WARDIMAN, DELAILA ROSA (2019) ANALISA PERANCANGAN SISTEM INFORMASI MONITORING QUALITY AGENT SOCIAL MEDIA BERBASIS WEBSITE. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Services in a service company is really important, because good or bad services that received by consumers or service users of a company will be affected the perceptions and consumer actions or service users, therefore good service is needed for remain loyalty of service users. Telkomcare service had 199 social media agents, 16 Team Leaders, 15 Quality Control Teams. All agents are sued for provide the right information and provide good services to customers for 24 hours. Quality teams was formed to monitor service quality for customers. Monitoring is carried out every day, and the result of monitoring will be given every 10 days (one period) from Quality Control Teams through Team Leaders. at this time, the result of monitoring are recapitulated manually using Microsoft Excel and sent via email. the result of monitoring will be seen by Team Leaders, if there is incompatibility then carried out the justifications process by email. currently monitoring process and justifications are carried out manually. The purpose of this research is to simplify monitoring process and make the process of monitoring more well-documented. This research using Balanced Scorecard with four perspective. Financial Perspective, Customer Perspective, Intenal Business Process Perspective, learning and growth perspective. Keyword : Monitoring, Services, Customers, Balanced Scorecard. Pelayanan dalam sebuah perusahaan jasa sangat penting, karena baik buruknya pelayanan yang diterima oleh konsumen atau pemakai jasa suatu perusahaan akan mempengaruhi persepsi dan tindakan konsumen atau pemakai jasa untuk itu diperlukan pelayanan yang bagus agar pemakai jasa tetap setia. Layanan Telkomcare memiliki 199 agent social media, 16 Tim Leader dan 15 Tim Quality Control. Semua agent dituntut untuk memberikan informasi yang tepat dan memberikan pelayanan yang baik kepada pelanggan selama 24 jam. Tim quality dibentuk untuk memonitoring kualitas pelayanan kepada pelanggan. Monitoring dilakukan setiap hari, dan hasil monitoring akan diberikan setiap 10 hari (satu periode) dari Tim Quality Control melalui Tim Leader. Saat ini, hasil monitoring direkap secara manual menggunakan microsoft excel dan dikirimkan melalui email. Hasil monitoring tersebut akan dilihat oleh Tim Leader jika ada ketidaksesuaian maka dilakukan proses justifikasi melalui email. Saat ini proses monitoring dan justifikasi dilakukan dengan cara manual. Tujuan dari penelitian ini adalah untuk mempermudah proses monitoring dan menjadikan prosesnya lebih terdokumentasi dengan baik. Penelitian ini menggunakan analisis Balanced Scorecard. Balanced Scorecard mengukur empat perspektif yang berbeda tetapi mempunyai tujuan yang sama yaitu mencapai sasaran strategis yang sudah direncanakan oleh perusahaan. Perspektif yang digunakan pada analisa ini yaitu Perspektif Keuangan (Financial Perspective), Perspektif Pelanggan/Konsumen (Customer Perspective), Perspektif Proses Internal Bisnis (Intenal Business Process Perspective), Perspektif Pembelajaran dan Pertumbuhan (learning and growth perspective). Kata kunci: Monitoring, Pelayanan, Pelanggan, Analisis, Balanced Scorecard
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FIK/SI. 19 335 |
| Call Number: | SIK/18/19/081 |
| NIM/NIDN Creators: | 41817110085 |
| Uncontrolled Keywords: | Monitoring, Pelayanan, Pelanggan, Analisis, Balanced Scorecard |
| Subjects: | 500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 510 Mathematics/Matematika > 511 General Principles of Mathematics 500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 510 Mathematics/Matematika > 511 General Principles of Mathematics > 511.6 Combinatorial Analysis/Analisa Kombinasi 500 Natural Science and Mathematics/Ilmu-ilmu Alam dan Matematika > 510 Mathematics/Matematika > 515 Analysis, Theory of Functions/Analisis, Teori Fungsi |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | ELMO ALHAFIIDH PUTRATAMA |
| Date Deposited: | 19 Sep 2023 02:42 |
| Last Modified: | 19 Sep 2023 02:42 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81082 |
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