APLIKASI CALL CENTER BERBASIS WEB PADA PT. HAIER SALES INDONESIA
TAUFIK ISMAIL 41811110125
PROGRAM STUDI SISTEM INFORMASI FAKULTAS ILMU KOMPUTER UNIVERSITAS MERCU BUANA JAKARTA 2016
http://digilib.mercubuana.ac.id/
APLIKASI CALL CENTER BERBASIS WEB PADA PT. HAIER SALES INDONESIA
Laporan Tugas Akhir Diajukan Untuk Melengkapi Salah Satu Syarat Memperoleh Gelar Sarjana Komputer
Oleh : TAUFIK ISMAIL 41811110125
PROGRAM STUDI SISTEM INFORMASI FAKULTAS ILMU KOMPUTER UNIVERSITAS MERCU BUANA JAKARTA 2016
http://digilib.mercubuana.ac.id/
ii http://digilib.mercubuana.ac.id/
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KATA PENGANTAR Puji syukur kami panjatkan ke hadirat Tuhan Yang Maha Esa, yang telah memberikan pertolongan dan karuniaNya sehingga dapat menyelesaikan penyusunan tugas akhir ini. Tujuan dari penulisan skripsi ini adalah untuk melengkapi sebagian dari syarat-syarat guna menyelesaikan program studi strata satu Fakultas Ilmu Komputer Jurusan Sistem Informasi Universitas Mercubuana. Tugas akhir ini masih banyak kekurangan dan masih jauh dari sempurna, hal ini dikarenakan keterbatasan yang ada. Penyelesaian tugas akhir ini tidak lepas dari bantuan banyak pihak yang telah memberikan dukungan dan semangat. pada kesempatan ini penulis ingin mengucapkan terima kasih sebesar-besarnya kepada : 1. Bapak Ir. Fajar Masya.MMSI, selaku dosen pembimbing tugas akhir yang telah memberikan ilmu, dorongan dan nasehat serta membimbing penulisan dari awal hingga akhir penelitian. 2. Ibu Nur Ani, ST, MMSI selaku ketua program studi pada jurusan sistem informasi, Universitas Mercu Buana. 3. Bapak Bagus Priambodo, ST, MTI selaku koordinator tugas akhir pada jurusan sistem informasi Universitas Mercu Buana. 4. Bapak Novrizal selaku Manager Service dan Logistik, serta teman-teman divisi call center, service, sparepart di PT. Haier Sales Indonesia yang telah membantu dalam memenuhi kelengkapan skripsi ini. 5. Ibu, Ayah dan keluarga tercinta yang telah mendukung penulis dengan doa, semangat dan materi. Akhir kata penulis menyadari bahwa ilmu dan pengetahuan penulis masih sangat terbatas, penulis berharap tugas akhir ini merupakan langkah awal dalam mencapai kesuksesan dimasa yang akan datang. Jakarta,
Februari 2016 Penulis
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DAFTAR ISI LEMBAR PERNYATAAN ..................................................................................... i LEMBAR PENGESAHAAN ................................................................................. ii KATA PENGANTAR ............................................................................................ v ABSTRACTION ..................................................................................................... v ABSTRAK ............................................................................................................. vi DAFTAR ISI ......................................................................................................... vii DAFTAR GAMBAR ............................................................................................. xi DAFTAR TABEL ................................................................................................ xiv BAB I PENDAHULUAN ....................................................................................... 1 1.1
Latar Belakang Masalah.......................................................................... 1
1.2
Rumusan Masalah ................................................................................... 2
1.3
Batasan Masalah ..................................................................................... 3
1.4
Tujuan Penelitian .................................................................................... 3
1.5
Manfaat Penelitian .................................................................................. 3
1.5.1
Metode Penelitian ............................................................................... 3
1.5.2
Teknik Pengumpulan Data .................................................................. 4
1.5.3
Metode Perancangan Aplikasi ............................................................ 4
1.6
Sistematika Penulisan ............................................................................. 5
BAB II LANDASAN TEORI ................................................................................. 7 2.1
Call Center .............................................................................................. 7
2.1.1
Peran Call Center ................................................................................ 7
2.1.2
Tujuan dan Fungsi Call Center ........................................................... 7
2.2 2.2.1
Pelanggan ................................................................................................ 8 CRM (Costumer Relationship Management) ..................................... 8
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2.3
Sistem Informasi ..................................................................................... 8
2.3.1
Definisi Sistem .................................................................................... 8
2.3.2
Definisi Informasi ............................................................................... 9
2.3.3
Definisi Sistem Informasi ................................................................... 9
2.4
Perangkat Lunak (Software) ................................................................. 12
2.4.1
Sistem Perangkat Lunak ................................................................... 12
2.4.2
Karakteristik Perangkat Lunak.......................................................... 12
2.5
Rekayasa Perangkat Lunak ................................................................... 12
2.5.1
Waterfall ........................................................................................... 15
2.5.2
Black Box Testing............................................................................. 16
2.5.3
UML (Unified Modeling Language) ................................................ 16
2.4
Web ..................................................................................................... 142
2.6.1
Website ............................................................................................ 142
2.6.2
Webserver ....................................................................................... 143
2.6.3
Web browser ................................................................................... 143
2.6.4
Internet ............................................................................................ 143
2.6.5
URL (Uniform Resource Locator) .................................................. 144
2.6.6
HTTP............................................................................................... 144
2.6.7
Ajax ................................................................................................. 146
2.6.8
Java ................................................................................................. 146
2.6.9
Javascript ........................................................................................ 147
2.6.10 2.5
XML ............................................................................................ 148
Perangkat lunak pendukung ................................................................ 150
2.5.1
Zk Framework ................................................................................. 150
2.5.2
Eclipse ............................................................................................. 152
2.5.3
iReport............................................................................................. 154
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2.5.4 XAMPP ........................................................................................... 155 2.5.5
MySQL ........................................................................................... 156
2.5.6
Microsoft Visio ............................................................................... 157
2.6
Database ............................................................................................. 158
2.6.1
Pengertian Database ........................................................................ 158
2.6.2
DBMS (Database Management System) ........................................ 159
BAB III ANALISA DAN PERANCANGAN SISTEM ..................................... 165 3.1
Proses bisnis sebelumnya .................................................................... 165
3.1.1
Tentang Perusahaan ........................................................................ 165
3.1.2
Visi dan Misi ................................................................................... 167
3.1.3
Struktur Organisasi ......................................................................... 168
3.1.4
Analisa Sistem Berjalan .................................................................. 170
3.2
Spesifikasi Sistem ............................................................................... 175
3.2.1
Input ................................................................................................ 175
3.2.2
Output ............................................................................................. 175
3.2.3
Proses .............................................................................................. 175
3.3 3.3.1 3.4
Analisa Sistem Usulan ........................................................................ 176 UML ................................................................................................ 176 Rancangan Antar Muka ...................................................................... 215
BAB IV IMPLEMENTASI DAN PENGUJIAN ................................................ 223 4.1
Implementasi ....................................................................................... 223
4.1.1
Spesifikasi Perangkat Keras ............................................................ 223
4.1.2
Spesifikasi Perangkat Lunak ........................................................... 223
4.1.3
Arsitektur Sistem ............................................................................ 225
4.2 4.2.1
Implementasi Antar Muka .................................................................. 225 Implementasi antar muka login ....................................................... 225
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4.2.2
Implementasi halaman awal data update master pengguna ............ 226
4.2.3
Implementasi halaman tambah dan ubah data master pengguna .... 227
4.2.4
Implementasi halaman utama untuk CS, CC Agent ........................ 228
4.2.5
Implementasi halaman update data master produk CS, CC Agent . 229
4.2.6
Implementasi halaman tambah dan ubah produk CS, CC Agent .... 230
4.2.7
Implementasi halaman update data master pelanggan CS, CC Agent 231
4.2.8
Implementasi halaman update master pelanggan CS, CC Agent.... 232
4.2.9
Implementasi halaman pencarian klaim pelanggan ........................ 233
4.2.10
Implementasi halaman klaim pelanggan ..................................... 234
4.2.11
Implementasi halaman tambah dan ubah data klaim pelanggan . 235
4.2.12
Implementasi halaman cetak klaim pelanggan ........................... 236
4.2.13
Implementasi halaman update data service admin service ......... 237
4.2.14
Implementasi halaman update data service part admin service . 238
4.2.15
Implementasi halaman melihat laporan CC Chief seluruh klaim 238
4.2.16
Implementasi halaman melihat laporan CC Chief per status job 239
4.2.17
Implementasi halaman melihat laporan SSM dan Manager ....... 239
4.3
Verifikasi Pengujian ............................................................................ 240
4.4
Skenario Pengujian ............................................................................. 240
4.5
Analisa Hasil Pengujian ...................................................................... 244
BAB V KESIMPULAN DAN SARAN ............................................................. 245 5.1
Kesimpulan ......................................................................................... 245
5.2
Saran ................................................................................................... 245
DAFTAR PUSTAKA ................................................................................... ccxlviii LAMPIRAN ..................................................................................................... ccxlvi
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DAFTAR GAMBAR Gambar 2.1 Software engineering layers (Pressman, 2010)................................. 13 Gambar 2.2 Model Waterfall Sommerville (2011) ............................................... 15 Gambar 2.3 Contoh Use Case Bernd Bruegge and Allen H.Dutoit (2010) .......... 21 Gambar 2.4 Contoh Fully developed use case description Satzinger (2010) ....... 22 Gambar 2.5 Symbol Activity Diagram.Satzinger, Jackson, and Burd (2010) ....... 23 Gambar 2.6 Contoh Activity Diagram Bernd Bruegge and Allen H. Dutoit (2010) ............................................................................................................................... 25 Gambar 2.7 Contoh Class Diagram Bernd Bruegge and Allen H. Dutoit (2010). 28 Gambar 2.8 Contoh Domain Class Diagram Satzinger (2010). ........................... 29 Gambar 2.9 Contoh First-Cut Class Diagram Satzinger (2010). ......................... 30 Gambar 2.10 Contoh Sequence Diagram Bernd Bruegge and Allen H. Dutoit (2010) .................................................................................................................... 33 Gambar 2.11 Zk Framework Architecture (book.zkoss.org) .............................. 151 Gambar 2.12Tampilan splash screen Eclipse Indigo.......................................... 153 Gambar 2.13Tampilan editor Eclipse ................................................................. 154 Gambar 2.14 Tampilan splash screen iReport 5.5.0 ........................................... 155 Gambar 2.15 Tampilan editor iReport 5.5.0 ....................................................... 155 Gambar 2.16 Logo XAMPP ............................................................................... 155 Gambar 2.17 Logo Apache Tomcat .................................................................... 156 Gambar 3.1 Struktur Organisasi Pusat ................................................................ 168 Gambar 3.2 Diagram konseptual sistem berjalan di Pusat ................................. 171 Gambar 3.3 Activity Diagram Sistem Berjalan ................................................... 172 Gambar 3.4 Use Case diagram sistem informasi klaim pelanggan berjalan ...... 173 Gambar 3.5 Use Case diagram sistem informasi klaim pelanggan berjalan ...... 174 Gambar 3.6 Use Case diagram sistem usulan .................................................... 177 Gambar 3.7 Activity Diagram update data user .................................................. 184 Gambar 3.8 Activity Diagram update data cabang ............................................. 185 Gambar 3.9 Activity Diagram login .................................................................... 186 Gambar 3.10 Activity Diagram cek data pelanggan ........................................... 187 Gambar 3.11 Activity Diagram Update data master ........................................... 188 Gambar 3.12 Activity Diagram Update Klaim Pelanggan .................................. 189
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Gambar 3.13 Activity Diagram melihat laporan ................................................. 190 Gambar 3.14 Activity Diagram menghapus data ................................................ 191 Gambar 3.15 Activity Diagram Update Service ................................................. 192 Gambar 3.16 Domain Class Diagram ................................................................ 193 Gambar 3.17 First Cut Class Diagram ............................................................... 194 Gambar 3.18 Sequence Diagram login (SSD) .................................................... 199 Gambar 3.19 Sequence Diagram login (View Layer) ......................................... 200 Gambar 3.20 Sequence Diagram update data cabang (SSD) ............................. 201 Gambar 3.21 Sequence Diagram update cabang (View Layer) .......................... 202 Gambar 3.22 Sequence Diagram update data produk (SSD) ............................. 203 Gambar 3.23 Sequence Diagram update data produk (View Layer) .................. 204 Gambar 3.24 Sequence Diagram update data pelanggan (SSD) ........................ 206 Gambar 3.25 Sequence Diagram update data pelanggan (View Layer) ............. 207 Gambar 3.26 Sequence Diagram update data klaim pelanggan (SSD) .............. 209 Gambar 3.27 Sequence Diagram update data klaim pelanggan (View Layer) ... 210 Gambar 3.28 Sequence Diagram hapus data (SSD) ........................................... 212 Gambar 3.29 Sequence Diagram laporan status klaim (SSD) ............................ 212 Gambar 3.30 Sequence Diagram laporan status Klaim (View Layer) ................ 213 Gambar 3.31 Sequence Diagram update data service (SSD) ............................. 214 Gambar 3.32 Sequence Diagram update data service part (SSD)...................... 214 Gambar 3.33 Tampilan halaman login ................................................................ 215 Gambar 3.34 Tampilan halaman awal menu IT .................................................. 215 Gambar 3.35 Tampilan halaman ubah data pengguna ........................................ 216 Gambar 3.36 Tampilan halaman utama update master pengguna ...................... 216 Gambar 3.37 Tampilan halaman update master pengguna ................................. 217 Gambar 3.38 Tampilan halaman update master cabang ..................................... 217 Gambar 3.39 Tampilan halaman awal data master produk ................................. 218 Gambar 3.40 Tampilan halaman tambah dan ubah data master produk ............. 219 Gambar 3.41 Tampilan halaman tambah dan ubah data master pelanggan ........ 219 Gambar 3.42 Tampilan halaman tambah dan ubah klaim bon kerja .................. 220 Gambar 3.43 Tampilan halaman lihat laporan klaim pelanggan ........................ 221 Gambar 3.44 Tampilan halaman lihat laporan status job.................................... 221
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Gambar 3.45 Tampilan halaman utama data service .......................................... 222 Gambar 4.1 Diagram arsitektur sistem call center ............................................. 225 Gambar 4.2 Implementasi antar muka halaman login ........................................ 226 Gambar 4.3 Implementasi antar muka halaman awal update master pengguna. 227 Gambar 4.4 Implementasi halaman tambah dan ubah data master pengguna .... 228 Gambar 4.5 Implementasi halaman utama untuk CS, CC Agent. ....................... 229 Gambar 4.6 Implementasi halaman update data master produk CS, CC Agent . 230 Gambar 4.7 Implementasi halaman tambah data master produk CS, CC Agent 231 Gambar 4.8 Implementasi halaman update data master pelanggan CS, CC Agent ............................................................................................................................. 232 Gambar 4.9 Implementasi halaman tambah data master pelanggan CS, CC Agent ............................................................................................................................. 233 Gambar 4.10 Implementasi halaman cari klaim pelanggan CS, CC Agent ........ 234 Gambar 4.11 Implementasi halaman utama data klaim pelanggan CS, CC Agent ............................................................................................................................. 235 Gambar 4.12 Implementasi halaman update data klaim pelanggan CS, CC Agent ............................................................................................................................. 236 Gambar 4.13 Implementasi halaman laporan klaim pelanggan (tampil) ............ 236 Gambar 4.14 Implementasi halaman laporan klaim pelanggan (cetak) .............. 237 Gambar 4.15 Implementasi halaman update data service (tampil)..................... 237 Gambar 4.16 Implementasi halaman update data service part (tampil .............. 238 Gambar 4.17 Implementasi halaman laporan klaim pelanggan .......................... 238 Gambar 4.18 Implementasi halaman laporan klaim pelanggan .......................... 239 Gambar 4.19 Implementasi halaman laporan keseluruhan ssm dan manager .... 240
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DAFTAR TABEL Tabel 2.1 UML 2.0 Diagram Summary Dennis (2010) ........................................ 17 Tabel 2.2 (lanjutan) UML 2.0 Diagram Summary Dennis (2010) ....................... 18 Tabel 2.3 Simbol - simbol pemodelan Use Case Diagram Wiley (2010) ............. 19 Tabel 2.4 (lanjutan) Simbol pemodelan Use Case Diagram Wiley (2010) .......... 20 Tabel 2.5 Simbol - simbol Activity Diagram Wiley (2010).................................. 24 Tabel 2.6 Simbol - simbol Class Diagram Rosa A.S (2013)................................ 27 Tabel 2.7 Simbol - simbol Sequence Diagram Rosa A. S. (2013). ...................... 31 Tabel 2.8 (lanjutan) Simbol Sequence Diagram Rosa A. S. (2013) ..................... 32 Tabel 3.1 Deskripsi Use Case proses input dan update data produk .................. 178 Tabel 3.2 Deskripsi Use Case proses input dan update data pelanggan ............. 178 Tabel 3.3 Deskripsi Use Case proses input dan update klaim pelanggan .......... 179 Tabel 3.4 Deskripsi Use Case proses input dan update data service .................. 179 Tabel 3.5 (lanjutan) Deskripsi Use Case update data user ................................. 180 Tabel 3.6 Deskripsi Use Case proses input dan update data jasa service........... 180 Tabel 3.7 Deskripsi Use Case proses melihat data laporan ................................ 180 Tabel 3.8 (lanjutan) Deskripsi Use Case update data user ................................. 181 Tabel 3.9 Deskripsi Use Case menghapus data .................................................. 181 Tabel 3.10 Deskripsi Use Case update data user ................................................ 181 Tabel 3.11 (lanjutan) Deskripsi Use Case update data user ............................... 181 Tabel 3.12 Deskripsi Use Case update data cabang ........................................... 182 Tabel 3.13 Deskripsi Use Case login .................................................................. 183 Tabel 3.14 User ................................................................................................... 195 Tabel 3.15 Produk ............................................................................................... 195 Tabel 3.16 Pelanggan .......................................................................................... 196 Tabel 3.17 Klaim ................................................................................................ 196 Tabel 3.18 Service ............................................................................................... 197 Tabel 3.19 Level .................................................................................................. 197 Tabel 3.20 Service part ....................................................................................... 198 Tabel 3.21 Cabang .............................................................................................. 198 Tabel 4.1 Spesifikasi perangkat keras ................................................................. 223 Tabel 4.2 Spesifikasi perangkat keras ................................................................. 224
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Tabel 4.3 Pengujian Black box............................................................................ 241 Tabel 4.4 (lanjutan) Pengujian Black box ........................................................... 242 Tabel 4.5 (lanjutan) Pengujian Black box ........................................................... 243 Tabel 4.7 (lanjutan) Pengujian Black box ........................................................... 244
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