| Summary: | This research will discuss about settlement process for problem tickets
regarding SAP R/3 usage in PT Astra International, Tbk which initiated by the
high number of problem tickets in 2011. The main purposes of this research are to
identify the main causes of the high number of ticket problems that was coming to
MPC team and also trying to formulate some solutions to solve this problem.
Research started with analyzing those problem ticket which was inputted into
Issue Tracking System during the year of 2011 based on root cause categories
and then interviewing the members of MPC team which is the one who is
responsible to solve the tickets.
This research was conducted to formulate some solutions in order to
reduce the high amount of problem tickets that came to MPC, so that the SLA that
is set for next year will not incriminate the team and company will not have to add
some new members in order to keep up the SLA.
This research is able to formulate several solutions that can be
implemented based on the priorities (from urgency and financial point of view).
Those solutions are: completing SAP AA and make some operational guidelines
so that users can be directed well in their job, giving some explanations to the
users about analysis result and the solution for every problem ticket,
comunicating through sections which have related data, training for users and IT
Care, and also continuing the improvement process for all of the existing
programs. Supports from management such as time, financial, and control in its
implementation process, are still needed.
|
|---|