PERANCANGAN MEDIA MONITORING UNTUK PENGGUNA APLIKASI CRM DYNAMICS 365 MODUL SERVICE DENGAN METODE DESIGN THINKING DI PT UNITED TRACTORS PANDU ENGINEERING

PT United Tractors Pandu Engineering merupakan perusahaan manufaktur alat berat yang juga menyediakan layanan purna jual yang di kelola oleh Parts & Service Division, seperti layanan garansi unit pada jangka waktu 6 bulan dan 12 bulan yang tercatat dalam sistem informasi Customer Relationship Management (CRM). Banyak sekali modul yang disediakan oleh CRM, salah satunya ialah Modul Service. CRM Modul Service digunakan untuk melakukan administrasi dan dokumentasi keluhan kerusakan unit yang dibeli pelanggan. Setiap unit rusak yang masih dalam masa garansi akan didata dan diproses keluhannya serta di pemantauan penyelesaian keluhannya melalui CRM Modul Service. Salah satu kesalahan yang terjadi pada pengoperasian CRM Modul Service adalah kesalahan pengguna dalam memasukan data sehingga menyebabkan lamanya waktu penyelesaian keluhan unit pelanggan. Design Thinking digunakan untuk mengetahui pemecahan masalah yang dihadapi, dengan cara mengumpulkan ide - ide melalui brainstorming melalui pendekatan dari para pengguna agar perancangan media pemantauan sesuai dengan karakteristik pengguna. Hasil dari penelitian ini berupa terciptanya media pemantauan, standarisasi penulisan, serta terbuatnya video tutorial untuk mempermudah pengguna dalam memasukan temuan di aplikasi CRM Dynamics 365 CRM Modul Service.Dengan implementasi yang dijalankan dapat menurunkan kesalahan memasukan data sebesar 55%.

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Sustainable Customer Relationship Management (susCRM): In research and practice

PsycEXTRA Dataset ◽

10.1037/e605322012-019 ◽

2011 ◽

Author(s):

Max Ruhwinkel ◽

Klaus D. Wilde

Keyword(s):

Customer Relationship Management ◽

Relationship Management ◽

Customer Relationship ◽

Research And Practice

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Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

Jurnal Sisfokom (Sistem Informasi dan Komputer) ◽

10.32736/sisfokom.v7i2.558 ◽

2018 ◽

Vol 7 (2) ◽

pp. 180

Author(s):

Wiyanto Wiyanto ◽

Fajar Butsianto ◽

Karsito Karsito

Keyword(s):

Information Technology ◽

Information System ◽

Medical Record ◽

Customer Relationship Management ◽

Unified Modeling Language ◽

Relationship Management ◽

Customer Relationship ◽

Design System ◽

System Validation ◽

Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

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