Pengolahan Data Pelanggan Menggunakan Dealer Management System di Departemen Customer Care Officer.
ABSTRAK
Penelitian ini dilakukan di Departemen Customer Care Officer (CCO) yang merupakan
salah satu departemen yang bernaung dibawah sebuah perusahaan otomotif (dealer) di Kota
Bandung. Tujuan dari penelitian ini yaitu untuk mengetahui pengolahan data pelanggan melalui
Dealer Management System (DMS) yang meliputi proses masukan (input) data, pengolahan
(process), hasil keluaran data (output) dan kegiatan pengawasan/evaluasi sistem di Departemen
Customer Care Officer. Metode penelitian yang digunakan adalah metode kualitatif melalui
pendekatan studi kasus (case study) dan dilakukan pada bulan Februari
Juni 2012.
Pengumpulan data dalam penelitian ini dilakukan melalui observasi, wawancara, studi dokumen,
dan triangulasi. Hasil analisis kualitatif menunjukkan bahwa aktivitas pengolahan data pelanggan
yang dilakukan oleh Departemen CCO telah mencakup 68% kriteria yang tertuang dalam ISO
15489-1 tentang Records Management Processes and Controls , dan hal tersebut telah
dilakukan sesuai dengan mekanisme yang ada.
Kata Kunci : Data, Sistem Informasi, Pengolahan data, Dealer Management System
i
ABSTRACT
The research has been done in Customer Care Officer Departement as one of
departments which is shelter under an automotive company in Bandung. The aim of this research
is to understanding the customer data processing using Dealer Management System (DMS)
which includes data input, data processing, data output and evaluation system activities in
Customer Care Officer Departement. This research using qualitative methods through case study
approach and has been done in February June 2012. The data in this research have been
collected through observation, interview, document study, and triangulation. The results from
the qualitative analysis shows that the customer data processing in Customer Care Officer
Departement include 68% criteria contained in ISO 15489-1 about Records Management
Processes and Controls , and it has been done in accordance with existing mechanisms.
Keywords : Data, Information System, Data Processing, Dealer Management System
ii
Penelitian ini dilakukan di Departemen Customer Care Officer (CCO) yang merupakan
salah satu departemen yang bernaung dibawah sebuah perusahaan otomotif (dealer) di Kota
Bandung. Tujuan dari penelitian ini yaitu untuk mengetahui pengolahan data pelanggan melalui
Dealer Management System (DMS) yang meliputi proses masukan (input) data, pengolahan
(process), hasil keluaran data (output) dan kegiatan pengawasan/evaluasi sistem di Departemen
Customer Care Officer. Metode penelitian yang digunakan adalah metode kualitatif melalui
pendekatan studi kasus (case study) dan dilakukan pada bulan Februari
Juni 2012.
Pengumpulan data dalam penelitian ini dilakukan melalui observasi, wawancara, studi dokumen,
dan triangulasi. Hasil analisis kualitatif menunjukkan bahwa aktivitas pengolahan data pelanggan
yang dilakukan oleh Departemen CCO telah mencakup 68% kriteria yang tertuang dalam ISO
15489-1 tentang Records Management Processes and Controls , dan hal tersebut telah
dilakukan sesuai dengan mekanisme yang ada.
Kata Kunci : Data, Sistem Informasi, Pengolahan data, Dealer Management System
i
ABSTRACT
The research has been done in Customer Care Officer Departement as one of
departments which is shelter under an automotive company in Bandung. The aim of this research
is to understanding the customer data processing using Dealer Management System (DMS)
which includes data input, data processing, data output and evaluation system activities in
Customer Care Officer Departement. This research using qualitative methods through case study
approach and has been done in February June 2012. The data in this research have been
collected through observation, interview, document study, and triangulation. The results from
the qualitative analysis shows that the customer data processing in Customer Care Officer
Departement include 68% criteria contained in ISO 15489-1 about Records Management
Processes and Controls , and it has been done in accordance with existing mechanisms.
Keywords : Data, Information System, Data Processing, Dealer Management System
ii