CUSTOMER’S ORDER RESPONSE IMPROVEMENT USING LEAN OFFICE AT BFM

• Main Author: VANESSA FITRI SABUR (NIM : 29110396) Pembimbing : Prof. Togar M. Simatupang
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/19612
• Institution: Institut Teknologi Bandung

With BFM’s participant into the global market, the competition for BFM will be more intense. In 2012, the outside annual order plan has the value of 20.83% from annual plan order. In order to increase the orders outside annual plan, Customer’s Order Response play a significant role in fulfilling the customer satisfaction. The targeted Customer’s Order Response is 40 hours, but in 2012 the achievement is 80 hours. Data collection is done through interviews and observation in the involved subdivisions with Customer’s Order Response system in May 2012 – June 2013. From root cause analysis, the root causes of not achieving the target are BFM’s process is based on functional business process, and there isn’t integrated information sharing system. Solutions are made using Lean Office principle and Value Stream Mapping to create the desired condition. 10 alternatives future state has been made, and BFM has to select one. In these alternative future state VSMs, the suggested solutions were implemented to eliminate the waste that happened in the value stream. The time of customer’s order response that can be achieved in the designed future state map is 37 hours 22.2 minutes. The suggested solutions are: change the business process orientation of BMF into business process, omit bulk inventory adjustment process, integrate production planning adjustment with material planning adjustment process, integrate material inventory adjustment process with material order adjustment process, install ERP system, and add proposal order process into the customer’s order system. The suggested solutions are made for achieving the targeted customer’s order response time in the future state.