Perencanaan Portofolio Aplikasi Pada Contact Center Telkom Area Surabaya Menggunakan Pendekatan Blue Ocean Strategy (BOS) dan Balanced Scorecard (BSC)

Abstract

The tight competition in the contact center business is currently a strong reason for implementing the right business strategy to survive and win the competition. Blue Ocean Strategy (BOS) is the right business strategy to use in the face of competition. BOS can find new space in business that can improve business efficiency and performance processes. BOS will be integrated into the Balanced Scorecard (BSC) that will answer every challenge in a dynamic, innovative and measurable contact center business. The components in the contact center business will be mapped on the BOS curve then integrated into four perspectives in the BSC to obtain business needs which will then produce an application portfolio.

Keywords

• Balanced scorecard
• blue ocean strategy
• contact center
• perencanaan strategy sistem informasi