SISTEM INFORMASI PERHITUNGAN KINERJA PROYEK PEMELIHARAAN PERANGKAT TELEKOMUNIKASI (STUDI KASUS: PT. SIGMA CIPTA CARAKA)

AURINA WARDANI, SISCA (2020) SISTEM INFORMASI PERHITUNGAN KINERJA PROYEK PEMELIHARAAN PERANGKAT TELEKOMUNIKASI (STUDI KASUS: PT. SIGMA CIPTA CARAKA). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

In order to maintain the availability of telecommunication device maintenance services to PT. Telekomunikasi Indonesia (customer) and support Service Level Guarantee (SLG), PT. Sigma Cipta Caraka (partner) is committed to handling customer complaints. Services provided to customers include interrupt service troubleshooting, replacement of damaged devices, software updates, configuration changes and knowledge sharing in the form of MOP (Method of Procedure) documents. The problem faced by partners is the handling of complaints from customers is communicated through the WhatsApp and telegram applications so that the progress of handling complaints cannot be monitored by management, this has the potential for Service Level Guarantee (SLG) to not be fulfilled. Another problem is that the preparation of project performance reports is carried out by collecting complaint data from the WhatsApp and Telegram applications so that it requires a long time, high accuracy and high data errors due to human error. The purpose of this paper is to build a website-based Telecommunication Device Maintenance Project Performance Calculation information system that functions to bridge complaint handling communication between customers and partners, record complaints from customers, produce performance reports based on Key Performance Indicators (KPI) set out in the Term of Reference (TOR). One of the projects is KPI Response Time, as knowledge and can assist management in making future performance improvements. Keyword : helpdesk, key performance indicator, report, service level guarantee Dalam rangka menjaga ketersedian layanan pemeliharaan perangkat telekomunikasi kepada PT. Telekomunikasi Indonesia (customer) dan menunjang Service Level Guarantee (SLG), PT. Sigma Cipta Caraka (mitra) berkomitmen dalam menangani keluhan customer. Layanan yang diberikan kepada customer berupa troubleshooting interrupt service, penggantian perangkat rusak, update software, perubahan konfigurasi dan sharing knowledge berupa dokumen MOP (Method of Procedure). Permasalahan yang dihadapi mitra adalah penanganan keluhan dari customer dikomunikasikan melalui aplikasi whatsapp dan telegram sehingga progres penanganan keluhan tidak bisa dipantau oleh manajemen, hal ini berpotensi Service Level Guarantee (SLG) tidak bisa terpenuhi. Permasalahan lain yaitu penyusunan laporan kinerja proyek dilakukan dengan mengumpulkan data keluhan dari aplikasi whatsapp dan telegram sehingga memerlukan waktu yang cukup lama, ketelitian tinggi dan kesalahan data yang tinggi akibat human error. Tujuan penulisan ini adalah membangun sistem informasi Perhitungan Kinerja Proyek Pemeliharaan Perangkat Telekomunikasi berbasis website yang berfungsi menjembatanani komunikasi penanganan keluhan antara customer dan mitra, mencatat keluhan dari customer, menghasilkan laporan kinerja berdasarkan Key Performance Indicator (KPI) yang ditetapkan dalam Term of Reference (TOR) proyek salah satunya KPI Response Time, sebagai knowledge dan dapat membantu manajemen dalam melakukan perbaikan kinerja kedepannya. Kata Kunci : helpdesk, key performance indicator, laporan, service level guarantee

Item Type: Thesis (S1)
Call Number CD: FIK/SI. 20 134
Call Number: SIK/18/21/022
NIM/NIDN Creators: 41816110143
Uncontrolled Keywords: helpdesk, key performance indicator, laporan, service level guarantee
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 > 006 Special Computer Methods/Metode Komputer Tertentu > 006.7 Multimedia Systems/Sistem-sistem Multimedia > 006.72 Hardware/Perangkat Keras
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.3 Bibliographic Analysis and Control/Bibliografi Analisis dan Kontrol Perpustakaan > 025.31 Library Catalog/Katalog Perpustakaan > 025.317 Conversion and Maintenance/Konversi dan Pemeliharaan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.4 Specific Fields of Accounting/Bidang Akuntansi Tertentu > 657.45 Auditing/Audit > 657.452 Audit Reports/Laporan Audit
Divisions: Fakultas Ilmu Komputer > Sistem Informasi
Depositing User: Rifky
Date Deposited: 07 Jul 2022 01:30
Last Modified: 07 Jul 2022 01:30
URI: http://repository.mercubuana.ac.id/id/eprint/50211

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