Otong Rukmana
Prodi Teknik Industri, Fakultas Teknik, Universitas Islam Bandung, Indonesia

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Penerapan Sistem Informasi Customer Relationship Management (CRM) di PT Lucas Djaja Abel Roman Saviola; Otong Rukmana; Ahmad Arif Nurrahman
Bandung Conference Series: Industrial Engineering Science 527-536
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsies.v6i2.24481

Abstract

Abstract. PT Lucas Djaja has experienced a downward trend in sales due to the lack of an integrated digital customer information system, relying instead on conventional transactions and communication methods. This study aims to design an e-commerce-based Customer Relationship Management (CRM) system to automate information acquisition and provide digital communication channels. The system design method began with an analysis of the company's condition using the 7C Framework of Customer Interface, followed by implementation using the PrestaShop e-commerce platform integrated with the Tawk.to live chat module. The results indicate that this CRM system successfully digitalizes and automates marketing, sales, and customer service processes. This integration provides a digital product catalog database, self-service transactions, real-time communication, and automated analytical reports. In conclusion, implementing a CRM system using PrestaShop and Tawk.to offers a strategic solution to overcome operational issues, enhance work efficiency, and strengthen customer loyalty at PT Lucas Djaja. Abstrak. PT Lucas Djaja mengalami tren penurunan penjualan akibat ketiadaan sistem informasi pelanggan berbasis digital yang terintegrasi, di mana transaksi dan komunikasi masih dilakukan secara konvensional. Penelitian ini bertujuan merancang sistem informasi Customer Relationship Management (CRM) berbasis e-commerce guna mengotomatisasi perolehan informasi dan menyediakan saluran komunikasi digital. Metode perancangan diawali dengan analisis kondisi perusahaan menggunakan kerangka kerja 7C Framework of Customer Interface, kemudian diimplementasikan menggunakan platform e-commerce PrestaShop yang diintegrasikan dengan modul live chat Tawk.to. Hasil penelitian menunjukkan bahwa sistem CRM ini berhasil mendigitalisasi dan mengotomatisasi proses pemasaran, penjualan, dan layanan pelanggan. Integrasi ini menyediakan pangkalan data katalog digital, transaksi mandiri (self-service), komunikasi real-time, serta laporan analitis otomatis. Kesimpulannya, penerapan CRM berbasis PrestaShop dan Tawk.to menjadi solusi strategis dalam mengatasi permasalahan operasional, meningkatkan efisiensi kerja, serta memperkuat loyalitas pelanggan di PT Lucas Djaja.
Sistem Kinerja Berbasis OKR & Business Intelligence Dashboard Fadli Naufal Machmud; Otong Rukmana; Dewi Shofi Mulyati
Bandung Conference Series: Industrial Engineering Science 537-544
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsies.v6i2.24890

Abstract

Abstract. PT Inovasi Mandiri Pratama is a mapping and geospatial services company facing constraints such as an unstructured performance measurement system, a high absenteeism rate (9.5%), and a competency mismatch of 38%. This study aims to design an employee performance measurement system based on Objectives and Key Results (OKR) integrated with a Business Intelligence (BI) Dashboard. This study used a quantitative descriptive method. Primary data collection was conducted through questionnaires and interviews, while secondary data was obtained from company documentation. The system design was carried out through the identification of Spencer Competencies, the preparation of Key Performance Indicators (KPI), OKR cascading, and dashboard visualization on Looker Studio. The results showed that 16 out of 20 generic Spencer competencies were identified as relevant, with the Concern for Order competency having the highest urgency. Performance measurement resulted in a variation in employee OKR achievement scores in the range of 0.09 to 0.94. The achievement results are visualized through a BI Dashboard to facilitate management in monitoring actual performance. This research provides managerial implications in the form of an integrated framework between competencies, KPIs, and OKRs embodied in a dashboard information system for more objective decision making. Abstrak. PT Inovasi Mandiri Pratama merupakan perusahaan jasa pemetaan dan geospasial yang menghadapi kendala belum terstrukturnya sistem pengukuran kinerja, tingginya tingkat ketidakhadiran (9,5%), dan adanya mismatch kompetensi sebesar 38%. Penelitian ini bertujuan merancang sistem pengukuran kinerja karyawan berbasis Objectives and Key Results (OKR) yang terintegrasi dengan Dashboard Business Intelligence (BI). Penelitian ini menggunakan metode deskriptif kuantitatif. Pengumpulan data primer dilakukan melalui kuesioner dan wawancara, sedangkan data sekunder dari dokumentasi perusahaan. Perancangan sistem dilakukan melalui identifikasi Kompetensi Spencer, penyusunan Key Performance Indicators (KPI), cascading OKR, dan visualisasi dashboard pada Looker Studio. Hasil penelitian menunjukkan bahwa 16 dari 20 kompetensi generik Spencer teridentifikasi relevan, dengan kompetensi Concern for Order memiliki urgensi tertinggi. Pengukuran kinerja menghasilkan variasi skor capaian OKR karyawan pada rentang 0,09 hingga 0,94. Hasil pencapaian tersebut divisualisasikan melalui Dashboard BI untuk memfasilitasi pihak manajemen dalam memantau kinerja secara aktual. Penelitian ini memberikan implikasi manajerial berupa kerangka terintegrasi antara kompetensi, KPI, dan OKR yang diwujudkan dalam sistem informasi dasbor untuk pengambilan keputusan yang lebih objektif.