KEY PERFORMANCE INDICATORS ANALYSIS OF WAITING TIME IN GRAPARI TELKOMSEL
PT Telkomsel is the first and biggest telecommunications provider celluler company in Indonesia. Stand up by law legal on 26th May 1995. Telkomsel represent company as <br /> <br /> <br /> first provider which introduce product of GSM Pre Paid. With growth of cutomer amount whi...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/15631 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | PT Telkomsel is the first and biggest telecommunications provider celluler company in Indonesia. Stand up by law legal on 26th May 1995. Telkomsel represent company as <br />
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first provider which introduce product of GSM Pre Paid. With growth of cutomer amount which increasing from year by year, obliging Telkomsel to maintain quality of their product and service. Service given to customer through call-center and Grapari. Where performance of Grapari determining in from Key Performance Indicators (KPI). <br />
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This Research aim to look for solution of disability of Grapari in reaching KPI Waiting time equal to 15 minute, and also determine the amount of correct number of server to get better achievment of KPI time waiting. This matter will affect direct at customer satisfaction value Of Grapari Telkomsel. <br />
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Analyze of this KPI waiting time problem is conducted by doing calculation of CPA each activities conducted by Grapari Frontliners, then also seen through comparison of growth amount of cutomer and its comparison with availability of server. The result of analysis show that by enhancing the amount of server to become 7 server, hence waiting time can improve or repair performance of KPI waiting time. Amount of this server also yield server utilities above 90%. With average customer come up to 24 people perhour. |
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