Perancangan dan implementasi knowledge-based system melalui automatic response untuk layanan TI di PT Matahari Department Store Tbk = Design and implementation of knowledge-based system through automatic response for it service in PT Matahari Department Store Tbk

Surya, Michael Immanuel (2020) Perancangan dan implementasi knowledge-based system melalui automatic response untuk layanan TI di PT Matahari Department Store Tbk = Design and implementation of knowledge-based system through automatic response for it service in PT Matahari Department Store Tbk. Bachelor thesis, Universitas Pelilta Harapan.

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Abstract

PT Matahari Department Store Tbk merupakan salah satu perusahaan ritel yang tergolong besar di Indonesia. Dengan jumlah toko dan pegawai yang banyak, muncul juga banyak masalah yang seringkali ditemui oleh para pegawai. Saat ini sudah diterapkan sistem incident reporting yang berfungsi untuk melaporkan dan membantu pegawai dalam menyelesaikan masalah yang ditemuinya. Akan tetapi, karena jam kerja pegawai yang terbatas, terkadang penyelesaian masalah itupun terhambat. Tujuan dari penelitian ini adalah pengembangan dan pengintegrasian sistem automatic response berbasis web yang dapat memberikan tanggapan langsung kepada tiket yang dilaporkan oleh pegawai. Dengan menggunakan sistem ini, diharapkan pegawai dapat terbantu dalam menyelesaikan masalah yang ditemuinya, khususnya di luar jam kerja pegawai yang bertugas untuk menyelesaikan tiket. Penelitian ini dibuat dengan menggunakan metode prototyping. Penelitian ini menghasilkan sistem automatic response yang terintegrasi dengan sistem pelaporan tiket yang dapat dilatih untuk mengenali masalah yang ditemui oleh pegawai dan memberikan response dari masalah tersebut. / PT Matahari Department Store Tbk is one of the biggest retail company in Indonesia. With a large number of shops and employees, there are also many problems that are often encountered by employees. Currently, an incident reporting system has been implemented to report and assist employees in solving problems they encounter. However, due to the limited working hours of employees, sometimes the problem resolution is delayed. The purpose of this study is the development and integration of a web-based automatic response system that can provide responses to incidents reported by employees. By using this system, it is expected that employees can be helped in solving problems they encounter, especially outside the working hours of employees who are tasked with completing tickets. This research was made using the prototyping method. This research produces an automatic response system that is integrated with incident reporting systems that can be trained to recognize problems encountered by employees and provide responses to those problems.

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