ANALISIS KELAYAKAN INVESTASI PENDIRIAN DIVISI CALL CENTER DI PT SYSMEX INDONESIA

SUBHAN N, DADANG (2022) ANALISIS KELAYAKAN INVESTASI PENDIRIAN DIVISI CALL CENTER DI PT SYSMEX INDONESIA. S1 thesis, Universitas Mercu Buana Bekasi.

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Abstract

ABSTRAK PT. Sysmex Indonesia merupakan perusahaan yang bergerak di bidang penjualan dan servis alat diagnostic (IVD). Layanan service yang diberikan terhadap pelanggan jika ada keluhan atau masalah terhadap produk adalah berupa kedatangan secara langsung Service Engineer. Masalah yang sering terjadi adalah terlambatnya atau terlewatnya penanganan terhadap keluhan atau Call tentang alat dari pelanggan secara langsung kepada Service Enginer yang disebabkan tidak sampainya informasi keluhan tersebut ke divisi Service Enginer keseluruhan. Untuk mempercepat dan membuat standar kecepatan respon, memastikan semua panggilan dan keluhan pelanggan ditangani, dan dalam rangka efesiensi dengan cara mengurangi waktu perjalanan dan biaya operasional Service Engineer. PT Sysmex Indonesia perlu melakukan investasi pendirian divisi Call Center di dalam departemen Customer Care. Langkah-langkah penentuan investasi sangat menentukan bagi investasi pendirian Call Center. Untuk menganalisa kriteria pengujian investasi, metode penelitian yang digunakan adalah Net Present Value (NPV), Internal Rate Return (IRR), Benefit Cost Ratio (BCR) dan Payback Period (PP). Hasil penelitian dengan menggunakan metode tersebut menunjukkan bahwa pembentukan divisi call center dalam segi finansial layak. Dengan nilai Net Present Value (NPV) sebesar Rp. 243.567.028, Internal Rate Return (IRR) berada pada suku bunga 75,005%., Benefit Cost Ratio (BCR) sebesar 1,5, dan Payback Period (PP) akan balik modal pada 1 tahun 3,6 bulan. Kata Kunci: Perusahaan Diagnostik, Net Present Value (NPV), Internal Rate Return (IRR), Benefit Cost Ratio (BCR), Payback Period (PP). http://digilib.mercubuana.ac.id/ v ABSTRACT PT. Sysmex Indonesia is a company engaged in the sale and service of diagnostic tools (IVD). The service provided to the customer if there is a complaint or problem with the product is in the visit of a Service Engineer directly to customer. The service provided to the customer if there is a complaint or problem with the product is in the form of a direct arrival of the Service Engineer to the customer. The problem that occurs is often late or missed handling of complaints or calls about instrument from customers directly to Service Engineers due to the fact that the complaint information does not arrive to the entire Service Engineer divisio. To speed up and standardize the speed of response, ensure all customer calls and complaints are handled, and in an efficient manner by reducing travel time and operational cost Service Engineer. PT Sysmex Indonesia needs to invest in establishing a Call Center division within the Customer Care department. The steps for determining investment are very decisive for the investment in establishing a Call Center. To analyze the investment testing criteria, the research methods used are Net Present Value (NPV), Internal Rate Return (IRR), Benefit Cost Ratio (BCR) and Payback Period (PP). The results of the research using this method indicate that the establishment of a call center division is financially feasible. With a Net Present Value (NPV) of Rp. 243,567,028, Internal Rate Return (IRR) is at an interest rate of 75.005%., Benefit Cost Ratio (BCR) is 1.5, and Payback Period (PP) will return on investment in 1 year 3.6 months. Keywords: Company Diagnostik, Net Present Value (NPV), Internal Rate Return (IRR), Benefit Cost Ratio (BCR), Payback Period (PP).

Item Type:	Thesis (S1)
Call Number CD:	FT/IND 22 024
NIM/NIDN Creators:	41619310123
Uncontrolled Keywords:	Keywords: Company Diagnostik, Net Present Value (NPV), Internal Rate Return (IRR), Benefit Cost Ratio (BCR), Payback Period (PP).
Subjects:	300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	siti maisyaroh
Date Deposited:	07 Oct 2022 06:48
Last Modified:	07 Oct 2022 06:48
URI:	http://repository.mercubuana.ac.id/id/eprint/70185

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