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All Journal International Conference on Engineering and Technology Development (ICETD)
Huda Budi Pamungkas
STMIK TEKNOKRAT, Jl. ZA. PagarAlam No. 9-11 LabuhanRatu Bandar Lampung, 35 141,Indonesia
Computer Science & IT Engineering

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Trouble Ticketing System Based Standard ISO10002: 2004 To Improve Handling of Complaints Responsibility Ahmad Cucus; Marzuki Marzuki; Agus Sukoco; Maria Shusanti Febrianti; Huda Budi Pamungkas
International Conference on Engineering and Technology Development (ICETD) 2012: 1st ICETD 2012
Publisher : Bandar Lampung University (UBL)

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Abstract

Trouble Ticketing System (TTS) is a mechanism that madean organization as a form of awareness of the partner organization, the TTS is a real form of Customer Relationship Management or CRM. TTS is the development of a complaints handling system that had been shaped by the conventional paper media, electronic switch in the form of an Internet-based media website.ISO10002:2004deals withthe complaintshandlingsystem, has two main objectives, namely tohandlecomplaintsproperlyso thatit givessatisfactionboth internallyand externally, the complaintis handledcanmakeaperformance improvementservices.With theimplementation of theISO10002: 2004onTTSwillincrease the level ofresponsibilityinthe handling ofcomplaints, becausetheISO10002: 2004allmechanismsanddevices inhandlingcomplaintsproperly managed.
Co-Authors Agus Sukoco Ahmad Cucus Maria Shusanti Febrianti Marzuki Marzuki