PERANCANGAN DASHBOARD MONITORING KINERJA DIVISI ACADEMIC OPERATIONS DI SCHOTERS

• Main Author: Arya Pananjung, Galuh
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/86086
• Institution: Institut Teknologi Bandung

Schoters, a digital educational platform that offers various preparatory programs for studying abroad, faces significant challenges in monitoring the operational performance of all programs managed by the Academic Operations Division. Dissatisfaction of C-level Executives with the weekly performance evaluation reports stems from two primary factors: first, the increasing number of customers and subprograms is not matched with the development of adequate tools to assist employees in report preparation; second, the lack of standardized performance metrics used by the Academic Operations Division. To address these issues, this study aims to identify relevant standardized performance metrics and design a structured and automated performance monitoring dashboard tailored to the needs of the Academic Operations Division. This research employs a combination of Noetix and EVA methodologies. Noetix method is selected for its ability to limit the project scope, allowing for a focused approach on a single division, namely Academic Operations. Meanwhile, EVA method provides detailed guidance for each stage of dashboard design, including the identification of Key performance indicators (KPI) that are relevant and standardized across all programs. A user-centric approach through prototyping is utilized to ensure that the dashboard design is iterative and responsive to user feedback. The development process involves the use of tools such as BigQuery for data processing and Looker Studio for data visualization. The results of the study successfully identify three main categories of standardized performance metrics: Operations, Customer Generated, and Accomplishment. Operations category is represented by SLA compliance; Customer Generated category is measured by net promoter score (NPS), number of complaints, and complaint rate; and Accomplishment category is assessed by the student success rate. A Tactical Dashboard has been successfully designed and implemented to monitor program performance automatically and in a structured manner, meeting the specific needs of C-level Executives, Academic Operations Managers, and Program Coordinators. The dashboard is designed with near real-time capabilities and features clickable points and cross-filtering, facilitating the identification of issues and improving decision-making processes.