ANALISA PROSES BISNIS DAN RANCANGAN ARSITEKTUR PERFORMANCE & FAULT MANAGEMENT

PADA CALL CENTER TELKOMSEL

CASE STUDY

DODY KRISTIANTO 0912400085

PROGRAM PASCA SARJANA ILMU KOMPUTER

PROGRAM STUDI MAGISTER TEKNOLOGI INFORMASI JENJANG S2

UNIVERSITAS BINA NUSANTARA

JAKARTA

2010

ANALISA PROSES BISNIS DAN RANCANGAN ARSITEKTUR PERFORMANCE & FAULT MANAGEMENT

PADA CALL CENTER TELKOMSEL

CASE STUDY

DODY KRISTIANTO 0912400085

Tesis Sebagai Salah Satu Syarat Untuk

Memperoleh Gelar Magister

Teknologi Informasi

Pada

FAKULTAS ILMU KOMPUTER

UNIVERSITAS BINA NUSANTARA

PERNYATAAN

Dengan ini Saya,

Nama : Doddy Kristianto

NIM : 0912400085

Judul Tesis : ANALISA PROSES BISNIS DAN RANCANGAN ARSITEKTUR

PERFORMANCE & FAULT MANAGEMENT PADA CALL CENTER TELKOMSEL

Memberikan kepada Universitas Bina Nusantara hak non-eksklusif untuk menyimpan,

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Menyatakan bahwa kami, akan mempertahankan hak eksklusif kami, untuk menggunakan

seluruh atau sebagian isi skripsi kami, guna pengembangan karya di masa depan, misalnya

bentuk artikel, buku, perangkat lunak, ataupun sistem informasi.

Jakarta, 7 Mei 2010

Doddy Kristianto

0912400085

 

viii

DAFTAR ISI

Halaman

KATA PENGANTAR .................................................................................... iv

ABSTRAKSI ................................................................................................... vi

DATAR ISI ..................................................................................................... viii

DAFTAR GAMBAR ...................................................................................... xi

DAFTAR TABEL .......................................................................................... xiv

DAFTAR GRAFIK ........................................................................................ xvi

DAFTAR LAMPIRAN .................................................................................. xvii BAB I PENDAHULUAN .............................................................................. 1 1.1. Latar Belakang ........................................................................................ 1 1.2. Rumusan Permasalahan .......................................................................... 4 1.3. Tujuan dan Manfaat ................................................................................ 5 1.4. Ruang Lingkup ........................................................................................ 6 1.5. Sistematika Penulisan ............................................................................. 7 BAB II TINJAUAN LITERATUR .............................................................. 9 2.1. Contact Center ........................................................................................ 9 2.2. Performance Management ...................................................................... 12 2.2.1. Performance Measurement ......................................................... 12 2.3. Fault Management .................................................................................. 13 2.4. Service Level Agreement (SLA) .............................................................. 13 2.5. E-Business ............................................................................................... 15 2.6. Use Case ................................................................................................. 17 2.7. Data Flow Diagram (DFD) .................................................................... 20 2.8. Enterprise Process E-DMAIC ................................................................ 21 2.9. Model Kesuksesan Sistem Teknologi Informasi Delone & Mc. Lean

(1992) .................................................................................................... 23 BAB III METODOLOGI PENELITIAN ................................................... 25 3.1. Kerangka Kerja ....................................................................................... 25 3.2. Metode Pengukuran Kesuksesan Sistem Informasi ................................ 27 3.3. Komponen Variabel ................................................................................ 31 3.4. Metode Penelitian ................................................................................... 32 3.4.1. Pengumpulan Data ...................................................................... 32

3.4.2. Uji Validitas dan Reliabilitas ...................................................... 34 3.4.3. Metode Analisis .......................................................................... 34 3.4.4. Hipotesis ..................................................................................... 35

ix

BAB IV DEFINISI PROSES BISNIS .......................................................... 36 4.1. Definisi Proses Bisnis High-Level .......................................................... 36 4.1.1. Proses Bisnis Awal (Manual) ..................................................... 39 4.1.2. Proses Bisnis Implementasi Sistem (Otomasi) ........................... 42 4.2. Proses Bisnis Awal Untuk Mengukur Kinerja Agent ............................. 45

4.2.1. Proses Tapping ........................................................................... 45 4.2.2. Proses Pelaksanaan Tes Produk dan Prosedur (P&P) ................ 49 4.2.3. Proses Pengukuran Kuantitas Agent ........................................... 51 4.2.4. Proses Pemantauan Agent ........................................................... 53 4.2.5. Proses Pembinaan ....................................................................... 55

4.3. Proses Bisnis Awal Untuk Mengukur Kinerja Sistem ............................. 58 4.3.1. Proses Pemantauan Kinerja IVR (Interactive Voice Response) . 58

4.3.2. Proses Pemantauan Kinerja Grup Officer ................................... 60 4.3.3. Proses Pemantauan Kinerja Akses Server .................................. 62 4.3.4. Proses Pemantauan Kapasitas Server ......................................... 64 4.3.5. Proses Pemantauan Status Link Voice ........................................ 66

4.4. Proses Bisnis Implementasi Performance & Fault Management Untuk Mengukur Kinerja Agent ........................................................................ 68

4.4.1. Proses Tapping (Otomasi) .......................................................... 68 4.4.2. Proses Pelaksanaan Tes Produk dan Prosedur (Otomasi)........... 71 4.4.3. Proses Pengukuran Kuantitas (Otomasi) .................................... 73 4.4.4. Proses Pemantauan Agent (Otomasi) .......................................... 74 4.4.5. Proses Pembinaan (Otomasi) ...................................................... 76

4.5. Proses Bisnis Akhir Pengukuran Kinerja Sistem .................................... 79 4.5.1. Proses Pemantauan Kinerja IVR (Otomasi) ............................... 79

4.5.2. Proses Pemantauan Kinerja Grup Officer (Otomasi) ................. 81 4.5.3. Proses Pemantauan Akses Server (Otomasi) .............................. 83 4.5.4. Proses Pemantauan Kapasitas Server (Otomasi) ........................ 85 4.5.5. Proses Pemantauan Status Link (Otomasi) ................................. 87

BAB V RANCANGAN ARSITEKTUR E-BUSINESS .............................. 90 5.1. Definisi Rancangan Arsitektur High-Level ............................................. 90 5.2. Proses Rancangan Arsitektur ................................................................. 91 5.3. Pendefinisian Kebutuhan Sistem............................................................. 91 5.4. Pendefinisian Rancangan Arsitektur Logis ............................................. 94 5.4.1. Gambaran Umum Aktor ............................................................. 95

5.4.2. Use Case Event List .................................................................... 96 5.5. Pendefinisian Rancangan Arsitektur Fisik .............................................. 102 5.5.1. Physical Data Flow Diagram ...................................................... 102

5.5.2. Platform Perangkat Keras dan Perangkat Lunak ........................ 109 BAB VI PENGUKURAN DAN ANALISA DATA .................................... 111 6.1. Proses Pengukuran dan Analisa High-Level ........................................... 111 6.2. Pengukuran (Measure) ........................................................................... 111 6.2.1. Penerapan Model Delone & McLean (1992) ............................. 112

x

6.2.2. Survei Kesuksesan Sistem Teknologi Informasi ........................ 112 6.2.3. Uji Validitas ................................................................................ 113 6.2.3.1. Validitas Variabel System Quality (SQ) ...................... 113

6.2.3.2. Validitas Variabel Information Quality (IQ)............... 114 6.2.3.3. Validitas Variabel Use (U) .......................................... 115

6.2.3.4. Validitas Variabel User Satisfaction (US) .................. 116 6.2.3.5. Validitas Variabel Individual Impact (II) .................... 117

6.2.3.6. Validitas Variabel Organizational Impact (OI) .......... 117 6.2.4. Uji Reliabilitas ............................................................................ 118

6.3. Analisa (Analyze) .................................................................................... 119 6.3.1. Analisa Data Dengan SEM ......................................................... 119 6.3.1.1. Uji Kesesuaian Model ................................................ 119

6.3.1.2. Uji Kausalitas Model .................................................. 122 6.3.1.3. Uji Keefektifan Variabel ............................................. 123 6.3.2. Analisa Data Kualitas dan Kuantitas Call Center ...................... 126

6.3.2.1. Analisa Kualitas dan Kuantitas Layanan Agent .......... 126 6.3.2.2. Analisa Kinerja Sistem ................................................ 140 6.3.2.2.1. Analisa Kinerja Layanan IVR ................... 141 6.3.2.2.2. Analisa Downtime Server Aplikasi, Link dan Perangkat Telekomunikasi ................. 143 BAB VII PENUTUP ...................................................................................... 145 7.1. Kesimpulan ............................................................................................ 145 7.2. Saran ....................................................................................................... 146 DAFTAR PUSTAKA .................................................................................... 148

xi

DAFTAR GAMBAR

Halaman

Gambar 1. Use Case Diagram : Includes dan Extends Relationship ......... 19

Gambar 2. Use Case Diagram : Inheritance Relationship ......................... 20

Gambar 3. Framework Enterprise Process E-DMAIC .............................. 25

Gambar 4. The Peformulated D & M IS Success Model ........................... 28

Gambar 5. Struktur Organisasi Call Center ............................................... 37

Gambar 6. Proses Bisnis High Level .......................................................... 38

Gambar 7. Proses Bisnis Awal High Level ................................................ 39

Gambar 8. Proses Bisnis Awal Pengukuran Kinerja Agent ....................... 41

Gambar 9. Proses Bisnis Awal Pengukuran Kinerja System ...................... 41

Gambar 10. Proses Bisnis Performance & Fault Management High

Level ....................................................................................... 42

Gambar 11. Proses Bisnis Performance & Fault Management Untuk

Mengukur Kinerja Agent ......................................................... 44

Gambar 12. Proses Bisnis Performance & Fault Management Untuk

Mengukur Kinerja System ....................................................... 45

Gambar 13. Proses Bisnis Awal Tapping .................................................. 46

Gambar 14. Proses Bisnis Awal Tes Produk dan Prosedur ....................... 50

Gambar 15. Proses Bisnis Awal Pengukuran Kuantitas ............................ 52

Gambar 16. Proses Bisnis Awal Pemantauan ............................................ 54

Gambar 17. Proses Bisnis Awal Pembinaan .............................................. 56

Gambar 18. Proses Bisnis Awal Pemantauan Kinerja IVR ....................... 59

Gambar 19. Proses Bisnis Awal Pemantauan Kinerja Grup Officer .......... 61

Gambar 20. Proses Bisnis Awal Pemantauan Kinerja Akses Server ......... 63

Gambar 21. Proses Bisnis Awal Pemantauan Kapasitas Server ................ 65

Gambar 22. Proses Bisnis Awal Pemantauan Status Link ......................... 67

Gambar 23. Proses Bisnis Performance & Fault Management Tapping

(Otomasi) ................................................................................ 70

xii

Gambar 24. Proses Bisnis Performance & Fault Management Tes Produk

dan Prosedur (Otomasi) .......................................................... 72

Gambar 25. Proses Bisnis Performance & Fault Management Pengukuran

Kuantitas (Otomasi) ............................................................... 74

Gambar 26. Proses Bisnis Performance & Fault Management

Pemantauan (Oomasi) ............................................................ 76

Gambar 27. Proses Bisnis Performance & Fault Management

Pembinaan (Otomasi) ............................................................. 78

Gambar 28. Proses Bisnis Performance & Fault Management

Pemantauan IVR .................................................................... 80

Gambar 29. Proses Bisnis Performance & Fault Management

Pemantauan Kinerja Grup Officer .......................................... 82

Gambar 30. Proses Bisnis Performance & Fault Management Akses

Server (Otomasi) .................................................................... 85

Gambar 31. Proses Bisnis Performance & Fault Management Kapasitas

Server ..................................................................................... 87

Gambar 32. Proses Bisnis Performance & Fault Management Status

Link ........................................................................................ 89

Gambar 33. Proses Rancangan Arsitektur High-Level .............................. 90

Gambar 34. Proses Rancangan Arsitektur ................................................. 91

Gambar 35. Use Case Agent Performance Management........................... 94

Gambar 36. Physical DFD Untuk Proses Tapping .................................... 102

Gambar 37. Physical DFD Untuk Proses Tes produk dan prosedur (P&P)

Pre Test & Post Test .............................................................. 103

Gambar 38. Physical DFD Untuk Proses Pemantauan .............................. 103

Gambar 39. Physical DFD Untuk Proses Pembinaan ................................ 103

Gambar 40. Physical DFD Untuk Proses Report ....................................... 104

Gambar 41. Physical DFD untuk proses Kuantitas ................................... 104

Gambar 42. Physical DFD untuk proses Fault Management .................... 105

Gambar 43. Rancangan Arsitektur Fisik Sistem Awal (sebelum

implementasi Performance & Fault Management) ............... 105

Gambar 44. Rancangan Arsitektur Fisik Sistem Performance & Fault

xiii

Management ........................................................................... 106

Gambar 45. Proses Pengukuran dan Analisa High-Level .......................... 111

Gambar 46. Analisa Kesuksesan Sistem Informasi ................................... 119

xiv

DAFTAR TABEL

Halaman

Tabel 1. Simbol-simbol Use Case .............................................................. 17

Tabel 2. Simbol-simbol Data Flow Diagram ............................................ 21

Tabel 3. Atribut-atribut Kesuksesan Sistem Informasi ............................. 33

Tabel 4. Tujuan Strategis dan Manfaat Perspektif ..................................... 92

Tabel 5. Event List Use Case Login ........................................................... 96

Tabel 6. Event List Use Case Tapping ....................................................... 97

Tabel 7. Event List Use Case Pemantauan ................................................. 98

Tabel 8. Event List Use Case Pembinaan .................................................. 99

Tabel 9. Event List Use Case Tes produk dan prosedur (P&P),

Pre Test & Post Test .................................................................... 100

Tabel 10. Event List Use Case Report ....................................................... 101

Tabel 11. Platform Perangkat Keras .......................................................... 109

Tabel 12. Platform Perangkat Lunak ......................................................... 110

Tabel 13. Hasil Perhitungan Uji Validitas Variabel Sistem Quality .......... 113

Tabel 14. Hasil Perhitungan Uji Validitas Variabel Information Quality . 114

Tabel 15. Hasil Perhitungan Uji Validitas Variabel Use ........................... 115

Tabel 16. Hasil Perhitungan Uji Validitas Variabel User Satisfaction ...... 116

Tabel 17. Hasil Perhitungan Uji Validitas Variabel Individual Impact ..... 117

Tabel 18. Hasil Perhitungan Uji Validitas Variabel Organizational

Impact ......................................................................................... 117

Tabel 19. Hasil Perhitungan nilai uji αCronbach Reliabilitas Kuesioner ....... 118

Tabel 20. Daftar variabel dan butir pengukuran kesuksesan sistem informasi

Informasi ..................................................................................... 120

Tabel 21. Hasil Goodness of Fit Model Pengukuran ................................. 121

Tabel 22. Evaluasi Regression Weights Uji Kausalitas ............................. 122

Tabel 23. Standardized direct effect, standardized indirect effect,

Standardized total effect ............................................................. 124

xv

Tabel 24. Data Average kuantitas kinerja agent sebelum dan setelah

Implementasi Performance & Fault Management .................... 127

Tabel 25. Data Average kualitas kinerja agent sebelum dan setelah

Implementasi Performance & Fault Management .................... 134

Tabel 26. Data Average kinerja IVR .......................................................... 141

Tabel 27. Data Downtime Server Aplikasi, Link dan Perangkat

Telekomunikasi .......................................................................... 143

xvi

DAFTAR GRAFIK

Halaman

Grafik 1. Average ACD April 2009-Maret 2010 ....................................... 128

Grafik 2. Produktivitas April 2009-Maret 2010 ......................................... 128

Grafik 3. SL30s April 2009-Maret 2010 .................................................... 129

Grafik 4. SCR (Successfull Call Ratio) April 2009-Maret 2010 ................ 130

Grafik 5. ART April 2009-Maret 2010 ....................................................... 131

Grafik 6. Holdtime ≤ 60s April 2009-Maret 2010 ..................................... 132

Grafik 7. AHT (Average handling Time) April 2009-Maret 2010............. 133

Grafik 8. Abandon Call April 2009-Maret 2010 ........................................ 134

Grafik 9. Prosentase nilai solusi April 2009-Maret 2010 .......................... 135

Grafik 10. Prosentase nilai solusi by tapping April 2009-Maret 2010 ...... 136

Grafik 11. Prosentase Nilai proses dan sikap April 2009-Maret 2010 ...... 137

Grafik 12. Prosentase Nilai proses dan sikap by Tapping April 2009-Maret

2010 ........................................................................................... 138

Grafik 13. Prosentase produk & prosedur agent April 2009-Maret 2010 . 139

Grafik 14. Prosentase produk & prosedur agent ≥ 95 April 2009-Maret

2010 .......................................................................................... 140

Grafik 15. Trend call IVR April 2009-Maret 2010 .................................... 142

Grafik 16. Abandoncall & SCR April 2009-Maret 2010 ........................... 142

xvii

DAFTAR LAMPIRAN

Halaman

Lampiran 1. Daftar Istilah .......................................................................... 151

Lampiran 2. Form Kuesioner ..................................................................... 155

Lampiran 3. Data Kuesioner Terolah ......................................................... 156

Lampiran 4. Output SPSS .......................................................................... 157

Lampiran 5. Output SEM ........................................................................... 158

Lampiran 6. Contoh Kuisioner Responden ................................................ 161