The Monitoring System of Troubleshooting And Handling By Mobile Indihome

Technician (Case Study: Telkom Pekanbaru)

Budi Puja Kusuma

Faculty of Engineering
Informatics Enginerring
Email : budypujakusuma@gmail.com

ABSTRACT
The monitoring system of reporting and assessment of IndiHome technician
performance results was finished by manually. Head Office (HO) provides a
warrant with directly to the technician if there is an installation request or a
network interruption report from the customer. However, HO can not monitoring
the technicians who are ready to be assigned. So that instructing the technician
who is running the task. Then, the technician goes to the customer address
without a clear route and process searching the location takes a long time.
Meanwhile, customers are still doing manual way in the process of filing
installation and network troubleshooting reports. They were not informed about
the identity of the technician who was coming to the house. If the task is
completed, customer service will call the customer to questioned the performance
of the technician. This system will be built with mobile-based with android
operating system and using JQuery Mobile framework. Eventually, HO can send
a warrant through the system. The system will display technicians who are in
ready to assign status. Technicians are also easy to find customer address
because the system is equipped with Location Based Service (LBS) feature.
Submission of installation and network troubleshooting reports are also made
through the system. Furthermore, the system also displays the identity of the
technician who will come to the house. After the technician completes the task, the
customer can provide a direct assessment through the system. Results kusioner
that has been spread showed that the total percentage of the value of aspects of
the system used was 89.00% or interpreted with strongly agree.

Keywords : Monitoring, Troubleshotting, Handling, Technician, Indihome,

Mobile