Articles

Improving a Two-Way Interaction Customer Service Platform in Company X using AHP

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The Covid-19 Pandemic has accelerated mass digitalization in most human activities, including in the construction industry. As a response to the social restriction policy during the pandemic, customers and companies have preferred doing business online. Company X has already launched an online customer service platform that could be maximally used during the social restriction policy. This platform uses SST (Self-Service Technology) to let customers perform their service independently. However, the platform was ineffectively utilized due to a lack of sense of two-way interaction. The stakeholders suggested adding a new feature based on the customer’s aspirations and the company’s considerations. During the development, understanding the relationship between the user and the system must be learned through HCI (Human-Computer Interaction). This research is primarily focused on the factors that affect layout design. The method to obtain a new feature in this customer service platform is using Analytical Hierarchy Process (AHP) to minimize inconsistencies while considering the new features.

The Digitalization of Distributor Management System at Pertamina Lubricants: Issues and Solutions on the Implementation Stage

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Pertamina Lubricants has stated digital transformation as one of its breakthrough projects to accelerate digitalization as one of its strategic initiatives. This strategic initiative has objectives to enhance channel management and the capability of distributors as strategic business partners to achieve their sales volume target set by the management of Pertamina Lubricants. This journal aims to evaluate and improve the digital distributor management system to help distributors of Pertamina Lubricants achieve their sales volume target.

Project Performance Analysis in Hydrant and Plumbing. Case Study: Biopharmaceutical Manufacturing Facility

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Karya Sejuk Mandiri is a general contractor company primarily engaged in Mechanical, Electrical, and Plumbing (MEP) which is currently working on Plumbing and Hydrant work with a work value of Rp586,000,000 with an estimated completion time of 7 months.

From the budget aspect data, this project is projected to experience a cost overrun of Rp82,099,035 and an additional 23 weeks of working time. This condition can get worse if PT. Karya Sejuk Mandiri did not take corrective action for the losses incurred.

The study begins by analyzing the level of work performance as an initial reference that the job is in trouble. Using the Current Reality Tree (CRT), this study finds two root causes of problems that cause work to experience cost overruns and delays. Three alternative options are given for each root cause of the problem and then selected using the Analytical Hierarchy Process (AHP) to get the best course of action.

This research concludes by providing two corrective actions and also a plan for their implementation during the work. Thus, it is hoped that there will be an increase in the level of performance so that the project can be completed properly.