# Operasional IndoTrading

## Area Operasional Yang Dimonitor

| Area | Metrik Kunci | Sumber |
|------|-------------|--------|
| Logistik & Pengiriman | On-time delivery rate, avg delivery time | [TODO] |
| Customer Service | Ticket volume, resolution time, CSAT | [TODO] |
| Platform Uptime | Availability %, response time | [TODO] |
| Seller Health | Seller aktif, rating rata-rata, dispute rate | [TODO] |
| Buyer Experience | Return rate, complaint rate, NPS | [TODO] |
| Marketing | CAC per channel, ROAS, campaign performance | [TODO] |

## Data Source
> **TODO:** Integrasikan dengan sistem operasional:
> - [ ] Customer support ticketing system
> - [ ] Logistics partner API
> - [ ] Internal ops dashboard
> - [ ] Marketing analytics

## Cara Analisa Operasional

1. **Identifikasi bottleneck** — area mana yang paling menghambat growth?
2. **Cek SLA compliance** — apakah tim memenuhi target layanan?
3. **Korelasikan dengan KPI** — ops issue mana yang berdampak ke GMV/revenue?
4. **Prioritaskan berdasarkan impact** — fokus pada yang paling berdampak ke growth

## Eskalasi Issues

- **Critical** (butuh aksi hari ini): Platform down, fraud spike, logistics failure massal
- **High** (butuh aksi minggu ini): CS backlog tinggi, seller churn meningkat
- **Medium** (butuh aksi bulan ini): Conversion rate turun, AOV menurun