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ABSTRAK

MODEL EFEKTIVITAS TIM PEMELIHARAAN PERANGKAT

TEKNOLOGI INFORMASI DAN KOMUNIKASI

Oleh

Siti Rosimah

NIM : 33411009

(Program Studi Doktor Teknik dan Manajemen Industri)

Perangkat teknologi informasi dan komunikasi (TIK) jaringan telekomunikasi seluler

terdiri atas mobile switching center (MSC), base station controller (BSC), base

transceiver station (BTS), in-building solution (IBS), repeater, media transmisi,

perangkat keras dan perangkat lunak terkait. Seluruh perangkat TIK saling terhubung

dan mempunyai perlakuan yang berbeda dalam operasional dan pemeliharaan.

Pemeliharaan perangkat TIK jaringan seluler dilakukan secara mandiri oleh beberapa

tim internal dan eksternal perusahaan secara terintegrasi tanpa perintah langsung

pemimpin. Akan tetapi kehadiran pemimpin formal maupun informal tetap dibutuhkan

sebagai pemantau, pengendali maupun koordinator kegiatan pemeliharaan. Oleh

karena itu dikembangkan model efektivitas tim pemeliharaan perangkat TIK jaringan

telekomunikasi seluler yang terintegrasi.

Pemodelan efektivitas tim pemeliharaan perangkat TIK menggunakan penelitian

kualitatif dengan studi kasus eksploratori dan unit analisis divisi yang menangani

operasional dan pemeliharaan perangkat TIK jaringan. Studi kasus eksploratori dapat

memperoleh gambaran karakteristik pemeliharaan perangkat TIK jaringan

telekomunikasi seluler dan mengetahui faktor-faktor serta hubungan sebab akibat

untuk pengembangan teori secara tepat. Penelitian dimulai dengan identifikasi, analisis

dan sintesis variabel teoritis hasil penelitian tim pemeliharaan mandiri dan tim

swakelola menggunakan kerangka model umum tim efektif. Kerangka model tersebut

terdiri dari masukan, proses dan keluaran tim. Tim Pemeliharaan perangkat TIK

membutuhkan kehadiran pemimpin sesuai dengan tingkat kompleksitas

pemelihaaraannya. Oleh karena itu ditambahkan variabel kepemimpinan pada

kerangka model sehingga diperoleh model penelitian teoritis. Berdasarkan model

penelitian teoritis dilakukan ekplorasi empiris kegiatan pemeliharaan perangkat TIK

sehingga diperoleh model penelitian empiris. Variabel model penelitian empiris

disusun kuesioner tertutup untuk survei kepada pelaku pemeliharaan sebagai validasi

variabel model. Variabel yang valid dan reliabel digunakan untuk pemodelan

efektivitas tim pemeliharaan perangkat TIK jaringan telekomunikasi seluler.

Pemodelan efektivitas tim pemeliharaan berdasarkan persepsi pelaku pemeliharaan

tentang tingkat kepentingan variabel dan subvariabel tim pemeliharaan perangkat TIK

jaringan telekomunikasi seluler. Pemodelan menggunakan tahapan soft system

dynamic methodology (SSDM). Tahapan SSDM merupakan kerangka metodologi

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intelektual yang kreatif dengan paradigma berpikir sistem untuk menganalisis,

mendesain dan menerapkan situasi sosial kemanusiaan yang selalu berubah sepanjang

hidup. Model efektivitas tim pemeliharaan perangkat TIK jaringan terdiri dari

masukan, proses, kepemimpinan dan keluaran.

Proses tim merupakan variabel yang sangat penting dan dipengaruhi oleh desain tim

dan kepemimpinan. Kepentingan proses tim dipengaruhi kepentingan desain tim dan

kepemimpinan dan secara simultan berpengaruh terhadap kepentingan keluaran tim.

Keluaran tim memberikan umpan balik positif terhadap kepentingan desain tim dan

umpan balik negatif terhadap kepentingan kepemimpinan. Kepentingan

kepemimpinan memberikan umpan balik negatif terhadap proses. Hal ini

mengindikasikan bahwa desain tim pemeliharaan yang baik berpengaruh positif

terhadap proses tim sehingga menghasilkan keluaran yang baik. Keluaran tim yang

baik maka kepentingan terhadap kepemimpinan berkurang. Jika proses telah berjalan

baik maka kepentingan proses terhadap kepemimpinan akan berkurang dan

berpengaruh positif terhadap keluaran.

Berdasarkan analisis teoritis, analisis empiris dan analisis model, maka diperoleh

beberapa kesimpulan. Tim manajemen mendesain anggota tim pemeliharaan

perangkat TIK jaringan telekomunikasi seluler yang berkompeten, diberdayakan dan

diberikan program-program pendidikan dan pelatihan pemeliharaan perangkat TIK.

Tim eksekutor melaksanakan proses tim pemeliharaan dalam otonomi pemeliharaan

dan otonomi tim, kerjasama tim serta koordinasi tim. Kepemimpinan dalam tim

pemeliharaan yang efektif dibutuhkan kepemimpinan tunggal dan kepemimpinan

bersama. Keluaran tim pemeliharaan yang efektif adalah performansi tim yang baik

dan kualitas jaringan yang sesuai standar dalam kualitas proses maupun kualitas hasil.

Hasil penelitian ini diharapkan dapat memberikan kontribusi terhadap pengembangan

ilmu pengetahuan keteknikindustrian tentang kompleksitas pemeliharaan dan tim

pemeliharaan yang efektif. Hasil penelitian ini dapat memberikan kontribusi

manajerial dalam pengambilan kebijakan dan keputusan serta strategi perusahaan

tentang kegiatan pemeliharaan perangkat TIK, keterlibatan tim dan hubungan

kerjasama dengan mitra pemeliharaan. Hasil penelitian ini diharapkan dapat

memberikan ide-ide penelitian lanjutan tentang efektivitas tim pemeliharaan pada

sistem industri jasa maupun manufaktur yang kompleks. Selain itu dapat mencari

hubungan dan signifikansinya antara masukan, proses, kepemimpinan dan keluaran

tim dalam sistem yang kompleks.

Kata Kunci: Tim Pemeliharaan, Perangkat TIK, dan SSDM

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ABSTRACT

EFFECTIVITY MODEL OF INFORMATION AND COMMUNICATION

TECHNOLOGY DEVICES MAINTENANCE TEAM

By

Siti Rosimah

NIM: 33411009 (Doctoral Program in Industrial Engineering and Management)

Information and communication technology (ICT) devices of the cellular

telecommunication network are composed of mobile switching center (MSC), base

station controller (BSC), base transceiver station (BTS), in-building solution (IBS),

repeater, transmission media, and related hardware and software. The whole ICT

devices are interconnected and each other has different treatments in both operational

and maintenance. The maintenance of the ICT devices of a cellular network is done

autonomously by some different internal and external teams of the company in an

integrated way without direct instruction from the leader. However, the presence of

both formal and informal leaders remains needed as the monitor, controller, and

coordinator of maintenance activities. Therefore, developed the effectivity model of

the ICT devices maintenance team in the telecommunication company.

The modeling of maintenance team effectiveness for ICT device used a qualitative

research with an exploratory case study and an analysis unit of the division dealing

with network ICT operational and maintenance. An exploratory case study could get

a description of the characteristics of cellular telecommunication network ICT device

maintenance and determine the factors and causality for developing a theory

appropriately. The present research began with identifying, analyzing, and

synthesizing the theoretical variable of the research results of the autonomous

maintenance team and self-managing team by using an effective team model

framework. The model framework consists of input, process, and output of the team.

An ICT Device Maintenance team needs the presence of a leader according to the

complexity of the maintenance. Thus, a leadership variable was added to the model

framework, so as to get a theoretical research model. Based on the theoretical

research model, an empirical exploration was conducted on ICT device maintenance

activities so as to get an empirical research model. For the empirical research model

variable, a closed-end questionnaire was developed to be used in a survey of

maintenance workers as validation of variable. The valid and reliable variable was

used for modeling maintenance team effectiveness of the ICT devices cellular

telecommunication network.

The modeling of maintenance team effectiveness was based on the maintenance

worker’s perception of the level importance of the variables and sub-variables of the

cellular telecommunication network ICT devices maintenance team. The modeling

used a soft system dynamic methodology (SSDM) stage. An SSDM stage is a creative

intellectual methodological framework for a system-thinking paradigm to analyze,

design, and apply the social situation of humanity which is constantly changing along

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the whole lifetime. The effectivity model of network ICT devices maintenance team was

composed of input, process, leadership, and output.

The importance level of team process was affected by both the importance of team

design and leadership and simultaneously they have the influence on the importance

of team output. Team output gave a positive feedback on the importance of team design

and a negative feedback on the importance of leadership. The importance of

leadership gave a negative feedback to the process. It indicated that a good

maintenance team design has a positive influence on team process and hence a good

output. A good team output means a less importance of leadership. When a process

has been going on well, the importance of process on leadership would be decreasing.

When a process has been going on well, the importance of process on leadership would

be decreasing and it has a positive influence on the output.

Based on theoretical, empirical, and model analyzes, some conclusions were drawn.

The management team designed the competent membership of maintenance team

effectiveness for cellular telecommunication network of ICT device, and then

empowered and supplied with educational and training programs for ICT device

maintenance. An executing team executed maintenance process within maintenance

and team autonomy, team cooperation, and team coordination. In a maintenance team

effectiveness, both single and share leadership are needed. The output of maintenance

team effectiveness is a good team performance and network quality which meets the

standard of process and result. The findings of the present research expectantly

contributed to developing the body of knowledge in industrial engineering on both

maintenance complexity and maintenance team effectiveness. The research result

could also make some managerial contribution to policy and decision makings as well

as corporate strategies on ICT device maintenance activities, team involvement, and

cooperation with maintenance partners. It also hopefully may contribute some ideas

for further researches about maintenance team effectiveness in the complex system of

manufacture and services industries. In addition, it can be used to determine the

relationship and significance of input, process, leadership, and output of a team in a

complex system.

Keywords: The Maintenance Team, ICT, and SSDM