Authors : Bachtiar H. Simamora, Mohamad Arif Adiningrat, Arta Moro Sundjaja and Henny Hendarti
Abstract: This study aims to evaluate the problems that occurred on banking solution business unit directorate Finance and Banking PT Telkomsigma. One of the problems that occurs is a buildup of Customer Request (CR) and Error Complain (EC). There are two indications of the cause of the problem namely the buildup of disfluencies process of handling and capability/adequacy of staff who deal with the problems of CR and EC. Through, statistical tool, the results of hypothesis testing showed no significant correlation between CR and EC buildup with disfluencies process of handling and capability/adequacy of staff. Mapping through maturity using COBIT framework is seen that there are 3 control objective (DS7-Manage IT Human Resource, EI4-Enable Operation and Use and DS8 Manage Service Desk and Incidents) that affect the smooth process of handling CR and EC are indicated by rating lowest maturity level (repeatable but intuitive) (MAA).
Bachtiar H. Simamora, Mohamad Arif Adiningrat, Arta Moro Sundjaja and Henny Hendarti, 2015. Improving Customer Service Through Cobit 4.1 Approach: A Case Study of it Organization in Indonesia. International Business Management, 9: 637-644.