Analisa Kinerja Revenue Assurance pada Layanan 3G Menggunakan Metode Balanced Scorecard
DOI:
https://doi.org/10.22441/incomtech.v4i1.1123Kata Kunci:
Revenue Assurance, 3G, CDR, Balanced ScorecardAbstrak
Dari berbagai studi yang dilakukan para penyedia jasa telekomunikasi
menunjukkan bahwa kehilangan pendapatan yang diakibatkan oleh
kebocoran tidak lebih dari 3% dari total revenue yang didapatkan.
Sementara, sebagian pakar industri dan hasil survey terhadap operator
telekomunikasi menunjukkan kemungkinan kehilangan tersebut berkisar
antara 1% sampai 30% dari potensi pendapatan akibat kebocoran
dengan rata-rata kebocoran 3%. Pada tesis ini akan dicari berapa besar
kebocoran revenue yang mungkin terjadi di PT. XYZ. Data diambil dari
rekaman pelanggan (CDR) yang khusus menggunakan layanan 3G, serta
data keluhan pelanggan. Pengukuran kinerja dilakukan dengan
pendekatan metode Balanced Scorecard (BSC). Dari hasil scoring
dengan Balanced Scorecard diperoleh nilai total 94,96%, dimana nilai
tersebut masuk sebagai kategori istimewa/excellent. Hasil yang sama
didapatkan oleh hampir semua perpektif BSC, yaitu keuangan, proses
bisnis internal, dan pembelajaran dan pertumbuhan. Hanya perpektif
pelanggan yang belum mencapai target KPI, walaupun masih masuk
sebagai kategori baik, yaitu 78,89%.
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