ANALISIS DAN PERANCANGAN E-CRM PADA PT. KARANG MEKAR MITRA SEJAHTERA (ARROWHEAD CONSULTING) - Binus e-Thesis
Jurusan Teknik Informatika Skripsi Sarjana Komputer
Semester Genap tahun 2005/2006
ANALISIS DAN PERANCANGAN E-CRM PADA
PT. KARANG MEKAR MITRA SEJAHTERA
(ARROWHEAD CONSULTING)
Mike Sari Dewi 0700679152 Harry Setyadi Wijaya 0700680822 Fenfen Rimba 0700716690
Kelas / Kelompok :
07 PBT / 02
Abstrak
E-CRM adalah suatu aplikasi yang dirancang dengan tujuan untuk membantu PT. Karang Mekar Mitra Sejahtera (Arrowhead Consulting) agar dapat memberikan pelayanan yang lebih berkualitas kepada customer-nya. Dengan E-CRM berbasis web ini perusahaan dapat mengetahui kebutuhan customer secara personal dan diharapkan dapat meningkatkan kepuasan customer. Metodologi yang digunakan dalam penelitian yaitu metode pengumpulan data melalui wawancara dengan pemilik perusahaan maupun karyawan serta studi kepustakaan. Hasil yang dicapai dari analisis dan perancangan aplikasi ini adalah perancangan aplikasi E-CRM berbasis web yang akan dibuat akan membantu perusahaan dalam meningkatkan kepuasan
customer sehingga customer yang merasa puas akan kembali lagi dan menjadi loyal.
Simpulan yang didapat dari penelitian skripsi E-CRM ini adalah dapat menciptakan hubungan antara perusahaan dengan customer yang biasa dilakukan melalui telepon, email, maupun tatap muka dapat berjalan lebih cepat dan mudah sehingga akan terbina hubungan yang baik antara perusahaan dengan customer .
Kata Kunci : Web, customer, dan E-CRM.
PRAKATA
Puji syukur penulis panjatkan kepada Tuhan Yang Maha Esa, atas rahmat dan karunia-NYA, sehingga kami dapat menyelesaikan penyusunan skripsi ini tepat pada waktunya guna memenuhi persyaratan penyelesaian program pendidikan Strata-1 pada Universitas Bina Nusantara, Jakarta.
Dalam penyusunan skripsi ini yang berjudul ANALISIS DAN PERANCANGAN E-CRM PADA PT. KARANG MEKAR MITRA SEJAHTERA (ARROWHEAD CONSULTING), penulis menyadari masih banyak kekurangan- kekurangan, baik dari segi ilmiah maupun cara penyampaiannya karena pengetahuan dan kemampuan penulis yang terbatas. Maka penulis sangat mengharapkan saran dan kritik dari para pembaca untuk perbaikan dan penyempurnaan skripsi ini.
Adapun penyusunan skripsi ini dapat diselesaikan dengan baik karena bantuan, bimbingan, dukungan serta petunjuk dari berbagai pihak. Oleh karena itu, pada kesempatan yang sangat baik ini, penulis ingin mengucapkan terima kasih yang sebesar-besarnya kepada :
1. Bapak Prof. Dr. Drs. Gerardus Polla, M. App. Sc selaku rektor Universitas Bina Nusantara, yang telah memberikan wadah dan kesempatan bagi penulis untuk memperoleh pendidikan di Universitas Bina Nusantara;
2. Bapak H. Mohammad Subekti, BE, M. Sc selaku Ketua Jurusan Teknik Informatika Universitas Bina Nusantara, yang telah memberikan kesempatan kepada kami untuk menyelesaikan skripsi ini;
3. Bapak Tri Djoko Wahjono, Ir., MSc., selaku Dosen Pembimbing, yang telah banyak membantu dan mengarahkan serta memberikan saran dan koreksi dalam penyusunan dan penulisan skripsi ini; 4. Bapak Teddy Mulyanto, selaku Manajer Projek serta para karyawan PT.
Karang Mekar Mitra Sejahtera (Arrowhead Consulting) yang telah turut serta membantu dan memberikan keterangan yang sangat bermanfaat bagi penyusunan dan penulisan skripsi ini;
5. Seluruh pihak yang tidak dapat disebutkan satu persatu yang secara langsung maupun tidak langsung terlibat dalam penyusunan laporan skripsi ini sehingga laporan skripsi ini dapat diselesaikan.
Akhir kata, penulis berharap laporan skripsi ini dapat memberikan manfaat dan sumbangan pikiran kepada semua pihak yang membutuhkan, khususnya bagi dunia pendidikan Universitas Bina Nusantara dan ilmu komputer pada umumnya.
Jakarta, Januari 2007 Penulis
DAFTAR ISI Halaman
Halaman Judul Luar............................................................................................... i Halaman Judul Dalam............................................................................................ ii Halaman Persetujuan Hardcover .......................................................................... iii Pernyataan Dewan Penguji.................................................................................... iv Lembar Dedikasi................................................................................................... vii Abstrak................................................................................................................... viii Prakata................................................................................................................... ix Daftar Isi................................................................................................................ xi Daftar Tabel .......................................................................................................... xvi Daftar Gambar....................................................................................................... xix
BAB 1 PENDAHULUAN.................................................................................. 1
1.1 Latar Belakang........................................................................... 1
1.2 Ruang Lingkup.......................................................................... 3
1.3 Tujuan dan Manfaat................................................................... 4
1.4 Metodologi................................................................................. 5
1.5 Sistematika Penulisan................................................................ 5
BAB 2 LANDASAN TEORI.............................................................................. 7
2.1 Rekayasa Perangkat Lunak (Software Engineering)................. 7
Halaman
2.1.1 System Development Life Cycle (SDLC)...................... 7
2.1.2 UML (Unified Modelling Language)............................. 8
2.1.3 Interaksi Manusia dan Komputer................................... 22
2.2 Internet...................................................................................... 25
2.2.1 IPV4 dan IPV6............................................................... 29
2.2.2 WWW (World Wide Web)............................................ 30
2.2.3 Website.......................................................................... 32
2.2.4 Electronic Mail (e-mail)................................................ 33
2.2.5 Internet Service Provider............................................... 33
2.2.6 Uniform Resources Locator (URL).................................. 33
2.2.7 Hypertext Markup Language (HTML).......................... 34
2.3 Basis Data................................................................................. 35
2.4 Tools......................................................................................... 37
2.4.1 SQL (Structure Query language)................................... 37
2.4.2 ASP.NET....................................................................... 38
2.4.3 C# (.NET)...................................................................... 39
2.5 Customer Relationship Management (CRM)........................... 40
2.5.1 Fase dalam CRM........................................................... 41
2.5.2 Jenis Aplikasi CRM....................................................... 42
2.5.3 Perkembangan CRM menjadi E-CRM.......................... 43
Halaman
2.5.4 Pengertian E-CRM........................................................ 44
2.5.5 Peranan E-CRM............................................................ 45
2.5.6 Prinsip dalam E-CRM.................................................... 46 2.5.7 Keuntungan Penggunaan E-CRM............................….
47
2.5.8 Tantangan E-CRM........................................................ 48
2.5.9 Keunggulan E-CRM Dibanding dengan CRM Traditional..................................................................… 48
BAB 3 PERANCANGAN SISTEM.................................................................. 50
3.1 Gambaran Umum Perusahaan.................................................. 50
3.1.1 Struktur organisasi......................................................... 51
3.1.2 Pembagian Tugas dan Wewenang................................. 53
3.2 Sistem yang Berjalan................................................................. 67
3.2.1 Sistem Pemasaran........................................................... 68
3.2.2 Sistem Penjualan ............................................................ 69
3.2.3 Sistem Pelayanan............................................................ 69
3.3 Permasalahan yang Dihadapi..................................................... 69
3.4 Usulan Pemecahan Masalah....................................................... 70
3.5 Perancangan Perangkat Lunak................................................... 73
3.5.1 Class Diagram................................................................. 73
3.5.2 Object Diagram............................................................... 74
3.5.3 Use Case Diagram........................................................... 75
Halaman
3.5.4 Sequence Diagram……………………………………... 98
3.5.5 Collaboration Diagram.................................................... 105
3.5.6 Statechart Diagram.......................................................... 106
3.5.7 Activity Diagram............................................................. 109
3.5.8 Component Diagram....................................................... 110
3.5.9 Deployment Diagram...................................................... 110
3.5.10 Rancangan Layar............................................................. 111
3.6 Pra Survei .................................................................................. 117
BAB 4 IMPLEMENTASI DAN EVALUASI ................................................... 123
4.1 Spesifikasi Sistem ..................................................................... 123
4.1.1 Spesifikasi File Data ...................................................... 124
4.1.2 Spesifikasi Perangkat Keras ........................................... 134
4.1.3 Spesifikasi Perangkat Lunak........................................... 135
4.2 Perancangan Proses ...................................................... ............ 136
4.2.1 Struktur Menu Customer................................................. 136
4.2.2 Struktur Menu Admin .................................................... 137
4.2.3 Spesifikasi Proses............................................................ 139
4.3 Rencana Implementasi............................................................... 178
4.3.1 Prosedur Instalasi............................................................ 179
4.3.2 Prosedur Operasional untuk User................................... 179
4.3.3 Prosedur Operasional untuk Admin............................... 181
Halaman
4.3.4 Layar Tampilan Customer Site ..................................... 183
4.3.5 Layar Tampilan Admin Site .......................................... 216
4.4 Evaluasi Hasil.....................................................................…... 232
BAB 5 SIMPULAN DAN SARAN................................................................... 243
5.1 Simpulan................................................................................... 243
5.2 Saran.......................................................................................... 244 DAFTAR PUSTAKA............................................................................................ 245
LAMPIRAN.......................................................................................................... 249
DAFTAR TABEL
Halaman Tabel 3.1 Deskripsi Proses Use Case web CRM Home...................................... 76Tabel 3.2 Deskripsi Proses Use Case web CRM Guestbook............................... 77Tabel 3.3 Deskripsi Proses Use Case web CRM Service.................................... 77Tabel 3.4 Deskripsi Proses Use Case Web CRM Public Training..................... 78Tabel 3.5 Deskripsi Proses Use Case web CRM About Us.........................….... 78Tabel 3.6 Deskripsi Proses Use Case web CRM Article..................................... 79Tabel 3.7 Deskripsi Proses Use Case web CRM FAQ...................………......... 79Tabel 3.8 Deskripsi Proses Use Case web CRM Contact Us.............................. 80Tabel 3.9 Deskripsi Proses Use Case web CRM Register................................... 75Tabel 3.10 Deskripsi Proses Use Case web CRM Member Login........................ 81Tabel 3.11 Deskripsi Proses Use Case web CRM Admin Login .......................... 82Tabel 3.12 Deskripsi Proses Use Case web CRM Change My Profile................. 84Tabel 3.13 Deskripsi Proses Use Case web CRM Member File........................... 85Tabel 3.14 Deskripsi Proses Use Case web CRM Personal File.......................... 85Tabel 3.15 Deskripsi Proses Use Case web CRM Message.................................. 86Tabel 3.16 Deskripsi Proses Use Case web CRM Track Record.....................…. 86Tabel 3.17 Deskripsi Proses Use Case web CRM Polling Result......................... 87Tabel 3.18 Deskripsi Proses Use Case web CRM Logout.................................... 87Tabel 3.19 Deskripsi Proses Use Case Admin Public Training..... ..... ................ 89Halaman
Tabel 3.20 Deskripsi Proses Use Case Admin Member......................................... 90Tabel 3.21 Deskripsi Proses Use Case Admin Guestbook..................................... 91Tabel 3.22 Deskripsi Proses Use Case Admin Registry In House Training.....…. 91Tabel 3.23 Deskripsi Proses Use Case Admin Registry Public Training.............. 92Tabel 3.24 Deskripsi Proses Use Case Admin Article........................................... 93Tabel 3.25 Deskripsi Proses Use Case Admin Message........................................ 94Tabel 3.26 Deskripsi Proses Use Case Admin Personal File............................... 94Tabel 3.27 Deskripsi Proses Use Case Admin Member File................................ 95Tabel 3.28 Deskripsi Proses Use Case Admin Polling......................................… 96Tabel 3.29 Deskripsi Proses Use Case Admin FAQ............................….............. 96Tabel 3.30 Deskripsi Proses Use Case Admin Track Record................................ 97Tabel 3.31 Deskripsi Proses Use Case Admin Activity...................................….. 97Tabel 3.32 Persentase Hasil Jawaban No. 1.......................................................... 117Tabel 3.33 Persentase Hasil Jawaban No. 2.......................................................... 117Tabel 3.34 Persentase Hasil Jawaban No. 3.......................................................... 118Tabel 3.35 Persentase Hasil Jawaban No. 4.......................................................... 119Tabel 3.36 Persentase Hasil Jawaban No. 5.......................................................... 119Tabel 3.37 Persentase Hasil Jawaban No. 6.......................................................... 120Tabel 3.38 Persentase Hasil Jawaban No. 7.......................................................... 121Tabel 3.39 Persentase Hasil Jawaban No. 8.......................................................... 121Tabel 4.1 Persentase Hasil Jawaban No. 1.......................................................... 238Halaman
Tabel 4.2 Persentase Hasil Jawaban No. 2.......................................................... 239Tabel 4.3 Persentase Hasil Jawaban No. 3.......................................................... 239Tabel 4.4 Persentase Hasil Jawaban No. 4.......................................................... 240Tabel 4.5 Persentase Hasil Jawaban No. 5.......................................................... 240Tabel 4.6 Persentase Hasil Jawaban No. 6.......................................................... 241Tabel 4.7 Persentase Hasil Jawaban No. 7.......................................................... 241
DAFTAR GAMBAR
Halaman Gambar 2.1 Penggambaran class diagram dan komponennya ........................... 10Gambar 2.2 Penggambaran objek diagram dan komponennya............................ 13Gambar 2.3 Use case........................................................................................... 15Gambar 2.4 Sequence diagram............................................................................. 15Gambar 2.5 Collaboration diagram..................................................................... 16Gambar 2.6 Statechart diagram dan komponennya............................................. 17Gambar 2.7 Activity diagram dan komponennya................................................. 19Gambar 2.8 Component diagram......................................................................... 20Gambar 2.9 Deployment diagram........................................................................ 21Gambar 3.1 Struktur organisasi........................................................................... 51Gambar 3.2 Class diagram.................................................................................. 73Gambar 3.3 Object diagram................................................................................. 74Gambar 3.4 Use case diagram aplikasi web CRM secara umum........................ 75Gambar 3.5 Use case diagram sistem aplikasi web CRM bagi User Member..... 83Gambar 3.6 Use case diagram sistem aplikasi web CRM bagi User Admin....... 88Gambar 3.7 Sequence diagram Proses Login...................................................... 98Gambar 3.8 Sequence diagram Proses Send Message..................................….. 99Gambar 3.9 Sequence diagram Proses Registration In House Training………. 100Gambar 3.10 Sequence diagram Proses Admin Change Activity...................….. 101Halaman
Gambar 3.11 Sequence diagram Proses Admin Change Member………………… 103Gambar 3.12 Sequence diagram Proses Admin View Registry in House Training 103Gambar 3.13 Sequence diagram Proses Admin Upload Personal File…………… 104Gambar 3.14 Collaboration Diagram Registration In House Training ...........…. 105Gambar 3.15 Statechart Diagram Ms_Customer Member...............…....... ......... 106Gambar 3.16 Statechart Diagram Ms_Customer Admin.................….................. 106Gambar 3.17 Statechart Diagram Ms_Activity.................…......................... ..... 107Gambar 3.18 Statechart Diagram Ms_RegInHouse.................…......................... 107Gambar 3.19 Statechart Diagram Ms_Article.................…......................... ....... 108Gambar 3.20 Activity diagram.................…................................…...................... 109Gambar 3.21 Component diagram...............................…...................................... 110Gambar 3.22 Deployment diagram........................................................................ 110Gambar 3.23 Rancangan layar Home.................................................................... 111Gambar 3.24 Rancangan layar Home setelah login............................................... 111Gambar 3.25 Rancangan layar Service................................................................... 112Gambar 3.26 Rancangan layar Public Training...................................................... 112Gambar 3.27 Rancangan layar Visi Misi................................................................ 113Gambar 3.28 Rancangan layar Company Profile.................................................... 113Gambar 3.29 Rancangan layar Article…................................................................ 114Gambar 3.30 Rancangan layar FAQ ....................….............................................. 114Gambar 3.31 Rancangan layar Contact Us…......................................................... 115Halaman
Gambar 3.32 Rancangan layar Register.................................................................. 115Gambar 3.33 Rancangan layar Login...................................................….............. 116Gambar 3.34 Rancangan layar Admin.................................................................... 116Gambar 4.1 Struktur Menu Customer.................................................................. 137Gambar 4.2 Struktur Menu Admin..................................................................…. 138Gambar 4.3 Tampilan layar Home..................................................................…. 184Gambar 4.4 Tampilan layar Activity..........................................……………….. 186Gambar 4.5 Tampilan Layar In House Training............……………………….. 187Gambar 4.6 Tampilan Layar Guest Book....... ....... ....... ....... ....... ....... ....... ...... 188Gambar 4.7 Tampilan layar Register In House Training....... ....... ....... ....... ...... 189Gambar 4.8 Tampilan layar Register Public Training....... ....... ....... ....... ....... . 190Gambar 4.9 Tampilan layar Error Message Register In House Training....... ..... 191Gambar 4.10 Tampilan layar Error Message Register Public Training....... .…… 191Gambar 4.11 Tampilan Layar Login....... ....... ....... ....... ....... ....... ....... .....…. … 192Gambar 4.12 Tampilan Layar Login Aktivasi....... ....... ....... ....... ....... ………… 193Gambar 4.13 Tampilan Layar Forgot Password 1....... ....... ....... ....... ....... ..….. 194Gambar 4.14 Tampilan Layar Forgot Password 2....... ....... ....... ....... ....... .……. 194Gambar 4.15 Tampilan layar Home setelah login………………………………... 196Gambar 4.16 Tampilan layar Service Awal....................................................…… 197Gambar 4.17 Tampilan layar Service detail………………………………….….. 198Gambar 4.18 Tampilan layar Public Training................................................…… 199Halaman
Gambar 4.19 Tampilan layar Visi Misi..........................................................…..200Gambar 4.20 Tampilan layar Company Profile...........................................…....201Gambar 4.21 Tampilan layar Article....... ....... ....... ....... ....... ....... ....... ....… ...201Gambar 4.22 Tampilan layar FAQ............................................................….…..203Gambar 4.23 Tampilan layar Contact Us........................................................….204Gambar 4.24 Tampilan Layar Register In house Training Member................. .. 205Gambar 4.25 Tampilan Layar Register Public Training Member....... ....... ...….206Gambar 4.26 Tampilan layar Change My Profile.................................… .....…. 207Gambar 4.27 Tampilan layar Member File.................................................... .….208Gambar 4.28 Tampilan layar Personal File....... ....... ....... ....... ....... ....... ..……209Gambar 4.29 Tampilan layar Create Messages....... ....... ....... ....... ....... ....... .... 210Gambar 4.30 Tampilan layar Inbox....... ....... ....... ....... ....... ....... ....... ....... ..….211Gambar 4.31 Tampilan layar Detail Inbox....... ....... ....... ....... ....... ....... ....... ....211Gambar 4.32 Tampilan layar Track Record..........................................................212Gambar 4.33 Tampilan layar Track RecordDetail....... ....... ....... ....... ....... ....... 213Gambar 4.34 Tampilan layar Polling Result.........................................................214Gambar 4.35 Tampilan layar Reference to Other.............................................….215Gambar 4.36 Tampilan layar Home Admin...........................................................216Gambar 4.37 Tampilan layar Reference Admin............................................….....216Gambar 4.38 Tampilan layar Admin Public Training.................. ....... ....... .........218Gambar 4.39 Tampilan layar Admin Add New Member........................................219Halaman
Gambar 4.40 Tampilan layar Admin View Member............................................... 220Gambar 4.41 Tampilan layar Admin Guest Book..............................................…. 221Gambar 4.42 Tampilan layar Admin Guest Book Detail........................................ 221Gambar 4.43 Tampilan layar Admin Registry in House Training Registered...… 222Gambar 4.44 Tampilan layar Admin Registry in House Training Confirmed...… 223Gambar 4.45 Tampilan layar Admin Registry in House Training Paid.................. 223Gambar 4.46 Tampilan layar Admin Registry Public Training Registered............ 224Gambar 4.47 Tampilan layar Admin Registry Public Training Confirmed............ 225Gambar 4.48 Tampilan layar Admin Registry Public Training Paid..................... 225Gambar 4.49 Tampilan layar Admin Article.......................................................… 226Gambar 4.50 Tampilan layar Admin Messages....................................................... 227Gambar 4.51 Tampilan layar Admin Messages Reply............................................. 227Gambar 4.52 Tampilan layar Admin Personal file Send......................................... 228Gambar 4.53 Tampilan layar Admin Personal file Delete....................................... 229Gambar 4.54 Tampilan layar Admin Member file............................................…... 230Gambar 4.55 Tampilan layar Admin Polling Result..................................….......... 231Gambar 4.56 Tampilan layar Admin View Polling Update.......................….......... 231Gambar 4.57 Tampilan layar Admin FAQ Insert.......................................…......... 232Gambar 4.58 Tampilan layar Admin FAQ Delete........................................…........233Gambar 4.59 Tampilan layar Track Record Insert......................................….........234Gambar 4.60 Tampilan layar Track Record Delete....................................…..........234Halaman