Agus Purnomo, DS and Toto Ramadhan, DS and ARI YULIADI, 133010259 (2016) USULAN PERBAIKAN PROSES BISNIS PENANGANAN CLAIM WARRANTY MENGGUNAKAN METODE IDEFØ dan BUSINESS SYSTEM PLANNING DI PT. A. Skripsi(S1) thesis, Fakultas Teknik Unpas.
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Abstract
A well fast Warranty claims handling service will make the customer satisfied product users, although there is a problem with its new product. In the case of warranty claim service at PT. A has a department that one of them dealing with the warranty claim is part of the Customer Support Dept. PT A get a warranty claim from the customer on average about 30% per year of the total product delivery, does not all of a customer claim is approved and become a warranty claim to be PT A repair / replace. The process of claim warranty on a product PT A is complex, and long, starting from the complaint that there is no dedicated account that receives complaint, the decision to claim the warranty is accepted or not too long after that the process of repair / replacement on claim problems occur quite long and not transparent, At the PT. A was no specific targets for the completion of this warranty claim. So that any incoming warranty claims take a long time, and the process flow is unclear and uncertain. The average settlement of warranty claim is average 20 days, while its rugged targets is 14 days. On the basis of the analysis is carried out current business processes, to produce a proposal business process better. Making the proposed business processes were performed using Business Process Reengineering and assistance methods Business System Planning (BSP). Then the proposal is modeled with IDEFØ and flow charts From the analysis process resulted in the proposal that has been done business processes, in terms of process flow, matrix lead time process, and the other supporting the proposal in order to get the business processes better, faster, clear and transparent. Keywords: Business Process Reengineering, Business system Planning, Warranty Claim A well fast Warranty claims handling service will make the customer satisfied product users, although there is a problem with its new product. In the case of warranty claim service at PT. A has a department that one of them dealing with the warranty claim is part of the Customer Support Dept. PT A get a warranty claim from the customer on average about 30% per year of the total product delivery, does not all of a customer claim is approved and become a warranty claim to be PT A repair / replace. The process of claim warranty on a product PT A is complex, and long, starting from the complaint that there is no dedicated account that receives complaint, the decision to claim the warranty is accepted or not too long after that the process of repair / replacement on claim problems occur quite long and not transparent, At the PT. A was no specific targets for the completion of this warranty claim. So that any incoming warranty claims take a long time, and the process flow is unclear and uncertain. The average settlement of warranty claim is average 20 days, while its rugged targets is 14 days. On the basis of the analysis is carried out current business processes, to produce a proposal business process better. Making the proposed business processes were performed using Business Process Reengineering and assistance methods Business System Planning (BSP). Then the proposal is modeled with IDEFØ and flow charts From the analysis process resulted in the proposal that has been done business processes, in terms of process flow, matrix lead time process, and the other supporting the proposal in order to get the business processes better, faster, clear and transparent. Keywords: Business Process Reengineering, Business system Planning, Warranty Claim
| Item Type: | Thesis (Skripsi(S1)) |
|---|---|
| Subjects: | S1-Skripsi |
| Divisions: | Fakultas Teknik > Teknik Industri 2016 |
| Depositing User: | Irwan Kustiawan |
| Date Deposited: | 07 Aug 2017 04:33 |
| Last Modified: | 07 Aug 2017 04:33 |
| URI: | http://repository.unpas.ac.id/id/eprint/28485 |
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