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Kompetensi SDM dan Kualitas Pelayanan Rumah Sakit Prihartono, Budhi; Sudirman, Iman; Ratnamiasih, Ina; Govindaraju, Rajesri
Jurnal Trikonomika Vol 11, No 1 (2012): Edisi Juni 2012
Publisher : Jurnal Trikonomika

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There are many studies about factors influencing the hospital service quality. Theyâre 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.

Analisis Kualitas Layanan pada Bagian Rawat Inap Rumah Sakit di Bandung Ratnamiasih, Ina; Govindaraju, Rajesri; Prihartono, Budhi; Sudirman, Iman
Jurnal Trikonomika Vol 12, No 2 (2013): Edisi Desember 2013
Publisher : Jurnal Trikonomika

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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.

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

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 companyâs 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 âgeographical locationâ, âcurrent operating performanceâ, and âreliabilityâ. 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.Â Application of the approach helps decision-makers to gain effectiveness and efficiency in the decision-making process because it facilitates them to express their groupâs collective preferencesÂ 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.

The Development of Post-implementation Erp Model: It-business Partnership, Erp Maintenance and Support Tripiawan, Wawan; Govindaraju, Rajesri
Jurnal Rekayasa Sistem & Industri Vol 4 No 02 (2017): Jurnal Rekayasa Sistem & Industri - Desember 2017
Publisher : School of Industrial and System Engineering, Telkom University

Kesuksesan penggunaan sistem Enterpraise Resource Planning (ERP) telah banyak diteliti. Akan tetapi, belum banyak penelitian yang meneliti lebih lanjut keterkaitan antara IT-Business Partnership, Maintenance and Support dalam mendukung realisasi manfaat dari penggunaan sistem ERP. Penelitian ini dikembangkan untuk mengetahui pengaruh dari faktor-faktor yang termasuk dalam IT-Business Partnership, terhadap kegiatan dalam Maintenance and Support, pada fase post-project ERP. [1] membagi kegiatan Maintenance and Support menjadi tiga; ERP user support, ERP changes, dan ERP software update. IT Business Partnership digambarkan sebagai hubungan antara IT dengan bisnis, yang tergambarkan dalam 4 relasi, yaitu; Managementâs-IT Ownership, Userâs-IT Ownership, IT Professionalâs-Business Ownership dan juga IT Managerâs-Business ownership. Berdasarkan dari 116 sampel responden perusahaan yang diolah, faktor-faktor yang mempengaruhi tingkat manfaat/keuntungan dari penggunaan sistem ERP yaitu IT Managerâs â Business Ownership, IT Proffesionalâs â Business Ownership, Managementâs â IT Ownership, Userâs â IT Ownership, mempengaruhi tingkat ERP Enable Business Change (Maintenance and Support) baik secara langsung ataupun tidak langsung.

The Development of Post-implementation Erp Model: It-business Partnership, Erp Maintenance and Support Tripiawan, Wawan; Govindaraju, Rajesri
Jurnal Rekayasa Sistem & Industri Vol 4 No 02 (2017): Jurnal Rekayasa Sistem & Industri - Desember 2017
Publisher : School of Industrial and System Engineering, Telkom University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jrsi.v4i02.226

Kesuksesan penggunaan sistem Enterpraise Resource Planning (ERP) telah banyak diteliti. Akan tetapi, belum banyak penelitian yang meneliti lebih lanjut keterkaitan antara IT-Business Partnership, Maintenance and Support dalam mendukung realisasi manfaat dari penggunaan sistem ERP. Penelitian ini dikembangkan untuk mengetahui pengaruh dari faktor-faktor yang termasuk dalam IT-Business Partnership, terhadap kegiatan dalam Maintenance and Support, pada fase post-project ERP. [1] membagi kegiatan Maintenance and Support menjadi tiga; ERP user support, ERP changes, dan ERP software update. IT Business Partnership digambarkan sebagai hubungan antara IT dengan bisnis, yang tergambarkan dalam 4 relasi, yaitu; Management’s-IT Ownership, User’s-IT Ownership, IT Professional’s-Business Ownership dan juga IT Manager’s-Business ownership. Berdasarkan dari 116 sampel responden perusahaan yang diolah, faktor-faktor yang mempengaruhi tingkat manfaat/keuntungan dari penggunaan sistem ERP yaitu IT Manager’s – Business Ownership, IT Proffesional’s – Business Ownership, Management’s – IT Ownership, User’s – IT Ownership, mempengaruhi tingkat ERP Enable Business Change (Maintenance and Support) baik secara langsung ataupun tidak langsung.

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

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.

HUBUNGAN ANTARA KNOWLEDGE SHARING CAPABILITY, ABSORPTIVE CAPACITY DAN MEKANISME FORMAL: STUDI KASUS INDUSTRI TEKNOLOGI INFORMASI DAN KOMUNIKASI DI INDONESIA Andrawina, Luciana; Govindaraju, Rajesri; Samadhi, TMA Ari; Sudirman, Iman
Jurnal Teknik Industri Vol 10, No 2 (2008): DECEMBER 2008
Publisher : Institute of Research and Community Outreach - Petra Christian University

Knowledge is currently viewed as an important strategic resource in companies in order to gain competitive advantage. However, the success in generating competitive advantage will depend on the companyâ€™s ability to acquire and assimilate knowledge (potential absorptive capacity) and to transform and exploit knowledge (realized absorptive capacity). This research proposed three hypotheses by processing the sampled data of 114 companies of information and communication technology industry in Indonesia. Based on the results, this study finds that knowledge sharing capability significantly influences potential absorptive capacity and the companyâ€™s ability to acquire and assimilate knowledge has a positive influence towards the companyâ€™s ability to transform and to exploit knowledge. The relationship between potential absorptive capacity and realized absorptive capacity is moderated by formal mechanism. Abstract in Bahasa Indonesia: Pengetahuan saat ini dipandang sebagai sumber daya strategis yang penting bagi perusahaan untuk dapat memiliki keunggulan bersaing. Kesuksesan perusahaan menghasilkan keunggulan bersaing tergantung pada kemampuan perusahaan mengakuisisi dan mengasimilasi pengetahuan (potential absorptive capacity) dan mentransformasi dan mengeksploitasi pengetahuan (realized absorptive capacity). Penelitian ini mengajukan tiga hipotesis dengan mengolah data sampel dari 114 perusahaan pada industri teknologi informasi dan komunikasi di Indonesia. Hasil penelitian menemukan bahwa knowledge sharing capability berpengaruh signifikan terhadap potential absorptive capacity, kemampuan perusahaan mengakuisisi dan mengasimilasi berpengaruh signifikan terhadap kemampuan mentransformasi dan mengeksplotasi pengetahuan. Hubungan antara potential absorptive capacity dan realized absorptive capacity dimoderasi oleh mekanisme formal. Kata kunci: knowledge sharing capability, potential absorptive capacity, realized absorptive capacity, mekanisme formal, industri teknologi informasi dan komunikasi.

E-BUSINESS INITIATIVES IN INDONESIAN MANUFACTURING SMES Saptadi, Singgih; Sudirman, Iman; Samadhi, TMA Ari; Govindaraju, Rajesri
Jurnal Teknik Industri Vol 16, No 2 (2014): DECEMBER 2014
Publisher : Institute of Research and Community Outreach - Petra Christian University

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.

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

Successful Enterprise Resource Planning (ERP) projects require change management to support the integration of the ERP systems into work environment because ERP impleÂ¬menÂ¬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 teleÂ¬comÂ¬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.

HUBUNGAN KNOWLEDGE SHARING BEHAVIOR DAN INDIVIDUAL INNOVATION CAPABILITY Aulawi, Hilmi; Govindaraju, Rajesri; Suryadi, Kadarsah; Sudirman, Iman
Jurnal Teknik Industri Vol 11, No 2 (2009): DECEMBER 2009
Publisher : Institute of Research and Community Outreach - Petra Christian University

This paper is based on an idea that employeeâ€™s capability to create innovation is a key factor which will determine companyâ€™s ability to survive a tough competition. Some researchers argue that employeeâ€™s capability to innovate can be enhanced by improving knowledge sharing activities. Through such activities, knowledge can be shared out, implemented, and developed. Additionally, it stimulates employees to think more critically and creatively so as to create advantageously new knowledge. Therefore, the objective of this paper is to analyze a relationship between employeeâ€™s behavioral knowledge sharing and individual innovation capability. This research uses a qualitative analysis and employs a case study of two telecommunication companies. Finally, this paper suggests that behavioral knowledge sharing encompasses an essential role in developing individual innovation capability. Abstract in Bahasa Indonesia: Penelitian ini dilatarbelakangi oleh suatu pandangan bahwa kemampuan karyawan untuk selalu menghasilkan inovasi, merupakan faktor kunci bagi suatu perusahaan untuk dapat bertahan dalam kondisi persaingan yang ketat. Beberapa peneliti berpandangan bahwa salah satu upaya yang dipandang efektif dalam meningkatkan kemampuan inovasi karyawan di perusahaan adalah melalui pengembangan aktivitas knowledge sharing (KS), karena melalui aktivitas tersebut, knowledge dapat disebarkan, diimplementasikan dan dikembangkan. Di sisi lain, KS dapat merangsang individu untuk mampu berfikir lebih kritis dan kreatif, sehingga pada akhirnya dapat menghasilkan knowledge baru yang berguna bagi perusahaan. Oleh sebab itu, penelitian ini bertujun untuk menganalisis hubungan antara KS behavior karyawan dengan individual innovation capability. Penelitian menggunakan analisis kualitatif. Melalui case study di dua perusahaan yang bergerak dalam bidang telekomunikasi di Indonesia, diperoleh gambaran bahwa KS behavior berperan dalam mendorong individual innovation capability. Kata kunci: knowledge sharing behavior dan individual innovation capability.

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