RESEARCH METHODOLOGY

3. RESEARCH METHODOLOGY

Customer satisfaction is a person's feelings of pleasure or disappointment arising from

The methods of analysis and design to build comparing the perceived performance of the

a system of web-based CRM can be product (or outcome) with their expectations.

described as follows:

If performance fails to meet expectations,

1. Data Collection Methods the customer is not satisfied. If performance

a. Field studies (Field Research)

Customer Relationship Management Information System Fransiskus Adikara

DSS-15 DSS-15

ISSN : 1978-774X At this stage, we collect written data

personnel scattered throughout the country, and interview stakeholders in PT Citra

TIKI become the largest company among Van Courier Express, about the topic

delivery services industry via air express and the subject matter, scope,

courier in Indonesia.

objectives and benefits, the most critical issues, and the proposed resolution to the problem.

5. PROBLEMS ANALYSIS

b. Literature study (Library Research) Literature study with source obtained

The analysis is done by conducting surveys from books, articles, the Internet, and

and analyzing the current system to obtain other scientific literature related to this

information or data from the system. After study, especially those related to web-

that, we do requirements elicitation by based CRM application.

conducting interviews with Titipan Kilat. Also

2. Analysis Method we conducted a comparative analysis to

a. The analysis of business processes. support design process, with features

b. Analysis of the required customer provided by competing companies to its information needs and the results will

customers. All analyzes were performed to

be applied to the application of e-CRM identify the problem in terms of customer systems.

service at Titipan Kilat. There are three

c. Compare analysist: Observe other

founding consist of :

shipping company's website as a

1. Customers have difficulty in obtaining a comparison against the website that

delivery status information. will be created.

2. The website of the company is still a

3. Iterative methods general nature and static, while the

a. CRM application database design. company's competitors also have a

b. Designing menus and specification website already provides several features process.

important to the customer.

c. Designing screens.

complaints are handled properly. Only staff who receive complaints through telepone involved, the

3. Customer

4. COMPANY BACKGROUND

staff themselves had difficulty in tracking customer complaints, with the exception

PT. Citra Van Courier Express (TIKI) of customers who filed the complaint formerly known as CV. Titipan Kilat was

itself.

founded in 1970 in Jakarta, with the founders and shareholders Soeprapto and Nuraini Soeprapto. In 2 years period, the

6. INFORMATION SYSTEM DESIGN

TIKI business has expanded and reached Kuala Pinang city, Semarang and Surabaya.

Information System developes by using There was management changes in 1972.

PHP, jQuery, and MySQL as database. This The company have new shareholder

is because the system will be used by more consists of Irawan Saputra (deceased),

than one person (Multi User), and MySQL is Gideon Raphael Wiraseputra and Rusmadi.

Open Source.

With the change of management and increasing economic growth, TIKI activities

WEB application business become more improve and

Designing

CRM

development will be covered by using UML expand. Within one and a half years, TIKI

diagrams. UML diagrams that will be used has spread to reach and serve all Indonesia

are Use Case Diagram, Class Diagram, regions and start to service abroad delivery.

Statechart Diagram, Activity Diagram, Sequence Diagram, Collaboration Diagram,

Currently TIKI can be found in more than Component Diagram, Deployment Diagram 500 services and reaching delivery

and Package Diagram. For this paper are destinations throughout Indonesia and

only shown two diagrams Use Case abroad. With the support of a reliable

Diagram and Class diagram. hundreds of fleet and thousands of skilled

Customer Relationship Management Information System DSS-16

Fransiskus Adikara

Proceeding, 6 th International Seminar on Industrial Engineering and Management

ISSN : 1978-774X

To describe any use case and actor who Use case diagrams will illustrate the

6.1. Use Case Diagram

is involved in it.

expected function of a system, so by looking at the use case diagram will know "what" is

6.2. Class Diagram

done the system and the relationship Class describes the state (attribute/property) between actor and use case.

of a system, while offering services to

1. Actor manipulate the situation (method/function). Actor contained in the web applications

Here is a class diagram that authors of CRM

designed for web applications can be seen Administrator.

are CRM is a Customer and

in Figure 3.

2. Use Case

Figure 1. Use Case Diagram for Customer

Figure 2. Use Case Diagram for Administrator

Customer Relationship Management Information System Fransiskus Adikara

DSS-17 DSS-17

ISSN : 1978-774X

Figure 3. Class Diagram