Perpustakaan Digital ITB

Changes always occur in people’s lives periodically likes implementation of new technology, restructuring organization, social culture change and other changes that are happen. These change has low success rate, based on analysis result Beer and Nohria proclaimed that “The brutal fact is that about 70% of all change initiatives fail. This failure often occurs because of too hasty in making change and lack of management in making the change itself. In 2016, Telkom also should facing the change of technology to manage their network, conduct the provisioning processes, network configuration, and fault management. The technology of manage network, network configuration, and fault management in the telco industry often called as Operation Support System (OSS). This technology change is due to the legacy technology which called TeNOSS (Telkom National Operation Support System) is no developed and no support anymore from the Clarity as the company of legacy technology. Therefore Telkom in accordance with the system policy should change their Operation Support System (OSS) immediately to manage network, network configuration and fault management. The new technology of Operation Support System called NOSS-F which is developed by PT. Oracle. Nevertheless in the implementation of new technology in STO Cirebon, there are several issues that arise and result in the lateness of fulfilment indihome service to the customers and brings negative impact on the sales ‘performance in Witel Cirebon. In this research, the researcher identifies the several issues that arise in the implementation of piloting project NOSS-F using root cause analysis by conducted focus group discussion towards the implementation team of the NOSS-F Project with all stakeholders in Witel Cirebon. The focus group discussion was conducted by using four successful business strategy PPIT (People, Process Information and Technology). From the root cause analysis is formulated 9 key point problems occurred during the implementation of NOSS-F in STO Cirebon such as: Awareness, Training, Data/Information, System/Technology, Migration Process, Resource, Knowledge, Business Process, and Error/Fallout Order. From the nine key problems, the researcher conducted the test on which key problem makes users unconfident to replace the system. By spreading questionnaire which was composed using the topic of the formulated nine key problems, the author did a survey using Likert Scale to figure out whether or not the all stakeholders in Witel Cirebon involved in the process of Indihome service fulfilment to the customers agree with how difficult the issues are that they faced during this NOSS-F implementation. From the survey, it shows that the migration process is the most difficult process by the users in Witel Cirebon in implementing the NOSS-F since the migration process made the time for the Indihome order late to input and finally contributed negative impacts on Indihome sales’ performance. In addition, other key problems respectively in order are Business Process, Error/Fallout Order, Data/Information, System/Technology, Resource, Knowledge, Awareness, and Training.