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ITS » Master Theses » Manajemen Teknologi Informasi-S2 MMT
Posted by anisw@its.ac.id at 10/05/2016 15:07:02  •  971 Views


EVALUASI TATA KELOLA CALL CENTER 500345 DENGAN KERANGKA KERJA COBIT UNTUK MENINGKATKAN LAYANAN DAN KEPUASAN PELANGGAN STUDI KASUS DI PT ASTRA GRAPHIA TBK

EVALUATION OF GOVERNANCE OF CALL CENTER 500345 USING COBIT FRAMEWORK FOR IMPROVING SERVICE AND CUSTOMER SATISFACTION Case Study in PT Astra Graphia Tbk

Author :
WIBOWO, WINDU  ( 9111205403 )




ABSTRAK

PT Astra Graphia Tbk adalah perusahaan retail yang bergerak dibidang layanan solusi dokumen untuk kebutuhan personal perkantoran dan digital printing. Pencapaian laba bersih tahun 2013 meningkat 10 dari tahun sebelumnya. Pertumbuhan layanan olah dokumen sektor perkantoran meningkat 12 kontribusi solusi warna sebesar 25 Sumber Manajemen PT Astra Graphia Tbk. Layanan yang terkait dengan kepuasan pelanggan didalam Key Performance Indicator KPI terdiri dari dua yaitu penurunan Troublesome dan 3Hours Down Time 3HDT. Implementasi call center diharapkan bisa meningkatkan kepuasan pelanggan. Rekomendasi tindakan perbaikan call center menggunakan kerangka COBIT. Proses pemetaan COBIT balance scorecard menghasilkan Proses TI DS7 pelatihan dan DS8service desk. Kuesioner proses TI yang akan ditujukan kepada stakeholder berdasarkan panduan diagram RACI. Hasil kuesioner akan dilakukan analisa kesenjangan menggunakan COBIT maturity Level. Maturity level digunakan untuk mengetahui kesenjangan kondisi saat ini dan kondisi yang diharapkan perusahaan. Hasil analisa kesenjangan control objective DS7 secara umum kondisi saat ini pada tingkat kematangan 2. Harapan untuk DS7 pada tingkat kematangan 4 dan 5. Kondisi saat ini pada proses DS8 secara umum berada pada tingkat kematangan 3. Harapan kematangan DS8 berada pada tingkat kematangan 4 dan 5. Dari hasil analisa kesenjangan maka dibuat rekomendasi tindakan perbaikan DS7 dan DS8 menggunakan ITIL. Diharapan setelah dilakukan proses perbaikan maka proses call center sesuai dengan tujuan perusahaan untuk meningkatkan kepuasan pelanggan.


ABSTRACT

PT Astra Graphia Tbk is a retail company that is engaged in the service of document solutions for personal office and digital printing. The net profits in 2013 equivalent to 10 growth compared to the previous year. The growth of the service if the document office sector increased 12 the contribution by the growth in color solutions of 25 Source Management of PT Astra Graphia Tbk. There are two services related to customer satisfaction set forth as Key Performance Indicator KPI namely reduction of Troublesome and 3hours Down Time 3HDT. Implementation of call centers is expected to increase customer satisfaction. Recommended corrective actions of call center using the COBIT framework. Mapping process using COBIT balanced scorecard generating IT process DS7 training and DS8 service desk. Questionnaires IT processes will be addressed to stakeholders based guidelines RACI diagram. The results of the questionnaire will be gap analyzed using the COBIT maturity level. Maturity level is used to determine the current state gap and expected conditions of companies The results of the gap analysis in general control objective DS7 current conditions at maturity level 2 expectation of DS7 at level 4 and 5. The current condition of DS8 is at maturity level 3 and expectation of DS8 is at maturity level 4 and 5. The results of gap analysis used of recommendations corrective action DS7 and DS8 using ITIL. Expectation of improvement call center process in accordance with corporate goals to improving customer satisfaction.



KeywordsCOBIT; ITIL; Tata kelola TI; COBIT balance scorecard; call center; kepuasan pelangan; layanan TI
 
Subject:  NONE
Contributor
  1. Dr. Ir. R.V. Hari Ginardi, M.Sc.
Date Create: 16/01/2015
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Master-91103160001638
Collection ID: 91103160001638
Call Number: RTMT 658.812 Wib e


Source
Master Theses of Magister Management Techonology, RTMT 658.812 Wib e, 2014

Coverage
ITS Community

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Copyright @2015 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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  1.  ITS-Master-41469-9111205403-Abstract_id.pdf - 199 KB
  2.  ITS-Master-41469-9111205403-Abstract_en.pdf - 199 KB
  3.  ITS-Master-41469-9111205403-Conclusion.pdf - 198 KB




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