UNIVERSITAS BINA NUSANTARA. Jurusan Sistem Informasi Program Studi Sistem Informasi Skripsi Sarjana Komputer Semester Ganjil tahun 2006/2007
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1 UNIVERSITAS BINA NUSANTARA Jurusan Sistem Informasi Program Studi Sistem Informasi Skripsi Sarjana Komputer Semester Ganjil tahun 2006/2007 ANALISIS DAN PERANCANGAN KNOWLEDGE REPOSITORY SYSTEM PADA DIVISI OPERASIONAL PT. BAYU BUANA TBK. Ricky Wilsen Ricky Renata Wahyuni Kelas : 07 PAM ABSTRAK PT. Bayu Buana Tbk. merupakan perusahaan yang bergerak dibidang jasa pariwisata. Penelitian PT Bayu Buana Tbk. bertujuan untuk mengindentifikasikan dan menganalisa kebutuhan Knowledge Management dalam divisi operasional dan membuat suatu Knowledge Repository System. Penulisan skripsi ini menggunakan metode analisis industri, analisis strategi dan metode perancangan, serta menentukan Knowledge goal dan Knowledge identification. Agar Knowledge Management yang dihasilkan bersifat strategis yang dapat berguna bagi perusahaan untuk dapat meningkatkan aset intelektual karyawan. Knowledge Management diperlukan untuk menghasilkan pengetahuan yang berguna, baik dalam mencari solusi dari setiap permasalahan yang dihadapi, mengetahui tingkat kemampuan dari masing-masing karyawan yang berguna untuk pengembangan perusahaan. Dengan adanya Knowledge Management ini diharapkan perusahaan dapat lebih memaksimalkan kinerja karyawan dan memperoleh competive advantages yang lebih baik. Kata Kunci Knowledge Management, Knowledge Repository System, Knowledge, Divisi Operational iv
2 PRAKATA Puji syukur kepada Tuhan Yang Maha Esa atas terselesaikannya penulisan skripsi dengan judul Analisa dan Perancangan Knowledge Repository System pada Divisi Operasional PT. Bayu Buana ini dapat diselesaikan melalui serangkaian kerjasama antara penulis dengan dosen pembimbing dan pihak universitas. Dalam penyusunan skripsi ini penulis telah memperoleh bantuan, dorongan, semangat, dan dukungan dari berbagai pihak baik secara langsung maupun tidak langsung sehingga penulis dapat menyelesaikan karya ilmiah ini dengan baik. Pada kesempatan ini penulis juga ingin menyampaikan rasa terima kasih yang sebesar- besarnya kepada: 1. Tuhan Yang Maha Esa 2. Keluarga kami yang telah memberikan dukungan moril dan materiil 3. Bapak Prof. Dr. Gerardus Polla, M.App.Sc., selaku Rektor Universitas Bina Nusantara, Jakarta. 4. Bapak Siswono, S.Kom., MM., selaku Ketua Jurusan Sistem Informasi. 5. Bapak Win Ce, S.Kom., MM., selaku Dosen Pembimbing yang telah memberikan bimbingan dalam penyusunan skripsi ini. 6. Ibu Sri Siswanti, selaku Manajer dan seluruh staff PT. Bayu Buana Tbk. yang telah berkenan memberikan data data serta informasi yang dibutuhkan 7. Para dosen dan staff pengajar di Universitas Bina Nusantara yang telah memberikan dan mengajar penulis sejak menduduki bangku Universitas. 8. Semua pihak yang membantu memberikan dukungan, bantuan, dan saran dalam penyusunan skripsi ini. Akhir kata, penulis berharap agar skripsi ini dapat memberikan manfaat bagi semua pihak yang berkepentingan dan dapat dijadikan masukan untuk pengembangan ilmu pengetahuan dan teknologi informasi. Jakarta, Januari 2007 Penulis v
3 DAFTAR ISI Halaman Judul Luar...i Halaman Judul Dalam...ii Halaman Persetujuan Hardcover...iii Abstrak...iv Prakata...v Daftar Isi...vi Daftar Tabel...xiv Daftar Gambar...xv Daftar Lampiran...xxi BAB 1 PENDAHULUAN. 1.1 Latar Belakang Ruang Lingkup Tujuan dan Manfaat Metodologi Sistematika Penulisan...5 BAB 2 LANDASAN TEORI 2.1 Teori Umum Definisi Internet Database Pengertian Database Pengertian Relational Database Pengertian Knowledge Base Pengertian Knowledge Eksplicit dan tacit Knowledge Knowledge Management (KM) Pengertian Knowledge Management Tujuan Penerapan KM Knowledge Network System Teori Khusus...14 vi
4 2.2.1 Knowledge Management Process Knowledge Repository Pengertian Knowledge Repository Mengembangkan Knowledge Repository Sasaran pada 3 level Knowledge Map Pengertian Analisis Lima Daya Porter Value Network Analysis Definisi Value Network Inti Proses Value Network SWOT Pengertian SWOT Matriks SWOT Matriks Faktor Strategi Eksternal Matriks Faktor Strategi Internal Diagram Analisis SWOT Object Oriented Analysis and Design (OOAD) Class Diagram Use Case Diagram Sequence Diagram...39 BAB 3 ANALISIS SISTEM 3.1 Sekilas Prerusahaan Profil Perusahaan Struktur Organisasi Visi dan Misi Perusahaan Analisis Strategi Perusahaan Analisis Industri Analisis Value Network Analisis SWOT Analisis Matriks Faktor Strategi Internal Analisis Matrix Faktor Strategi Eksternal...69 vii
5 3.2.6 Hasil Analisis SWOT Matrix SWOT Analisis Knowledge Goals Strategi Perusahaan Normative, Strategic dan Operational Knowledge Goals Identifikasi Knowledge Perusahaan PT. BAYU BUANA Analisis Knowledge Berdasarkan Struktural Analisis Knowedge Berdasarkan Fungsional Analisis Knowledge Berdasarkan Behaviour Rumusan Masalah Usulan Pemecahan Rumusan Masalah...80 BAB 4 PERANCANGAN SISTEM 4.1 Kerangka Kerja Pemetaan Fitur Penjelasan Fitur Strukturisasi Informasi Pengelompokan Informasi Class Diagram Use Case Diagram Sequence Diagram Sequence Change Password Sequence View News Sequence Mengelola News Sequence Mengelola Personal Schedule Sequence View staff Schedule Sequence View Announcement Sequence Mengelola Announcement Sequence View Notilen meeting Sequence Mendokumentasikan meeting Sequence View Job Description Sequence Mendokumentasikan Job Description viii
6 Sequence View Personal Information Sequence Mendata karyawan Sequence Search Expertise Sequence View Contact Person View Airline View Contact Person Hotel View Contact Person Operator Tour View Contact Person Personal Costumer View Contact Person Corporate Costumer Sequence Mendata Contact Person Add Airline Add Hotel Add Operator Tour Add Personal Costumer Add Corporate Costumer Edit Airline Edit Hotel Edit Operator Tour Edit Personal Costumer Edit Corporate Costumer Delete Airline Delete Hotel Delete Operator Tour Delete Personal Costumer Delete Corporate Costumer Sequence Mengelola Discussion Forum oleh Karyawan, Manager dan Operator oleh operator Sequence View Problem and Solution Sequence Mendokumentasikan prolem and solution Sequence Mendokumentasikan prolem and solution ix
7 Sequence Mendokumentasikan Event Sequence View Reward Rancangan Layar Layar Login Layar Change Password Layar Home Layar Remainder Layar News Layar View News Layar View News Detail Layar Edit News Layar Add News Layar Delete News Layar Menu Schedule Layar View Schedule Layar Add Event Layar Add Task Layar View Schedule(Result) Layar Search Schedule Layar View staff Schedule(calendar) Layar View staff Schedule(to do list) Layar Menu Announcement Layar View Announcement Layar View Announcement(Detail) Layar Edit Announcement Layar Delete Announcement Layar Add Announcement Layar Menu Notilen Layar View Notilen(by status) Layar Notilen Detail Layar Notilen by Type of Meeting x
8 Layar Notilen Detail(Result) Layar Search Notilen Layar Edit Notilen Layar Delete Notilen Layar Add Notilen Layar Menu Job Description Layar Search Job Descriptions Layar View Job Description Layar Edit Job Description Layar Delete Job Description Layar Add Job Description Layar Menu Directories Layar Menu Personal Information Layar View Personal Information Layar Add Personal Information Layar Form Filled Skill Layar Knowledge Map Layar Search Personal Information Layar Menu Contact Person Layar Contact Person Layar View Contact Person Airlines Layar View Detail Contact Person Airlines Layar Search Contact Person Layar Edit Airline Layar Add Airline Layar Kategori Hotel Layar View Hotel Layar View Hotel Detail Layar Edit Hotel Layar Add Hotel Layar Operator Tour.215 xi
9 Layar View Detail Operator Tour Layar Edit Operator Tour Layar Add Operator Tour Layar Operator Tour Detail Menu Contact Person Costumer LayarView Personal Costumer Layar View Personal Costumer Detail Layar Edit Personal Costumer Layar Add Personal Costumer Layar View Corporate Costumer Layar View Corporate Costumer Detail Layar Add Corporate Costumer Layar Discussion Forum Layar View Discussion Forum Layar Add Topic Layar Result Posting Layar Reply Topic Layar View Topic Layar Delete Topic Discussion Forum Layar Menu Knowledge Library Layar Kategori Knowledge Library Layar Subkategori Knowledge Library Layar Result/Content Knowledge Library Layar View Content Problem & Solution Knowledge Library Layar Add Knowledge Problem & Solution Layar View New Knowledge Layar Open New Knowledge Layar Send to Library Layar Category Documentation Layar Subcategory Documentation xii
10 Layar Add Documentation Layar Reward Layar Reward Detail Rencana Implementasi BAB 5 SIMPULAN DAN SARAN 5.1 Simpulan Saran DAFTAR PUSTAKA RIWAYAT HIDUP LAMPIRAN PROGRAM..... L1-L91 LAMPIRAN KUISIONER L92 FOTOCOPY SURAT SURVEI xiii
11 DAFTAR TABEL Tabel 2.1 Masalah Knowledge pada tingkat sasaran yang berbeda...21 Tabel 2.2 Matrix SWOT...33 Tabel 3.1 Support Value Network Diagram PT. Bayu Buana.59 Tabel 3.2 Faktor Internal SWOT...68 Tabel 3.3 Faktor Eksternal SWOT...69 Tabel 3.4 Matrix SWOT...71 Table 4.1 Pemetaan Fitur...83 Tabel 4.2 Required and Non-required field News...89 Tabel 4.3 Required and Non-Required field Schedule...89 Tabel 4.4 Required and Non-Required To Do List...89 Tabel 4.5 Required and Non-required field Announcement...90 Tabel 4.6 Required and Non-required field Notilen...90 Tabel 4.7 Required and Non-Required field Action Plan...91 Tabel 4.8 Required and Non-required field Job Description...91 Tabel 4.9 Required and Non-required field Personal Information...92 Tabel 4.10 Required and Non-Required field Knowledge Map...92 Tabel 4.11 Required and Non-Required field form skill...93 Tabel 4.12 Required and Non-required field Hotel...95 Tabel 4.13 Required and Non-Required Field Airlines...96 Tabel 4.14 Required and Non-Required Field Operator Tour...96 Tabel 4.15 Required and Non-required field Personal Costumer...97 Tabel 4.16 Required and Non-Required Corporate Costumer...97 Tabel 4.17 Required and Non-required field Discussion Forum...98 Tabel 4.18 Required and Non-required field Problem and Solution...99 Tabel 4.19 Required and Non-required field Documentation Tabel 4.20 Required and Non-required field Reward Tabel 4.21 Jadwal Implementasi.251 xiv
12 DAFTAR GAMBAR Gambar 2.1 Process Knowledge Convertion...11 Gambar 2.2 Knowledge Management Process...18 Gambar 2.3 Knowledge Topography...23 Gambar 2.4 Model Kompetitif Porter...24 Gambar 2.5 Value Network Diagram...30 Gambar 2.6 Analisis SWOT...35 Gambar 2.7 Notasi untuk Class Diagram...37 Gambar 2.8 Notasi untuk Use Case Diagram...39 Gambar 2.9 Notasi untuk Sequence Diagram...40 Gambar 3.1 Struktur Organisasi...43 Gambar 3.2 Model Kompetitif Porter...52 Gambar 3.3 Primary Value Network Diagram PT. Bayu Buana Travel...60 Gambar 3.4 Value Output Divisi Operational...65 Gambar 3.5 Diagram Analisis SWOT...70 Gambar 3.6 Strategi Perusahaan berdasarkan SWOT...74 Gambar 3.7 Normative, Strategic and Operational Knowledge Goals Gambar 4.1 Kerangka Kerja...81 Gambar 4.2 Class Diagram Gambar 4.3 Use Case Diagram Gambar 4.4 Sequence Change Password Gambar 4.5 Sequence View News Gambar 4.6 Sequence Mengelola News Gambar 4.7 Sequence Mengelola personal Schedule Gambar 4.8 Sequence View staff Schedule Gambar 4.9 Sequence View Announcement Gambar 4.10 Sequence Mengelola Announcement Gambar 4.11 Sequence View Notilen meeting Gambar 4.12 Sequence Mendokumentasikan meeting Gambar 4.13 Sequence View Job Description xv
13 Gambar 4.14 Sequence Mendokumentasikan Job Description Gambar 4.15 Sequence View Personal Information Gambar 4.16 Sequence Mendata karyawan Gambar 4.17 Sequence Search Expertise Gambar 4.18 View Contact Person Airline Gambar 4.19 View Contact Person Hotel Gambar 4.20 View Contact Person Operator Tour Gambar 4.21 View Contact Person Personal Costumer Gambar 4.22 View Contact Person Corporate Costumer Gambar 4.23 Sequence Mendata Contact Person Airline (Add) Gambar 4.24 Sequence Mendata Contact Person Hotel Gambar 4.25 Sequence Mendata Contact Person Operator Tour Gambar 4.26 Sequence Mendata Contact Person Personal Costumer Gambar 4.27 Sequence Mendata Contact Person Corporate Costumer Gambar 4.28 Sequence Mendata Contact Person Airline (Edit) Gambar 4.29 Sequence Mendata Contact Person Hotel (Edit) Gambar 4.30 Sequence Mendata Contact Person Operator Tour (Edit) Gambar 4.31 Sequence Mendata Contact Person Personal Costumer (Edit) Gambar 4.32 Sequence Mendata Contact Person Corporate Costumer (Edit) Gambar 4.33 Sequence Mendata Contact Person Airline (Delete) Gambar 4.34 Sequence Mendata Contact Person Hotel (Delete) Gambar 4.35 Sequence Mendata Contact Person Operator Tour (Delete) Gambar 4.36 Sequence Mendata Contact Person Personal Costumer (Delete) Gambar 4.37 Sequence Mendata Contact Corporate Costumer (Delete) Gambar 4.38 Sequence Mengelola Discussion Forum oleh karyawan, manager dan Operator Gambar 4.39 Sequence Mengelola Discussion Forum oleh operator Gambar 4.40 Sequence View Problem and Solution Gambar 4.41 Sequence mendokumentasikan problem and solution Gambar 4.42 Sequence View event Gambar 4.43 Sequence Mendokumentasikan Event xvi
14 Gambar 4.44 Sequence View Reward Gambar 4.45 Layar Login untuk karyawan, manager dan Operator Gambar 4.46 Layar Change Password untuk karyawan, manager dan Operator Gambar 4.47 Layar untuk karyawan, manager dan Operator Gambar 4.48 Layar untuk karyawan dan manager Gambar 4.49 Layar menu pilihan News untuk operator Gambar 4.50 Layar View News untuk karyawan, manager dan Operator Gambar 4.51 Layar News Detail untuk karyawan, manager dan Operator Gambar 4.52 Layar Edit News untuk Operator Gambar 4.53 Layar Add News untuk Operator Gambar 4.54 Layar Delete News untuk Operator Gambar 4.55 Layar menu Schedule untuk operator dan manager Gambar 4.56 Layar View Schedule untuk karyawan, manager dan operator Gambar 4.57 Layar Add Calender untuk karyawan, manager dan operator Gambar 4.58 Layar Add To Do List untuk karyawan, manager dan operator Gambar 4.59 Layar View Schedule untuk karyawan, manager dan operator Gambar 4.60 Layar input View Staff Schedule untuk Manager dan Operator Gambar 4.61 Layar View staff Schedule - Calender untuk Manager dan Operator Gambar 4.62 Layar View Staff Schedule - To Do List untuk manager dan Operator Gambar 4.63 Layar menu Announcement untuk Operator Gambar 4.64 Layar View Announcement untuk karyawan, manager dan Operator Gambar 4.65 Layar View Announcement Detail untuk karyawan, manager dan Operator Gambar 4.66 Layar Edit Announcement untuk karyawan, manager dan Operator Gambar 4.67 Layar Delete Announcement untuk Operator Gambar 4.68 Layar Add Announcement untuk Operator Gambar 4.69 Layar menu Notilen untuk Operator Gambar 4.70 Layar View Notilen by Status untuk karyawan, manager dan xvii
15 Operator Gambar 4.71 Layar View Notilen Detail by status untuk karyawan, manager dan Operator Gambar 4.72 Layar View Notilen by type of meeting untuk karyawan, manager dan Operator Gambar 4.73 Layar View Notilen Detail by type of meeting untuk karyawan, Manager dan Operator Gambar 4.74 Layar Search Edit dan Delete Notilen untuk Operator Gambar 4.75 Layar Edit Notilen untuk Operator Gambar 4.76 Layar Delete Notilen untuk operator Gambar 4.77 Layar Add Notilen untuk Operator Gambar 4.78 Layar menu Job Description untuk Operator Gambar 4.79 Layar Search Job Description untuk karyawan, manager dan Operator Gambar 4.80 Layar View Job Description untuk karyawan, manager dan Operator Gambar 4.81 Layar Edit Job Description untuk operator Gambar 4.82 Layar Delete Job Description untuk Operator Gambar 4.83 Layar Add Job Description untuk operator Gambar 4.84 Layar menu Directories untuk karyawan, manager dan operator Gambar 4.85 Layar menu Personal Information untuk operator Gambar 4.86 Layar View Personal Information untuk karyawan, manager dan Operator Gambar 4.87 Layar Add Personal Information untuk operator Gambar 4.88 Layar form skill/ Knowledge map untuk operator Gambar 4.89 Layar Knowledge Map untuk karyawan, manager dan operator Gambar 4.90 Layar Search Personal Information untuk Edit dan Delete oleh Operator Gambar 4.91 Layar menu Contact Person untuk operator Gambar 4.92 Layar menu pilih Contact Person untuk karyawan, manager dan Operator xviii
16 Gambar 4.93 Layar View Airlines untuk karyawan, manager dan operator Gambar 4.94 Layar View Airlines Detail untuk karyawan, manager dan Operator Gambar 4.95 Layar Search Contact Person untuk Edit dan Delete oleh Operator Gambar 4.96 Layar Edit Airline untuk operator Gambar 4.97 Layar Add Airline untuk operator Gambar 4.98 Layar menu Hotel untuk karyawan, manager dan operator Gambar 4.99 Layar View Hotel untuk karyawan, manager dan operator Gambar Layar Hotel Detail untuk karyawan, manager dan operator Gambar Layar Hotel Detail untuk karyawan, manager dan operator Gambar Layar Add Hotel untuk operator Gambar Layar View Operator Tour untuk karyawan, manager dan Operator Gambar Layar Operator Tour Detail untuk karyawan, manager dan Operator Gambar Layar Edit Operator Tour untuk Operator Gambar Layar Add Operator Tour untuk operator Gambar Layar View Operator Tour Detail untuk karyawan, manager dan Operator Gambar Layar menu Costumer untuk karyawan, manager dan operator Gambar Layar View Personal Costumer untuk karyawan, manager dan Operator Gambar Layar View Personal Costumer Detail untuk karyawan, manager dan Operator Gambar Layar Edit Personal Costumer untuk operator Gambar Layar Add Personal Costumer untuk operator Gambar Layar View Corporate Costumer untuk karyawan, manager dan Operator Gambar Layar View Corporate Costumer Detail untuk karyawan, manager dan Operator xix
17 Gambar Layar Add Corporate Costumer untuk operator Gambar Layar menu Discussion Forum untuk operator Gambar Layar View Discussion Forum untuk karyawan, manager dan Operator Gambar Layar Add Topic untuk karyawan, manager dan operator Gambar Layar ViewResult Posting untuk karyawan, manager dan operator Gambar Layar Reply Topic untuk karyawan, manager dan operator Gambar Layar View Topic untuk karyawan, manager dan Operator Gambar Layar Search Topic untuk operator Gambar Layar menu Knowledge Library untuk operator Gambar Layar Kategori Problem & Solution untuk karyawan, manager dan operator Gambar Layar Subkategori untuk karyawan, manager dan operator Gambar Layar Content Problem & Solution untuk karyawan, manager dan operator Gambar Layar Content Detail Problem & Solution untuk karyawan, manager dan Operator Gambar Layar Add Knowledge (Problem & Solution ) untuk karyawan, manager dan operator Gambar Layar View New Knowledge untuk operator Gambar Layar View New Knowledge Detail untuk operator Gambar Layar Send to Libray untuk operator Gambar Layar View Category Documentation untuk karyawan, manager, dan operator Gambar Layar Subcategory Documentation untuk karyawan, manager, dan operator Gambar Layar Add Documentation untuk operator Gambar Layar View Reward untuk karyawan, manager dan operator Gambar Layar Reward Detail untuk karyawan, manager dan operator xx
18 DAFTAR LAMPIRAN Lampiran 1 Layar Login... L1 Lampiran 2 Layar Change Password... L2 Lampiran 3 Layar Home...L3 Lampiran 4 Layar Menu News untuk Operator...L4 Lampiran 5 Layar View News... L5 Lampiran 6 Layar View News Detail... L6 Lampiran 7 Layar Add News... L7 Lampiran 8 Layar Edit News...L8 Lampiran 9 Layar Delete News...L9 Lampiran 10 Layar Menu Schedule...L10 Lampiran 11 Layar View Schedule...L11 Lampiran 12 Layar Add event Calender...L12 Lampiran 13 Layar task To Do List...L13 Lampiran 14 Layar View Schedule (setelah diisi)...l14 Lampiran 15 Layar Search Staff Schedule...L15 Lampiran 16 Layar View Staff Schedule - Calender...L16 Lampiran 17 Layar View Staff Schedule To Do List...L17 Lampiran 18 Layar Menu Announcement...L18 Lampiran 19 Layar View Announcement...L19 Lampiran 20 Layar Add Annoucement...L20 Lampiran 21 Layar Edit Announcement...L21 Lampiran 22 Layar Delete Announcement...L22 Lampiran 23 Layar Menu Notilen untuk operator...l23 Lampiran 24 Layar View Notilen by Status...L24 Lampiran 25 Layar View Notilen by Type of Meeting...L25 Lampiran 26 View Notilen By Mounth...L26 Lampiran 27 Layar Add Notilen...L27 Lampiran 28 Layar Search Notilen...L28 Lampiran 29 Layar Edit Notilen...L29 xxi
19 Lampiran 30 Layar Menu Job Description...L30 Lampiran 31 Layar Search Job Description...L31 Lampiran 32 Layar View Job Description...L32 Lampiran 33 Layar Add Job Description...L33 Lampiran 34 Layar Edit Job Description...L34 Lampiran 35 Layar Delete Job Description...L35 Lampiran 36 Layar Menu Directories untuk karyawan, manager dan operator...l36 Lampiran 37 Layar View Menu Personal Information untuk Karyawan...L37 Lampiran 38 Layar View Personal Information...L38 Lampiran 39 Layar View Detail Personal Information...L39 Lampiran 40 Layar Add Personal Information...L40 Lampiran 41 Layar Fill Skill/ Expertise...L41 Lampiran 42 Layar Knowledge Map...L42 Lampiran 43 Layar Menu Contact Person untuk operator...l43 Lampiran 44 Layar View Category Contact Person...L44 Lampiran 45 Layar View Airline...L45 Lampiran 46 Layar View Airline Detail...L46 Lampiran 47 Layar Kategori Hotel...L47 Lampiran 48 Layar View Hotel...L48 Lampiran 49 Layar View Hotel Detail...L49 Lampiran 50 Layar View Operator Tour...L50 Lampiran 51 Layar View Operator Tour Detail...L51 Lampiran 52 Layar Kategory Customer...L52 Lampiran 53 Layar View Personal Customer...L53 Lampiran 54 Layar View Personal Customer Detail...L54 Lampiran 55 Layar View Corporate Customer...L55 Lampiran 56 Layar View Corporate Customer Detail...L56 Lampiran 57 Layar Search Edit dan Delete untuk Seluruh Kategori pada Contact person...l57 xxii
20 Lampiran 58 Layar Edit Airline...L58 Lampiran 59 Layar Edit Hotel...L59 Lampiran 60 Layar Edit Operator Tour...L60 Lampiran 61 Layar Edit Personal Customer...L61 Lampiran 62 Layar Edit Corporate Customer...L62 Lampiran 63 Layar Delete Airline, Hotel, Operator Tour, Personal Customer, dan Corporate Customer...L63 Lampiran 64 Layar Select untuk Add Contact Person...L64 Lampiran 65 Layar Add Contact Person - Hotel...L65 Lampiran 66 Layar Add Contact Person Operator Tour...L66 Lampiran 67 Layar Add Corporate Costumer...L67 Lampiran 68 Layar Add Personal Costumer...L68 Lampiran 69 Layar Add Airlines...L69 Lampiran 70 Layar Menu Discussion Forum untuk operator...l70 Lampiran 71 Layar View Discussion Forum....L71 Lampiran 72 Layar Add Topic... L72 Lampiran 73 Reply View Topic...L73 Lampiran 74 Layar Reply Topic...L74 Lampiran 75 Layar Menu Knowledge Library untuk operator...l75 Lampiran 76 Layar Menu Knowledge Library untuk karyawan dan manager...l76 Lampiran 77 Layar View Category Problem & Solution...L77 Lampiran 78 Layar View Subcategory1 Problem & Solution...L78 Lampiran 79 Layar Subcategory2 Problem & Solution...L79 Lampiran 80 Layar subject/judul dari subcategory2...l80 Lampiran 81 Layar Detail subject/judul (content)...l81 Lampiran 82 Layar Add Problem & Solution...L82 Lampiran 83 Layar View Category Documentation...L83 Lampiran 84 Layar subject/ judul Documentation...L84 Lampiran 85 Layar Detail Documentation.L85 Lampiran 86 Layar Add Documentation...L86 Lampiran 87 Layar New Knowledge...L87 xxiii
21 Lampiran 88 Layar View Detail Knowledge...L88 Lampiran 89 Layar Send to Library...L89 Lampiran 90 Layar Reward...L90 Lampiran 91 Layar Reward Detail...L91 xxiv
3.4 Flow Chart Sistem Pembelian Masalah Yang Terjadi Pada Sistem Yang Sedang Berjalan Usulan Pemecah Masalah...
DAFTAR ISI Judul Dalam... i Halaman Persetujuan... ii Abstrak... iii Kata Pengantar... iv Daftar Isi... vi Daftar Tabel... ix Daftar Gambar... x Daftar Lampiran... xii Bab I : PENDAHULUAN 1.1 Latar Belakang
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