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UNIVERSITAS BINA NUSANTARA_____________________________________________________________________

Program GandaSistem Informasi – ManajemenSkripsi Sarjana Program Ganda

Semester Ganjil 2007/2008

SKRIPSI PROGRAM GANDAPADA BINUS CENTER GROGOL

Rizqie Yusario Ifdhola0700706765

ABSTRAK

Dalam mempersiapkan diri menghadapi lingkungan yang penuh tantangan ini. Perusahaan yang saling bersaing harus mengetahui hal lain yang sangat penting untuk masa depan perusahaan sejauh mana perusahaan sudah memuaskan pelanggan. Masalah yang timbul yang harus dihadapi perusahaan adalah ketika pelanggan menginginkan lebih banyak informasi dan kemudahan berinteraksi dengan perusahaan. Customer Service merupakan suatu kegiatan yang telah dikembangkan sejak dahulu, namun baru sekarang manajemennya dikembangkan secara professional.

Customer Relationship Management (Manajeman Hubungan Pelanggan) merupakan salah satu pendekatan Customer Service yang berfokus pada pemeliharaan dan pembangunan hubungan jangka panjang dengan customer yang dapat memberikan nilai tambah bagi keduanya, baik untuk customer maupun perusahaan. Membina sebuah CRM merupakan aktivitas bisnis yang dapat dipraktekan oleh perusahaan dari waktu ke waktu. Oleh karena itu, perusahaan yang jeli, menggabungkan teknologi informasi dengan CRM. Teknologi dalam bentuk web sebenarnya berfungsi sebagai katalisator untuk CRM. Fungsi teknologi web sebagai katalisator utama yang mencegah perusahaan kehilangan sentuhannya dengan pelanggan. Gabungan dari keduanya dalam bisnis sering disebut sebagai e-CRM.

Metode penelitian dilakukan menggunakan analisis SWOT dan kuisioner dengan studi kasus BINUS CENTER Grogol. Alat analisis yang dipakai adalah Matrik Evaluasi Faktor Internal (IFE), Matriks Evaluasi Faktor Eksternal (EFE) dilanjutkan dengan Matriks SWOT, Matriks SPACE, Matriks Grand Strategy untuk mengidentifikasi strategi alternatif yang dapat diterapkan. Lalu strategi tersebut dihitung daya tariknya dengan menggunakan Matriks QSPM. Analisis dan perancangan sistem yang sesuai dengan menggunakan OOAD (Object oriented analysis and design).

Kata kunci:customer, perusahaan, CRM, e-CRM, OOAD

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KATA PENGANTAR

Puji serta syukur penulis panjatkan kehadiran Tuhan Yang Maha Esa karena atas berkat rahmat serta hidayah-Nyalah penulis dapat menyelesaikan penulisan skripsi ini secara tepat waktu.

Skripsi ini dibuat untuk memenuhi salah satu syarat kelulusan guna mencapai gelar kesarjanaan Strata 1 (S1) Fakultas Program Ganda Jurusan Sistem Informasi dan Manajemen Universitas Bina Nusantara.

Pada kesempatan ini, penulis ingin menghaturkan ucapan terimakasih yang sebesar-besarnya kepada seluruh pihak yang telah membantu serta mendukung terselesaikannya skripsi ini terutama kepada,

1. Bapak Prof. Dr. Gerardus Polla, M.App. Sc, selaku Rektor Universitas Bina Nusantara.

2. Bapak Johan, S.Kom, MM selaku ketua Jurusan Sistem Informasi, Fakultas Ilmu Komputer.

3. Bapak Idris Gautama, SE. S.Kom., MM. selaku ketua Jurusan Manajemen, Fakultas Ekonomi.

4. Bapak H. Imam Djajono, Ir. MM selaku dosen pembimbing skripsi dari Jurusan Sistem Informasi, Fakultas Ilmu Komputer yang telah membimbing penulis dalam menulis skripsi ini.

5. Bapak Robertus Tang Herman, SE. MM selaku dosen pembimbing skripsi dari Jurusan Manajemen, Fakultas Ekonomi yang telah membimbing penulis dalam menulis skripsi ini.

6. Seluruh Dosen Universitas Bina Nusantara yang telah memberikan bekal dan tuntutan dalam menyelesaikan gelar kesarjanaan ini.

7. Pihak BINUS CENTER Grogol yang telah banyak membantu dan memberikan kesempatan untuk mengadakan penelitian di BINUS CENTER Grogol, Terutama kepada,a. Ibu Rianawati, S.T selaku Branch Manager BINUS CENTER Grogol.b. Ibu Elda S. Tambara selaku General Manager BINUS CENTER Grogol.c. Ibu Ayu Rachmawati, S.Kom selaku Branch Manager BINUS CENTER

Syahdan yang selalu memotivasi dalam penyelesaian skripsi ini.

8. Keluarga yang selalu memberikan doa serta semangat agar penulis mendapat kemudahan dalam menyelesaikan skripsi ini.

9. Keluarga besar 09PAY angkatan 2003, yang saling bertukar pikiran, pandangan, mengisi serta memotivasi satu sama lainnya.

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10. Kerabat, rekan-rekan dan teman lainnya yang tidak dapat disebutkan satu persatu dengan sepenuh hati pikiran dan tenaga baik secara langsung ataupun tidak langsung.

Penulis menyadari penulisan skripsi masih jauh daripada kesempurnaan. Oleh karena itu penulis sangat mengharapkan saran serta kritik yang bersifat membangun dari para pembaca sekalian.

Akhir kata penulis haturkan terimakasih, semoga skripsi ini bermanfaat bagi para pembaca sekalian.

Jakarta, 26 Januari 2008

Penulis

Rizqie Yusario Ifdhola0700706765

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DAFTAR ISI

Halaman

ABSTRAK ............................................................................................................ ivKATA PENGANTAR ........................................................................................... vDAFTAR ISI ......................................................................................................... viiDAFTAR TABEL ................................................................................................. xiDAFTAR GAMBAR............................................................................................. xiiDAFTAR LAMPIRAN.......................................................................................... xvi

BAB 1 PENDAHULUAN ..................................................................................... 11.1 Latar Belakang ..................................................................................... 11.2 Identifikasi Masalah ............................................................................. 31.3 Ruang Lingkup..................................................................................... 31.4 Tujuan dan Manfaat Penulisan.............................................................. 41.5 Metodologi Penelitian........................................................................... 5

1.5.1 Riset Kepustakaan............................................................... 51.5.2 Survei.................................................................................. 5

1.6 Sistematika Penulisan ........................................................................... 6

BAB 2 LANDASAN TEORI................................................................................. 72.1 Teori-Teori Dasar/Umum ..................................................................... 7

2.1.1 Pengertian Sistem dan Pengertian Informasi........................ 72.1.2 Pengertian Sistem Informasi................................................ 82.1.3 Pemasaran........................................................................... 82.1.4 Internet ............................................................................... 9

2.1.4.1 World Wide Web...................................................... 92.1.5 Model Pemasaran Berbasis Web .......................................... 112.1.6 Analisa SWOT .................................................................... 132.1.7 Jenis Strategi ....................................................................... 142.1.8 Kerangka Perumusan Strategi Yang Komprehensif ............. 17

2.1.8.1 Tahap 1 : Tahap Masukan........................................ 172.1.8.1.1 Matriks EFE.............................................. 172.1.8.1.2 Matriks IFE............................................... 18

2.1.8.2 Tahap 2 : Tahap Pencocokan ................................... 182.1.8.2.1 Matriks SWOT.......................................... 182.1.8.2.2 Matriks SPACE......................................... 192.1.8.2.3 Matriks Grand Strategy ............................. 20

2.1.8.3 Tahap 3 : Tahap Keputusan...................................... 212.1.8.3.1 Matriks QSPM .......................................... 21

2.1.9 Teknik Pengumpulan Data .................................................. 212.1.10 Metode Analisis & Perancangan Sistem Berorientasi Objek 22

2.1.10.1 Analisis Problem Domain ...................................... 232.1.10.1.1 Kelas (Class) ........................................... 232.1.10.1.2 Struktur (Structure) ................................. 24

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2.1.10.1.3 Perilaku (Behaviour) ............................... 242.1.10.2 Analisis Application Domain ................................. 25

2.1.10.2.1 Kegunaan (Usage)................................... 252.1.10.2.2 Fungsi (Function) .................................... 262.1.10.2.3 Tampilan (Interface)................................ 27

2.1.10.3 Rancangan Arsitektural.......................................... 282.1.10.3.1 Kriteria (Criteria) .................................... 292.1.10.3.2 Komponen (Component) ......................... 302.1.10.3.3 Proses (Procces)...................................... 30

2.1.10.4 Rancangan Komponen........................................... 312.1.10.4.1 Komponen Model.................................... 312.1.10.4.2 Komponen Fungsi ................................... 312.1.10.4.3 Komponen Penghubung .......................... 32

2.1.11 MySQL ............................................................................... 322.1.12 PHP..................................................................................... 32

2.2 Teori-Teori Khusus .............................................................................. 332.2.1 Kepuasan Pelanggan .............................................................. 33

2.2.1.1 Pengertian Kepuasan Pelanggan............................... 332.2.1.2 Strategi Meningkatkan Kepuasan Pelanggan............ 33

2.2.2 Customer Relationship Management (CRM) .......................... 362.2.2.1 Sejarah CRM........................................................... 362.2.2.2 Definisi CRM .......................................................... 382.2.2.3 Keuntungan CRM.................................................... 392.2.2.4 Implementasi CRM.................................................. 412.2.2.5 Tujuan CRM............................................................ 432.2.2.6 Jenis Aplikasi CRM................................................. 45

2.2.3 Electronic Customer Relationship Management (e-CRM) ...... 462.2.3.1 Definisi e-CRM ....................................................... 462.2.3.2 Keuntungan e-CRM................................................. 46

BAB 3 ANALISIS SISTEM SEDANG BERJALAN DAN PEMBAHASAN ........ 483.1 Gambaran tentang BINUS CENTER .................................................... 48

3.1.1 Riwayat Perusahaan .............................................................. 483.1.2 Visi dan Misi Perusahaan ....................................................... 493.1.3 Kurikulum dan Instruktur....................................................... 513.1.4 Bentuk dan Program Pelatihan ............................................... 51

3.1.4.1 Workshop ................................................................ 523.1.4.2 Certified Professional Course .................................. 533.1.4.3 Inhouse Training ..................................................... 533.1.4.4 International Testing Center .................................... 543.1.4.5 TOEFL .................................................................... 543.1.4.6 Short Course............................................................ 543.1.4.7 Authorized Training................................................. 563.1.4.8 Special Class ........................................................... 57

3.1.5 Sarana dan Fasilitas................................................................ 583.1.6 Struktur Organisasi ................................................................ 603.1.7 Tugas dan Wewenang ............................................................ 61

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3.2 Sistem Yang Sedang Berjalan............................................................... 613.3 Analisa SWOT ..................................................................................... 653.4 Kerangka Perumusan Strategi yang Komprehensif................................ 70

3.4.1 Tahap 1 : Masukan................................................................. 703.4.1.1 Matriks IFE ............................................................. 703.4.1.2 Matriks EFE ............................................................ 72

3.4.2 Tahap 2 : Pencocokan ............................................................ 743.4.2.1 Matriks SWOT ........................................................ 743.4.2.2 Matriks SPACE ....................................................... 763.4.2.3 Matriks Grand Strategy ........................................... 79

3.4.3 Tahap 3: Tahap Keputusan..................................................... 793.4.3.1 Matriks QSPM......................................................... 80

3.5 Analisis Kuisioner ................................................................................ 833.6 Permasalahan yang dihadapi................................................................. 863.7 Usulan pemecahan masalah .................................................................. 86

BAB 4 RANCANGAN SISTEM YANG DIUSULKAN........................................ 884.1 Analisis Sistem..................................................................................... 88

4.1.1 Tujuan Sistem ........................................................................ 884.1.2 Definisi Sistem....................................................................... 884.1.3 Konteks.................................................................................. 904.1.4 Problem Domain .................................................................... 92

4.1.4.1 Class/Event Table .................................................... 924.1.4.2 Class........................................................................ 934.1.4.3 Cluster..................................................................... 974.1.4.4 Struktur ................................................................... 984.1.4.5 Statechart ................................................................ 100

4.1.5 Application Domain ............................................................... 1064.1.5.1 Gambaran Umum Penggunaan Sistem ..................... 1064.1.5.2 Function list............................................................. 1074.1.5.3 Sequence Diagram................................................... 108

4.1.6 User interface ........................................................................ 1164.1.7 Usulan Sistem yang baru ........................................................ 1164.1.8 Perancangan Layar ................................................................. 1244.1.9 Spesifikasi database............................................................... 138

4.2 Rancangan Sistem ................................................................................ 1454.2.1 Tujuan Perancangan Sistem.................................................... 1454.2.2 Sasaran Kualitas Sistem ......................................................... 1454.2.3 Platform Teknis ..................................................................... 146

4.2.3.1 Piranti Lunak dan Alat Bantu Rancangan................. 1464.2.4 Arsitektur............................................................................... 147

4.2.4.1 Arsitektur Komponen .............................................. 1474.2.4.2 Komponen Proses.................................................... 148

4.2.5 Tampilan Layar...................................................................... 1494.2.5.1 Tampilan Layar User ............................................... 1494.2.5.2 Tampilan Layar Member.......................................... 162

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4.2.5.3 Tampilan Layar Admin Marketing........................... 1694.2.5.4 Tampilan Layar Admin Operasional ........................ 1814.2.5.4 Tampilan Layar Admin Keuangan ........................... 189

BAB 5 SIMPULAN DAN SARAN........................................................................ 1925.1 Simpulan ............................................................................................ 1925.2 Saran ............................................................................................ 193

DAFTAR PUSTAKA ............................................................................................ 180RIWAYAT HIDUP ............................................................................................... 182LAMPIRANSURAT SURVEY

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DAFTAR TABEL

Halaman

Tabel 2.1 Kerangka Kerja Analisis Perumusan Strategi........................................ 17Tabel 2.2 Matriks SWOT ..................................................................................... 19Tabel 2.3 Aktifitas Pada Problem Domain ........................................................... 23Tabel 2.4 Proses Analisis Application Domain ..................................................... 25Tabel 2.5 Tahapan Rancangan Arsitektural .......................................................... 28Tabel 2.6 Kriteria ................................................................................................. 29Tabel 2.7 Komponen............................................................................................ 30Tabel 3.1 Tabel Tugas dan Wewenang Masing-Masing Divisi ............................. 61Tabel 3.2 Tabel Matriks IFE................................................................................. 71Tabel 3.3 Tabel Matriks EFE ............................................................................... 73Tabel 3.4 Tabel Matriks SWOT ........................................................................... 74Tabel 3.5 Matriks SPACE .................................................................................... 77Tabel 3.6 Matriks QSPM...................................................................................... 81Tabel 4.1 Class/event table................................................................................... 92Tabel 4.2 Function list ......................................................................................... 107Tabel 4.3 Prioritas Kriteria Rancangan................................................................. 145

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DAFTAR GAMBAR

Halaman

Gambar 2.1 Matriks SPACE .............................................................................. 20Gambar 2.2 Kerangka Berpikir .......................................................................... 47Gambar 3.1 Gambar Struktur Organisasi BINUS CENTER Grogol.................... 60Gambar 3.2 Matriks SPACE .............................................................................. 78Gambar 3.3 Matriks Grand Strategy .................................................................. 79Gambar 4.1 Rich Picture.................................................................................... 90Gambar 4.2 Gambar Cluster Dari Model Sistem ................................................ 98Gambar 4.3 Class Diagram Sistem .................................................................... 99Gambar 4.4 Statechart Member.......................................................................... 100Gambar 4.5 Statechart Marketing ...................................................................... 101Gambar 4.6 Statechart Operasional.................................................................... 101Gambar 4.7 Statechart Keuangan....................................................................... 102Gambar 4.8 Statechart News .............................................................................. 102Gambar 4.9 Statechart Events ............................................................................ 103Gambar 4.10 Statechart Articles .......................................................................... 103Gambar 4.11 Statechart Komentar Artikel ........................................................... 104Gambar 4.12 Statechart Pembayaran ................................................................... 104Gambar 4.13 Statechart Pengumuman ................................................................. 104Gambar 4.14 Statechart FAQ............................................................................... 105Gambar 4.15 Statechart Keluhan & Saran............................................................ 105Gambar 4.16 Usecase Diagram ........................................................................... 106Gambar 4.17 Sequence Diagram Member (mengecek) ......................................... 108Gambar 4.18 Sequence Marketing (update).......................................................... 109Gambar 4.19 Sequence Member (registrasi special time)...................................... 110Gambar 4.20 Sequence member (kirim keluhan & saran, komentar artikel, FAQ) 111Gambar 4.21 Sequence Marketing (reply keluhan & saran dan FAQ)................... 112Gambar 4.22 Sequence Operasional (cek special time)......................................... 113Gambar 4.23 Sequence Operasional (input nilai dan pengumuman) ..................... 114Gambar 4.24 Sequence Keuangan (update status pembayaran)............................. 115Gambar 4.25 Rancangan Layar Utama................................................................. 124Gambar 4.26 Rancangan Layar Home .................................................................. 125Gambar 4.27 Rancangan Layar Data Pribadi........................................................ 125Gambar 4.28 Rancangan Layar Jadwal Training .................................................. 126Gambar 4.29 Rancangan Layar Keuangan............................................................ 126Gambar 4.30 Rancangan Layar Keluhan & Saran ................................................ 127Gambar 4.31 Rancangan Layar Product Catalog ................................................. 127Gambar 4.32 Rancangan Layar Schedule & Registration ..................................... 128Gambar 4.33 Rancangan Layar Articles ............................................................... 128Gambar 4.34 Rancangan Layar FAQs .................................................................. 129Gambar 4.35 Rancangan Layar Contact Us.......................................................... 129Gambar 4.36 Rancangan Layar About .................................................................. 130Gambar 4.37 Rancangan Layar Pengumuman...................................................... 130Gambar 4.38 Rancangan Layar Login Admin ....................................................... 131

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Gambar 4.39 Rancangan Layar Main Menu ......................................................... 131Gambar 4.40 Rancangan Layar Product Catalog ................................................. 132Gambar 4.41 Rancangan Layar Articles ............................................................... 132Gambar 4.42 Rancangan Layar News & Event ..................................................... 133Gambar 4.43 Rancangan Layar Keluhan & Saran ................................................ 133Gambar 4.44 Rancangan Layar FAQ ................................................................... 134Gambar 4.45 Rancangan Layar Main Menu ......................................................... 134Gambar 4.46 Rancangan Layar Schedule ............................................................. 135Gambar 4.47 Rancangan Layar Registrasi............................................................ 135Gambar 4.48 Rancangan Layar FAQ ................................................................... 136Gambar 4.49 Rancangan Layar Pengumuman...................................................... 136Gambar 4.50 Rancangan Main Menu ................................................................... 137Gambar 4.51 Rancangan Layar Keuangan............................................................ 137Gambar 4.52 Komponen Arsitektur Rancangan sistem......................................... 147Gambar 4.53 Deployment Diagram...................................................................... 148Gambar 4.54 Halaman Home ............................................................................... 149Gambar 4.55 Halaman Product Catalog............................................................... 150Gambar 4.56 Halaman Detail Product Catalog .................................................... 150Gambar 4.57 Halaman Register ........................................................................... 151Gambar 4.58 Halaman Detail Register ................................................................. 151Gambar 4.59 Halaman detail Form Pendaftaran Online........................................ 152Gambar 4.60 Halaman Terima kasih (Register) .................................................... 152Gambar 4.61 Halaman Schedule & Registration................................................... 153Gambar 4.62 Halaman Request Special Time ....................................................... 153Gambar 4.63 Halaman Selesai Booking Special Time........................................... 154Gambar 4.64 Halaman Articles ............................................................................ 154Gambar 4.65 Halaman detail Article .................................................................... 155Gambar 4.66 Halaman detail Form Kirim Komentar ............................................ 155Gambar 4.67 Halaman Pesan Komentar Terkirim ................................................ 156Gambar 4.68 Halaman FAQ................................................................................. 156Gambar 4.69 Halaman detail Kirim Pertanyaan.................................................... 157Gambar 4.70 Halaman Pesan Pertanyaan Terkirim............................................... 157Gambar 4.71 Halaman Contact Us ....................................................................... 158Gambar 4.72 Halaman About ............................................................................... 158Gambar 4.73 Halaman Lupa Password ................................................................ 159Gambar 4.74 Halaman News ................................................................................ 159Gambar 4.75 Halaman Detail News...................................................................... 160Gambar 4.76 Halaman Events .............................................................................. 160Gambar 4.77 Halaman Detail Events.................................................................... 161Gambar 4.78 Halaman Utama Member ................................................................ 162Gambar 4.79 Halaman Data Pribadi ..................................................................... 162Gambar 4.80 Halaman Jadwal Training ............................................................... 163Gambar 4.81 Halaman Detail View Kelas............................................................. 163Gambar 4.82 Halaman Keuangan......................................................................... 164Gambar 4.83 Halaman Keluhan & Saran.............................................................. 164Gambar 4.84 Halaman Keluhan & Saran Terkirim............................................... 166Gambar 4.85 Halaman Product Catalog............................................................... 165

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Gambar 4.86 Halaman Schedule & Registration................................................... 166Gambar 4.87 Halaman Articles ............................................................................ 166Gambar 4.88 Halaman FAQs ............................................................................... 167Gambar 4.89 Halaman Contact Us ....................................................................... 167Gambar 4.90 Halaman About Binus Center .......................................................... 168Gambar 4.91 Halaman Pengumuman ................................................................... 168Gambar 4.92 Halaman Ubah Password ................................................................ 169Gambar 4.93 Halaman Product Catalog............................................................... 169Gambar 4.94 Halaman Jadwal Training Baru....................................................... 170Gambar 4.95 Halaman Pesan Kelas Tersimpan .................................................... 170Gambar 4.96 Halaman Detail Edit Modul ............................................................ 171Gambar 4.97 Halaman Pesan Produk Sudah Diedit .............................................. 171Gambar 4.98 Halaman Tambah Modul ................................................................ 172Gambar 4.99 Halaman Pesan Modul Baru Tersimpan .......................................... 172Gambar 4.100 Halaman Artikel ............................................................................. 173Gambar 4.101 Halaman Detail Artikel ................................................................... 173Gambar 4.102 Halaman Tambah / Edit Artikel ...................................................... 174Gambar 4.103 Halaman Hapus Artikel................................................................... 174Gambar 4.104 Halaman News & Events ................................................................. 175Gambar 4.105 Halaman Detail News / Events ........................................................ 175Gambar 4.106 Halaman Tambah / Edit News / Events............................................ 176Gambar 4.107 Halaman Hapus News / Events ........................................................ 176Gambar 4.108 Halaman Keluhan & Saran.............................................................. 177Gambar 4.109 Halaman Jawab Keluhan & Saran ................................................... 177Gambar 4.110 Halaman Pesan Keluhan / Saran Sudah Diedit ................................ 178Gambar 4.111 Halaman Hapus Keluhan / Saran..................................................... 178Gambar 4.112 Halaman FAQs ............................................................................... 179Gambar 4.113 Halaman Edit FAQ ......................................................................... 179Gambar 4.114 Halaman Hapus FAQ...................................................................... 180Gambar 4.115 Halaman Awal Operasional ............................................................ 181Gambar 4.116 Halaman Schedule .......................................................................... 181Gambar 4.117 Halaman Pendaftar Online .............................................................. 182Gambar 4.118 Halaman Jadwal Ujian .................................................................... 182Gambar 4.119 Halaman Nilai Peserta..................................................................... 183Gambar 4.120 Halaman Input/Edit Nilai Peserta .................................................... 183Gambar 4.121 Halaman Edit Schedule ................................................................... 184Gambar 4.122 Halaman Pesan Schedule Telah diubah ........................................... 184Gambar 4.123 Halaman Hapus Schedule................................................................ 185Gambar 4.124 Halaman Registrasi ......................................................................... 185Gambar 4.125 Halaman Special Time .................................................................... 186Gambar 4.126 Halaman Pendataan Kelas............................................................... 186Gambar 4.127 Halaman Pengumuman ................................................................... 187Gambar 4.128 Halaman Edit Pengumuman............................................................ 187Gambar 4.129 Halaman Hapus Pengumuman ........................................................ 188Gambar 4.130 Halaman Main Menu Keuangan...................................................... 189Gambar 4.131 Halaman Data Keuangan................................................................. 189Gambar 4.132 Halaman Pembayaran Peserta ......................................................... 190

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Gambar 4.133 Halaman Edit Keuangan ................................................................. 190Gambar 4.134 Halaman Hapus Pembayaran........................................................... 191

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DAFTAR LAMPIRAN

Halaman

LAMPIRAN 1 Wawancara SWOT ...................................................................... L1LAMPIRAN 2 Kuisioner Pengurutan SWOT....................................................... L2LAMPIRAN 3 Tabel Pairwise Comparison ......................................................... L3LAMPIRAN 4 Tabel Normalisasi ........................................................................ L5LAMPIRAN 5 Kuisioner Terhadap Peserta Pelatihan .......................................... L6