DAFTAR ISI

Halaman
HALAMAN JUDUL.................................................................................... i
DAFTAR ISI................................................................................................ ii
DAFTAR GAMBAR................................................................................... vi
DAFTAR TABEL........................................................................................ vii

BAB I PENDAHULUAN............................................................................ 1
1.1 Latar Belakang Masalah............................................................... 1
1.2 Tujuan dan Manfaat...................................................................... 3
1.2.1 Tujuan................................................................................. 3
1.2.2 Manfaat............................................................................... 4
1.2.2.1 Manfaat Bagi Pergutuan Tinggi............................. 4
1.2.2.2 Manfaat Bagi Sekolah............................................ 4
1.2.2.3 Manfaat Bagi Mahasiswa....................................... 4
1.3 Batasan Masalah........................................................................... 5
BAB II TINJAUAN PUSTAKA.................................................................. 6
2.1 Profil Perusahaan.......................................................................... 6
2.1.1 Sejarah SMP Adabiyah Palembang.................................... 6
2.1.2 Visi dan Misi Koperasi Wanita Petra.................................. 7
2.1.2.1 Visi ........................................................................ 7
2.1.2.2 Misi........................................................................ 7
2.1.3 Sturktur Organisasi SMP Adabiyah Palembang................. 9
2.2 Konsep Sistem Informasi.............................................................. 10
2.2.1 Sistem................................................................................. 10
2.2.2 Informasi............................................................................. 10
2.2.3 Sistem Informasi................................................................. 10

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2.2.4 Komponen Sistem Informasi.............................................. 11

2.3 Customer Relationship Management (CRM)............................... 12
2.3.1 Pengertian CRM................................................................. 12
2.3.2 Tahap CRM........................................................................ 13
2.3.3 Fase Customer Relationship Management (CRM)............. 14
2.3.4 Tujuan CRM....................................................................... 15
2.3.5 Manfaat CRM..................................................................... 16
2.3.6 Penerapan Strategi CRM.................................................... 17
2.3.7 Kerangkan Komponen CRM.............................................. 19
2.4 SMS (Short Messaging Service)................................................... 20
2.4.1 Gateway.............................................................................. 22
2.4.2 SMS Gateway..................................................................... 23
2.5 GAMMU (GNU All Mobile Management Utilities)................... 24
2.6 Pelayanan...................................................................................... 25
2.7 Pelayanan Pelanggan.................................................................... 25
2.8 Penelitian Sebelumnya................................................................. 26
2.9 Konsep Pemodelan Sistem........................................................... 27
2.9.1 DFD (Data Flow Diagram)................................................. 27
2.9.2 ERD (Entitas Relation Diagram)........................................ 29
2.9.1 Ishikawa Diagram............................................................... 31
2.10 Bahasa Pemrograman................................................................. 32
2.10.1 WWW (World Wide Web)................................................ 32
2.10.2 PHP (Personal HyperText PreProcessor).......................... 32
2.10.3 Database........................................................................... 33
2.10.4 MySQL............................................................................. 33

BAB III METODE PENELITIAN.............................................................. 31

3.1 Objek Penelitian........................................................................... 31

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3.2 Teknik Pengumpulan Data............................................................ 36

3.2.1 Jenis Data............................................................................ 36
3.2.2 Sumber Data....................................................................... 36
3.2.3 Pengumpulan Data.............................................................. 37
3.3 Deskripsi Data.............................................................................. 38
3.4 Metode Pengembangan Sistem..................................................... 39
3.4 Penerapan Konsep Customer Realationship Management (CRM) 44
BAB IV ANALISIS SISTEM...................................................................... 46
4.1 Definisi Lingkup (Scope Definition)............................................ 46
4.1.1 Tujuan Pengembangan Sistem............................................ 47
4.1.2 Pernyataan Masalah dan Kesempatan................................ 50
4.1.2.1 Pernyataan Masalah............................................... 50
4.1.2.2 Kesempatan (Opportunities).................................. 52
4.1.2.3 Tabel Pernyataan Masalah...................................... 54
4.1.3 Studi Kelayakan.................................................................. 56
4.1.3.1 Aspek Kelayakan Ekonomi dan Bisnis.................. 56
4.1.3.2 Aspek Teknologi..................................................... 56
4.1.4 Ide Solusi Tahap Awal........................................................ 57
4.1.5 Ruang Lingkup Awal Proyek.............................................. 57
4.1.6 Analisa Masalah.................................................................. 56
4.1.6.1 Analisa Proses Bisnis............................................. 58
4.1.6.2 Domain Permasalahan (Problem Domain)............ 60
4.1.6.3 Analisis Permasalahan dan Peluang....................... 61
4.1.6.4 Cause and Effect Analysis...................................... 68
4.2 Requirement Analysis (Definisi Kebutuhan)................................ 74
4.2.1 Analisis Kebutuhan............................................................. 74
4.2.1.1 Kebutuhan Fungsional........................................... 75
4.2.1.2 Kebutuhan Non Fungsional................................... 76

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4.2.1.3 Kebutuhan Sistem.................................................. 79

4.2.1.4 Kebutuhan Perangkat Lunak.................................. 80
4.3 Perancangan Logika (Logical Design)......................................... 82
4.3.1 Diagram Dekomposisi (Decomposition Diagram)............. 82
4.3.2 Pemodelan Proses (Data Flow Diagram)........................... 83
4.3.2.1 Spesifikasi Proses................................................... 92
4.3.3 Pemodelan Data (Entity Relational Diagram)................... 93
4.4 Analisa Keputusan (Decision Analysis)....................................... 96
4.4.1 Identifikasi Solusi............................................................... 96
4.3.2 Analisis Solusi.................................................................... 99

DAFTAR GAMBAR
Halaman
Gambar 2.1 Struktur Organisasi SMP Adabiyah Palembang....................... 9
Gambar 2.2 Komponen Sistem Informasi.................................................... 11
Gambar 2.3 Tiga Tahapan Customer Relationship Management................. 14
Gambar 2.4 Kerangka Customer Relationship Management ...................... 20
Gambar 2.5 Alur pengiriman SMS.............................................................. 21
Gambar 4.1 DFD Level 0 Sistem Lama....................................................... 59
Gambar 4.2 DFD Level 1 Sistem Berjalan.................................................. 59
Gambar 4.3 Ishikawa Pembuatan laporan ................................................... 62
Gambar 4.4 Ishikawa Proses Monitoring Kebutuhan Pelanggan ............... 63
Gambar 4.5 Ishikawa Proses Pengelolaan Data Siswa................................ 64
Gambar 4.6 Ishikawa Proses Pelayanan Siswa dan Orang Tua Siswa......... 65
Gambar 4.7 Ishikawa Proses Kurangnya Informasi Bagi Masyarakat........ 66
Gambar 4.8 Ishikawa Transparansi Biaya................................................... 67
Gambar 4.9 Ishikawa Pendaftran siswa....................................................... 68
Gambar 4.10 Decomposition Diagram Sistem Baru................................... 82
Gambar 4.11 DFD Level 0 (Context Diagram) Sistem Baru....................... 83
Gambar 4.12 DFD Level 1 Sistem Baru...................................................... 85
Gambar 4.13 DFD Level 2 Proses Login..................................................... 87
Gambar 4.14 DFD Level 2 Pengolahan Data Master.................................. 88
Gambar 4.15 DFD Level 2 Proses Pengolahan Informasi........................... 89
Gambar 4.16 DFD Level 2 Proses Kritik dan Saran.................................... 90
Gambar 4.17 DFD Level 2 Proses Laporan................................................. 91
Gambar 4.18 Entity Relationship Diagram (ERD) Sistem Baru................. 94

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DAFTAR TABEL
Halaman
Tabel 2.1 Data Siswa.................................................................................... 7
Tabel 2.2 Simbol simbol Data Flow Diagram.......................................... 29
Tabel 2.3 Simbol simbol ERD.................................................................. 31
Tabel 4.1 Business Goal and Project Goal.................................................. 48
Tabel 4.2 Kategori PIECES dan CRM Permasalahan Sistem Berjalan....... 51
Tabel 4.3 Pernyataan Masalah...................................................................... 54
Tabel 4.4 Problems, Opprtunities, Objectives and Constrains Matrix........ 69
Tabel 4.5 Kebutuhan Nonfungsional berdasarkan kategori PIECES........... 77
Tabel 4.6 Kebutuhan Sistem........................................................................ 79
Tabel 4.7 Kebutuhan Perangkat Lunak........................................................ 80
Tabel 4.8 Sistem Matriks............................................................................. 96
Tabel 4.9 Analisis Solusi.............................................................................. 99

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