PROPOSED OPERATIONS STRATEGY FOR INDIHOME TO IMPROVE ASSURANCE PERFORMANCE IN PT TELEKOMUNIKASI INDONESIA SURABAYA SELATAN

• Main Author: Hedianti Putri, Devyantasa
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/42744
• Institution: Institut Teknologi Bandung

PT Telekomunikasi Indonesia or as known as Telkom is an Indonesian state-owned company engaged in telecommunication and network provider business. One of their products on consumer segment are Indihome. Indihome stands for Indonesia digital home. Indihome is the leading digital service using fiber optic technology that offers Triple Play services consisting of home internet (fixed broadband internet), fixed wireline phone and interactive TV (UseeTV). Since being launched in 2015, Indihome has grown, currently, as per December 2018 data Telkom has 5,1 Million of fixed Indihome consumer across Indonesia. Being a service provider, assurance services become an important part to maintain its customer loyalty and customer satisfaction. During 2018 it is known that their assurance performance was not in a good condition, it is measure using their assurance KPI in which it shows that there are 7,01% customer complaint (Q) regard to network access disturbance. This study later on trace the largest composition Q, and it is found in Telkom Witel Surabaya Selatan, which have 7,25% Q. Refer to the analysis it is found that 90,2% Q are cause by physical network access error, it is also found out that 50% of its cause by cable breakdown which cause by external factor and the rest is because unstandardized installation. This study then using current tree analysis to analyze the root cause of unstandardized installation and found five root causes that need to be solved. This study will use the operations strategy framework from Nigel and Slack to proposed operations strategy solution that can be used to solve the problem. Using the framework, the main business issue here is there is a gap between the Indihome current network performances and the Indihome customer expectation regards to the network services performances, and Telkom Witel Surabaya Selatan needed to be able to provide more stable Indihome services. This study then proposed 8 operations strategies with its implementation plan in a form of program