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"Perkembangan teknologi informasi yang sangat cepat membawa perkembangan jaman menjadi serba digital. Pesatnya teknologi informasi, membawa suatu institusi atau organisasi memanfaatkan suatu teknologi informasi yang tidak dapat dipisahkan dari layanan proses bisnis untuk meningkatkan efisiensi dan efektivitas dalam menjalankan aktivitas dan mencapai tujuan bisnisnya. Dalam menggunakan layanan teknologi informasi ini tidak terlepas dari kelemahan dan permasalahan seperti terjadinya insiden yang yang dapat mengakibatkan buruknya layanan teknologi informasi dan dapat mengancam keberlangsungan bisnis suatu organisasi. Untuk meminimalisir ancaman availability layanan bisnis yang didukung oleh teknologi informasi, pengelolaan layanan teknologi informasi yang baik menjadi hal yang penting untuk dipertimbangkan agar menghasilkan kualitas layanan yang baik. Satuan Kerja XYZ merupakan satuan kerja yang bertugas untuk mengelola TI di Institusi X yang bergerak di bidang keuangan dan perbankan yang memiliki tim pengelolaan insiden dalam menjaga kualitas layanan TI nya. Dalam operasionalnya Satuan Kerja XYZ memiliki berbagai insiden yang berdampak besar pada ketersediaan layanan sistem pembayaran yang disediakannya untuk pihak internal dan eksternal. Sejauh ini belum diketahui apakah tim pengelolaan insiden di Satuan Kerja XYZ sudah berjalan dengan baik serta apakah hal yang perlu dilakukan seharusnya sudah diimplementasikan oleh Satuan Kerja XYZ. Berdasarkan permasalahan tersebut, diperlukannya assessment terhadap Incident Management yang berjalan di Satuan Kerja XYZ. Oleh karena itu, kegiatan penelitian ini yaitu melakukan assessment Incident Management menggunakan OGC Self-Assessment Tools serta memberikan usulan perbaikan atas kekurangan yang didapatkan dari hasil assessment.

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The development of information technology is very fast bringing the development of the era to become completely digital. The rapid development of information technology brings an institution or organization to use information technology that cannot be separated from business process services to increase efficiency and effectiveness in carrying out activities and achieving its business goals. In using information technology services, it is inseparable from weaknesses and problems such as incidents that can result in poor information technology services and can threaten the business continuity of an organization. To minimize the threat to the availability of business services that are supported by information technology, good management of information technology services is an important thing to consider in order to produce good service quality. The XYZ Work Unit is a work unit in charge of managing IT at Institution X which is engaged in finance and banking which has an incident management team to maintain the quality of its IT services. In its operations, the XYZ Work Unit had various incidents that had a major impact on the availability of the payment system services it provided to internal and external parties. So far, it is not known whether the incident management team at XYZ Work Unit is running well and whether the things that need to be done should have been implemented by XYZ Work Unit. Based on these problems, an assessment of Incident Management running in XYZ Work Unit is required. Therefore, this research activity is to conduct an Incident Management assessment using the OGC Self-Assessment Tools and provide suggestions for correcting the deficiencies that are obtained from the assessment results."

"Penelitian ini didasari oleh pentingnya Assessment Center untuk pengembangan karir dan penilaian kinerja pada jabatan Kapolsek di Polda Papua Barat. Salah satu program utama Kapolri adalah reformasi internal yang salah satunya adalah pelaksanaan Assessment Center. Oleh karena itu, tujuan dari penelitian ini adalah untuk menjelaskan karakteristik penerapan Assessment Center Polri, pemanfaatan, dan faktor-faktor yang mempengaruhi pemanfaatannya. Teori yang digunakan untuk mengkaji permasalahan tersebut antara lain adalah Karakteristik Assessment Center, Proses Rekrutmen, dan Faktor-Faktor yang Mempengaruhi penerapan Assessment Center. Penelitian ini menggunakan pendekatan post-positivisme dan metode kualitatif dengan deskriptif analitis. Penelitian difokuskan pada penerapan Assessment Center untuk proses mutasi jabatan Kapolsek di Polda Papua Barat, yang dikumpulkan melalui teknik wawancara dan studi dokumen. Data penelitian kemudian dievaluasi dengan menggunakan metode triangulasi data. Berdasarkan temuan penelitian, beberapa aspek dalam pelaksanaan Assessment Center masih belum maksimal. Dalam penggunaan hasil assessment center Polri, seleksi calon masih belum berdasarkan ranking, hasil penilaian masih dalam bentuk kualitatif dan bukan angka kuantitatif, serta belum dilakukan pemeriksaan akhir. Kemudian terdapat unsur-unsur yang berdampak pada aspek administrasi, politik, budaya, dan teknis dalam pelaksanaannya. Adapun beberapa saran untuk perbaikan tersebut antara lain memasukkan materi operasional dalam tes situasi, menunjuk asesor sebagai role-player dalam kegiatan asesmen, menjadikan hasil asesmen sebagai syarat mutlak dalam penempatan jabatan, membuat aturan yang berbasis faktor budaya, dan menetapkan jabatan asesor sebagai jabatan fungsional di lingkungan Polda Papua Barat.

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This research is based on the importance of Assessment Centre for career development and performance appraisal in the position of Chief of Police at Polda Papua Barat. One of the Kapolri's main programmes is internal reform, one of which is the implementation of the Assessment Centre. Therefore, the purpose of this study is to explain the characteristics of Polri's Assessment Center implementation, utilisation, and factors that influence its utilisation. The theories used to examine these issues include the characteristics of the Assessment Centre, the Recruitment Process, and the Factors Affecting the Implementation of the Assessment Centre. This research uses a postpositivism approach and a qualitative method with descriptive analytics. The research focused on the application of the Assessment Center for the transfer process of the Chief of Police position at Polda Papua Barat, which was collected through interview techniques and document studies. The research data was then evaluated using the data triangulation method. Based on the research findings, some aspects of the Assessment Centre implementation are still not optimal. In the use of the results of the Polri assessment centre, the selection of candidates is still not based on ranking, the assessment results are still in qualitative form and not quantitative numbers, and the final examination has not been carried out. Then there are elements that have an impact on administrative, political, cultural, and technological aspects in its implementation. Some suggestions for improvement include including operational material in the situation test, appointing assessors as role-players in assessment activities, making assessment results an absolute requirement in job placement, making rules based on cultural factors, and establishing the position of assessor as a functional position within the West Papua Police."

"ABSTRACTImplementasi sistem e-Office merupakan bagian dari penerapan e-Government dalam rangka meningkatkan kinerja pegawai administrasi internal. Sebagai salah satu institusi fundamental yang memiliki kewajiban untuk memberikan pelayanan kepada publik di bidang keamanan dan ketertiban, saat ini POLRI juga memiliki sistem e-Office yang telah diterapkan kepada satker SDM. Implementasi sistem e-Office pada satker SDM saat ini berjalan tanpa ada dasar hukum di internal POLRI yang mengatur penggunaan sistem dalam operasional sehari-hari. Oleh karena itu, evaluasi terhadap sistem e-Office yang ada di satker SDM MABES POLRI perlu dilakukan, karena sistem ini akan menjadi percontohan bagi satker-satker lainnya yang terdapat di MABES POLRI. Penelitian ini menggunakan teori Sistem Informasi Manajemen (SIM), Efektivitas Sistem, BPR, dan COBIT. Penelitian ini menggunakan metode kualitatif dengan teknik pengumpulan data melalui observasi di lapangan, studi pustaka, dan wawancara mendalam. Hasil analisis penelitian menunjukkan bahwa penerapan sistem e-Office di satker SDM saat ini masih tidak efektif karena 4 dari 5 indikator yang ada menunjukan hasil tidak efektif. Indikator yang menunjukkan hasil efektif hanya indikator kepuasan pengguna, sedangkan indikator lainnya seperti indikator penggunaan, kualitas sistem, integrasi aplikasi kedalam proses bisnis, dan ketepatan penggunaan dan performa aplikasi.

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ABSTRACTThe implementation of e-Office system is part of the e-Government programme, which has the purpose to improve the performance of internal staff in administration matters. As one of the fundamental institutions with responsibility to provide public service in the security and law enforcement field, the Indonesian National Police (POLRI) also has implement the e-Office system in its Human Resource division. The e-Office implementation in Human Resource division currently running without any internal regulation that manage the usage of system in daily operations. Therefore, it is required to perform evaluation of the e-Office system implementation in the Human Resource division of Indonesian National Police (POLRI), because this implementation is the pilot for implementation on other divisions in Indonesian National Police (POLRI). This research is using Management Information System theory, System Effectivity, BPR, and COBIT. This research is using qualitative method with observation, literature study, and deep interview for data gathering. The result of this research shows that the implementation of e-Office system in Human Resource division of Indonesian National Police (POLRI) is ineffective, because 4 out of 5 indicators showing result as ineffective. The only effective one is user satisfaction, while the other ineffective indicators are use, system quality, application integration into business process, and proper use of application and system performance."

"Give your front-line call center staff the training they need! With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: ? Identify the roles and responsibilities of a call center staff ? Prepare yourself to deliver quality service ? Learn to communicate successfully ? Identify current legislation, terminology, and technology affecting call center staff ? Develop skills for building trust ? Enhance telephone verbal skills and vocal quality ? Build problem solving and decision-making skills ? Learn to handle difficult customer situations ? Improve your time-management and multitasking skills ? Identify ways to control your stress level ? Learn to recover from mistakes?yours and your customer?s. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy."

"ABSTRAKPenelitian ini membahas suasana ruang shopping street atau jalan perbelanjaan outdoor yang dihadirkan di dalam koridor pusat perbelanjaan indoor sebagai strategi untuk merespons gaya hidup. Penelitian yang kami lakukan mencoba untuk menjawab pertanyaan-pertanyaan berikut: 1 kenapa ada pusat perbelanjaan yang menghadirkan suasana jalan perbelanjaan di dalam koridornya? 2 Segmen pasar seperti apa yang ingin direspons oleh pusat perbelanjaan yang menerapkan suasana jalan perbelanjaan ke dalam koridor pusat perbelanjaan? 3 Bagaimana hubungan antara tipe koridor jalan perbelanjaan dengan segmen pengunjung yang disasar? Penelitian ini dilakukan menggunakan metode kualitatif dengan beberapa data dikuantifikasi. Data penelitian menggunakan teknik wawancara pengunjung dan observasi langsung. Temuan utama dari penelitian ini adalah bahwa suasana jalan perbelanjaan dapat menjadi salah satu alat dari segmentasi pasar dan atribut positioning dari pusat perbelanjaan. Kesimpulan utama dari penelitian ini adalah suasana jalan perbelanjaan dapat menjadi pertimbangan pengembang untuk mendesain koridor pusat perbelanjaan karena memiliki dampak positif baik bagi pengembang, pengunjung, maupun penyewa gerai toko.

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ABSTRACTThis research was conducted to observe the atmosphere of shopping street corridor which specifically presents the real outdoor theme into an indoor corridor. Applying the shopping street atmosphere into the indoor corridor is believed could fulfill the needs and meet the unmeets as a strategy to response a lifestyle This research set out to answer these 3 following questions 1 Why there is a shopping center in Jakarta which presents the atmosphere of shopping street in corridor 2 what kind of market segment would the shopping center respond to by applying the shopping street atmosphere to the shopping center corridor 3 What is the correlation between the shopping center which presents shopping street corridor and the targeted market segment This research done by qualitative method and some quantitave data to support the results. Research data obtained by interviewing visitors and direct observation. The main findings of this research is that shopping street atmosphere can be a tools of market segmentation and positioning attribute of shopping center. In conclusion, shopping street atmosphere successfully support the existence of shopping center that can be a consideration for developers to design shopping center corridor."

"ABSTRACTPT Len Industri (Persero) merupakan salah satu Badan Usaha Milik Negara (BUMN). Analisis dilakukan terhadap laporan hasil asesmen penerapan GCG dari lembaga independen dan laporan keuangan yang juga telah diaudit oleh auditor independen. Penelitian ini ditujukan untuk menganalisis hubungan laporan asesmen GCG dan kinerja keuangan perusahaan. Hasil dari penelitian menunjukkan bahwa perusahaan telah menerapkan GCG dengan baik sehingga memiliki kontribusi positif dalam hal kinerja keuangan. Hal tersebut dilihat berdasarkan permasalahan kinerja keuangan yang dihadapi perusahaan yang kemudian GCG dapat merespon dengan baik atas permasalahan tersebut.

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ABSTRACTPT Len Industri (Persero) is one of the State-Owned Enterprises (SOEs). The analysis was carried out on the assessment report on the implementation of GCG from independent institutions and financial reports which were also audited by an independent auditor. This research is intended to analyze the relationship between GCG assessment reports and company financial performance. The results of the study show that the company has implemented GCG well so that it has a positive contribution in terms of financial performance. This is seen based on the financial performance problems faced by the company which then GCG can respond well to these problems."

"ABSTRAKLaporan Magang ini membahas tentang proses asesmen Konsultan terhadap peninjauan efektivitas implementasi ERM yang dilakukan oleh Divisi Audit Internal PT XYZ sebagai fungsi Third Line of Defense. Pembahasan dimulai dengan pemaparan risiko-risiko yang dihadapi PT XYZ, proses manajemen risiko yang dilakukan, dan analisis atas proses asesmen yang dilakukan oleh Konsultan. Dari hasil gap analysis menunjukkan bahwa penguatan fungsi Third Line of Defense dalam proses manajemen risiko PT XYZ menjadi inisiatif prioritas 1 yang perlu dilakukan untuk melakukan pengawasan terhadap pelaksanaan pengelolaa risiko secara keseluruhan pada First Line dan Second Line di PT XYZ.

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ABSTRACTThis report discusses the Consultant 39 s assessment process for reviewing the ERM implementation function performed by Internal Audit Division as a Third Line of Defense function at PT XYZ. The discussion begins with the exposure to the risks that PT XYZ deal with, the risk management process undertaken, and the analysis of assessment process undertaken by the Consultant. From the results of the gap analysis shows that reinforcement of the Third Lne of Defense function in PT XYZ 39 s risk management process become 1st priority of the initiative that needs to be done to conduct a whole monitoring on the risk management implementation in the First Line and Second Line at PT XYZ"