past year. Data were collected through interviews, documentation review, and analysis of OTD performance data. The data analysis methods include descriptive analysis of OTD performance and assessment of IT process capability levels based on COBIT 5 process attributes. The results indicate that OTD performance among courier partners varies and is influenced by several delay factors, while the capability level of IT processes within the DSS domain has not yet fully reached the expected level. Therefore, this study concludes that improving IT process capability through strengthening operational controls, enhancing incident management, and refining IT service procedures is necessary to support more optimal and sustainable OTD performance.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 41823110008 |
| Uncontrolled Keywords: | On-Time Delivery, IT Governance, COBIT 5, DSS Domain, Logistics. On-Time Delivery, Tata Kelola TI, COBIT 5, Domain DSS, Logistik |
| Subjects: | 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | ZAIRA ELVISIA |
| Date Deposited: | 13 Feb 2026 02:21 |
| Last Modified: | 13 Feb 2026 04:15 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/100923 |
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