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DAFTAR ISI Halaman Judul ........................................................................................................ ii iii Persetujuan Laporan Tugas Akhir ....... Kesalahan! Bookmark tidak ditentukan. ................................................................... ............................................................................. iv Pengesahan Dewan Penguji ................. Kesalahan! Bookmark tidak ditentukan. Pernyataan Keaslian Tugas Akhir ........ Kesalahan! Bookmark tidak ditentukan.v ................................................................... Pernyataan Persetujuan Publikasi Karya Ilmiah Untuk Kepentingan Akademis .............................................................. Kesalahan! Bookmark tidak ditentukan. .............................................................................................................................. vi Ucapan Terimakasih ............................................................................................. vii Abstrak ...................................................................................................................viii ix Daftar Isi .................................................................................................................ix x Daftar Gambar...................................................................................................... xiii x Daftar Tabel ......................................................................................................... xiv xi xii Daftar Lampiran .................................................................................................. xvii Bab 1 Pendahuluan ................................................................................................. 1 1.1
Latar Belakang Masalah ........................................................................... 1
1.2
Rumusan Masalah .................................................................................... 4
1.3
Batasan Masalah ....................................................................................... 4
1.4
Tujuan Penelitian...................................................................................... 4
1.5
Manfaat Penelitian.................................................................................... 5
Bab 2 TINJAUAN PUSTAKA ............................................................................... 6 2.1
Tinjauan Pustaka ...................................................................................... 6
2.2
Definisi Evaluasi ...................................................................................... 9
2.3
Definisi Pelayanan .................................................................................... 9
2.4
Definisi Kualitas Pelayanan ................................................................... 11
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2.5
COBIT (Control Objectives For Information & Related Technology) .. 11
2.6
COBIT 5 ................................................................................................. 12
2.6.1
Prinsip Utama COBIT 5.................................................................. 15
2.6.2
Proses dalam framework COBIT 5 ................................................. 17
2.6.3
Domain COBIT 5 APO (Align, Plan, Organize) ............................ 19
2.6.4
Domain COBIT 5 APO11 (Manage Quality) ................................. 23
2.7
Tingkat Kapabilitas ................................................................................ 25
2.8
RACI CHART ........................................................................................ 31
2.8.1 2.9
RACI Chart APO11 ........................................................................ 32
Metode Perhitungan Guttman ................................................................ 32
2.9.1 2.10
Perhitungan Capability Level menggunakan Skala Guttman. ........ 33 Larissa Power System (LPS) .............................................................. 36
Bab 3 METODE PENELITIAN ........................................................................... 37 3.1
Metode Pengumpulan Data .................................................................... 37
3.1.1
Jenis Data ........................................................................................ 39
3.1.2
Sumber Data .................................................................................... 39
3.2
Metode Analisis...................................................................................... 40
Bab 4 HASIL DAN PEMBAHASAN ................................................................. 42 4.1
Objek Penelitian ..................................................................................... 42
4.1.1
Profil Singkat Larissa Aesthetic Center .......................................... 42
4.1.2
Visi dan Misi Larissa Aesthetic Center .......................................... 43
4.1.3
Tujuan Larissa Aesthetic Center ..................................................... 43
4.1.4
Sasaran Utama Larissa Aesthetic Center ........................................ 43
4.1.5
Struktur Organisasi Larissa Aesthetic Center Cabang I Semarang. 44
4.2
Hasil Penelitian ...................................................................................... 46
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4.2.1
Studi Dokumen ............................................................................... 46
4.2.2
Wawancara ...................................................................................... 47
4.2.3
Hasil Kuesioner ............................................................................... 48
4.3
Penilaian pada Setiap Level ................................................................... 60
4.4
Analisa GAP ........................................................................................... 69
4.4.1
Hasil Temuan APO11 (Mengelola Kualitas) .................................. 69
4.4.2 Penentuan Gap ..................................................................................... 75 4.5
Rekomendasi .......................................................................................... 80
4.5.1
Rekomendasi untuk setiap proses ................................................... 80
4.5.2
Rekomendasi terhadap Gap dalam Proses Atribut Level ............... 82
Bab 5 PENUTUP ................................................................................................. 85 5.1
Simpulan................................................................................................. 85
5.2
Saran ....................................................................................................... 87
DAFTAR PUSTAKA ........................................................................................... 88 LAMPIRAN .......................................................................................................... 90
DAFTAR GAMBAR
Gambar 2.1 Cakupan relatif antara COBIT 5 dan standar lainnya ...................... 13 Gambar 2.2 Lima prinsip utama COBIT 5 .......................................................... 15 Gambar 2.3Area Tata Kelola dan Manajemen ..................................................... 16 Gambar 2.4 Domain dan Proses dalam COBIT 5 ................................................ 17 Gambar 2.5 Model kapabilitas COBIT 5 ............................................................. 26 Gambar 2.6 Diagram RACI APO11 .................................................................... 32 Gambar 4.1 Struktur Organisasi Larissa Aesthetic Center Cabang 1 Semarang .. 44
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DAFTAR TABEL
Tabel 2.1 Penelitian Terkait .................................................................................... 7 Tabel 2.2 Penilaian kapabilitas ............................................................................ 33 Tabel 3.1 Tabel penilaian kapabilitas ................................................................... 41 Tabel 4.1 Kesimpulan hasil wawancara ................................................................ 47 Tabel 4.2 Identifikasi diagram RACI Manage Quality (APO11) ......................... 48 Tabel 4.3 Hasil kuesioner APO11.01 responden 1 ............................................... 50 Tabel 4.4 Rekapitulasi hasil kuesioner domain APO11.01 (Membangun sistem manajemen mutu) .................................................................................................. 53 Tabel 4.5 Rekapitulasi hasil kuesioner domain APO11.02 (Mendefinisikan dan mengelola standar kualitas, praktik dan prosedur)................................................ 54 Tabel 4.6 Rekapitulasi hasil kuesioner domain APO11.03 (Manajemen mutu fokus pada pelanggan) .......................................................................................... 55 Tabel 4.7 Rekapitulasi hasil kuesioner domain APO11.04 (Melakukan monitoring kualitas, kontrol dan ulasan) ................................................................................. 56 Tabel 4.8 Rekapitulasi hasil kuesioner domain APO11.05 (Mengintegrasikan manajemen mutu menjadi solusi bagi pembangunan dan pelayanan) .................. 57 Tabel 4.9 Rekapitulasi hasil kuesioner domain APO11.06 (Memastikan perbaikan terus-menerus)....................................................................................................... 58 Tabel 4.10 Rekapitulasi hasil perhitungan nilai kapabilitas APO11 (Manage Quality) ................................................................................................................. 59 Tabel 4.11 Tabel Dokumen Level 1 (APO11) ...................................................... 61 Tabel 4.12 Performance Management APO11 (Mengelola Kualitas) .................. 62
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Tabel 4.13 Work Product Management APO11 (Mengelola Kualitas) ................ 63 Tabel 4.14 Process Definition APO11 (Mengelola Kualitas)............................... 64 Tabel 4.15 Process Deployment APO11 (Mengelola Kualitas) ........................... 65 Tabel 4.16 Process Measurement APO11 (Mengelola Kualitas) ......................... 67 Tabel 4.17 Process Control APO11 (Mengelola Kualitas) .................................. 68 Tabel 4.18 Hasil Temuan APO11.01 (Membangun Sistem Manajemen Mutu) ... 69 Tabel 4.19 Hasil Temuan APO11.02 (Mendefinisikan dan mengelola standar, kualitas, praktik dan prosedur) .............................................................................. 70 Tabel 4.20 Hasil Temuan APO11.03 (Manajemen mutu fokus pada pelanggan) 71 Tabel 4.21 Hasil Temuan APO11.04 (Melakukan monitoring, kontrol, dan ulasan) ............................................................................................................................... 72 Tabel 4.22 Hasil Temuan APO11.05 (Mengintegrasikan manajamen mutu menjadi solusi bagi pembangunan dan pelayanan) ............................................... 73 Tabel 4.23 Hasil Temuan APO11.06 (Memastikan perbaikan terus menerus) .... 74 Tabel 4.24 Capability Level Proses APO11 (Mengelola Kualitas) ..................... 75 Tabel 4.25 Gap Capability Level APO11.01 (Membangun sistem manajemen mutu) ..................................................................................................................... 76 Tabel 4.26 Gap Capability Level
APO11.02 (Mendefinisikan dan mengelola
standar, kualitas, praktik dan prosedur) ................................................................ 77 Tabel 4.27 Gap Capability Level
APO11.03 (Manajemen mutu fokus pada
pelanggan) ............................................................................................................. 77 Tabel 4.28 Gap Capability Level APO11.04 (Melakukan monitoring, kontrol, dan ulasan) ................................................................................................................... 77 Tabel 4.29 Gap Capability Level APO11.05 (Mengintegrasikan manajamen mutu menjadi solusi bagi pembangunan dan pelayanan) ............................................... 78
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Tabel 4.30 Gap Capability Level
APO11.06 (Memastikan perbaikan terus
menerus) ................................................................................................................ 78 Tabel 4.31 Gap dalam Proses Atribut Level ......................................................... 79 Tabel 4.32 Tabel rekomendasi RACI Chart APO11 pada Larissa Aesthetic Center ............................................................................................................................... 83
DAFTAR LAMPIRAN
Lampiran 1 Aplikasi SI/TI yang mendukung proses bisnis .................................. 90 Lampiran 2 Hasil Wawancara ............................................................................... 92 Lampiran 3 Kuesioner ........................................................................................... 94 Lampiran 4 Hasil kuesioner ................................................................................ 120 Lampiran 5 Surat Keterangan Melakukan Penelitian ......................................... 126
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