UPAYA PENANGANAN GANGGUAN JARINGAN TELEPON DALAM RANGKA PENINGKATAN MUTU PELAYANAN: Studi Kasus PT. TELKOM Kandatel Bandung

• Main Author: Heri, Joni
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/1512
• Institution: Institut Teknologi Bandung

Reformation of telecommunication sector in Indonesia that leads to the change of market structure from monopolistic to competitive, calls for a better competitiveness from PT. TELKOM It's done by providing a better service quality than the others operators. In line with the company's objective to achieve performance standard as a world class telecommunication operator in 2001, TELKOM is trying to improve the network availability by keeping the fault rate as little as possible, and improve the handling process if a fault happens. The fact in the field shows that the performance of telephone line especially in Kandatel Bandung hasn't reached the set target yet. It's even going down, as seen from the number of fault indicator (Q) and the fault handling time. The analysis includes : what are the fault that cause the high fault number at the telephone line and why the fault handling process time is still considered quite long ?; has maintenance been well done and fault handling mechanism and procedure been done correctly ?; what improvements should be made based on the identification of the cause of the poor line telephone performance ?; what are the requirements to implement the improvement programs about to be done ?. To overcome these problems, the proposed improvements consist of two programs : short term and long term. The short term program focus mainly on: transformation and up-grading program for Human Resource management, to familiarize working culture and improve the Human Resource knowledge and skill, this is achieved by training programs; telephone line maintenance activity and work method improvement. As for long term program, focus mainly on: Human Resource Management in Kandatel; and modernization of maintenance management and technology of telephone line. This proposal for improvement is expected to meet the company's objective to promote it's service quality.