PERANCANGAN ARSITEKTUR ENTERPRISE

TERHADAP SISTEM CUSTOMER RELATIONSHIP

MANAGEMENT MENGGUNAKAN FRAMEWORK
TOGAF ADM
(STUDI KASUS : PT. INDORAMA)

SKRIPSI

Diajukan Guna Memenuhi Persyaratan Memperoleh

Gelar Sarjana Komputer (S.Kom.)

Feby Janiar Husein

00000026382

PROGRAM STUDI SISTEM INFORMASI

FAKULTAS TEKNIK DAN INFORMATIKA
UNIVERSITAS MULTIMEDIA NUSANTARA
TANGERANG
2021
HALAMAN PERNYATAAN

ii
 HALAMAN PERSETUJUAN

Skripsi dengan judul

“Perancangan Arsitektur Enterprise Terhadap Sistem Customer Relationship

Management Menggunakan Framework TOGAF ADM”

oleh

Feby Janiar Husein

Telah disetujui untuk diajukan pada

Sidang Ujian Skripsi Universitas Multimedia Nusantara

Tangerang, 4 Juni 2021

Menyetujui,

Dosen Pembimbing Ketua Program Studi

Melissa Indah Fianty S.Kom., M.MSI.

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 HALAMAN PENGESAHAN
HALAMAN PENGESAHAN
HALAMAN PENGESAHAN

Skripsi dengan judul

“Perancangan Arsitektur Enterprise Terhadap Sistem Customer Relationship
Management Menggunakan Framework TOGAF ADM”
oleh
Feby Janiar Husein
Telah diujikan pada hari Senin, 21 Juni 2021
Pukul 15.00 s.d. 16.24 dan dinyatakan lulus
Dengan susuan penguji sebagai berikut.
Ketua Sidang Penguji

05/07/2021

Johan Setiawan, S.Kom., M.M., M.B.A. Rudi Sutomo, S.Kom., M.Si., M.Kom.

Dosen Pembimbing

Melissa Indah Fianty S.Kom., M.MSI.

Disahkan oleh
Ketua Program Studi Sistem Informasi – UMN

Ririn Ikana Desanti, S.Kom.,M.Kom.

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iv
iv
 KATA PENGANTAR

Puji dan syukur dipanjatkan kepada kehadirat Tuhan Yang Maha Esa atas
Rahmat-Nya sehingga penyusunan skripsi ini dapat berjalan dengan baik dan
skripsi yang berjudul “Perancangan Arsitektur Enterprise terhadap Sistem
Customer Relationship Management Menggunakan Framework TOGAF ADM”
dapat diselesaikan tepat waktu. Skripsi ini dapat diselesaikan dengan bantuan dari
berbagai pihak yang terkait, untuk itu penulis mengucapkan terima kasih kepada
pihak-pihak yang telah membantu dalam penulisan skripsi ini, kepada :
1. Ibu Ririn Ikana Desanti, S.Kom., M.Kom. selaku Ketua Program Studi
Sistem Informasi.
2. Ibu Melissa Indah Fianty, S.Kom., M.MSI. yang telah membimbing dan
memberikan saran selama penulisan skripsi.
3. Bapak Agung Purwanto selaku Manager IT di PT. Indorama, yang sudah
memberikan kesempatan kepada penulis untuk melakukan penelitian di PT.
Indorama.
4. Kepada keluarga dan sahabat terdekat yang telah mendukung selama
penulisan skripsi ini.
Penulis menyadari bahwa banyak kekurangan dalam penulisan skripsi ini, maka
penulis menerima kritik dan saran atas penulisan skripsi ini.

Tangerang, 4 Juni 2021

Feby Janiar Husein

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 DAFTAR ISI

HALAMAN PERNYATAAN ................................................................................ ii

HALAMAN PERSETUJUAN .............................................................................. iii

HALAMAN PENGESAHAN ................................................................................iv

KATA PENGANTAR ............................................................................................. v

DAFTAR ISI ..........................................................................................................vi

DAFTAR GAMBAR ............................................................................................... x

DAFTAR TABEL ..................................................................................................xi

ABSTRAK ............................................................................................................ xii

ABSTRACT .......................................................................................................... xiii

BAB I PENDAHULUAN........................................................................................ 1

1.1 Latar Belakang ......................................................................................... 1

1.2 Batasan Masalah ...................................................................................... 6

1.3 Rumusan Masalah .................................................................................... 6

1.4 Tujuan dan Manfaat Penelitian ................................................................ 7

1.4.1 Tujuan Penelitian ................................................................................. 7
1.4.2 Manfaat Penelitian ............................................................................... 7

BAB II LANDASAN TEORI .................................................................................. 8

2.1 Teknologi Informasi (TI) ......................................................................... 8

2.2 Sistem Informasi (SI) ............................................................................... 8

2.3 Customer Relationship Management (CRM)......................................... 10

2.4 Layanan Pelanggan ................................................................................ 10

2.5 Kepuasan Pelanggan .............................................................................. 11

2.6 Loyalitas Pelanggan ............................................................................... 11

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 2.7 Gap Analysis .......................................................................................... 12

2.8 Use Case Diagram ................................................................................. 12

2.9 Arsitektur Enterprise ............................................................................. 13

2.10 Framework ............................................................................................. 13

2.11 TOGAF ADM ......................................................................................... 14

2.12 Analisis Rantai Nilai (Value Chain Analysis)........................................ 17

2.13 Analisis SWOT ....................................................................................... 18

2.14 Cloud Computing ................................................................................... 19

2.15 Penelitian Terdahulu .............................................................................. 19

BAB III METODOLOGI PENELITIAN .............................................................. 24

3.1 Gambaran Umum Obyek Penelitian ...................................................... 24

3.1.1 Objek Penelitian................................................................................. 24

3.2 Metode Penelitian .................................................................................. 26

3.2.1 Perbandingan Kerangka Kerja (Framework) ..................................... 26
3.2.1 Metode Perancangan dengan Menggunakan TOGAF ....................... 28

3.3 Variabel Penelitian................................................................................. 30

3.3.1 Variabel Independen .......................................................................... 30
3.3.2 Variabel Dependen ............................................................................ 30

3.4 Teknik Pengumpulan Data..................................................................... 31

3.4.1 Studi Pustaka ..................................................................................... 31
3.4.2 Tinjauan Pustaka ................................................................................ 31
3.4.3 Wawancara ........................................................................................ 31

3.5 Teknik Analisis Data dan Kerangka Pikir ............................................. 32

BAB IV ANALISIS DAN HASIL PENELITIAN ................................................ 36

4.1. Preliminary Phase ................................................................................. 36

4.1.1. Principles Catalogue ......................................................................... 36

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 4.1.1. Pemilihan Framework dan metodologi ............................................. 37

4.2. Requirement Management ..................................................................... 38

4.3. Architecture Vision ................................................................................ 39

4.3.1. Sejarah, Profil, dan Visi Misi Perusahaan ......................................... 39
4.3.2. Struktur Organisasi ............................................................................ 39
4.3.3. Identifikasi Fungsi Bisnis .................................................................. 41

4.4. Business Architecture ............................................................................ 42

4.4.1. Ruang Lingkup Bisnis Layanan Sistem Customer Relationship
Management .................................................................................................. 42
4.4.2. Perhatian Stakeholders dan Persyaratan Kemampuan Bisnis ............ 43
4.4.3. Analisis SWOT ................................................................................... 44
4.4.4. Gap Analysis Business Architecture .................................................. 45

4.5. Information System Architecture ........................................................... 46

4.5.1. Alur proses Sistem Berjalan .............................................................. 46
4.5.2. Permasalahan Sistem Berjalan ........................................................... 52
4.5.3. Solusi Permasalahan Sistem Berjalan ................................................ 53
4.5.4. Current Application Architecture ...................................................... 54
4.5.5. Current Data Architecture ................................................................. 55
4.5.6. Target Application Architecture ........................................................ 55
4.5.7. Target Data Architecture ................................................................... 58
4.5.8. Gap Analysis Information Systems Architecture ............................... 59

4.6. Technology Architecture ........................................................................ 61

4.6.1. Current Network Topology ................................................................ 62
4.6.2. Target Network Topology .................................................................. 63
4.6.3. Gap Analysis Technology Architecture ............................................. 64

4.7. Opportunities and Solution .................................................................... 65

4.7.1. Benefits Diagram ............................................................................... 65

BAB V KESIMPULAN DAN SARAN ................................................................ 68

5.1. Kesimpulan ............................................................................................ 68

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 5.2. Saran ...................................................................................................... 69

DAFTAR PUSTAKA ............................................................................................ 70

LAMPIRAN .......................................................................................................... 73

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 DAFTAR GAMBAR

Gambar 2.1 Architecture Development Method (ADM) ........................................ 17

Gambar 2.2 Value Chain Analysis ......................................................................... 18
Gambar 2.3 Analisis SWOT ................................................................................... 15
Gambar 3.1 Struktur Organisasi PT. Indorama………………..…………………25
Gambar 3.2 Kerangka Pikir ................................................................................... 33
Gambar 4.1 Struktur Organisasi PT. Indorama ..................................................... 40
Gambar 4.2 Value Chain Diagram ........................................................................ 41
Gambar 4.3 Visit Customer, Claim & Complaint Flow Process ........................... 47
Gambar 4.4 Visit Customer & Process Development Flow Process ..................... 49
Gambar 4.5 Visit Customer & Customer Database (CDM) Flow Process ........... 51
Gambar 4.6 Use Case Diagram Customer Order ................................................. 56
Gambar 4.7 Application Communication Diagram ............................................... 57
Gambar 4.8 Data Dissemination Diagram ............................................................ 59
Gambar 4.9 Existing Network Topology ................................................................ 62
Gambar 4.10 Environment and Location Diagram ............................................... 63
Gambar 4.11 Benefits Diagram ............................................................................. 66

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 DAFTAR TABEL

Tabel 1.1 Masalah dan Dampak dalam sistem CRM di PT. Indorama ................... 4
Tabel 2. 1 Penelitian Terdahulu ............................................................................. 20
Tabel 3.1 Perbandingan Kerangka Kerja ............................................................... 27
Tabel 3.2 Timeline proses dari fase TOGAF ADM ................................................ 29
Tabel 3.3 Hasil Wawancara ................................................................................... 32
Tabel 4.1 Principle Catalogue ............................................................................... 36
Tabel 4.2 Ruang Lingkup Layanan Customer Relationship Management…..……42
Tabel 4.3 Analisis SWOT ....................................................................................... 45
Tabel 4.4 Gap Analysis Business Architecture ...................................................... 46
Tabel 4.5 Permasalahan Sistem Berjalan ............................................................... 52
Tabel 4.6 Solusi Permasalahan Sistem Berjalan .................................................... 53
Tabel 4.7 Gap Analysis Information Systems Architecture ................................... 60
Tabel 4.8 Gap Analysis Information Systems Architecture ................................... 60
Tabel 4.9 Gap Analysis Technology Architecture ................................................. 64
Tabel 4.10 Gap Analysis Topologi pada Technology Architecture ....................... 64

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 PERANCANGAN ARSITEKTUR ENTERPRISE TERHADAP
SISTEM CUSTOMER RELATIONSHIP MANAGEMENT
MENGGUNAKAN FRAMEWORK TOGAF ADM

ABSTRAK
Oleh : Feby Janiar Husein
Terdapat banyak perusahaan yang berfokus di bidang manufaktur, salah
satunya PT. Indorama. Dengan adanya teknologi informasi (TI) yang semakin maju
di setiap perusahaan dalam bidang manufaktur maka hal tersebut yang membuat
PT. Indorama dapat melakukan perencanaan strategi bisnis dan dapat menjalin
hubungan dengan customer yang akan dapat menciptakan peningkatan transaksi
pembelian dan penjualan produk secara kompetitif.
Perencanaan strategi bisnis dibutuhkan perusahaan di setiap aktivitas
bisnisnya agar dapat meningkatkan kepercayaan dan loyalitas pelanggan,
sedangkan untuk customer relationship management atau CRM, perusahaan
difokuskan dalam menjalin hubungan yang baik antara customer agar selalu setia
kepada produk yang dijual oleh perusahaan untuk waktu yang panjang.
Berdasarkan permasalahan tersebut, PT. Indorama membutuhkan perancangan
arsitektur enterprise yang dapat memenuhi aktivitas bisnis dan customer
relationship management melalui pemanfaatan TI yang ada.
Perancangan arsitektur enterprise dalam penelitian ini akan menerapkan
kerangka kerja atau framework TOGAF dengan metode yang dipakai yaitu metode
ADM yang dapat mendefinisikan dan menentukan strategi dan fungsi bisnis yang
berfokus ke area arsitektur enterprise. Perancangan ini akan melakukan beberapa
fase dalam analisanya, yaitu fase preliminary, arsitektur visi, arsitektur bisnis,
arsitektur teknologi, dan arsitektur peluang dan solusi. Hasil perencanaan dan
perancangan ini yaitu target model bisnis dan artefak dari setiap tahapan metode
ADM.

Kata Kunci : Arsitektur Enterprise, Customer Relationship Management, PT.

Indorama, TOGAF ADM

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 DESIGNING AN ENTERPRISE ARCHITECTURE OF CUSTOMER
RELATIONSHIP MANAGEMENT SYSTEM USING TOGAF ADM
FRAMEWORK
(CASE STUDY : PT. INDORAMA)

ABSTRACT
By : Feby Janiar Husein
There are many companies that focus on manufacturing, one of which is PT.
Indorama. With the increasingly advanced information technology (IT) in every
company in the manufacturing sector, this is what makes PT. Indorama can plan
business strategies and can establish relationships with customers which will be
able to create an increase in product buying and selling transactions in a
competitive manner.
Business strategy planning is needed by the company in every business
activity in order to increase customer trust and loyalty, while for customer
relationship management or CRM, the company is focused on establishing good
relationships between customers so that they are always loyal to the products sold
by the company for a long time. Based on these problems, PT. Indorama needs an
enterprise architecture design that can fulfil business activities and customer
relationship management through the use of existing IT.
The design of the enterprise architecture in this study will apply the TOGAF
framework with the method used, namely the ADM method which can define and
determine strategies and business functions that focus on the area of enterprise
architecture. This design will carry out several phases in its analysis, namely the
preliminary phase, the vision architecture, the business architecture, the
technology architecture, and the opportunity and solution architecture. The results
of this planning and design are business model targets and artifacts from each stage
of the ADM method.

Keywords: Enterprise Architecture, Customer Relationship Management, PT.

Indorama, TOGAF ADM

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