Amal, Agus Saeful (2013) Analisa Kinerja Revenue Assurance Pada Layanan 3G Dengan Metode Balance ScoreCard (Stuudy Kasus pada Perusahaan Telekomunikasi PT XYZ. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Hasil survey yang dipublikasikan oleh KPMG[4] pada bulan maret 2012, menyebutkan bahwa persentasi kebocoran pendapatan pada perusahaan telekomunikasi berkisar antara 1 sampai dengan 10%, dengan rincian kebocoran sampai dengan 1% sebesar 63,51%, kebocoran antara 1 - 10% sebesar 28,57%, dan kebocoran lebih dari 10% sebesar 14,86%. Survey dilakukan terhadap 108 responden operator telekomunikasi yang terbagi atas 3 wilayah, yaitu Afrika dan Timur-Tengah, Asia-Pasifik, dan Eropa-Amerika. Pada tesis ini akan dicari berapa besar kebocoran revenue yang mungkin terjadi di PT. XYZ. Apakah hasil survey yang dilakukan sebelumnya terjadi juga di perusahaan ini. Dari data yang diperoleh akan diukur kinerja divisi Revenue Assurance dimana salah satu tanggungjawab divisi tersebut adalah untuk mendeteksi kebocoran revenue. Data diambil dari rekaman pelanggan (Call Data Record) yang khusus menggunakan layanan 3G, serta data keluhan pelanggan. Pengukuran kinerja dilakukan dengan pendekatan metode Balanced Scorecard (BSC). Pada perspektif keuangan dihitung seberapa besar kemungkinan kebocoran yang terjadi, sementara untuk perspektif internal proses dicari proses mana yang menyebabkan terjadinya kebocoran tersebut. Perspektif pelanggan akan memberitahu seberapa besar indeks keluhan pelanggan, sementara perspektif pembelajaran dan inovasi akan memberitahukan trend revenue assurance yang terjadi pada saat penelitian dilakukan. Dari hasil scoring dengan Balanced Scorecard diperoleh nilai total 94,96%, dimana nilai tersebut masuk sebagai kategori istimewa/excellent. Hasil yang sama didapatkan oleh hampir semua perpektif BSC, yaitu keuangan, proses bisnis internal, dan pembelajaran dan pertumbuhan. Hanya perpektif pelanggan yang belum mencapai target KPI, walaupun masih masuk sebagai kategori baik, yaitu 78,89%. Kata Kunci : Revenue Assurance, 3G, CDR, Balanced Scorecard The results of a survey published by KPMG[4] in March 2012, said that the percentage of revenue leakage in telecommunications companies ranging from 1 to 10%, with details of the leak up to 1% at 63.51%, leakage between 1-10% of 28.57%, and the leak of more than 10% of 14.86%. Survey conducted on 108 respondents telecommunications operators divided into 3 regions, namely Africa and the Middle East, Asia-Pacific, and European-American. This thesis will look how much revenue leakage that may occur in the PT. XYZ. Are the results of a survey conducted earlier happened in this company. From the data obtained to measure the performance of the division in which the Revenue Assurance division has one responsibility to detect revenue leakage. Data taken froom customer data recording (CDR), which specifically uses 3G services, and customer complaint data. Performance measurement performed by the Balanced Scorecard (BSC) method. In the financial perspective calculated how much leakage occure, while the internal process perspective sought which processes are causing the leak. Customer perspective will tell how big a customer complaint index, while the perspective of learning and innovation will notify revenue assurance trend that occurred during the study period. From the results obtained Balanced Scorecard scoring with a total value of 94.96%, which value is entered as a special category / excellent. Similar results were obtained by almost all BSC perspectives, namely financial, internal business process, and learning and growth. Only customers perspective who have not yet reached KPI targets, although it is still entered as Good category, ie 78.89%. Keyword : Revenue Assurance, 3G, CDR, Balanced Scorecard
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-554-13-005 |
| Call Number: | TT/54/14/034 |
| NIM/NIDN Creators: | 55409120008 |
| Uncontrolled Keywords: | Revenue Assurance, 3G, CDR, Balance ScoreCard |
| Subjects: | 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 621 Applied Physics/Fisika terapan |
| Divisions: | Pascasarjana > Magister Teknik Elektro |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 02 Feb 2015 14:43 |
| Last Modified: | 12 Jul 2022 04:00 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/38492 |
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