Improving the Quality Sla of Customer Services in Enterprise System using Dmaic Method at Pt. Telin

Abstract

The development of information technology is currently growing rapidly so that many companies need software products to improve the efficiency and effectiveness of company operations. This makes more and more new information technology (IT) companies cause business competition to become more competitive. PT Telin as an old IT company since 1995 must have a reliable strategy to be able to retain old customers and reach new customers by improving the quality of software products. Quality products will increase customer satisfaction and company value. At present, PT Telin, as one of the largest telecommunications companies providing various types of services to its customers, is aware that there is a lack of service management. The service here is meant to be more focused to internet data service services. This can reduce customer satisfaction and have a negative impact on the company both short and long term. This problem can be influenced by various factors that exist in the company. This can be like business processes, company databases, databases and users that cause shortages that result in poor service to customers so that the SLA exceeds the limits specified in the contract. One of the quality improvements that are widely studied and applied by companies is the DMAIC Method, which is Define, Measure, Analyze, Improve, and Control. This method is a method that focuses on improving product quality and increasing the effectiveness and efficiency of all operational processes to meet customer needs and satisfaction. The purpose of using this method is to change the Business Process that is currently running to be better than before and the results of this project are expected to help the company in improving the quality of the company's Management Services to customers and can be better in business development. After all the recommendations in this research are implemented, the estimated sigma level of the quality service management increases by 0.39σ (3.80σ to 4.19σ)