analisis dan perancangan aplikasi e-crm pada pt. … · microsis ditambah dengan penjelasan dari...
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BINUS UNIVERSITY
Jurusan Sistem InformasiSkripsi Sarjana Komputer
Semester Ganjil 2007/2008
ANALISIS DAN PERANCANGAN APLIKASI E-CRM PADA PT. MICROSIS
Hardeni Septo 0800752425Mariyana 0800753390Heni Rohmawati 0800773575
Kelas/Kelompok:07PAM/06
Abstrak
PT. Microsis adalah perusahaan yang bergerak dibidang penjualan hardware, software serta menerima jasa kontrak toner ink dan jasa maintenance .Penelitian pada perusahaan ini bertujuan untuk merancang aplikasi CRM berbasis internet serta menganalisis dan merancang sistem informasi yang berfungsi sebagai layanan bagi pelanggan untuk menyediakan informasi yang dibutuhkan pelanggan. Dengan semakin banyaknya pesaing dan perkembangan teknologi yang semakin pesat, maka setiap perusahaan berusaha memberikan pelayanan yang terbaik kepada pelanggannya dengan harapan untuk mendapatkan pelanggan baru serta mempertahankan pelanggan yang lama. Salah satu solusi yang muncul adalah Customer Relationship Management (CRM) yang kini penerapannya bisa melalui teknologi internet yang disebut e-CRM.
Metodologi yang digunakan adalah metode studi lapangan dan studi perpustakaan. Studi lapangan dilakukan dengan survei atas sistem berjalan, analisa terhadap hasil survei dan identifikasi kebutuhan. Studi perpustakaan dilakukan dengan membaca dari berbagai referensi buku-buku.
Hasil yang akan dicapai dari penulisan skripsi ini adalah aplikasi layanan pelanggan yang menyediakan informasi (berita, promosi, produk, status transaksi), melayani masukan baik berupa saran, keluhan maupun pertanyaan serta menyediakan fitur untuk mengirimkan informasi melalui media email pada pelanggannya.
Dengan adanya aplikasi layanan pelanggan CRM berbasis internet maka diharapkan perusahaan dapat menjaga hubungan baik jangka panjang dengan pelanggannya.
Kata kunci : Customer Relationship Management (CRM), E-CRM
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PRAKATA
Puji syukur kepada Tuhan Yang Maha Esa atas karunia, kemampuan serta berkat yang telah dicurahkan-Nya sehingga skripsi yang berjudul “Analisis dan PerancanganAplikasi E-CRM pada PT. Microsis”, dapat diselesaikan penulis dengan baik dan tepat pada waktunya.
Adapun tujuan dari penulisan skripsi ini adalah untuk memenuhi salah satu syarat dalam menyelesaikan pendidikan Strata-1 pada jurusan Sistem Informasi di Universitas Bina Nusantara dan untuk mendapatkan gelar Sarjana.
Skripsi ini disusun berdasarkan data yang diperoleh dari tempat penulis melakukan survey dan pengamatan pada PT. Microsis ditambah dengan penjelasan dari para dosen dan buku-buku yang ada hubungannya dengan topik Skripsi.
Pada kesempatan ini, penulis hendak menyampaikan banyak terima kasih kepada semua pihak yang telah membantu dan memberikan dukungan moril maupun materiil sehingga skripsi ini dapat selesai. Mohon maaf karena tidak dapat menyebutkan semua pihak yang telah banyak membantu baik secara langsung maupun tidak langsung satu persatu disini. Ucapan terima kasih ini penulis tujukan kepada :
1. Bapak Prof. Dr. Gerardus Polla, MApp.Sc. selaku Rektor Universitas Bina Nusantara Jakarta.
2. Bapak Ir. Sablin Yusuf, M.Sc. M.Comp.Sc., selaku Dekan Fasilkom Universitas Bina Nusantara Jakarta.
3. Bapak Johan, S.Kom. MM., selaku Ketua Jurusan Sistem Informasi Universitas Bina Nusantara Jakarta.
4. Ibu Meyliana, S.Kom. selaku dosen pembimbing skripsi yang telah memberikan banyak waktu, petunjuk dan saran bagi penulis dalam penyusunan skripsi ini.
5. Seluruh Dosen Universitas Bina Nusantara yang telah mendidik dan memberikan bimbingan selama masa pendidikan.
6. Bapak Hardi Wong selaku Direktur yang telah memberikan ijin untuk melakukan survey pada PT. Microsis, Ibu Cei Sei Hong yang telah memberikan data dan informasi yang diperlukan dalam penulisan skripsi ini.
7. Orang tua tercinta, kakak dan adik tersayang serta segenap keluarga yang telah memberikan dukungan moril, kasih sayang dan semangat serta materiil selama penulis kuliah dan menyelesaikan skripsi ini.
8. Teman-teman kelas 07PAM angkatan 2004 terima kasih atas dukungan dan sumbangan pikiran, perhatian serta semangat.
Penulis menyadari bahwa skripsi ini jauh dari segala kesempurnaan. Oleh karena itu, segala kritik dan saran dari berbagai pihak sangat diharapkan, tentunya untuk membangun penulis dalam memperbaiki cara penulisan karya ilmiah di saat mendatang.
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Akhir kata, penulis berharap semoga skripsi ini berguna bagi PT. Microsiskhususnya, serta dapat memberikan sumbangan yang bermanfaat bagi pembaca dan pihak-pihak yang membutuhkannya.
Jakarta, Januari 2008
Penulis
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DAFTAR ISI
Halaman Judul Luar........................................................................................ .. i
Halaman Judul Dalam....................................................................................... ii
Halaman Persetujuan Hard Cover .................................................................... iii
Halaman Pernyataan Dewan Penguji................................................................. iv
Abstrak.............................................................................................................. v
Prakata............................................................................................................... vi
Daftar Isi............................................................................................................ viii
Daftar Tabel....................................................................................................... xiii
Daftar Gambar................................................................................................... xvii
Daftar Lampiran................................................................................................. xxiii
BAB 1 PENDAHULUAN
1.1 Latar Belakang ......................................................................... 1
1.2 Ruang Lingkup.......................................................................... 3
1.3 Tujuan dan Manfaat................................................................... 4
1.4 Metodologi................................................................................. 5
1.5 Sistematika Penulisan................................................................. 6
BAB 2 LANDASAN TEORI
2.1 Teori Umum .............................................................................. 8
2.1.1 Internet ........................................................................... 8
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2.1.1.1 Pengertian Internet ........................................... 8
2.1.1.2 Sejarah Internet ............................................... 8
2.1.1.3 Aplikasi Internet .............................................. 9
2.2 Teori Khusus…………………………………………………. 13
2.2.1 Customer Relationship management (CRM)………… 13
2.2.1.1 Pengertian CRM……………………………… 13
2.2.1.2 Tahapan-tahapan CRM…………………… …. 14
2.2.1.3 Tujuan CRM...................................................... 15
2.2.1.4 Manfaat CRM.................................................... 16
2.2.1.5 Kemampuan CRM............................................. 17
2.2.1.6 Komponen CRM.............................................. . 19
2.2.1.7 Pendekatan CRM............................................... 20
2.2.1.8 Jenis Aplikasi CRM………………………....... 21
2.2.1.9 Manfaat CRM……………………………….... 22
2.2.1.9.1 Bagi Perusahaan……………………. 22
2.2.1.9.2 Bagi Pelanggan................................… 23
2.2.2 Electronic Customer Relationship
Management (E-CRM)……………………………….. 25
2.3 Unified Modeling Language (UML)…………………………. 26
2.3.1 Sejarah UML…………………………………………. 26
2.3.2 Notasi UML…………………………………………… 27
2.3.2.1 Class Diagram………………………………… 27
2.3.2.2 Activity Diagram................................................ 29
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2.3.2.3 Use Case Diagram…………………………… 30
2.3.2.4 Navigation Diagram………………………….. 31
2.4 Sistem Basis data……………………………………………… 32
2.5 PHP Hypertext Preprocessor (PHP)......................................... 35
BAB 3 ANALISIS DAN PERANCANGAN SISTEM
3.1 Gambaran Umum PT. Microsis ………………………… ....... 37
3.1.1 Sejarah PT. Microsis………………………………..... 37
3.1.2 Struktur Organisasi………………………………........ 39
3.1.3 Struktur Organisasi………………………………........ 39
3.1.4 Prosedur Yang Sedang Berjalan…...………..………... 43
3.1.4.1 Penjelasan Rich Picture……………………..... 46
3.1.4.2 Pemasaran…………………………………...... 51
3.1.4.3 Pelayanan…………………………………....... 52
3.1.5 Analisa Pelayanan Perusahaan Kepada Pelanggan….... 53
3.1.6 Analisa Kebutuhan Pelanggan....................................... 54
3.1.7 Analisa Kebutuhan Sistem (Kuisioner)......................... 54
3.1.8 Permasalahan Yang Dihadapi........................................ 60
3.1.9 Alternatif Pemecahan Masalah……………………...... 61
BAB 4 RANCANGAN SISTEM YANG DIUSULKAN
4.1 Usulan Sistem Baru................................................................... 63
4.1.1 Fasilitas Untuk Calon Pelanggan................................... 64
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4.1.2 Fasilitas Untuk Pelanggan............................................. 64
4.1.3 Use Case Usulan Rancangan Sistem............................. 65
4.1.3.1 Subsistem Login................................................ 67
4.1.3.2 Subsistem Pelayanan Informasi dan Informasi
Produk................................................................ 69
4.1.3.3 Subsistem Pendaftaran Pelanggan Baru............. 74
4.1.3.4 Subsistem Pelayanan Pelanggan........................ 76
4.1.3.5 Subsistem Pemesanan/Pembelian...................... 83
4.1.3.6 Subsistem
Penginputan/PengupDatean/Pengdeletean Data.. 85
4.1.3.7 Subsistem Pencetakan Laporan.......................... 95
4.1.4 Class Diagram............................................................... 98
4.1.5 Bagan Terstruktur.......................................................... 99
4.1.6 Rancangan Layar........................................................... 102
4.1.6.1 Menu Utama....................................................... 102
4.1.6.2 Customer............................................................ 119
4.1.6.3 Admin Sales…………………………………… 136
4.1.6.4 Admin Logistic………………………………… 158
4.1.6.5 Admin Technical Support…….......................... 166
4.1.6.6 Manager……………………………………… 176
4.1.7 Navigation Diagram...................................................... 183
4.1.8 Data Sistem.................................................................... 190
4.1.9 Rencana Implementasi................................................... 197
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4.1.9.1 Konfigurasi Jaringan.......................................... 198
4.1.9.2 Kebutuhan Perangkat Keras............................... 199
4.1.9.3 Kebutuhan Perangkat Lunak............................... 199
BAB 5 SIMPULAN DAN SARAN
5.1 Simpulan.................................................................................... 201
5.2 Saran........................................................................................... 202
DAFTAR PUSTAKA
RIWAYAT HIDUP
LAMPIRAN-LAMPIRAN
SURAT SURVEI
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DAFTAR TABEL
Tabel 4.1 Penjelasan Use Case Subsistem Login…………………………………… 67
Tabel 4.2 Penjelasan Use Case Subsistem Pelayanan Barang………….................... 70
Tabel 4.3 Penjelasan Use Case Subsistem Pelayanan Profile………........................ 70
Tabel 4.4 Penjelasan Use Case Subsistem Pelayanan Contact Us…………............. 71
Tabel 4.5 Penjelasan Use Case Subsistem Pelayanan Forum…................................. 71
Tabel 4.6 Penjelasan Use Case Subsistem Pelayanan FAQ........................................ 72
Tabel 4.7 Penjelasan Use Case Subsistem Pelayanan News & Promo……………… 72
Tabel 4.8 Penjelasan Use Case Subsistem Pembukaan Halaman Register…............. 74
Tabel 4.9 Penjelasan Use Case Subsistem Pemilihan Jenis Pelanggan....................... 75
Tabel 4.10 Penjelasan Use Case Subsistem Pengisian Form Pendaftaran…................. 75
Tabel 4.11 Penjelasan Use Case Subsistem Pembukaan Halaman Transaction
Status………………………………………………………………..……. 77
Tabel 4.12 Penjelasan Use Case Subsistem Pembukaan Halaman Shopping Cart…… 78
Tabel 4.13 Penjelasan Use Case Subsistem Pembukaan Halaman Transaction
History…………………………………………………………………..... 78
Tabel 4.14 Penjelasan Use Case Subsistem Pembukaan Halaman Question &
Answer…………………………………………………………………..... 79
Tabel 4.15 Penjelasan Use Case Subsistem Pembukaan Halaman Edit Profile............ 79
Tabel 4.16 Penjelasan Use Case Subsistem Pembukaan Halaman Service Call........... 79
Tabel 4.17 Penjelasan Use Case Subsistem Pembukaan Halaman Service History...... 80
Tabel 4.18 Penjelasan Use Case Subsistem Pembukaan Halaman Forum.................... 80
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Tabel 4.19 Penjelasan Use Case Subsistem Pembukaan Halaman Product.................. 82
Tabel 4.20 Penjelasan Use Case Subsistem Pengisisan Jumlah Kuantitas.................... 83
Tabel 4.21 Penjelasan Use Case Subsistem Pemilihan Jenis Pembayaran.................... 83
Tabel 4.22 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Confirm Transaction (Admin Sales)……………………………………… 87
Tabel 4.23 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Credit Reminder………………………………………………………….. 87
Tabel 4.24 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Transaction History……………………………………………………........88
Tabel 4.25 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Customer………………………………………………………………... .. 88
Tabel 4.26 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Contact Request………………………………………………………....... 88
Tabel 4.27 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
New Customer Request…………………………………………………… 89
Tabel 4.28 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Upload News & Promo…………………………………………………… 89
Tabel 4.29 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Upload Polling……………………………………………………….…… 90
Tabel 4.30 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Question & Answer……………………………………………………….. 90
Tabel 4.31 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Confirm Transaction (Admin Logistic)………………………………….... 90
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Tabel 4.32 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Product……………………………………………………….................... 91
Tabel 4.33 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Input Service………………………………………………….................... 91
Tabel 4.34 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Confirm Service……………………………………………....................... 92
Tabel 4.35 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Customer List………………………………………………....................... 92
Tabel 4.36 Penjelasan Use Case Subsistem Penginputan/Pengupdatean/Pengdeletean
Service History………………………………….…………........................ 93
Tabel 4.37 Penjelasan Use Case Subsistem Pembukaan Halaman New Customer
Report/Sales Report/Product Report/Service Report................................... 95
Tabel 4.38 Penjelasan Use Case Subsistem Pencetakan Laporan.................................. 96
Tabel 4.39 Tabel Customer…………………………………………….......................190
Tabel 4.40 Tabel Employee…………………………………………….......................191
Tabel 4.41 Tabel Product………………………………………………......................191
Tabel 4.42 Tabel Transaction....................................................................................... 192
Tabel 4.43 Tabel Transaction Detail........................................................................... .192
Tabel 4.44 Tabel Service...............................................................................................193
Tabel 4.45 Tabel Service Detail....................................................................................193
Tabel 4.46 Tabel Question & Answer………………………………….......................193
Tabel 4.47 Tabel Forum…………………………………………………....................194
Tabel 4.48 Tabel FAQ………………………………………………….......................194
Tabel 4.49 Tabel News…………………………………………………......................195
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Tabel 4.50 Tabel Promo................................................................................................195
Tabel 4.51 Tabel Contact Request………………………………………....................195
Tabel 4.52 Tabel Polling……………………………………………….......................196
Tabel 4.53 Tabel Send to Friend...................................................................................196
Tabel 4.54 Tabel Special Offer.................................................................................... .197
Tabel 4.55 Tabel Testimonial…….…………………………………….......................197
Tabel 4.56 Implementation Plan...................................................................................198
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DAFTAR GAMBAR
Gambar 2.1 Simbol-Simbol Class Diagram............................................................... 29
Gambar 2.2 Simbol-Simbol Activity Diagram............................................................ 30
Gambar 2.3 Simbol-Simbol Use Case Diagram......................................................... 31
Gambar 2.4 Simbol-Simbol Navigation Diagram ...................................................... 32
Gambar 3.1 Struktur Organisasi PT. Microsis ........................................................... 39
Gambar 3.2 Rich Picture proses bisnis Penjualan pada PT. Microsis ......................... 44
Gambar 3.3 Rich Picture proses bisnis servis pada PT. Microsis ............................... 45
Gambar 4.1 Proses Use Case Sistem Penjualan dan Servis Barang berbasiskan
e-CRM pada PT. Microsis......................................................................... 66
Gambar 4.2 Proses Use Case Subsistem Login ........................................................... 67
Gambar 4.3 Activity Diagram Login ........................................................................... 68
Gambar 4.4 Proses Use Case Subsistem Pelayanan informasi dan Informasi
Barang .................................................................................................... 70
Gambar 4.5 Activity Diagram Pelayanan Informasi dan Informasi Barang.................. 73
Gambar 4.6 Proses Use Case Subsistem Pendaftaran Pelanggan Baru ........................ 74
Gambar 4.7 Acivity Diagram Pendaftaran Pelanggan Baru ......................................... 76
Gambar 4.8 Proses Use Case Subsistem Pelayanan Pelanggan................................... 77
Gambar 4.9 Activity Diagram Pelayanan Pelanggan ................................................... 81
Gambar 4.10 Proses Use Case Subsistem Pemesanan / Pembelian .............................. 82
Gambar 4.11 Activity Diagram Pemesanan / Pembelian............................................... 84
Gambar 4.12 Proses Use Case Subsistem Penginputan/Pengupdatean/
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Pengdeletean Data.................................................................................. 86
Gambar 4.13 Activity Diagram Penginputan/PengupDatean/Pengdeletean Data………94
Gambar 4.14 Proses Use Case Subsistem Pencetakan Laporan.................................... 95
Gambar 4.15 Activity Diagram Pencetakan Laporan.................................................... 97
Gambar 4.16 Class Diagram PT. Microsis................................................................... 98
Gambar 4.17 Struktur Menu Non-pelanggan .............................................................. 99
Gambar 4.18 Struktur Menu Pelanggan....................................................................... 99
Gambar 4.19 Struktur Menu Home Admin Sales ...................................................... 100
Gambar 4.20 Struktur Menu Home Admin Logistic ................................................... 100
Gambar 4.21 Struktur Menu Home Admin Technical Support .................................. 101
Gambar 4.22 Struktur Menu Home Manager ........................................................... 101
Gambar 4.23 Tampilan Home ................................................................................... 103
Gambar 4.24 Tampilan Profile.................................................................................. 104
Gambar 4.25 Tampilan Contact Us ........................................................................... 105
Gambar 4.26 Tampilan Product ................................................................................ 106
Gambar 4.27 Tampilan Product Detail...................................................................... 107
Gambar 4.28 Tampilan Forum .................................................................................. 108
Gambar 4.29 Tampilan FAQs ................................................................................... 109
Gambar 4.30 Tampilan News & Promo..................................................................... 110
Gambar 4.31 Tampilan Terms & Condition............................................................... 111
Gambar 4.32 Tampilan Regular Customer Register Form ........................................ 112
Gambar 4.33 Tampilan Contract Customer Register Form........................................ 114
Gambar 4.34 Tampilan Lost Password...................................................................... 115
Gambar 4.35 Tampilan Advance Search.................................................................... 116
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Gambar 4.36 Tampilan Testimonial .......................................................................... 117
Gambar 4.37 Tampilan Testimonial Detail................................................................ 118
Gambar 4.38 Tampilan Home ................................................................................... 119
Gambar 4.39 Tampilan Special Offer ........................................................................ 120
Gambar 4.40 Tampilan Send to Friend...................................................................... 121
Gambar 4.41 Tampilan Shopping Cart Pelanggan ..................................................... 122
Gambar 4.42 Tampilan Shopping Cart Pemilihan Jenis Pembayaran......................... 123
Gambar 4.43 Tampilan Transaction History Pelanggan ............................................ 124
Gambar 4.44 Tampilan Question & Answer Pelanggan ............................................. 125
Gambar 4.45 Tampilan Question & Answer Detail .................................................. 126
Gambar 4.46 Tampilan New Question....................................................................... 127
Gambar 4.47 Tampilan Edit Profile Pelanggan ......................................................... 128
Gambar 4.48 Tampilan Change Password Pelanggan ............................................... 129
Gambar 4.49 Tampilan Service Call Pelanggan......................................................... 130
Gambar 4.50 Tampilan Service History Pelanggan.................................................... 131
Gambar 4.51 Tampilan Create New Forum............................................................... 132
Gambar 4.52 Tampilan Transaction Status................................................................ 133
Gambar 4.53 Tampilan Service Status....................................................................... 134
Gambar 4.54 Tampilan Testimonial .......................................................................... 135
Gambar 4.55 Tampilan Home Admin Sales ............................................................... 136
Gambar 4.56 Tampilan Confirm Transaction Admin Sales ........................................ 137
Gambar 4.57 Tampilan Status Info Admin Sales........................................................ 138
Gambar 4.58 Tampilan Credit Reminder................................................................... 139
Gambar 4.59 Tampilan Transaction History ............................................................ 140
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Gambar 4.60 Tampilan Input Transaction................................................................ 141
Gambar 4.61 Tampilan Customer List ....................................................................... 142
Gambar 4.62 Tampilan Customer Detail ................................................................... 143
Gambar 4.63 Tampilan Input Customer .................................................................... 144
Gambar 4.64 Tampilan Customer Transaction History ............................................. 145
Gambar 4.65 Tampilan Offer Product ....................................................................... 146
Gambar 4.66 Tampilan Question & Answer .............................................................. 147
Gambar 4.67 Tampilan Question & Answer Detail.................................................... 148
Gambar 4.68 Tampilan Contact Request ................................................................... 149
Gambar 4.69 Tampilan Contact Request Detail......................................................... 150
Gambar 4.70 Tampilan New Customer Request......................................................... 151
Gambar 4.71 Tampilan New Contract Request Detail ............................................... 152
Gambar 4.72 Tampilan Upload News & Promo ........................................................ 153
Gambar 4.73 Tampilan Upload Polling..................................................................... 154
Gambar 4.74 Tampilan Testimonial .......................................................................... 155
Gambar 4.75 Tampilan Add FAQs ............................................................................ 156
Gambar 4.76 Tampilan Credit Point ......................................................................... 157
Gambar 4.77 Tampilan HomeAdmin Logistic ............................................................ 158
Gambar 4.78 Tampilan Confirm Transaction Admin Logistic.................................... 159
Gambar 4.79 Tampilan Status Info ............................................................................ 160
Gambar 4.80 Tampilan Product List ......................................................................... 161
Gambar 4.81 Tampilan Product Detail...................................................................... 162
Gambar 4.82 Tampilan Upload New Product............................................................ 163
Gambar 4.83 Tampilan Question & Answer .............................................................. 164
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Gambar 4.84 Tampilan Detail Question Admin Logistic............................................ 165
Gambar 4.85 Tampilan Home Admin Technical Support ........................................... 166
Gambar 4.86 Tampilan Input Service ........................................................................ 167
Gambar 4.87 Tampilan Confirm Service ................................................................... 168
Gambar 4.88 Tampilan Status Info ............................................................................ 169
Gambar 4.89 Tampilan Customer List....................................................................... 170
Gambar 4.90 Tampilan Regular Customer Detail...................................................... 171
Gambar 4.91 Tampilan Maintenance Contract Customer Detail ............................... 172
Gambar 4.92 Tampilan Service History..................................................................... 173
Gambar 4.93 Tampilan Question & Answer .............................................................. 174
Gambar 4.94 Tampilan Question & Answer Detail.................................................... 175
Gambar 4.95 Tampilan Home Manager .................................................................... 176
Gambar 4.96 Tampilan Sales Report ......................................................................... 177
Gambar 4.97 Tampilan New Customer Report .......................................................... 178
Gambar 4.98 Tampilan New Customer Contract Detail Report ................................ 179
Gambar 4.99 Tampilan New Customer Regular Detail Report ................................. 180
Gambar 4.100 Tampilan Product Report................................................................... 181
Gambar 4.101 Tampilan Service Report.................................................................... 182
Gambar 4.102 Navigation Diagram Menu Utama ..................................................... 184
Gambar 4.103Navigation Diagram Pelanggan........................................................... 185
Gambar 4.104 Navigation Diagram Admin Sales....................................................... 186
Gambar 4.105 Navigation Diagram Admin Logistic .................................................. 187
Gambar 4.106 Navigation Diagram Admin Technical Support .................................. 188
Gambar 4.107 Navigation Diagram Manager............................................................ 189
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Gambar 4.108 Arsitektur Jaringan............................................................................. 199
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DAFTAR LAMPIRAN
Lampiran 1 Tampilan Home ......................................................................................L1
Lampiran 2 Tampilan Profile.....................................................................................L1
Lampiran 3 Tampilan Contact us...............................................................................L2
Lampiran 4 Tampilan Product ...................................................................................L2
Lampiran 5 Tampilan FAQ........................................................................................L3
Lampiran 6 Tampilan News & Promo........................................................................L3
Lampiran 7 Tampilan Testimonial .............................................................................L4
Lampiran 8 Tampilan Registrasi................................................................................... L4
Lampiran 9 Tampilan Selamat Bergabung .................................................................L5
Lampiran 10 Tampilan Login ......................................................................................L5
Lampiran 11 Tampilan Shopping cart..........................................................................L6
Lampiran 12 Tampilan Shopping cart pilihan pembayaran ..........................................L6
Lampiran 13 Tampilan Order Confirmation.................................................................L7
Lampiran 14 Tampilan Order Confirmation.................................................................L8
Lampiran 15 Tampilan Transaction History ................................................................L9
Lampiran 16 Tampilan Question & Answer .................................................................L9
Lampiran 17 Tampilan Edit Profile ...........................................................................L10
Lampiran 18 Tampilan Service Call ..........................................................................L10
Lampiran 19 Tampilan Service History Admin Sales.................................................L11
Lampiran 20 Tampilan Transaction Status …...........................................................…L11
Lampiran 21 Tampilan Service Status........................................................................L12
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Lampiran 22 Tampilan Confirm Transaction .............................................................L12
Lampiran 23 Tampilan Credit Reminder....................................................................L13
Lampiran 24 Tampilan Transaction History ..............................................................L13
Lampiran 25 Tampilan Customer List........................................................................L14
Lampiran 26 Tampilan Question & Answer ...............................................................L14
Lampiran 27 Tampilan Upload News & Promo .........................................................L15
Lampiran 28 Tampilan News & Promo yang dikirim lewat email ..............................L15
Lampiran 30 Tampilan Upload Polling .....................................................................L16
Lampiran 31 Tampilan Confirm Testimonial .............................................................L16
Lampiran 32 Tampilan Customer List........................................................................L17
Lampiran 33 Tampilan Service History .....................................................................L17
Lampiran 34 Tampilan Question & Answer ...............................................................L18
Lampiran 35 Tampilan Admin Logistik Home...........................................................L18
Lampiran 36 Tampilan Confirm Transaction .............................................................L19
Lampiran 37 Tampilan Question & Answer ...............................................................L19
Lampiran 38 Tampilan Ucapan Selamat Ulang Tahun ...............................................L20