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Brata Wibawa Djojo, Brata Wibawa
Universitas Bina Nusantara
Economics, Econometrics & Finance Social Sciences

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Journal : Journal The Winners

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Perancangan E-CRM pada PT Multi Superindo Manunggal Djojo, Brata Wibawa; Tamara, Karin
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 11, No 1 (2010): The Winners Vol. 11 No. 1 2010
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v11i1.697

Abstract

The key to the success of a company does not only lie in the product or service being offered, but in how far the company's efforts in satisfying the needs of its customers. Results of the system analysis, shows that problems faced by the company are caused by still not optimal customer services. The purpose of this study is to analyze the appropriate strategy for the company and design systems to support the implementation of the strategy. The analytical method used in analyzing the industry with Porter's Five Forces model, and formulation of strategies for using the method of analysis of external and internal environment with matrix IFE and EFE, followed by a SWOT matrix, and strategy decisions based on the matrix QSPM. Results from the formulation of strategy are market penetration strategy. E-CRM system is considered to be the most appropriate in implementation of this strategy and overcoming the problems faced by the company. Web-based e-CRM systems, focusing on the development and maintenance of long-term relationships with customers that can provide added value to both. E-CRM system is expected to make transactions easier for customers to order and get customer service, and also for prospective customers to access accurate company information. Design of E-CRM systems are conducted using 7C method.
New Software Performance with Balanced Score Card Assessment: Case Study at LPGI Jakarta Djojo, Brata Wibawa
Journal the Winners: Economics, Business, Management, and Information System Journal Vol 12, No 2 (2011): The Winners Vol. 12 No. 2 2011
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/tw.v12i2.678

Abstract

Implementation of information technology (IT), especially new software applications, needs to be evaluated for its impact to organization’s business performance related to its strategic goal. The measurement and evaluation of a new software implementation impact in LPGI Jakarta uses Balanced Scorecard (BSC) analysis by making comparison of three-year data. The analysis involves four perspectives of BSC: (1) Financial aspect with the growth of gross premium written (GPW), net premium written (NPW), underwriting profit; (2) internal business aspect: the frequency of policy issued and the average production per policy; (3) people or learning and growth which consists of human error and system error; (4) customer aspect with external endorsement and renewal ratio. This research measures and evaluates for the impact of the implementation of a new software application to the new business performance as Marginal and Fair contribution.  At the end of this paper the writer suggests LPGI Jakarta to increase the sales activities to reach the target which is related directly to financial aspect and internal business process aspect.
Co-Authors Karin Tamara, Karin Oey Charlie, Oey