RANCANG BANGUN APLIKASI MONITORING TICKET PROBLEM BERBASIS WEB PADA PT FIRST MEDIA TBK, AREA TANGERANG

SYAFII, ANANDA FITRIANI (2023) RANCANG BANGUN APLIKASI MONITORING TICKET PROBLEM BERBASIS WEB PADA PT FIRST MEDIA TBK, AREA TANGERANG. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

PT First Media Tbk is an internet and cable TV service provider. Not seldom customers experience problems that are complained of, so that the management of Ticket problems is very important to be solved immediately. Monitoring Ticket problems is a task that aims to ensure all work activities from the beginning of Ticket entry to completion in order to reduce the duration of solving Ticket problems. The system currently running still has shortcomings, such as recording Ticket problems by analysts which is still done manually by copying and paste from the CRM (Customer Relationship Management) application where the use of this CRM application can only be accessed using the office intranet network, so it is less efficient if employees were not at work and the section head had difficulty knowing the status of a pending Ticket in real time. The purpose of this research is to design a Ticket problem monitoring application that can be accessed publicly and facilitates the management of Ticket problems in the CSS Division. In this study the method used in problem analysis is PIECES, the method employed in the design is SDLC (System Development Live Cycle), namely an Agile Development model and system design using UML (Unified Modeling Language) tools. Keywords: Monitoring, Ticket problem, CRM. PT First Media Tbk adalah sebuah perusahaan penyedia layanan internet dan tv kabel. Namun tak jarang pelanggan mengalami masalah yang dikeluhkan, sehingga pengelolaan akan Ticket problem menjadi sangat penting untuk segera diselesaikan. Monitoring Ticket problem merupakan tugas yang bertujuan untuk memastikan semua aktivitas pengerjaan dari awal Ticket masuk sampai dengan terselesaikan guna mengurangi durasi penyelesaian Ticket problem. Sistem yang berjalan saat ini masih terdapat kekurangan, seperti pencatatan Ticket problem oleh analis masih dilakukan secara manual dengan copy paste dari Aplikasi CRM (Customer Relationship Management) yang dimana penggunaan Aplikasi CRM ini hanya dapat diakses menggunakan jaringan intranet kantor saja, sehingga kurang efisien jika karyawan sedang berada diluar kantor, serta section head kesulitan dalam mengetahui status pending Ticket secara real time. Tujuan dari penelitian ini ialah merancang sebuah aplikasi monitoring Ticket problem berbasis web yang dapat diakses secara publik dan membantu dalam penyajian informasi seputar Ticket problem yang sedang berjalan Divisi CSS. Dalam penelitian ini metode yang digunakan dalam analisis masalah adalah PIECES, metode yang digunakan dalam perancangan adalah SDLC (Sistem Development Live Cyle) yaitu model Agile Development dengan metode extreme programming dan desain sistem menggunakan tools UML (Unified Modeling Language). Kata Kunci: Monitoring, Ticket problem, CRM.

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