Abstract: The Witel Business Service Division is a division that is responsible for the operational sector of PT Telkom Telekomunikasi Indonesia. One of the operational areas in the Witel division is customer service. The task of contacting customer needs in the ICT field as well as the disruption that the customer is experiencing is the task of the marketing department. The marketing department visits or prospects to customers through visits, calls, emails, to each predetermined customer data. If the customer agrees with what marketing offers, a memorandum of understanding is made. Furthermore, marketing will report its activities to the manager. Manager has one of his duties to evaluate marketing performance. There are several parameters / criteria for evaluating marketing performance based on reports received. In this study, to assess marketing performance using the Fuzzy Inference System (FIS) Sugeno method, namely the process of making a mapping system from the input given to the output using fuzzy logic. Fuzzy variables are obtained from the criteria for Existing Customer Management, Acquisition of Subscription Contracts and PBC is Acquisition of Billing Complete which is then used as fuzzy input. The results of this study resulted in the Sugeno method of Fuzzy Interference System which can be applied at the calculation stage of the marketing performance assessment, where the value of each input variable is subject to fuzzification first. Furthermore, inference is made to the rules used and ends with the defuzzification stage in the form of calculating the score using the weighted average method. With the average weight value is in the range 41-89, and is in the good category in general, although there is a low value.

Keywords: Fuzzy Inference System (FIS), Fuzzy Logic, Sugeno Method

PDF | DOI: 10.17148/IJARCCE.2021.10101

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