Anisah Herdiyanti

PEMBUATAN STANDARD OPERATING PROCEDURE PENGEMBANGAN SISTEM INFORMASI MANAJEMEN: STUDI KASUS DPTSI ITS

DPTSI is an information technology unit in Institut Teknologi Sepuluh Nopember (ITS). One of its section is Subdit PSI who is responsible for developing Management Information Systems (MIS) application to other units in ITS. Some problems exist when there is no single procedure available, including unstandardized processes of software development and lack of control in software quality development. A standard operating procedure is needed for this purpose and is constructed according to IT governance best practice framework, i.e. ITIL v3 and COBIT 5. Prior the development of SOP, a gap analysis was conducted to find important activities in software development. As a result, 5 (five) SOPs and 14 forms were developed. The results were then validated through simulation and focus group discussion with Subdit PSI. The research contributes to the implementation of IT governance best practice framework and also serves as a reference for management to standardize IT management process.

THE SERVICE QUALITY OF INDONESIA’S LOGISTICS SERVICE PROVIDER IN PREPARATION FOR ASEAN ECONOMIC COMMUNITY

Logistics Service Providers (LSPs) in Indonesia will play an increasingly significant part in the ASEAN Economic Community (AEC). To prepare for the single market place at the end of 2015, Indonesia LSPs need to understand their existing situation and how they can improve their performance. The study follows a prior research on Thai LSPs and thus the same questionnaire was distributed to Indonesia LSPs and users. The SERVQUAL method was utilized to identify the gaps between the LSPs and users. It was found that neither Indonesia LSPs nor Thai LSPs can perform their service to meet with their customers’ expectation over the service delivered. The LSPs must improve their performance to satisfy their customers, which will directly drive product flows and eventually help them gain benefits from AEC.