Article Per Year (5 Year)
p-Index From 2020 - 2025
0
P-Index
This Author published in this journals
All Journal The Indonesian Journal of Business Administration
Aries F. Firman
Unknown Affiliation
Decision Sciences, Operations Research & Management

Published : 3 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 3 Documents
Search
Journal : The Indonesian Journal of Business Administration

 1 
Determining Critical Success Factors of Project Management in Allianz Life Indonesia Sefrina Christy, Amalia; Firman, Aries F.
The Indonesian Journal of Business Administration Vol 6, No 2 (2017)
Publisher : The Indonesian Journal of Business Administration

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Abstract - Allianz is one of the largest companies in the world which providing insurance services, banking and asset management. The company was originally founded in 1890 in Germany. “Project portfolio” represents the pool of projects at Allianz defined and approved by Board of Director (BoD) and managed centrally by the Central Project Office (CPO)/Project Management Office (PMO). All initiated projects are consolidated in one place regardless of department owner, business area, or project status. With respect to project lifecycle especially on system development, Allianz has its own methodology called Allianz Development Methodology (ADM). In the most cases, a successful project is based on three common criteria, which are cost, time, and quality. But in fact, evidence for success and failure of a project is not only seen on the accomplishments of cost, time, and quality. This research comes up to find out the indicators of success and failure project according to project manager, business user, and IT programmer perspectives in Allianz Life Indonesia in order to resolve the problem. Research methodology used to find out this research question is based on qualitative analysis. The data will be collected by interviewing nine persons, which reflect the stakeholders of Allianz Life Indonesia’s operation. When used along with quantitative methods, qualitative research can help us to interpret and better understand the complex reality of a given situation and the implications of quantitative data. Results from this study are expected to help Allianz Life Indonesia project management team to achieve specific project performance level. The key success factor of project management carried out at Allianz Life Indonesia is not only derived from technical factor but also related to non-technical factors in managing the work environment. Keywords: Allianz Development Methodology (ADM), Central Project Office (CPO), Project Management Office (PMO), Project Management, Critical Success Factor.
Improvement of The Operation for KOPIBIKE Restaurant Using Menu Engineering Approach Adeng, Rachmadi; Firman, Aries F.
The Indonesian Journal of Business Administration Vol 2, No 6 (2013)
Publisher : The Indonesian Journal of Business Administration

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

In the food business today, having a list of regular customers is not enough to remain successful. One of the key is needs a well performed sales mix analysis and pricing strategies to keep the food businesses thriving. For this analysis it can be used Menu Engineering which provide calculating the sales and it’s constribution margin, and categorizing it. From the aspect of Operation Management restaurant need to control their inventory, a complete listing of their stock of raw materials and components, works in progress and finished products. The purpose of inventory control is to efficiently manage the availability of stock for production, sales and delivery and services of a business to maximize the volume of business and profits. This final project is focused on how the menu engineering result can change the menu design and it’s component with the aim of improving profitability and improvement on inventory management in the restaurant can support effective and efficient business process in order to delight customers by fulfilling their demand. Keywords: Availability of Stock, Menu Engineering, Operation Management
Managing the Operation of Call Center: An Attempt to Improve Service Quality for Costumer Satisfaction Case Study: PT. Astra International, Tbk - AstraWorld Mukhaiyar, Hadi; Firman, Aries F.
The Indonesian Journal of Business Administration Vol 2, No 4 (2013)
Publisher : The Indonesian Journal of Business Administration

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

As CRM company for automotive industry, AstraWorld face so many challenges, especially in call center services. Almost every day, our end customers make interaction with call center agents 24 hours and 7 days. The activities are also different and depend on the customers needs, such as inqueries, booking, complaint, customer requests, emergency assistance, etc. But during that time, there is none survey to measure whether the customer feel satisfied or dissatisfied so the company able to set a strategic to improve the operational quality of service. Another fact found from our database analysis research that the customers will make interaction with the call center after 6 month – 12 month later. So looking at this condition, positive or negative services given will determine the customers level of satisfaction or event determine whether the customer want to use call center services again. This project will share about what is the real expectation that the customers bring while using call center and how to manage the operational call center with excellent services. Initial survey from all aspects that affect Customer Satisfaction (CSAT) Index is conducted to all customers who ever made interaction with call center, such as System Accessibility, Process & Procedures, and People. System accessibility related how easy the customers able to reach call center agent after dialing up the hotline number. Process & procedures related on how flexible information requested able to deliver to the customers. And people related to agents level of competencies and knowledge in delivering all customers needs. To be able to find the root cause then additional surveys are required both from internal agents perspective and customers perspective. The problem solution offered focus on quality internal improvement, include Developing People Competencies and Enhancing Knowledge Management Features. Through these strategies hopefully able to develop professional call center agents with excellent services standards. And of course able to improve company CSAT score.  Keywords: Call Center, Customers, Service Quality, Call Center Agent, Customer Satisfaction 
Co-Authors Hadi Mukhaiyar Rachmadi Adeng Sefrina Christy, Amalia