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Change Management Perspectives in an ERP Module Implementation: A Case Study in a Telecommunication Company Simatupang, Tota; Govindaraju, Rajesri; Amaranti, Reni
Jurnal Teknik Industri Vol 18, No 1 (2016): JUNE 2016
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (421.267 KB) | DOI: 10.9744/jti.18.1.51-62

Abstract

Successful Enterprise Resource Planning (ERP) projects require change management to support the integration of the ERP systems into work environment because ERP imple¬men¬tations involve lots of changes on technical infrastructures, business processes, organization structure, rules and skills of people in the organization. This study was aimed to explain the challenges in implementing an ERP module in a Indonesian telecommunication company, focusing on the change management process involves in the project. A case study at a tele¬com¬munication company was used to collect empirical data and to analyses important aspects of project arrangements that will have an impact on the change management process accompanying the ERP implementation project. The following two aspects of changes were analyzed as the impact of ERP implementation: changes in individual behaviors and changes in the organisational practices. Based on the empirical study, two important aspects of change management effectiveness in the project and post-project stage were highlighted: alignment of the organization structure to support IT-business collaboration and alignment of employee orientation towards effective use of ERP systems. Besides, this study also highlighted that it is important to plan and execute change management process in the post-project stage to obtain benefits from ERP implementation.
Analisis Kualitas Layanan pada Bagian Rawat Inap Rumah Sakit di Bandung Ratnamiasih, Ina; Govindaraju, Rajesri; Prihartono, Budhi; Sudirman, Iman
TRIKONOMIKA Vol 12 No 2 (2013): December Edition
Publisher : Faculty of Economics and Business, University of Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (368.65 KB) | DOI: 10.23969/trikonomika.v12i2.475

Abstract

Hospital has an important role for the growth of a country. Poor of hospital quality care cause public health problems are not immediately addressed. This research aim to have an explanation about inhouse quality of hospital services. However, measurements taken by the patient’s perception produce a picture of the quality of care in hospitals. This research followed an established case study method. A range of general hospital were contacted for this research. The hospitals vary in regards to ownership, as a private and public hospital. Only 6 of 19 hospitals showed interest and willingness to spare part of their time to be observed. The results showed that the quality of hospital services is relatively good. However, there are significant complaints about the lack of time provided by doctors, the hospitals are not continuously provide information about the disease by the patient, including the information of possible complications, and lack of hospital policy to train and give an explanation about disease and pain handling.
Studi Mengenal ERP System Adoption Berbasis Technology Acceptance Model Govindaraju, Rajesri; Gondodiwirjo, Leksananto
Jurnal Manajemen Teknologi Vol 7, No 1 2008
Publisher : SBM ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (644.215 KB)

Abstract

Sistem ERP adalah sistem informasi yang mengintegrasikan fungsi-fungsi bisnis dalam perusahaan, seperti fungsi manufaktur, keuangan dan manajemen rantai suplai. Sistem ERP tidak dapat meningkatkan performansi perusahaan bila tidak diadopsi dan digunakan secara teratur dan benar oleh para penggunanya. Dengan mengadopsi model dasar Technology Acceptance Model (TAM) dalam mempelajari proses penerimaan (adoption) sistem ERP oleh user dalam organisasi, penelitian ini menambahkan aspek peran project champion dalam menganalisis proses penerimaan sistem ERP oleh pengguna. Peran project champion disini dipelajari dengan yang memasukkan dua variabel independen tambahan yaitu technical champion dan organisational champion. Faktor lainnya yang digunakan dalam penelitian ini yaitu perceived usefulness, intrinsic dan situational involvement, prior usage, argument for change, shared belief, project communication dan training. Pengambilan data dilakukan terhadap 123 responden yang merupakan karyawan pengguna sistem ERP di PT.Telkom Indonesia. Pengolahan data dilakukan dengan menggunakan metode Structural Equation Modelling (SEM), dan perangkat lunak pengolah data LISREL. Hasil pengolahan data menunjukkan bahwa perceived usefulness berpengaruh positif terhadap behavioral intention to use sistem ERP. Hasil dari penelitian juga menunjukkan bahwa technical champion, organisational champion, intrinsic dan situational involvement, argument for change, shared belief, project communication dan training secara tidak langsung berpengaruh positif terhadap behavioral intention to use sistem ERP. Keywords: ERP, Behavioral intention to use ERP, User acceptance, adoption, Champions, TAM, SEM
Kompetensi SDM dan Kualitas Pelayanan Rumah Sakit Govindaraju, Rajesri; Prihartono, Budhi; Ratnamiasih, Ina; Sudirman, Iman
Jurnal Trikonomika Vol 11, No 1 (2012): Edisi Juni 2012
Publisher : Jurnal Trikonomika

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Abstract

There are many studies about factors influencing the hospital service quality. They’re focused on those aspects of the services directly felt by the patient. Problems that cause the low service quality had been studying, continually. In this preliminary study, factors influencing the service quality that are related to clinical human resources competency are explored. Factors that mediate the relationship between human resource competency and service quality, namely job satisfaction, also discussed in this study so as to obtain a comprehensive picture of the factors that cause the service quality. This study is an exploratory study. A single case study was executed at a private hospital in Bandung. A number of semi-structured interviews were executed with a number of doctors, hospital managers and nurses. Questionnaires were distributed to a number of nurses. The results showed that the the clinical human resource competency influences the hospital service quality through job satisfaction.
E-BUSINESS INITIATIVES IN INDONESIAN MANUFACTURING SMES Govindaraju, Rajesri; Samadhi, TMA Ari; Sudirman, Iman; Saptadi, Singgih
Jurnal Teknik Industri Vol 16, No 2 (2014): DECEMBER 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (434.862 KB) | DOI: 10.9744/jti.16.2.139-148

Abstract

The role of information technology (IT) in improving companies? competitiveness, including small and medium enterprises (SMEs), has been widely accepted. But, the IT investment will be in vain, if SMEs do not align their business and IT. There is a need to develop a framework of business-IT alignment. The framework development requires an understanding of the patterns of IT implementation in supporting SMEs? business (e-business initiatives). This paper presents an empirical study on e-business initiatives in Indonesian manufacturing SMEs. The study uses 41 business processes that are grouped into three business focuses: supplier side, internal side and customer side. Based on the complexity of IT support to business processes, supplier side score, internal side score, customer side score and global score can be calculated. These scores are used to develop e-business initiative groups by using cluster analysis. After validated using discriminant analysis, the cluster analysis gives five e-business initiatives. First initiative is e-business implementation in three sides of business focuses, although in the early stage. Second initiative is IT implementation with internal side focus. Third initiative is e-business with customer side focus. The fourth is initiative that focuses on internal and customer side. The last is e-business initiative that balances and extends IT implementation on the three sides of business focuses. Then, this paper explains the differences between e-business initiatives.
Analisis Kualitas Layanan pada Bagian Rawat Inap Rumah Sakit di Bandung Govindaraju, Rajesri; Prihartono, Budhi; Ratnamiasih, Ina; Sudirman, Iman
Jurnal Trikonomika Vol 12, No 2 (2013): Edisi Desember 2013
Publisher : Jurnal Trikonomika

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Abstract

Rumah sakit memegang peranan penting bagi pertumbuhan suatu negara. Kualitas layanan rumah sakit yang buruk menyebabkan permasalahan kesehatan masyarakat tidak terselesaikan. Penelitian ini dilakukan untuk mendapatkan gambaran mengenai kualitas layanan bagian rawat inap rumah sakit di Bandung. Bagaimanapun, pengukuran yang dilakukan dengan menggunakan persepsi pasien dapat menghasilkan gambaran mengenai kualitas layanan rumah sakit. Penelitian ini menggunakan metode studi kasus. Rumah sakit umum telah dihubungi untuk menjadi objek penelitian ini. Rumah sakit beragam dalam hal kepemilikannya, yaitu sebagai rumah sakit milik swasta dan milik pemerintah. Hanya 6 dari 19 rumah sakit yang tertarik dan bersedia meluangkan waktu untuk diteliti. Hasil penelitian menunjukkan bahwa kualitas layanan rumah sakit relatif sudah baik. Namun, terdapat keluhan yang cukup signifikan mengenai kurangnya waktu yang disediakan oleh dokter, rumah sakit tidak secara kontinyu memberikan informasi mengenai penyakit pasien, termasuk informasi mengenai kemungkinan komplikasinya, dan kurangnya kebijakan rumah sakit dalam melatih dan menjelaskan tentang cara menangani rasa sakit.
ANALISIS FAKTOR PENDORONG REALISASI MANFAAT IMPLEMENTASI ERP DI PERUSAHAAN INDONESIA M., Iqbal Yulizar; Govindaraju, Rajesri
J@ti Undip : Jurnal Teknik Industri Volume 12, No. 1, Januari 2017
Publisher : Departemen Teknik Industri, Fakultas Teknik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (347.007 KB) | DOI: 10.14710/jati.12.1.07-14

Abstract

Pengelolaan implementasi ERP pada fase post project yaitu fase ketika ERP telah digunakan secara integral dalam perusahaan, menentukan terealisasinya manfaat dari implementasi ERP, karenanya terkait pengelolaan pada fase post project ini dibutuhkan kajian lebih lanjut untuk mengetahui upaya-upaya merealisasikan manfaat dari implementasi ERP. Penelitian ini bertujuan untuk mengetahui bagaimana mengukur manfaat implementasi ERP dan mengetahui sejauh mana perusahaan-perusahaan Indonesia merealisasikan manfaat implementasi ERP, serta memberikan rekomendasi bagi perusahaan-perusahaan di Indonesia dalam menjalani fase post project agar manfaat dari implementasi ERP dapat direalisasikan. Model pengelolaan pada fase post project yang dikembangkan dalam penelitian ini didasarkan pada penelitian-penelitian sebelumnya yang mengkaji kelompok aktivitas pada fase post project, dimana institutionalized ERP system dan improved ERP system dapat mendorong perusahaan untuk merealisasikan manfaat implementasi ERP.AbstractManagement of ERP implementation phase is the phase when the project post ERP has been used integrally within the company, determine the realization of the benefits of an ERP implementation, hence related to the management phase of this project post further study is needed to determine the efforts to realize the benefits of ERP implementation. This study aims to determine how to measure the benefits of ERP implementation and determine the extent of Indonesian companies realize the benefits of ERP implementation, as well as provide recommendations to firms in Indonesia in carrying out post-project phase in order to benefit from the ERP implementation can be realized. Model management in the post-phase project being developed in this study was based on previous studies that assess the activity group on post-phase project, which institutionalized the ERP system and improved ERP system can encourage firms to realize the benefits of ERP implementation.
The Application of a Decision-making Approach based on Fuzzy ANP and TOPSIS for Selecting a Strategic Supplier Govindaraju, Rajesri; Akbar, Muhammad I.; Gondodiwiryo, Leksananto; Simatupang, Tota
Journal of Engineering and Technological Sciences Vol 47, No 4 (2015)
Publisher : ITB Journal Publisher, LPPM ITB

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (320.425 KB) | DOI: 10.5614/j.eng.technol.sci.2015.47.4.5

Abstract

Supplier selection becomes very important when used in the context of strategic partnerships because of the long-term orientation of the relationship. This paper describes the application of a decision-making approach for selecting a strategic partner (supplier). The approach starts with defining a set of criteria that fits the company’s condition. In the next steps, a combination of fuzzy-ANP and TOPSIS methods is used to determine the weight for each criterion and rank all the alternatives. The application of the approach in an Indonesian manufacturing company showed that the three factors that got the highest weight were “geographical location”, “current operating performance”, and “reliability”. Geographical location got the highest weight because it affects many other factors such as reaction to changes in demand, after-sales service, and delivery lead-time.  Application of the approach helps decision-makers to gain effectiveness and efficiency in the decision-making process because it facilitates them to express their group’s collective preferences  while also providing opportunities for members to express their individual preferences. Future research can be directed at combining qualitative and quantitative criteria to develop the best criteria and methods for the selection of the best suppliers based on fuzzy ANP and TOPSIS.
Information System Quality and Its Impact on Individual Users’ Benefit: Analysing the Role of Knowledge Enablers Sudirman, Iman; Govindaraju, Rajesri; Pratiwi, Andara Arie
Jurnal Teknik Industri Vol 16, No 2 (2014): DECEMBER 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (312.142 KB) | DOI: 10.9744/jti.16.2.65-72

Abstract

With increasing competitive pressures, companies are trying to improve the quality of their processes and the work quality of their. This fact has triggered the companies to improve their information systems. Having made some investments in IT systems, those companies look for ways to gain benefits from their investments. The benefit from IS investment arise when the use of information system (IS) provides some positive impact to the organisation in terms of business impacts and individual impacts. Thus, investigating IS impact for individual user„s performance is very important. This study explores the effect of IS quality on individual benefits. The influence of six moderating variables related to knowledge enablers on the impact of IS quality on individual benefits was studied. The six moderating variables are: collaboration, trust, learning, centralisation, expertise, and formalisation. Data was collected using questionnaires distributed at two big private companies in Indonesia. Data processing was done with the help of SPSS software. After factor analysis, IS quality was split into two variables: Information quality and System and service quality. The study found that both the variables influence the perceived individual benefits significantly. The influence of information quality on individual benefit is positively moderated by expertise, learning, centralisation and formalisation. Finally, the influence of system and service quality on individual benefit is positively moderated by expertise and formalization.
PERANCANGAN SISTEM PREDIKSI CHURN PELANGGAN PT. TELEKOMUNIKASI SELULER DENGAN MEMANFAATKAN PROSES DATA MINING Govindaraju, Rajesri; Simatupang, Tota; Samadhi, TMA. Ari
Jurnal Informatika Vol 9, No 1 (2008): MAY 2008
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (413.782 KB) | DOI: 10.9744/informatika.9.1.33-42

Abstract

The purpose of this research is to design a customer churn prediction system using data mining approach. This system is able to perform data integration, data cleaning, data transformation, sampling and data splitting, prediction model building, predicting customer churn, and show the results in certain agreed forms. Churn prediction variables were identified based on earlier research reports that include customer information, payment method, call pattern, complaint data, telecommunication services usage and change of telecommunication services usage behavior data. The preferred mining technique used is the classification with decision tree algorithm. The decision tree can present visual model which represents customer churn and non churn pattern behavior. This system was tested using Kartu Halo customer data in Bandung area and testing result showed 70,94% accuracy of the prediction model. Abstract in Bahasa Indonesia : Penelitian ini bertujuan merancang sistem prediksi churn pelanggan yang memanfaatkan proses data mining. Sistem yang dihasilkan dapat melakukan integrasi data, pembersihan data, transformasi data, sampling dan pemisahan data, konstruksi model prediksi, memprediksi churn pelanggan dan menampilkan hasil prediksi dalam format laporan tertentu yang diperlukan. Identifikasi variabel-variabel prediksi churn dilakukan berdasarkan model prediksi churn yang telah dikembangkan pada penelitian terdahulu yang antara lain mencakup informasi mengenai pelanggan, metode pembayaran, data percakapan, data penggunaan jenis-jenis layanan telekomunikasi dan data yang menggambarkan perubahan perilaku penggunaan layanan telekomunikasi tersebut. Teknik mining yang dipilih adalah teknik klasifikasi dengan algoritma decision tree. Decision tree menghasilkan model visual yang merepresentasikan pola perilaku pelanggan yang churn dan tidak churn. Uji coba sistem yang dilakukan menggunakan data pelanggan Kartu Halo daerah Bandung menghasilkan tingkat akurasi model prediksi sebesar 70,94%. Kata Kunci : customer relationship management (CRM), churn, data mining, decision tree, sistem prediksi churn.