Jusron Azhar Basyir, Jusron (2021) Penerapan Lean Service Sebagai Upaya Meningkatkan Kualitas Pelayanan Penjualan Spare Part Chain Conveyor Pada Perusahaan Trading Indonesia. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Perusahaan trading Indonesia adalah subsidiary trading Jepang yang menyediakan kebutuhan spare part chain conveyor dan power transmission unit untuk sektor industri food and beverage sampai mining. Perusahaan ini harus melakukan perbaikan untuk meningkatkan pelayanan kepada pelanggan sesuai salah satu fokus perbaikan perusahaan adalah pada respon pelayanan dan penentuan terhadap kebutuhan pelanggan, dari hasil survei ke pelanggan pada fiscal year tahun 2019 ada 33% customer not satisfied atas pelayanan yang perusahaan berikan. Penyebab dari ketidakpuasan pelanggan adalah respon penanganan inquiry yang terlalu lama, kesalahan identifikasi produk sampai keterlambatan pengiriman. Hal ini diindikasikan terjadi karena terdapat aktivitas aktivitas yang merupakan pemborosan seperti waktu proses yang panjang akibat ketidaklancaran komunikasi antar divisi. Untuk memperbaiki kinerja perusahaan maka akan digunakan pendekatan Lean Service. Pendekatan ini akan mengindentifikasi dan membuat rekomendasi untuk mengeliminasi atau mengurangi waste. Langkah awal penelitian ini adalah menentukan value dari sudut pandang pelanggan, diteruskan dengan membuat Service Value Stream Mapping untuk mengidentifikasikan waste. Selanjutnya adalah menganalisa akar penyebabnya terjadinya pemborosan dengan menggunakan fishbone diagram. Untuk menentukan waste kritis dilakukan dengan mengadopsi metode Failure Mode Effect Analysis (FMEA). Waste kritis yang teridentifikasi yaitu waiting dan unclear communication. Akar penyebab waste kritis yang diprioritaskan untuk ditindaklanjuti akan dicari penyebab dan formulasi rekomendasi perbaikan. Hasil penelitian adalah rekomendasi perbaikan dari akar penyebab waste kritis berupa penambahan fungsi kontrol pada dokumen treceability ke logistik, penambahan akses dan pelatihan sistem NAV untuk penanganan order dan perbaikan SOP approval spesifikasi dari pelanggan pada proses penanganan order. Dengan perbaikan ini diharapkan proses dapat dilakukan 1x24 jam, sehingga pelanggan akan secepatnya menerima barang pesanan mereka dan tidak ada keluhan kesalahan spesifikasi. ======================================================================================================= An Indonesian trading company is a Japanese trading subsidiary that provides spare parts for chain conveyors and power transmission units for the food and beverage to mining industry sectors. This company must make improvements to improve service to customers according to one of the focuses of company improvement is on service response and determination of customer needs, from several surveys to customers in the 2019 fiscal year there were 33% customer not satisfied with the service the company provided. The causes of customer dissatisfaction are the response to the handling of inquiries that are too long, misidentification of products to late delivery. It is indicated that this occurs because there are activities which are wasteful, such as long processing times due to poor communication between divisions. To improve company performance, the Lean Service approach will be used. This approach will identify and make recommendations to eliminate or reduce waste. The initial step of this research is to determine value from the customer's point of view, followed by creating a Service Value Stream Mapping to identify waste. Next is to analyze the root cause of waste by using a fishbone diagram. To determine critical waste is done by adopting the Failure Mode Effect Analysis (FMEA) method. The root causes of critical waste which are prioritized for action will be searched for the causes and formulation of recommendations for improvement. The results of the research are recommendations for improvement from the root causes of critical waste. The results of the research are recommendations for improvement of the root causes of critical waste in the form of adding control functions to the traceability document to logistics, adding access and training to the NAV system for order handling and improving the SOP, required specification approval from customers. With this improvement, it is hoped that the process can be carried out in 1x24 hours, so that customers will receive their ordered items as soon as possible and there will be no complaints about specification errors.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Trading, Waste, Lean Service, Service Value Stream Mapping, Fishbone Diagram, Failure Mode Effect Analysis. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD1393.25 Business enterprises H Social Sciences > HD Industries. Land use. Labor > HD38.7 Business intelligence. Trade secrets |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Jusron Azhar Basyir |
| Date Deposited: | 24 Feb 2021 00:20 |
| Last Modified: | 24 Feb 2021 05:15 |
| URI: | https://repository.its.ac.id/id/eprint/82728 |
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