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"Sebuah perusahaan perminyakan multi-nasional yang beroperasi di Indonesia, dengan kantor pusat di Houston Texas, merencanakan melakukan outsource penyelenggaraan dan implementasi TI di Indonesia, kepada perusahaan IT services di Indonesia. Perusahaan ini akan melakukan upgrade terhadap infrastruktur TI dan membuat manajemen layanan sehingga fasilitas kontrol dan dukungan dapat ditingkatkan. Upgrade akan dilakukan terhadap LAN (Local Area Network) dan ITSC (IT Services Center) dibutuhkan sebagai dukungan (support) operasional terhadap infrastruktur TI yang baru. ITSC akan berada di kantor pusat Jakarta dan memberikan remote service kepada kantor cabang di 5 lokasi dan 5 rig.Pada proyek akhir ini dibahas perancangan dan perencanaan Helpdesk dengan menggunakan Microsoft Operation Framework (MOF) untuk memenuhi kebutuhan manajemen layanan perusahaan tersebut di atas sesuai dengan requirement yang telah dibuat oleh manajemen ITSC. Helpdesk merupakan salah satu fungsi dalam manajemen layanan TI yang didefinisikan oleh MOF. Selanjutnya dilakukan evaluasi terhadap seberapa efektif panduan MOF untuk perancangan dan perencanaan ITSC, dengan target Service Level Agreement seperti yang dicantumkan pada dokumen requirement. Penggunaan MOF dalam menyusun Helpdesk ITSC sangat membantu dengan memberikan panduan best practice dalam perancangannya. Pembagian MOF dalam fungsi - fungsi (SMF) memudahkan penyusunan langkah dalam manajemen infrastruktur TI dengan membaginya dalam aspek people, proses dan teknologi. Proyek akhir ini tidak memberikan solusi manajemen layanan TI yang menyeluruh karena tidak megkaji fungsi manajemen layanan TI lainnya dan hubungannya dengan Helpdesk.

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A multinational oil company (MNOC) operated in Indonesia, based in Huston Texas, planned to outsource the implementation of IT in Indonesia to IT service company in Indonesia. MNOC planned to upgrade IT infrastructure and will need service management to control and support the new infrastructure. Upgrade will be done to LAN (Local Area Network) and the service management will be done by ITSC (IT Services Center). ITSC will be located in Jakarta hea office and give remote service to 5 branch offices and rigs.In this final project, ITSC`s Helpdesk is designed and planned using Microsoft Operation Framework (MOF) to fulfill MNOC`s service management need according to requirements made by ITSC. Helpdesk is one of IT service managements defined in MOF. Furthermore, the effectiveness of designing ITSC using MOF to fulfill Service Level Agreement, which is stated in requirement document, is evaluated. Using MOF to design ITSC`s Helpdesk is effective because it`s best practice guidance for designing IT service management focused in people, process and technology. The classification of service management into functions (SMF) makes it easier to make IT service management plan. This final project does not have optimum outcome as it does not analyze the other IT management function and their relationship with Helpdesk."

"IT Service Management ITSM merupakan salah satu komponen yang dapat memberikan keunggulan kompetitif bagi perusahaan khususnya perusahaan yang bergerak dibidang jasa telekomunikasi, dimana komponenen ini menjadi pondasi dasar dalam ketersediaan layanan bisnis. Di tahun 2017 khususnya sepanjang satu tahun ke depan demi mencapai sasaran jangka panjang, yakni Continue to Win dengan triple double digit growth yakni revenue, EBITDA, dan net profit. Penelitian ini bertujuan untuk mengevaluasi manajemen layanan teknologi informasi khususnya dalam ruang lingkup operasional layanan di PT Telkomsel dalam rangka tercapainya target perseroan. Untuk evaluasi meggunakan kerangka kerja ITIL V3 2011 dan COBIT 5 dengan pendekatan kualitatif dan metode studi kasus. Sedangkan metode untuk memberikan rekomendasi aktivitas menggunakan kerangka kerja COBIT 5. Hasil penelitian ini berupa hasil evaluasi dan rekomendasi yang perlu dilakukan untuk mengoptimalkan kondisi manajemen operasional layanan yang ada di PT Telkomsel sehingga memenuhi ekspektasi pihak pemangku kepentingan.Setelah dilakukan proses evaluasi yang dilakukan di pada manajemen insiden, permintaan layanan, dan manajemen masalah diketahui bahwa Telkomsel sudah mengimplementasikan sesuai best practice dari ITIL V3 2011 Berdasarkan ITIL Service Support Self Assessment pada Incident Management dapat memperoleh nilai minimal sebagai syarat untuk level 1, 1.5, 2, 3, 3.5, dan 4. Sedangkan pada Problem Management level 1, 1.5, 2, dan 3. Untuk evaluasi proses COBIT 5 terpilih, Telkomsel memiliki tingkat kapabilitas 3 established pada proses DSS01 Manage Operation dan DSS02 Manage Incident serta tingkat kapabilitas 2 managed pada proses DSS03 Manage Problem dan DSS06 Manage Business Process. Prioritas pertama DSS02 Manage Incidents and Service Request, kemudian prioritas kedua pada proses DSS01 Manage Operations, prioritas ketiga DSS03 Manage Problems, dan prioritas terkahir pada proses DSS06 Manage Business Process. Penentuan KPI penelitian ini diperoleh dari outcome masing-masing tujuan proses sehingga ketercapaian tujuan dapat diukur. Key Performace Indicator pada penelitian juga bersifat lagging. Sedangkan untuk rekomendasi aktivitas didapatkan dari process practice masing-masing process sesuai panduan dari COBIT 5.

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IT Service Management (ITSM) is one component that can provide competitive advantage for companies, especially companies engaged in telecommunications services, where this component becomes the basic foundation in the availability of business services. In 2017 especially during the next one year to achieve long term goals, namely Continue to Win with triple double digit growth ie revenue, EBITDA, and net profit. These targets become quite challenging given the signs of the end of the glory of legacy services more real. Based on the situation, Telkomsel has set the theme Building Digital Indonesia as the corporate theme. The above corporate theme reflects Telkomsel 39 s commitment to initiate digital initiatives with a new mindset for the growth of Telkomsel 39 s business in the future.

This research aims to evaluate the IT Service Management, especially in the scope of service operations in PT Telkomsel in order to achieve the target company. For evaluation use the ITIL V3 2011 and COBIT 5 frameworks with qualitative approaches and case study methods. While the method for giving activity recommendation using COBIT framework 5.

The result of this research are the result of evaluation and recommendation that need to be done to optimize the operational management condition of service in PT Telkomsel so as to fulfill stakeholder 39 s expectation. After the evaluation process is done in on incident management, service request, and problem management. Telkomsel has implemented best practice from ITIL V3 2011 and Based on ITIL Service Support Self Assessment on Incident Management can obtain minimum value as a requirement for level 1, 1.5, 2, 3, 3.5, and 4. While at Problem Management level 1, 1.5, 2, and 3.

For evaluation of COBIT 5 process, Telkomsel has 3 established capability in process DSS01 Manage Operation and DSS02 Manage Incident and capability level 2 managed on process DSS03 Manage Problem and DSS06 Manage Business Process. The first priority is the DSS02 Manage Incidents and Service Request, second priority in the DSS01 Manage Operations process, the third priority of DSS03 Manage Problems, and the last priority in the DSS06 Manage Business Process process. The KPI determination of this research is obtained from the outcome of each process objective so that the achievement of the objectives can be measured. KPIs in the study are also lagging. While for activity recommendation got from process practice each process according to guide from COBIT 5."

"Dibalik segi positif dari proses demokrasi yang berlangsung, terselip celah masalah baru yaitu ancaman disintegrasi bangsa. Kekhawatiran itu tak hanya bersumber dari tuntutan pemisahan diri sebagian rakyat di beberapa daerah, tapi juga lantaran maraknya kerusuhan sosial di daerah, konflik antar ormas, konflik sengketa pemilu baik tingkat nasional maupun tingkat pilkada, konflik sengketa tanah perkebunan, dan konflik kerusuhan sosial lainnya yang berkembang menjadi pertentangan. Dalam konteks penanganan konflik antar ormas terkait dengan aksi kekerasan sebagaimana marak terjadi dan menjadi keprihatinan banyak kalangan, juga suatu kepentingan nasional. Bahkan, keselamatan publik serta hak dan kebebasan orang lain terancam oleh tindakan yang mengatasnamakan suatu organisasi. Penelitian ini bertujuan untuk menelaah sejauh mana peran penegak hokum, khususnya Baintelkam Polri dalam upaya penanggulangan konflik antar ormas di DKI Jakarta dan langkah-langkah optimalisasi peran tersebut.

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Behind the positive aspects of the ongoing democratic process, a new problem is tucked in, namely the threat of nation disintegration. The concern was not only stemmed from the demand for secession of some people in some areas, but also because of the rise of social unrest in the regions, conflicts between CSOs, election disputes both at the national and local election levels, conflicts over plantation land disputes, and other social conflict conflicts that developed be contradictory. In the context of handling conflicts between CSOs related to acts of violence as widespread and is a concern of many, it is also a national interest. In fact, public safety and the rights and freedoms of others are threatened by actions in the name of an organization. This study aims to examine the extent of the role of law enforcers, particularly the Indonesian Police's Baintelkam in efforts to overcome conflicts between CSOs in DKI Jakarta and steps to optimize that role."

"Penelitian ini menganalisis waktu tunggu pelayanan resep di Instalasi Farmasi Rumah Sakit Awal Bros Bekasi. Penelitian ini merupakan kualitatif dan kuantitatif, dengan sampel sebanyak 172 lembar resep baik racikan maupun non racikan. Hasil penelitian ini didapatkan bahwa rata-rata waktu tunggu pelayanan resep sebesar 22 menit untuk resep non racikan sedangkan untuk resep racikan sebesar 41 menit. Faktor penghambat yang mempengaruhi waktu tunggu pelayanan resep di Instalasi Farmasi Rumah Sakit Awal Bros Bekasi adalah SDM yang belum memadai, ketersediaan obat yang masih kurang, sistem komputerisasi yang belum memadai, masa kerja/ pengalaman petugas dan sarana ruang racik yang kurang luas.

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This study analyzes the waiting time of prescription services in Installation of Pharmacy Awal Bros Hospital, Bekasi. It is a qualitative and quantitative research, with sampel of 172 prescriptions, both concoction and non concontion drugs. This study found that the average waiting time of conconction drugs is 41 minutes, while the non concoction drugs is 22 minutes. The factors affecting those waitng time is insufficient of human resources, lack of drugs provision, inadequate correction of IT system lack of work experience, improper working space for doing concoction drugs."

"[Pertumbuhan konsumen kelas menengah atas menimbulkan tren gaya hidupbaru di Jakarta, yaitu konsumsi restoran kelas menengah atas khususnya pada tiperestoran casual-dining. Penelitian ini bertujuan untuk menganalisa hubungan antaravariabel-variabel Service Qualities yaitu Physical Environment Quality, InteractionalQuality, dan Outcome Quality, serta pengaruhnya terhadap variabel ConsumerUtilitarian Attitudes Toward Brands, Consumer Hedonic Attitides Toward Brands,dan Brand Preference dari konsumen restoran casual-dining. Penelitian inimenggunakan sampel konsumen berusia 18-33 tahun yang pernah mengunjungirestoran casual-dining di Jakarta dalam kurun waktu 6 (enam) bulan terakhir denganmetode non-probability sampling. Data hasil penelitian dioleh menggunakan metodeStructural Equation Modeling. Hasil penelitian menunjukkan bahwa PhysicalEnvironment Quality, Interactional Quality, dan Outcome Quality salingberhubungan dan memiliki pengaruh positif satu sama lain. Kemudian, InteractionalQuality dan Outcome Quality memiliki pengaruh positif terhadap Utilitarian Attitudedan Hedonic Attitude. Pada akhirnya, Utilitarian Attitude dan Hedonic Attitudeterbukti memiliki pengaruh positif terhadap Brand Preference.;he growth of middle-class consumers creates new lifestyle trend in Jakarta.The new lifestyle trend is consumption of upper-middle class restaurants, specificallycasual-dining restaurants. The purpose of this research is to analyze the relationshipbetween the variables of Service Qualities, which are Physical Environment Quality,Interactional Quality, and Outcome Quality, as well as their effects on ConsumerUtilitarian Attitudes Toward Brands, Hedonic Attitudes Toward Brands, and BrandPreference in casual-dining restaurants. This research uses sample of young adultconsumers from 18-33 age group who have visited casual-dining restaurant inJakarta in the last 6 (six) months using non-probability sampling method. The datacollected then analyzed using Structural Equation Modeling method. The result of thisresearch shows that Physical Environment Quality, Interactional Quality, andOutcome Quality are interrelated and have positive effects on each other.Interactional Quality and Outcome Quality positively affect Utilitarian Attitude andHedonic Attitude. Finally, Utilitarian Attitude and Hedonic Attitude positively affectBrand Preference.;he growth of middle-class consumers creates new lifestyle trend in Jakarta.The new lifestyle trend is consumption of upper-middle class restaurants, specificallycasual-dining restaurants. The purpose of this research is to analyze the relationshipbetween the variables of Service Qualities, which are Physical Environment Quality,Interactional Quality, and Outcome Quality, as well as their effects on ConsumerUtilitarian Attitudes Toward Brands, Hedonic Attitudes Toward Brands, and BrandPreference in casual-dining restaurants. This research uses sample of young adultconsumers from 18-33 age group who have visited casual-dining restaurant inJakarta in the last 6 (six) months using non-probability sampling method. The datacollected then analyzed using Structural Equation Modeling method. The result of thisresearch shows that Physical Environment Quality, Interactional Quality, andOutcome Quality are interrelated and have positive effects on each other.Interactional Quality and Outcome Quality positively affect Utilitarian Attitude andHedonic Attitude. Finally, Utilitarian Attitude and Hedonic Attitude positively affectBrand Preference., he growth of middle-class consumers creates new lifestyle trend in Jakarta.The new lifestyle trend is consumption of upper-middle class restaurants, specificallycasual-dining restaurants. The purpose of this research is to analyze the relationshipbetween the variables of Service Qualities, which are Physical Environment Quality,Interactional Quality, and Outcome Quality, as well as their effects on ConsumerUtilitarian Attitudes Toward Brands, Hedonic Attitudes Toward Brands, and BrandPreference in casual-dining restaurants. This research uses sample of young adultconsumers from 18-33 age group who have visited casual-dining restaurant inJakarta in the last 6 (six) months using non-probability sampling method. The datacollected then analyzed using Structural Equation Modeling method. The result of thisresearch shows that Physical Environment Quality, Interactional Quality, andOutcome Quality are interrelated and have positive effects on each other.Interactional Quality and Outcome Quality positively affect Utilitarian Attitude andHedonic Attitude. Finally, Utilitarian Attitude and Hedonic Attitude positively affectBrand Preference.]"

"Laporan magang ini bertujuan untuk menambah pengetahuan, keterampilan pengembangan diri, serta menganalisis pengalaman dan observasi real time penulis dengan tinjauan literatur manajemen tentang strategi pemasaran dalam konteks pengelolaan konsesi bandara Bisnis Ritel dan Ancillary PT Angkasa Pura Solusi. Studi kasus kualitatif melalui data sekunder dan observasi langsung. Data sekunder diberikan langsung dari situs web Divisi Bisnis Ritel, jurnal, surat kabar, situs web, catatan pemerintah dan analisis data wawancara lebih lanjut dilakukan selama laporan magang. Laporan magang ini dibuat dan dikembangkan agar penulis dapat merefleksikan pengalaman dan mengintegrasikannya dengan pengetahuan dan keterampilan sebelumnya dengan harapan dapat memberikan wawasan kepada pembaca tentang bisnis ritel di PT Angkasa Pura Solusi di Bandara Internasional Soekarno-Hatta.

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This internship report aims to gain knowledge, personal development skills, and analyzing writer's real time experience and observation with the management literature review about marketing strategy in the context of airport concession management of Retail and Ancillary Business of PT Angkasa Pura Solusi. Qualitative study case through secondary data and direct observation. Secondary data was given directly from Retail and Ancillary Business Division’s websites, journals, newspapers, websites, government records and further data analysis is conducted throughout the internship report. This internship report is made and developed for the writer to reflect on the experience and integrate it with previous knowledge and skills and in hope it can enlighten the reader and give insight into the retailing business in PT Angkasa Pura Solusi at Soekarno-Hatta International Airport.

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"Tesis ini membahas mengenai analisa efektivitas kebijakan Pelayanan Terpadu Satu Pintu terhadap perusahaan Penanaman Modal Asing di sektor perdagangan penjualan langsung. Dengan adanya kebijakan tersebut, perusahaan melewati 5 (lima) tahapan perizinan dan melalui 4 (empat) institusi untuk dapat memulai kegiatan usahanya di Indonesia secara komersial. Hasil penelitian menunjukkan bahwa kebijakan tersebut belum efektif karena walaupun terjadi penurunan biaya dan waktu namun penurunan tersebut tidak signifikan dan persepsi pelaku usaha bernilai cukup. Untuk mendukung kebijakan tersebut harusnya dilakukan pelimpahan kewenangan dari berbagai macam instansi dan didirikannya lembaga pemantau kebijakan.

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This thesis discusses about the analysis of the effectiveness of One Stop Service Policy towards foreign investment in direct selling sector. With this policy, the company through 5 (five) stages of licensing and through the 4 (four) institutions to be able to start its business in Indonesia. The results showed that the policy is not effective because the decreasing of cost and time was not significant and the perception of the business is worth enough. To support this policy should be total delegation of authority from various agencies and the establishment of a policy monitoring agency."

"ABSTRAKUntuk bisa mewujudkan misi dan objektifnya, setiap organisasi memerlukan strategi. Strategi dirumuskan dengan Manajemen Strategi. Manajemen Strategi memiliki empat elemen dasar yaitu : analisa situasi, formulasi strategi, implementasi strategi dan evaluasi serta kontrol. Penelitian ini hanya fokus pada dua elemen pertama yaitu analisa situasi dan formulasi strategi.Metode analisa situasi dan strategi yang banyak dijelaskan dalam berbagai literatur cenderung untuk industri manufaktur, Pekerjaan jasa memiliki karakteristik unik yang membedakannya dari pekerjaan manufaktur seperti : intangabilitiy, inseparability, perishability, variability, ownership dan consumer as a participant in the service process. Jika perbedaan ini diabaikan maka dapat terjadi kesalahan dalam menangani pekerjaan jasa.Pada kesempatan ini, telah dibuat metode analisa situasi dan formulasi strategi khusus untuk industri jasa. Metode ini dikembangkan dari metode yang sudah ada dengan memasukkan karakteristik unik pekerjaan jasa padanya, Akibatnya adalah terjadi perubahan pada beberapa bagian dari metode yang ada. Karakter intangability memiliki implikasi pada industry environment yaitu dengan perlunya penambahan elemen baru ' Pengakuan'. Elemen baru ini juga ditambahkan pada Basic Competitive Forces. Karakter inseparability memiliki implikasi pada value chain, yaitu fungsi outbond logistic menjadi tidak diperlukan, serta fungsi produksi dan fungsi marketing disatukan. Akhirnya, pada kesempatan ini dibuat Strategy Formulator, yaitu berupa satu paket pertanyaan-pertanyaan dan arahan-arahan yang akan menghantarkan pengguna merumuskan strategi yang sesuai bagi organisasi jasanya.Strategy formulator ini telah dicobakan pada suatu industri jasa, tempat penulis bekerja yaitu UPT XYZ.

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ABSTRACT

Strategy is needed by an organization to accomplish its mission and objectives. The strategy has to be formulated by Strategic Management. Strategic Management consist of four basic elements, that are : situation analysis (environmental scanning), strategy formulation, strategy implementation and evaluation/control. This research was focused on the first two elements, i.e situation analysis and strategy formulation.

Situation analysis and strategy formulation method which is explained in many references is more suitable for manufacturing or processing industry. Services sector has a number of distinctive characteristics which differentiate them from manufacturing, such as : intangability, inseparability, perishability, variability, ownership and consumer as participant in the service process. ignoring the differences will result in failure in managing service organizations.

By this research, a method for situation analysis and strategy formulation specifically for service sector had been created. This method was developed from the already presence method which is good for manufacturing, by introducing the distinctive characteristics of service sector to the method. It had consequences of change in the already presence method. The intangabilily character had implication on industry environment that need new additional element Pengakuan=Registered'. This new element is also added into Basic Competitive Forces. The inseparability character had implication on value chain analysis, that is the outbond logistic function is not needed anymore, and production function is united with marketing function. Finally, by this research had been created a Strategy Formulator that is a package of questions and directions which will drive the user easily to formulate strategy for its service organization.

This Strategy Formulator had been tested on a service organization, UPT XYZ, where researcher is working."

"Agenda Reformasi Birokrasi yang dicanangkan pemerintah Republik Indonesia menempatkan manajemen pengetahuan sebagai salah satu pilar dalam pencapaian visi reformasi birokrasi. Knowledge management system sebagai alat bantu teknologi informasi, dapat dimanfaatkan untuk mengelola pengetahuan dalam mendukung proses inovasi pelayanan publik. Penelitian ini bertujuan mengusulkan kerangka kerja pengembangan knowledge management systems yang mendukung inovasi pelayanan publik dengan studi kasus pada Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi, serta Lembaga Administrasi Negara sebagai instansi pembina inovasi publik. Kerangka kerja usulan merupakan hasil modifikasi Fernandez’s methodology yang dipilih dari hasil evaluasi 5 (lima) metode pengembangan knowledge management systems menggunakan teknik Analythical Hierarchy Process (AHP). Metode tersebut selanjutnya digabungkan dengan komponen kerangka kerja dalam tahapan siklus pengembangan sistem mulai dari perencanaan, analisis, desain, dan implementasi sebagai kerangka kerja usulan. Penelitian ini menggunakan metodologi penelitian campuran (mixed-method) dengan tahapan penelitian meliputi evaluasi kandidat metode pengembangan KMS menggunakan teknik AHP, menentukan target pengetahuan yang dibutuhkan dalam inovasi pelayanan publik, dan menggabungkannya kedalam satu siklus pengembangan sistem yang kompeherensif. Penilaian pakar (expert judgement) dilakukan untuk memvalidasi kerangka kerja yang diusulkan. Hasil dari penelitian ini adalah sebuah kerangka kerja pengembangan knowledge management systems yang mendukung inovasi pelayanan publik.

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The Bureaucratic Reform Agenda launched by the Republic of Indonesia's government places knowledge management as one of the pillars in achieving the vision of bureaucratic reform. Knowledge management systems as a tool for information technology can be used to manage knowledge in supporting public services' innovation process. This study proposes a framework for developing knowledge management systems that support public service innovation with case studies at the Ministry of Administrative Reform and Bureaucratic Reform and the State Administration Institute as a public innovation fostering agency. The proposed framework is a modified Fernandez's methodology selected from the evaluation of the 5 (five) methods of developing knowledge management systems using the Analytical Hierarchy Process (AHP) technique. These methods are then embedded into the systems development cycle stages as a proposed framework for developing knowledge management systems. This study uses a mixedmethod research methodology with research stages, including evaluating KMS development method candidates using AHP techniques, determining target knowledge needed in public service innovation, and combining them into a complete system development cycle. An expert judgment is carried out to validate the proposed framework. This research is a framework for developing knowledge management systems, which includes the stages of planning, analysis, design, and implementation."