CD Skripsi

Rekayasa Proses Bisnis Manajemen Helpdesk Pada Upt Tik Universitas Riau Menggunakan Business Process Improvement

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Riau University's Information and Communication Technology Technical Implementation Unit (UPT TIK) has an important role in supporting the management and development of information and communication technology within the university. However, the implementation of UPT TIK often faces obstacles, especially related to the management of complaints about operational disruptions in information and communication technology. The UNRI One Helpdesk website, which is managed by UPT TIK, serves as a platform for receiving, managing, and resolving these complaints. In practice, the management of this Helpdesk still faces various challenges, such as slow response to incidents, lack of adequate documentation, and lack of evaluation of incident resolution. This research aims to engineer the incident management business process to improve the efficiency and effectiveness of complaint management at the Riau University ICT Unit. The method used is Business Process Improvement (BPI). This research resulted in business process design recommendations on manual activities, such as checking reporter data and creating a knowledge base. Other recommendation results are improvements with the use of technology and also standardization in business process implementation procedures. Improvements were made using 12 streamlining tools, including Automation, Simplification, Standardization, Duplication Elimination, and Optimization. The simulation results show that the time required to run the recommended business process is more efficient than the current business process. Complaint management experienced a time reduction of 76.13%, which is a difference of 5 days 19 hours 57 minutes. Meanwhile, the creation of the knowledge base shows a time reduction of 94.41%, or equivalent to 1 day 7 hours 50 minutes. Thus, the recommended business process provides significant efficiency and can be a solution implemented by UPT TIK Riau University to improve the performance of incident and complaint management.

Keywords: Business Process Improvement, Helpdesk Satu UNRI, Incident Management, Business Process Engineering, UPT TIK.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2103110834

Penerbit

Pekanbaru : Universitas Riau FMIPA Sistem Informasi., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2103110834

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

SISTEM INFORMASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

Mutia

Versi lain/terkait

Lampiran Berkas

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