ANALISIS DAN PERANCANGAN CRM BERBASISKAN WEB PADA PT. DAYA MULIA SEJAHTERA - Binus e-Thesis

  _________________________________________________________________ Jurusan Teknik Informatika

  Semester Ganjil tahun 2005/2006

  

ANALISIS DAN PERANCANGAN

CRM BERBASISKAN WEB

PADA PT. DAYA MULIA SEJAHTERA

  YUDI SANJAYA (0600617310) HARTONO (0600618093)

  SUVIANES THIAN (0600620293) Kelas/Kelompok : 07PAT / 8

  Abstrak Tujuan penelitian ialah menganalisis masalah yang dihadapi oleh perusahaan dan merancang aplikasi CRM berbasiskan web pada PT. Daya Mulia Sejahtera yang dapat dimanfaatkan untuk menjalin hubungan dengan pelanggan. Metodologi yang digunakan dalam melakukan analisis adalah penelitian lapangan, studi pustaka dan analisis SWOT. Sedangkan metodologi perancangan yang digunakan adalah pemodelan sistem dengan

UML dan pengembangan sistem dengan paradigma paradigma Linear Sequential Model.

Hasil yang diperoleh dari penelitian adalah aplikasi CRM berbasiskan web yang dapat digunakan untuk menjalin hubungan antara perusahaan dengan pelanggan. Dengan penerapan aplikasi ini, diharapkan perusahaan dapat dengan mudah menyebarkan informasi dan memberikan layanan personal kepada pelanggan Simpulan yang dapat diperoleh dari skripsi ini adalah kepuasan pelanggan sangat penting karena dapat meningkatkan loyalitas dalam konsumsi produk – produk yang ditawarkan, dan kemudian merekomendasikan kepada pihak lain, sehingga dapat membangun reputasi yang baik bagi perusahaan.

  Kata kunci: CRM, web, pelanggan.

  

PRAKATA

berkat dan rahmat –Nya, skripsi ini dapat terselesaikan tepat pada waktunya.

  Adapun tujuan penyusunan skripsi yang berjudul “Analisis dan Perancangan

  

CRM Berbasiskan Web Pada PT. Daya Mulia Sejahtera” ini adalah sebagai salah

  satu syarat untuk meraih gelar kesarjanaan pada jurusan Teknik Informatika jenjang pendidikan Strata-I Universitas Bina Nusantara..

  Skripsi ini dapat terselesaikan berkat bantuan serta bimbingan dari berbagai pihak. Oleh karena itu, perkenankanlah penulis menyampaikan ucapan terima kasih kepada pihak – pihak yang telah membantu baik secara langsung maupun tidak langsung, terutama kepada :

  1. Orang tua dan keluarga tercinta yang telah memberikan doa, dukungan dan semangat kepada penulis selama penyusunan skripsi ini.

  2. Bapak Wiedjaja, S.Kom selaku dosen pembimbing yang selalu memberikan saran dan masukan kepada penulis selama penyusunan skripsi.

  3. Ibu Lei Lie selaku manager operasional PT. Daya Mulia Sejahtera yang memberikan kesempatan kepada penulis untuk melakukan penelitian di perusahaan tersebut untuk keperluan penyusunan skripsi ini.

  4. Prof. Dr. Gerrardus Polla, M.App, Sc selaku Rektor Universitas Bina Nusantara.

  5. Seluruh dosen Universitas Bina Nusantara, khususnya dosen Teknik Informatika yang membekali penulis dengan ilmu pengetahuan.

  6. Teman – teman yang memberikan bantuan, dorongan dan dukungan serta semua pihak yang telah membantu dalam penyusunan skripsi ini yang tidak dapat penulis Dalam penyusunan skripsi ini, penulis menyadari adanya kekurangan – kekurangan yang menyebabkan adanya ketidaksempurnaan. Untuk itu, dengan segala kerendahan hati penulis mengharapkan adanya saran dan kritik dari pembaca karena dapat semakin memperkaya diri penulis dengan ilmu pengetahuan.

  Akhir kata, penulis berharap semoga skripsi ini dapat berguna dan bermanfaat serta dapat menambah ilmu pengetahuan bagi pihak – pihak yang membutuhkan.

  Jakarta, 12 Januari 2006 Penulis

  

DAFTAR ISI

  Halaman Judul Dalam ..................................................................................................... ii Halaman Persetujuan Softcover....................................................................................... iii Abstrak ............................................................................................................................ iv Prakata ............................................................................................................................. v Daftar Isi ........................................................................................................................ vii Daftar Gambar ............................................................................................................... xii Daftar Tabel .................................................................................................................. xix Daftar Lampiran ...........................................................................................................xxii

  BAB 1 PENDAHULUAN ............................................................................................... 1

  1.1 Latar Belakang ............................................................................................... 1

  1.2 Ruang Lingkup .............................................................................................. 3

  1.3 Tujuan dan Manfaat ....................................................................................... 3

  1.4 Metodologi ..................................................................................................... 4

  1.5 Sistematika Penulisan .................................................................................... 5

  BAB 2 LANDASAN TEORI ........................................................................................... 7

  2.1 Review Topik ................................................................................................. 7

  2.2 Teori – teori umum .......................................................................................11

  2.2.1 Internet ................................................................................................ 11

  2.2.1.1 Pengertian Internet .................................................................. 11

  2.2.1.2 World-Wide Web (WWW) ....................................................... 12

  2.2.1.3 Website .................................................................................... 14

  2.2.2 E-Commerce ...................................................................................... 14

  2.2.3 Kepuasan Pelanggan ........................................................................... 17

  2.3 Teori – Teori Khusus ................................................................................... 18

  2.3.1 Customer Relationship Management (CRM) ...................................... 18

  2.3.1.1 Pengertian CRM ...................................................................... 18

  2.3.1.2 Tujuan CRM ........................................................................... 20

  2.3.1.3 Fase - fase CRM ...................................................................... 21

  2.3.1.4 Aplikasi CRM ...........................................................................22

  2.3.1.5 Manfaat CRM ...........................................................................24 2.3.2 e-CRM ...................................................................................................25

  2.4 Metode Pengembangan .................................................................................27

  2.4.1 Rekayasa Piranti Lunak ........................................................................27

  2.4.1.1 Pengertian Piranti Lunak ..........................................................27

  2.4.1.2 Pengertian Rekayasa Piranti Lunak ..........................................27

  2.4.1.3 Paradigma Rekayasa Piranti Lunak ..........................................28

  2.4.2 Sistem Basis Data .................................................................................30

  2.4.3 Interaksi Manusia dan Komputer .........................................................33

  2.4.4 Unified Modelling Language (UML) ....................................................35

  2.4.4.1 Pengertian UML ........................................................................35

  2.4.4.2 Diagram UML ...........................................................................36

  2.4.5 Analisis SWOT ......................................................................................39

  2.4.5.1 Pengertian Analisis SWOT .......................................................39

  2.4.5.2 Matrik SWOT ...........................................................................40

  2.4.6 Hypertext Mark up Language (HTML) ................................................42

  2.4.7 PHP Hypertext Preprocessor (PHP) ....................................................43

  2.4.8 MySQL ..................................................................................................44

  BAB 3 ANALISIS DAN PERANCANGAN SISTEM ...................................................45

  3.1 Analisis ..........................................................................................................45

  3.1.1 Riwayat Perusahaan ..............................................................................45

  3.1.2 Struktur Organisasi, Pembagian Wewenang dan Tanggung Jawab .....47

  3.1.2.1 Struktur Organisasi ...................................................................47

  3.1.2.2 Pembagian Wewenang dan Tanggung Jawab ..........................48

  3.1.3 Prosedur yang Sedang Berjalan ............................................................55

  3.1.3.1 Penjualan ..................................................................................55

  3.1.3.2 Pemasaran .................................................................................57

  3.1.3.3 Pelayanan ..................................................................................57

  3.1.4 Use Case dan Activity Diagram ...........................................................59

  3.1.5 Database yang Sedang Berjalan ...........................................................64

  3.1.6 Analisis Kuisioner ................................................................................67

  3.1.7 Analisis SWOT ......................................................................................72

  3.1.8 Permasalahan yang Dihadapi ...............................................................75

  3.1.9 Alternatif Pemecahan Masalah .............................................................75

  3.2 Perancangan Sistem ......................................................................................76

  3.2.1 Usulan Sistem Baru ..............................................................................76

  3.2.2 Struktur Menu Sistem ...........................................................................77

  3.2.2.1 Menu Web Halaman Utama ......................................................77

  3.2.2.2 Menu Web Pelanggan ...............................................................78

  3.2.3 Class Diagram ......................................................................................80

  3.2.4 Use Case dan Activity Diagram ...........................................................81

  3.2.5 Rancangan Layar ................................................................................127

  3.2.5.1 Rancangan Layar Web Pelanggan ..........................................127

  3.2.5.2 Rancangan Layar Web Admin ................................................161

  3.2.6 Statechart Diagram ............................................................................188

  3.2.6.1 Statechart Diagram Calon Pelanggan ....................................188

  3.2.6.2 Statechart Diagram Pelanggan ...............................................189

  3.2.6.3 Statechart Diagram Admin ....................................................190

  3.2.7 Rancangan Database …………………………………………………….191

  3.2.8 Spesifikasi Proses ……………………………………………….....199

  3.2.8.1 Spseifikasi Proses Web Pelanggan ………………………...199

  3.2.8.2 Spseifikasi Proses Web Admin …………………………....207

  BAB 4 IMPLEMENTASI DAN EVALUASI .............................................................222

  4.1 Rencana Implementasi..................................................................................222

  4.1.1 Kebutuhan Implementasi.....................................................................222

  4.1.1.1 Kebutuhan Perangkat...............................................................222

  4.1.1.1.1 Server ........................................................................222

  4.1.1.1.2 Client........................................................................223

  4.1.1.2 Tambahan personil yang dibutuhkan (Admin)........................224

  4.1.2Perencanaan Implementasi…………………………………...…..…..225

  4.1.3 Prosedur Pengoperasian Layar............................................................226

  4.1.3.1 Prosesur Pengoperasian Untuk Calon Pelanggan....................226

  4.1.3.2 Prosesur Pengoperasian Untuk Pelanggan..............................233

  4.1.3.3 Prosedur Pengoperasian Untuk Admin..................................243

  4.2 Evaluasi........................................................................................................248

  4.2.1 Evaluasi IMK......................................................................................248

  4.2.2 Evaluasi Kuisioner...............................................................................250

  BAB 5 SIMPULAN DAN SARAN...............................................................................254

  5.1 Simpulan.................................................................................................254

  5.2 Saran.......................................................................................................255 Daftar Pustaka ...............................................................................................................256 Riwayat Hidup...............................................................................................................258 Lampiran .......................................................................................................................L1

  

DAFTAR GAMBAR

Gambar 2.2 The Linear sequential model ..................................................................30Gambar 2.3 Interaksi manusia dan komputer .............................................................33Gambar 2.4 Simbol - simbol use case diagram ..........................................................36Gambar 2.5 Simbol - simbol class diagram ................................................................37Gambar 2.6 Simbol - simbol state diagram ................................................................38Gambar 2.7 Simbol - simbol activity diagram ............................................................39Gambar 3.1 Struktur organisasi PT. Daya Mulia Sejahtera .........................................47Gambar 3.2 Use case diagram prosedur penjualan .....................................................59Gambar 3.3 Activity diagram pemesanan .....................................................................60Gambar 3.4 Activity diagram pengiriman .....................................................................62Gambar 3.5 Activity diagram pembayaran ...................................................................63Gambar 3.6 Activity diagram pencatatan ......................................................................64Gambar 3.7 Entity Realtion Diagram database yang sedang berjalan .........................66Gambar 3.8 Struktur menu Halaman Utama .................................................................77Gambar 3.9 Struktur menu pelanggan ...........................................................................78Gambar 3.10 Struktur menu admin ................................................................................79Gambar 3.11 Class diagram sistem baru .......................................................................80Gambar 3.12 Use case diagram sistem baru ..................................................................81Gambar 3.13 Activity diagram membuka web ...............................................................82Gambar 3.14 Activity diagram melihat informasi perusahaan .......................................83Gambar 3.15 Activity diagram melihat informasi produk ..............................................84Gambar 3.16 Activity diagram melihat informasi map retail ..........................................85Gambar 3.17 Activity diagram melihat informasi FAQ ..................................................86Gambar 3.19 Activity diagram melihat informasi daftar kontak .....................................88Gambar 3.20 Activity diagram mendaftar menjadi calon pelanggan baru ......................89Gambar 3.21 Activity diagram melakukan poling ...........................................................90Gambar 3.22 Activity diagram melihat informasi hadiah ...............................................91Gambar 3.23 Activity diagram login ...............................................................................92Gambar 3.24 Activity diagram melihat data diri .............................................................93Gambar 3.25 Activity diagram mengubah data diri ........................................................94Gambar 3.26 Activity diagram melakukan pemesanan on-line ......................................96Gambar 3.27 Activity diagram melakukan retur on-line ................................................98Gambar 3.28 Activity diagram melihat informasi transaksi terdahulu ...........................99Gambar 3.29 Activity diagram melihat informasi aturan berbelanja ............................100Gambar 3.30 Activity diagram logout ...........................................................................101Gambar 3.31 Activity diagram login admin ..................................................................102Gambar 3.32 Activity diagram admin melihat informasi calon pelanggan ...................103Gambar 3.33 Activity diagram admin mengubah data pelanggan .................................105Gambar 3.34 Activity diagram admin mengubah data produk ......................................107Gambar 3.35 Activity diagram admin mengubah data FAQ .........................................109Gambar 3.36 Activity diagram admin melihat informasi map retail .............................110Gambar 3.37 Activity diagram admin mengubah data daftar kontak ............................112Gambar 3.38 Activity diagram admin mengubah poling ...............................................114Gambar 3.39 Activity diagram admin melihat pesan yang masuk ................................115Gambar 3.40 Activity diagram admin mengirim pesan .................................................117Gambar 3.41 Activity diagram admin melihat informasi pemesanan ...........................119Gambar 3.43 Activity diagram admin menambah data transaksi baru...........................123Gambar 3.44 Activity diagram admin mengubah data hadiah ......................................125Gambar 3.45 Activity diagram logout admin ................................................................126Gambar 3.46 Tampilan Halaman Utama ......................................................................127Gambar 3.47 Tampilan halaman Profil Perusahaan. .....................................................129Gambar 3.48 Tampilan halaman Produk ......................................................................130Gambar 3.49 Tampilan halaman Detail Produk ............................................................131Gambar 3.50 Tampilan halaman Map Retail ................................................................132Gambar 3.51 Tampilan halaman FAQ ..........................................................................133Gambar 3.52 Tampilan halaman Hubungi Kami ..........................................................134Gambar 3.53 Tampilan halaman Daftar Kontak ...........................................................135Gambar 3.54 Tampilan halaman Calon Pelanggan Baru ..............................................136Gambar 3.55 Tampilan halaman Hasil Poling ..............................................................137Gambar 3.56 Tampilan halaman Hadiah Bagi Pelanggan .............................................138Gambar 3.57 Tampilan Halaman Login ........................................................................139Gambar 3.58 Tampilan Halaman Utama Anda setelah login ........................................140Gambar 3.59 Tampilan halaman Profil Perusahaan setelah login ...............................142Gambar 3.60 Tampilan halaman Produk setelah login ................................................143Gambar 3.61 Tampilan halaman Detail Produk setelah login ......................................144Gambar 3.62 Tampilan halaman Map Retail setelah login ..........................................145Gambar 3.63 Tampilan halaman FAQ setelah login ....................................................146Gambar 3.64 Tampilan halaman Hubungi Kami setelah login ....................................147Gambar 3.65 Tampilan halaman Daftar Kontak setelah login .................................... 148Gambar 3.67 Tampilan halaman Ubah Data Diri .........................................................150Gambar 3.68 Tampilan halaman Pemesanan ...............................................................151Gambar 3.69 Tampilan halaman Daftar Pesanan .........................................................152Gambar 3.70 Tampilan halaman Daftar Pesanan Akhir ...............................................153Gambar 3.71 Tampilan halaman Retur ........................................................................154Gambar 3.72 Tampilan halaman Detail Retur ..............................................................155Gambar 3.73 Tampilan halaman Transaksi Terdahulu ................................................156Gambar 3.74 Tampilan halaman Detail Transaksi Terdahulu ......................................157Gambar 3.75 Tampilan halaman Aturan Berbelanja ....................................................158Gambar 3.76 Tampilan halaman Hasil Poling setelah login .........................................159Gambar 3.77 Tampilan halaman Hadiah Bagi Pelanggan setelah login .......................160Gambar 3.78 Tampilan Halaman Login Admin ............................................................161Gambar 3.79 Tampilan Halaman Utama Admin ...........................................................162Gambar 3.80 Tampilan halaman Calon Pelanggan .......................................................164Gambar 3.81 Tampilan halaman Pelanggan ..................................................................165Gambar 3.82 Tampilan halaman Tambah/Edit Pelanggan ............................................166Gambar 3.83 Tampilan halaman Produk ......................................................................167Gambar 3.84 Tampilan halaman Tambah/Edit Produk .................................................168Gambar 3.85 Tampilan halaman Map Retail ................................................................169Gambar 3.86 Tampilan halaman Detail Map Retail ......................................................170Gambar 3.87 Tampilan halaman FAQ ..........................................................................171Gambar 3.88 Tampilan halaman Tambah/Edit FAQ ....................................................172Gambar 3.89 Tampilan halaman Daftar Kontak ...........................................................173Gambar 3.91 Tampilan Halaman Poling .......................................................................175Gambar 3.92 Tampilan halaman Tambah/Edit Poling ..................................................176Gambar 3.93 Tampilan halaman Kotak Masuk .............................................................177Gambar 3.94 Tampilan halaman Kirim E-mail .............................................................178Gambar 3.95 Tampilan halaman Pemesanan ................................................................179Gambar 3.96 Tampilan halaman Detail Pemesanan ....................................................180Gambar 3.97 Tampilan halaman Retur ........................................................................181Gambar 3.98 Tampilan halaman Detail Retur .............................................................182Gambar 3.99 Tampilan halaman Transaksi .................................................................183

  Gambar 3.100 Tampilan halaman Detail Transaksi ....................................................184 Gambar 3.101 Tampilan halaman Tambah Transaksi ...................................................185 Gambar 3.102 Tampilan halaman Hadiah Bagi Pelanggan ...........................................186 Gambar 3.103 Tampilan halaman Tambah/Edit Hadiah Bagi Pelanggan .....................187 Gambar 3.104 Statechart diagram calon pelanggan .....................................................188 Gambar 3.105 Statechart diagram pelanggan ...............................................................189 Gambar 3.106 Statechart diagram admin .....................................................................190 Gambar 3.107 Entity relation diagram database yang diusulkan …………………....198

Gambar 4.1 Halaman Utama..........................................................................................227Gambar 4.2 Halaman Profil Perusahaan........................................................................228Gambar 4.3 Halaman Produk.........................................................................................228Gambar 4.4 Halaman Detail Produk..............................................................................229Gambar 4.5 Halaman Map Retail..................................................................................229Gambar 4.6 Halaman FAQ............................................................................................230Gambar 4.8 Halaman Daftar Kontak...........................................................................231Gambar 4.9 Calon Pelanggan Baru .............................................................................231Gambar 4.10 Halaman Hadiah Bagi Pelanggan............................................................232Gambar 4.11 Halaman Hasil Poling...............................................................................232Gambar 4.12 Halaman Login......................................................................................234Gambar 4.13 Halaman Utama Anda...........................................................................235Gambar 4.14 Halaman Produk setelah login...............................................................235Gambar 4.15 Halaman Detail Produk setelah login....................................................236Gambar 4.16 Halaman Hubungi Kami setelah login..................................................236Gambar 4.17 Halaman Data Diri................................................................................237Gambar 4.18 Halaman Ubah Data Diri......................................................................237Gambar 4.19 Halaman Pemesanan............................................................................238Gambar 4.20 Halaman Daftar Pesanan.....................................................................238Gambar 4.21 Halaman Pesanan Akhir sebelum dikirim...........................................239Gambar 4.22 Halaman Pesanan Akhir setelah dikirim.............................................239Gambar 4.23 Tampilan Cetak Pemesanan................................................................240Gambar 4.24 Halaman Retur....................................................................................240Gambar 4.25 Halaman Detail Retur.........................................................................241Gambar 4.26 Halaman Transaksi .............................................................................241Gambar 4.27 Halaman Detail Transaksi Anda..........................................................242Gambar 4.28 Halaman Aturan Berbelanja ...............................................................242Gambar 4.29 Halaman Login Admin ...........................................................................244Gambar 4.30 Halaman Utama Admin...........................................................................245Gambar 4.32 Halaman Pelanggan..................................................................................246Gambar 4.33 Halaman Produk.......................................................................................246Gambar 4.34 Halaman Kotak Masuk.............................................................................247Gambar 4.35 Halaman Pemesanan ................................................................................24

  

DAFTAR TABEL