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Abstrak :
Penelitian ini menganalisis waktu tunggu pelayanan resep di Instalasi Farmasi Rumah Sakit Awal Bros Bekasi. Penelitian ini merupakan kualitatif dan kuantitatif, dengan sampel sebanyak 172 lembar resep baik racikan maupun non racikan. Hasil penelitian ini didapatkan bahwa rata-rata waktu tunggu pelayanan resep sebesar 22 menit untuk resep non racikan sedangkan untuk resep racikan sebesar 41 menit. Faktor penghambat yang mempengaruhi waktu tunggu pelayanan resep di Instalasi Farmasi Rumah Sakit Awal Bros Bekasi adalah SDM yang belum memadai, ketersediaan obat yang masih kurang, sistem komputerisasi yang belum memadai, masa kerja/ pengalaman petugas dan sarana ruang racik yang kurang luas.

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This study analyzes the waiting time of prescription services in Installation of Pharmacy Awal Bros Hospital, Bekasi. It is a qualitative and quantitative research, with sampel of 172 prescriptions, both concoction and non concontion drugs. This study found that the average waiting time of conconction drugs is 41 minutes, while the non concoction drugs is 22 minutes. The factors affecting those waitng time is insufficient of human resources, lack of drugs provision, inadequate correction of IT system lack of work experience, improper working space for doing concoction drugs.

Abstrak :
[Pertumbuhan konsumen kelas menengah atas menimbulkan tren gaya hidup baru di Jakarta, yaitu konsumsi restoran kelas menengah atas khususnya pada tipe restoran casual-dining. Penelitian ini bertujuan untuk menganalisa hubungan antara variabel-variabel Service Qualities yaitu Physical Environment Quality, Interactional Quality, dan Outcome Quality, serta pengaruhnya terhadap variabel Consumer Utilitarian Attitudes Toward Brands, Consumer Hedonic Attitides Toward Brands, dan Brand Preference dari konsumen restoran casual-dining. Penelitian ini menggunakan sampel konsumen berusia 18-33 tahun yang pernah mengunjungi restoran casual-dining di Jakarta dalam kurun waktu 6 (enam) bulan terakhir dengan metode non-probability sampling. Data hasil penelitian dioleh menggunakan metode Structural Equation Modeling. Hasil penelitian menunjukkan bahwa Physical Environment Quality, Interactional Quality, dan Outcome Quality saling berhubungan dan memiliki pengaruh positif satu sama lain. Kemudian, Interactional Quality dan Outcome Quality memiliki pengaruh positif terhadap Utilitarian Attitude dan Hedonic Attitude. Pada akhirnya, Utilitarian Attitude dan Hedonic Attitude terbukti memiliki pengaruh positif terhadap Brand Preference.;he growth of middle-class consumers creates new lifestyle trend in Jakarta. The new lifestyle trend is consumption of upper-middle class restaurants, specifically casual-dining restaurants. The purpose of this research is to analyze the relationship between the variables of Service Qualities, which are Physical Environment Quality, Interactional Quality, and Outcome Quality, as well as their effects on Consumer Utilitarian Attitudes Toward Brands, Hedonic Attitudes Toward Brands, and Brand Preference in casual-dining restaurants. This research uses sample of young adult consumers from 18-33 age group who have visited casual-dining restaurant in Jakarta in the last 6 (six) months using non-probability sampling method. The data collected then analyzed using Structural Equation Modeling method. The result of this research shows that Physical Environment Quality, Interactional Quality, and Outcome Quality are interrelated and have positive effects on each other. Interactional Quality and Outcome Quality positively affect Utilitarian Attitude and Hedonic Attitude. Finally, Utilitarian Attitude and Hedonic Attitude positively affect Brand Preference.;he growth of middle-class consumers creates new lifestyle trend in Jakarta. The new lifestyle trend is consumption of upper-middle class restaurants, specifically casual-dining restaurants. The purpose of this research is to analyze the relationship between the variables of Service Qualities, which are Physical Environment Quality, Interactional Quality, and Outcome Quality, as well as their effects on Consumer Utilitarian Attitudes Toward Brands, Hedonic Attitudes Toward Brands, and Brand Preference in casual-dining restaurants. This research uses sample of young adult consumers from 18-33 age group who have visited casual-dining restaurant in Jakarta in the last 6 (six) months using non-probability sampling method. The data collected then analyzed using Structural Equation Modeling method. The result of this research shows that Physical Environment Quality, Interactional Quality, and Outcome Quality are interrelated and have positive effects on each other. Interactional Quality and Outcome Quality positively affect Utilitarian Attitude and Hedonic Attitude. Finally, Utilitarian Attitude and Hedonic Attitude positively affect Brand Preference., he growth of middle-class consumers creates new lifestyle trend in Jakarta. The new lifestyle trend is consumption of upper-middle class restaurants, specifically casual-dining restaurants. The purpose of this research is to analyze the relationship between the variables of Service Qualities, which are Physical Environment Quality, Interactional Quality, and Outcome Quality, as well as their effects on Consumer Utilitarian Attitudes Toward Brands, Hedonic Attitudes Toward Brands, and Brand Preference in casual-dining restaurants. This research uses sample of young adult consumers from 18-33 age group who have visited casual-dining restaurant in Jakarta in the last 6 (six) months using non-probability sampling method. The data collected then analyzed using Structural Equation Modeling method. The result of this research shows that Physical Environment Quality, Interactional Quality, and Outcome Quality are interrelated and have positive effects on each other. Interactional Quality and Outcome Quality positively affect Utilitarian Attitude and Hedonic Attitude. Finally, Utilitarian Attitude and Hedonic Attitude positively affect Brand Preference.]

Abstrak :
Sebuah perusahaan perminyakan multi-nasional yang beroperasi di Indonesia, dengan kantor pusat di Houston Texas, merencanakan melakukan outsource penyelenggaraan dan implementasi TI di Indonesia, kepada perusahaan IT services di Indonesia. Perusahaan ini akan melakukan upgrade terhadap infrastruktur TI dan membuat manajemen layanan sehingga fasilitas kontrol dan dukungan dapat ditingkatkan. Upgrade akan dilakukan terhadap LAN (Local Area Network) dan ITSC (IT Services Center) dibutuhkan sebagai dukungan (support) operasional terhadap infrastruktur TI yang baru. ITSC akan berada di kantor pusat Jakarta dan memberikan remote service kepada kantor cabang di 5 lokasi dan 5 rig. Pada proyek akhir ini dibahas perancangan dan perencanaan Helpdesk dengan menggunakan Microsoft Operation Framework (MOF) untuk memenuhi kebutuhan manajemen layanan perusahaan tersebut di atas sesuai dengan requirement yang telah dibuat oleh manajemen ITSC. Helpdesk merupakan salah satu fungsi dalam manajemen layanan TI yang didefinisikan oleh MOF. Selanjutnya dilakukan evaluasi terhadap seberapa efektif panduan MOF untuk perancangan dan perencanaan ITSC, dengan target Service Level Agreement seperti yang dicantumkan pada dokumen requirement. Penggunaan MOF dalam menyusun Helpdesk ITSC sangat membantu dengan memberikan panduan best practice dalam perancangannya. Pembagian MOF dalam fungsi - fungsi (SMF) memudahkan penyusunan langkah dalam manajemen infrastruktur TI dengan membaginya dalam aspek people, proses dan teknologi. Proyek akhir ini tidak memberikan solusi manajemen layanan TI yang menyeluruh karena tidak megkaji fungsi manajemen layanan TI lainnya dan hubungannya dengan Helpdesk.

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A multinational oil company (MNOC) operated in Indonesia, based in Huston Texas, planned to outsource the implementation of IT in Indonesia to IT service company in Indonesia. MNOC planned to upgrade IT infrastructure and will need service management to control and support the new infrastructure. Upgrade will be done to LAN (Local Area Network) and the service management will be done by ITSC (IT Services Center). ITSC will be located in Jakarta hea office and give remote service to 5 branch offices and rigs. In this final project, ITSC`s Helpdesk is designed and planned using Microsoft Operation Framework (MOF) to fulfill MNOC`s service management need according to requirements made by ITSC. Helpdesk is one of IT service managements defined in MOF. Furthermore, the effectiveness of designing ITSC using MOF to fulfill Service Level Agreement, which is stated in requirement document, is evaluated. Using MOF to design ITSC`s Helpdesk is effective because it`s best practice guidance for designing IT service management focused in people, process and technology. The classification of service management into functions (SMF) makes it easier to make IT service management plan. This final project does not have optimum outcome as it does not analyze the other IT management function and their relationship with Helpdesk.

Abstrak :
Peranan sistem manajemen layanan TI telah digunakan sebagai alat dalam mengambil keputusan bisnis. Salah satu manajemen layanan TI adalah layanan e-mail. Layanan email membutuhkan sistem yang berorientasi pada proses dan pelanggan. Beberapa permasalahan sistem layanan e-mail antara lain kesulitan memahami kebutuhan pelanggan, perbaikan layanan e-mail kurang fokus terhadap dampak bisnis, layanan email belum terstandarisasi. Sistem manajemen mutu ISO 9001, Balanced Scorecard, dan Lean Six Sigma dapat digunakan untuk menangani permasalahan manajemen layanan email. Sistem manajemen mutu ISO 9001 digunakan sebagai kerangka acuan manajemen layanan e-mail. Balanced Scorecard digunakan untuk menyelaraskan antara tujuan bisnis dan layanan e-mail. Lean Six Sigma digunakan untuk perbaikan kinerja layanan e-mail. Dalam penerapan sistem manajemen mutu ISO 9001, Balanced Scorecard and Lean Six Sigma digunakan beberapa analisa. Analisa tersebut adalah analisa bisnis perusahaan, analisa strategi TI, analisa manajemen layanan TI, dan evaluasi kinerja sistem manajemen layanan e-mail.Kesimpulan dari kajian adalah Lean Six Sigma dapat digunakan untuk memahami kebutuhan pelanggan, seperti e-mail cepat, mudah, stabil dan luas. Balanced Scorecard menyelaraskan KPI antara bisnis dan manajemen layanan e-mail. Agar kinerja layanan e-mail tetap meningkat maka digunakan sistem manajemen mutu ISO 9001.

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Role of IT service management system is used as a business decision tools. One of IT services management system is e-mail service. E-mail service needs system that oriented to process and customer. Some issues on e-mail service system are among others, difficult to understand customer need, improvement of e-mail service is less focus to business impact, and the process of e-mail service is not yet standard. Quality management system ISO 9001, Balanced Scorecard, and Lean Six Sigma can be used to handle issues on e-mail service management. Quality management system ISO 9001 is used as a framework of e-mail service management, Balanced Scorecard is used to align business objective and e-mail service, and Lean Six Sigma is used to improve performance of e-mail service. Implementation of quality management system ISO 9001, Balanced Scorecard and Lean Six Sigma used several analysis. These are business analysis, IT strategy analysis, IT service management analysis, and evaluation performance e-mail service management system. This study showed that Lean Six Sigma can be used to understand customer need as fast, easy, stable and broad. Balanced Scorecard align KPI between business and e-mail service management. In order to performance of e-mail service steadily increased then quality management system ISO 9001 can be used as control of process e-mail service.