Latif, Zahrul (2013) Rekayasa Aplikasi Case Base Reasoning Sebagai Pendukung Penanganan Komplain Produk Pelumas Studi Kasus PT. ALP Petro Industry. Sarjana thesis, Universitas Brawijaya.
Abstract
PT. ALP Petro Industry merupakan perusahaan berorientasi pelanggan dimana perusahaan berupaya untuk memberikan pelayanan yang baik kepada pelanggan melalui departemen customer service. Salah satu fungsi departemen ini adalah menangani komplain pelanggan. Komplain pelanggan pada produk PT. ALP Petro Industry sering dihadapkan pada permasalahan pemberian pelayanan yang cepat, dan solusi yang tepat. Status komplain sebagai kesimpulan dibedakan menjadi dua yaitu justified dan unjustified. Justified adalah status komplain yang mewajibkan perusahaan bertanggung jawab atas kerugian akibat produk terkomplain sedangkan unjustified adalah status komplain dimana perusahaan tidak memiliki kewajiban menanggung kerugian akibat produk terkomplain. Status komplain diberikan oleh PT. ALP Petro Industry maksimal selama dua hari. Namun seringkali hal itu diberikan lebih dari dua hari karena padatnya kerja departemen customer service. Komplain pelanggan terkait performa pelumas pada dasarnya merupakan permasalahan yang berhubungan dengan sistem pelumas yang biasanya memiliki kemiripan terhadap kasus-kasus yang pernah terjadi sebelumnya. Pada penelitian ini dikembangkan prototipe Aplikasi Penanganan Komplain Pelumas dengan pendekatan case base reasoning, yaitu metode pemecahan masalah dengan cara mencari kemiripan dan mengadopsi pengetahuan serta solusi pada kasus-kasus yang ada sebelumnya. Pengembangan aplikasi prototipe ini dilakukan melalui tahapan desain, implementasi, dan pengujian aplikasi. Tahapan desain dilakukan dengan membuat struktur kasus komplain performa pelumas, mendefinisikan nilai kemiripan dan pembobotan fitur, serta mendefinisikan rule adaptasi. Pendefinisian nilai kemiripan didasarkan pada hubungan antar domain dalam satu feature sehingga nilai kemiripan dibagi menjadi tiga yaitu kemiripan mutlaq dengan nilai 1, kemiripan rentang dengan nilai 0 ≤ x ≤ 1, dan tidak ada kemiripan dengan nilai 0. Tahapan implementasi dilakukan dengan membuat aplikasi prototipe sesuai dengan tahapan desain. Pembuatan aplikasi prototipe ini dilakukan dengan menggunakan tool Esteem 1.4. Tahapan pengujian aplikasi dilakukan dengan melakukan uji verifikasi, uji validasi dan uji prototipe. Pengujian aplikasi ini bertujuan untuk mengetahui apakah aplikasi prototipe dapat berjalan dengan benar dan sesuai dengan tahapan desain dan implementasi. Berdasarkan uji verifikasi dihasilkan bahwa implementasi aplikasi telah sesuai dengan tahapan desain yaitu tampilan input data yang dapat menampilkan semua feature dalam perancangan struktur kasus, dan rule adaptasi telah dapat berjalan sesuai tahapan desain. Berdasarkan uji validasi dapat dihasilkan kesimpulan bahwa tujuan aplikasi untuk dapat memunculkan solusi kasus berdasarkan nilai kemiripan telah dapat dilakukan, dan nilai kemiripan yang dihasilkan aplikasi sesuai dengan hasil perhitungan manual seperti pada teori yang ada. Berdasarkan uji prototipe disimpulkan aplikasi bisa menghasilkan out put yang dikehendaki user yaitu menampilkan kasus-kasus lama beserta solusi kasus berdasarkan kemiripan terhadap kasus baru. Aplikasi Penanganan Komplain Pelumas ini merupakan merupakan aplikasi pendukung yang bersifat semi terstruktur sehingga peran manusia masih dibutuhkan sebagai pengambil kesimpulan terakhir terhadap kasus baru.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FT/2012/620/051300923 |
| Subjects: | 600 Technology (Applied sciences) > 670 Manufacturing |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Hasbi |
| Date Deposited: | 09 Apr 2013 09:35 |
| Last Modified: | 21 Oct 2021 02:24 |
| URI: | http://repository.ub.ac.id/id/eprint/141762 |
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