Usulan Percepatan Penanganan Gangguan Indihome Di PT. Telkom ROC-1 Sumatera Menggunakan Metode Failure Mode Effect Analysis

Vicalina, Trinatalia (2021) Usulan Percepatan Penanganan Gangguan Indihome Di PT. Telkom ROC-1 Sumatera Menggunakan Metode Failure Mode Effect Analysis. Technical Report. Pustakawan, Perpustakaan Institut Teknologi Telkom Purwokerto. (Unpublished)

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Abstract

PT. Telkom Regional I Sumatra Unit Regional Operational Center (ROC) is one of the companies engaged in the field of telecommunications services and networks that operates customer service in each region. To facilitate the customer complaint service system, this company uses the Nossa (New Operation Support System Assurance) application to monitor and control customer complaints based on known symptoms. Based on complaints submitted by customers, Indihome network disruptions can occur for 3 days. This study aims to minimize the number of defects in operating the quality of Indihome products. The method used is Failure Mode Effect Analysis which uses several tools, namely risk, Pareto diagrams, causal diagrams that allow analysis and variations and defects that can reduce customer confidence in using internet service providers. From the results of the study, it was found that the biggest types of customer complaints include internet not being able to connect, a total of 2P/3P dead, slow, officers being asked to come, telephone dead/no tone, intermittent, broken stb, broken modem, TV immediately disconnected. break up, etc. Based on the data there are 55536 complaints and still have not reached the service quality target of around

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