Utami, Kartika (2018) Evaluasi Pada Variasi Proses Bisnis Jenis Pembayaran Tagihan Air Dengan Menerapkan Process Mining dan Quality Evaluation Framework (QEF) Pada Perusahaan Daerah Air Minum Kota Malang. Sarjana thesis, Universitas Brawijaya.
Abstract
PDAM Kota Malang merupakan Badan Usaha Milik Daerah (BUMD) yang menyediakan layanan air bersih dan diharapkan dapat memberikan pelayanan terbaik bagi masyarakat dari berbagai macam sudut pandang proses bisnis. Layanan PDAM yang paling mendominasi adalah layanan pembayaran tagihan air yang ditetapkan dalam tiga status pembayaran berdasarkan hasil wawancara guna mengatasi adanya beberapa pola dan karakteristik pelanggan yang berbeda. Sehingga untuk menjamin layanan pembayaran tagihan air agar kinerjanya senantiasa baik, perlu dilakukan evaluasi proses bisnis untuk mengetahui kualitas proses bisnis yang sedang berjalan. Proses bisnis pembayaran tagihan air dimodelkan dengan menggunakan Yet Another Workflow Language (YAWL) dan selanjutnya disimulasi sehingga didapatkan event log dari model proses tersebut. Event log yang dihasilkan digunakan untuk menemukan variasi proses bisnis menggunakan pendekatan process mining dengan alat bantu ProM. Evaluasi proses bisnis dilakukan menggunakan metode Quality Evaluation Framework (QEF) yang menghasilkan 6 Quality Factor yang tidak sesuai dengan target perusahaan, hal ini menunjukkan adanya kesenjangan antara target perusahaan dengan kinerja yang sedang berjalan. Hasil evaluasi selanjutnya dihubungkan dengan hasil variasi sehingga dapat disimpulkan bahwa munculnya ketidaksesuaian pada Quality Factor proses bisnis jenis pembayaran tagihan
English Abstract
PDAM Malang City is one of Regional Owned Enterprises (BUMD) which provides clean water in Malang. As an organization in the service sector, PDAM Malang City is expected to give the best service for Malang’s citizen in various business process viewpoint. The most dominant service in PDAM is water payment which defined in three payment status based on an interview to resolve different customer characteristic. It is necessary to do an evaluation of the business process to guaranty best service in PDAM and understand business process quality which is currently running. The water payment business process is modeled by Yet Another Workflow Language (YAWL). Furthermore, the business process is simulated to acquire event log from the models. The event log is used to find business process variant using process mining method and ProM Tools. Evaluating the business process has been implemented by the Quality Evaluation Framework (QEF) method. There are 6 Quality Factors which doesn’t suit with organization target. It shows that there are gaps between targets and performances in the organization. Further evaluation related to the business process variant so it can be concluded that the emergence of nonconformance in Quality Factor business process is not influenced by business process variant existence. And the existence of business process variant is not influenced by business process evaluation type of water payment in PDAM Malang City.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2018/444/051808049 |
| Uncontrolled Keywords: | process mining, quality evaluation framework (QEF), quality factor, yet another workflow language (YAWL), event log, variasi proses bisnis. |
| Subjects: | 300 Social sciences > 363 Other social problems and services > 363.6 Public utilities and related services > 363.61 Water supply |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 03 May 2019 01:56 |
| Last Modified: | 18 Oct 2021 06:57 |
| URI: | http://repository.ub.ac.id/id/eprint/162006 |
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