PERFORMANCE EVALUATION OF BTN SMART (SALES MONITORING AND REFERRAL TOOL) TO IMPROVE BTN BUSINESS PRODUCTIVITY

• Main Author: Lindiasari, Estrellita
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/46279
• Institution: Institut Teknologi Bandung

BTN SMART is an integrated sales force device equipped with Lead Management System (LMS) feature and data processing algoritm to monitor BTN Outlet performance that can be accessed through cellular phone and computer. This device is a support tool developed by Bank BTN in 2018 in order to achieve asset growth to be IDR 515,43 trilions in 2020 that was already set up by government as main stakeholder. Performance evaluation of BTN SMART must be prioritized by Bank BTN to improve device utilization that finally give real impact to company achievement. This reseach aims to evaluate, to identify problems exist on device and propose recommendation as improvement for device so the utilization of device can be upgraded which will be impacted to business productivity as a part of company achievement. The method used in this research is conducting interview to some sales personnels to get their perception about BTN SMART which also was supported by root cause decision model using fish bone diagram, four whys and pareto modelling as platform to decide the main root causes in order to state strategy steps for increasing of BTN SMART utilization. The results of this research are main root cause of BTN SMART low utilization coming from machine criteria, which has result about 49 % compared with others criteria. Some actions to be followed up to increase utilization of BTN SMART by developing mobile application and integrated with existing core application.