Analisis sistem CRM divisi teknologi informasi :: Studi kasus PT. Siemens Indonesia

GUSTIAN, Ade Yudha, Didi Achjari, Dr.,M.Com

2006 | Tesis | Magister Manajemen

Studi ini bertujuan untuk menganalisis sejauh mana penerapan CRM di divisi teknologi informasi PT. Siemens Indonesia, menganalisis tingkat kepuasan user terhadap pelayanan sistem informasi, serta menganalisis sejauh mana infrastruktur teknologi dan sistem informasi yang ada saat ini mendukung layanan CRM. Penelitian dilakukan melalui observasi langsung terhadap data yang ada di lapangan serta survey melalui kuisioner terhadap seluruh karyawan. Dengan target 1700 staff karyawan, survey ini mendapat respon sebanyak 455 responden atau sebesar 27 %. Adapun variabel yang akan diukur menyangkut kepuasan user antara lain Support Availability, Understand Request, Technical Competence, Respon Time, Time Schedule Accuracy, dan Personal Contact. Hasil dari penilitian ini antara lain : secara garis besar user sudah cukup puas (satisfied) terhadap pelayanan atau service teknologi informasi yang diberikan oleh divisi tekonologi informasi, sesuai data hasil survey rata-rata (average) kepuasan mencapai 2.7 (skala 5.0 ). Terdapat 2 kriteria yang mendapatkan nilai dibawah rata-rata yaitu, Respon Time dan Time Schedule Accuracy. Dalam penelitian ini juga dapat disimpulkan bahwa sistem CRM yang ada saat ini masih perlu perbaikan, baik itu ditinjau dari sumber daya manusia, teknologi, maupun proses bisnisnya.

This study is aimed to analyze the depth of CRM implementation in Information Technology Division PT Siemens Indonesia, to analyze user satisfaction level against information system service, and to analyze the depth of information system and technology infrastructure support in CRM service. The research is done by direct observation toward real data of CRM usage and quiz spread to all employee. Targeted to 1700 employee, this survey gets response as much as 455 respondent or 27% of target. Variables being measured related with user satisfaction are Support Availability, Understand Request, Technical Competence, Response Time, Time Schedule Accuracy, and Personal Contact. This survey result are majority of users is quite satisfied with information technology service given by information technology division, according to survey result average of satisfaction reach 2.7 (5.0 scale). There are 2 criterions which get score below average, i.e. Response Time and Time Schedule Accuracy. In this research, it can be concluded that existing CRM system need improvement, either from human resource, technology, or the business process.

Kata Kunci : Kepuasan Pelanggan,Teknologi Informasi,Customer Relationship Management System, CRM, software, support availability, understand request, technical competence, response time, time schedule accuracy, personal contact, and business process.