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Maksimalisasi Pencapaian Targ Melalui Implementasi Fam Di MAKSIMALISASI PENCAPAIAN TARGET PS MELALUI IMPLEMENTASI FAM DI WITEL SULUT MALUT by ALDA APRILIA ARUNGTASIK / 830045 (Asman WOC) FATMAWATY / 810010 (Asman Fulfillment) BACKGROUND CAKUPAN LAYANAN WITEL SULUT MALUT PROP. MALUKU UTARA PROP. SULAWESI UTARA Witel Sulut Malut terdiri atas 3 Kandatel yaitu Kandatel Bitung, Kandatel Kotamobagu dan Luas Wilayah 14.979 km2 ; Kandatel Ternate serta didukung oleh 26 STO Luas Wilayah 145.819,1 km²; Terdiri dari 11 Kab & 4 Kota ; Terdiri dari 8 Kab & 2 Kota ; Juml Penduduk 2,412 juta ; a. Manado c. Kandatel Kotamobagu : Juml. Penduduk 1,162 juta ; a.1 STO Manado Centrum (MOC) c.1 STO Kotamobagu (KTG) House Hold 240.062 House Hold 611.314 a.2 STO Bahu (BAH) c.2 STO Amurang (AMR) a.3 STO Paniki (PIK) c.3 STO Tutuyan (TUT) a.4 STO Airmadidi (AMD) c.4. STO Lolak b. Kandatel Bitung : d. Kandatel Ternate : b.1 STO Bitung (BIT) d.1 STO Ternate (TNT) b.2 STO Kauditan (KAU) d.2 STO Soasio (SSI) b.3 STO Tondano (TDN) d.3 STO Jailolo (JLL) b.4 STO Tomohon (TMH) d.4 STO Labuha (LBH) b.5 STO Langowan (LAN) d.5 STO Tobelo (TOB) b.6 STO Beo (BEO) d.6 STO Sanana (SNN) b.7 STO Tahuna (THN) d.7 STO Mangole (MGL) b.8 STO Tagulandang (TAG) d.8 STO Morotai (MTA) b.9 STO Hulusiau (HLS) d.9 STO Galela (GLL) NAMA KAB / KOTA IBUKOTA KAB. BOLAANG MONGONDOW LOLAK KAB. BOLAANG MONGONDOW SELATAN BOLANG UKI KAB. BOLAANG MONGONDOW TIMUR TUTUYAN NAMA KAB / KOTA IBUKOTA KAB. BOLAANG MONGONDOW UTARA BOROKO KAB. HALMAHERA BARAT JAILOLO KAB. KEPULAUAN SANGIHE TAHUNA KAB. HALMAHERA SELATAN LABUHA KAB. KEPULAUAN TALAUD MELONGUANE KAB. HALMAHERA TENGAH WEDA KAB. MINAHASA TONDANO KAB. MINAHASA SELATAN AMURANG KAB. HALMAHERA TIMUR SOA GIMALAHA KAB. MINAHASA TENGGARA RATAHAN KAB. HALMAHERA UTARA TOBELO KAB. MINAHASA UTARA AIRMADIDI KAB. KEPULAUAN SULA SANANA KAB. SIAU TAGULANDANG BIARO ONDONG SIAU KAB. PULAU MOROTAI DARUBA KOTA BITUNG BITUNG KAB. PULAU TALIABU BOBONG KOTA KOTAMOBAGU KOTAMOBAGU KOTA MANADO MANADO KOTA TERNATE TERNATE KOTA TOMOHON TOMOHON KOTA TIDORE KEPULAUAN SOA SIO COVERAGE LAYANAN INDIHOME DI PROPINSI SULAWESI UTARA Kab. Pulau Kabupaten Morotai Daruba Talaud Melonguane Kab. > Support Indihome Fiber Halmahera Kota Manado, Bitung, Tomohon, Kotamobagu) Kabupaten Utara Sangihe Tahuna Dicatu 17 STO : Kabupaten > Support Indihome Fiber Halmahera 13 STO -> Support Indihome Fiber Hulusiau Barat Kab Minahasa, Mitra, Minsel, Minut, Boltim, 4 STO -> Belum Support Kota Kab. Indihome Tagulandang Halmahera Biaro Ternate Kabupaten Siau Timur Belum Support Indihome Kab. Tifore Tagulandang Kepulauan Kab Talaud, Sangihe, Sitaro, Bolsel, Bolmut) Biaro Kab. Halmahera Kabupaten Tengah Kotamadya Minahasa Manado Utara Kotamadya Bitung Kab. Manado Halmahera Airmadidi Selatan Tomohon Bitung Kotamadya Tondano Tomohon Kabupaten Kab. Pulau Amurang Kabupaten Minahasa Taliabu Minahasa Ratahan Selatan Kabupaten Minahasa Tenggara Bobong Kab. 2 Kota -> Support Indihome Fiber Kepulauan (Kota Ternate, Kota Tidore Kepulauan Lolak Kotamadya Sula Kabupaten Bolaang Kotamobagu Tutuyan 2 Kab -> Support Indihome Fiber Mongondow Utara (Kab Kep Sula, Halmahera Utara Kotamobagu Kabupaten Bolaang Kabupaten Bolaang 2 Kab -> Support Indihome Copper Mongondow Timur Dicatu 9 STO : Mongondow (Halmahera Barat, Halmahera Selatan 4 STO -> Support Indihome Fiber 4 Kab -> Belum Support Indihome 2 STO -> Support Indihome Copper Kabupaten Bolaang (Kab Pulau Morotai, Pulau Taliabu, Bolang Uki 3 STO -> Belum Support Indihome Mongondow Selatan Halmahera Tengah, Halmahera u KOMPETITOR DI WITEL SULUT MALUT KAWASAN KOMPETITOR KAWASAN KOMPETITOR INDOSAT TV KABEL INFOTECH INDOVISION KANDATEL BITUNG KANDATEL BITUNG 3 (TRI) ORANGE TV XL BIG TV TV KABEL I INFOTEK CROSS NET INDOVISION N INDOSAT ORANGE TV KANDATEL KOTAMOBAGU KANDATEL KOTAMOBAGU AORA TV T XL MATRIX SMARFREN E BIG TV 3 (TRI) K - VISION R INDOSAT TV KABEL BOBOHONET N KANDATEL TERNATE MATRIX ANTERONET E KANDATEL TERNATE K - VISION INFOTEK ORANGE TV T INFOTEK BIG TV CROSS NET TV KABEL INDOSAT MANADO CENTRUM INDOVISION XL MANADO CENTRUM K - VISION SMARTFREN ORANGE TV 3 (TRI) BIG TV TARGET SALES & NAL WITEL SUMA 2017 FRAMEWORK FRAMEWORK Directorat Regional 7 - KTI WITEL SULUT Access Service Consumer Level MALUT Operation Pencapaian Target PS Witel SULUT MALUT TOWS Analysis (Threat,Opportunity,Weakness,Strength) Maksimalisasi Pencapaian Target PS melalui Implementasi FAM di Witel Sulut Malut TOWS Analysis THREAT OPPORTUNITY WEAKNESS STRENGTH 1. Kurang maksimalnya 1. Internet sudah penggunaan tools oleh 1. Pesaing yang 1. Tercapainya target menjadi kebutuhan teknisi. sudah mulai masuk di sales setiap harinya dasar masyarakat. yang meningkatkan Sulut Malut dan 2. Sulitnya merubah jumlah WO untuk munculnya ISP lokal mindset teknisi. 2. Hampir semua didistribusi ke teknisi. aplikasi di 3.Birokrasi otorisasi 2. Cakupan area yang perkantoran, bisnis request ser untuk tools 2. Jumlah teknisi yang cukup luas, terdiri memadai. area dan perumahan aplikasi. dari daratan dan sudah berbasis lautan. 3. Support maksimal digital. 4. Perubahan organisasi di lingkup TA yang dari Witel untuk TA. begitu cepat. BENCHMARK Performansi Segmen Consumer-WITEL Kelas B Perbandingan Apple to Apple dengan Witel Solo Sesama Kelas B Secara growth NAL Witel SUMA dibawah SOLO tetapi secara Growth Revenue WITEL SUMA jauh diatas Witel SOLO Pencapaian Implementasi MyIndiHome Diharapkan Implementasi FAM dapat memacu pencapaian Implementasi MyIndiHome CURRENT CONDITION Problem Identification Permasalahan Penyebab 1. Keterbatasan skill dan 1. Kurangnya training untuk knowledge Teknisi mengupgrade knowledge baik dari sisi operasional maupun service. 2. Belum ada perubahan Mindset yang signifikan di sisi Teknisi 2. Masih terbiasa dengan aktivitas operasional manual. 3. Jumlah teknisi di Datel masih 3. Distribusi teknisi yang terbatas ke terbatas Witel . PEOPLE PEOPLE 4. Produktivitas belum optimal 4. Belum ada iklim kompetensi antar 5. Rotasi teknisi yang cukup sering teknisi. 5. Kebijakan TA Problem Identification Permasalahan Penyebab 1. Penerapan SOP dan CoC yang belum 1. Karena mindset teknisi bahwa SOP optimal. dan CoC tidak mudah. 2. Karena ada proses tambahan untuk 2. Masih panjangnya proses untuk PSB validasi data calon pelanggan. (dari inputan via MI s/d Backend) 3. Kebijakan Security IT Tools Telkom hanya memberikan otorisasi user 3. Lamanya proses otorisasi permintaan kepada teknisi yang ber-NIK. PROCESS PROCESS user baru teknisi. 4. Karena user belum di-approve sehingga load crew/teknisi belum 4. Pembagian order yang tidak merata dapat mengakomodir banyaknya WO. dan masih menggunakan cara manual Problem Identification Permasalahan Penyebab 1. Akurasi data port odp tidak sesuai 1. Teknisi gangguan sering dengan kondisi fisik/real di lapangan. memindahkan port di odp tanpa koordinasi dengan unit Daman 2. Banyaknya aplikasi yang memiliki Witel. fungsi yang sama tetapi 2. Karena banyaknya request menampilkan data yang berbeda, terhadap aplikasi dan tidak terintegrasi dan terkadang penggunaan parameter yang tidak valid. berbeda. TECHNOLOGY TECHNOLOGY 3. Karena meningkatnya volume 3. Peningkatan realibility aplikasi transaksi PSB / gangguan. NOSS F dan NOSSA. DISCUSSION & ANALYSIS Problem Solution Permasalahan Solusi 1. Keterbatasan skill dan 1. Mengusulkan training kepada knowledge teknisi. semua teknisi dan sharing rutin setiap ada perubahan kebijakan 2. Belum ada perubahan manajen. mindset yang signifikan di sisi 2. Perlunya push oleh atasan dan teknisi. reminding oleh Helpdesk. 3. Jumlah teknisi di Datel masih 3. Perlunya dibentuk tim mobile terbatas. techician yang dapat sewaktu PEOPLE PEOPLE 4. Rotasi teknisi yang cukup waktu di-rotasi ke Datel yang sering. memerlukan. 4. Kebijakan rotasi di TA seharusnya dikoordinasikan dengan Witel setempat terlebih dahulu. Problem Solution Permasalahan Solusi 1. Banyaknya tools / aplikasi yang 1. Mengusulkan agar dimunculkan digunakan oleh HD dan belum satu aplikasi yang memuat semua terintegrasi. informasi yang dibutuhkan. 2. Mengusulkan untuk simplifikasi 2. Masih panjangnya proses untuk dalam Permohonan dan Validasi PSB (dari inputan via MI s/d data PSB. Backend). 3. Mengusulkan untuk pembuatan user teknisi menggunakan satu NIK 3. Lamanya proses otorisasi khusus / berkode khusus dan PROCESS PROCESS permintaan user baru teknisi. ketika user sudah ada agar HD DIWAJIBKAN menggunakan FAM. 4. Pembagian order yang tidak merata dan masih menggunakan 4. Alokasi teknisi akurat, setiap cara manual. perubahan segera diinformasikan ke HD. Problem Solution Permasalahan Solusi 1. Akurasi data port odp tidak 1. Mewajibkan teknisi untuk sesuai dengan kondisi fisik/real berkoordinasi ke Daman Witel di lapangan. jika ingin memindahkan port odp. 2. Banyaknya aplikasi yang 2. Mengusulkan agar dilakukan memiliki fungsi yang sama integrasi semua dashboard tetapi menampilkan data yang berkaitan & dashboard yang berbeda dan terkadang yang lama dinon-aktifkan TECHNOLOGY TECHNOLOGY tidak valid. 3. Mengusulkan upgrade server dan data base Aplikasi 3. Peningkatan realibility aplikasi NOSSF & NOSSA. NOSS F dan NOSSA. CONCLUSION & RECOMMENDATION KESIMPULAN Implementasi FAM dan MyIndiHome di Witel Sulut Malut belum mencapai target karena : 1. Permasalahan otorisasi user teknisi karena tingginya tingkat rotasi disisi teknisi dan penambahan mitra lokal yang tidak ber-NIK. PEOPLE PEOPLE 2. Mindset teknisi terhadap penggunaan aplikasi MI tidak se-simpel menggunakan order manual 1. Proses PSB menjadi semakin lama karena adanya proses validasi data oleh tim FCC sebelum diproses di SC Backend. 2. Proses otorisasi user teknisi yang cukup lama
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