Purchasing Strategy to Improve On Time Delivery For Customer Support Division

• Main Author: Grimaldi 29115223, Gemma
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/27475
• Institution: Institut Teknologi Bandung

Aircraft Services is the only Business Unit in PT DI, which business portfolio is to provide Maintenance, Overhaul, Repair, Alteration for PT DI products (and also for Spare Parts support). Customer Support Division, under Aircraft Services Business Unit, is responsible for after sales services, with total sales value US$ 20 million in 2017, and targeted to reach US$ 100 million in the next two years. <br /> <br /> <br /> Up to now, Customer Support is handling around at least 17 programs to monitor (not to mention new incoming programs), and Customer Support is in urgent need of support of all related functions. The performance of Customer Support itself are measured mainly based on Quality, Cost, and Delivery. From time to time, customers have shown that they have less satisfaction to Customer Support, where they will issue warranty claim and penalty as per contract. The cost of warranty and penalty that has to be borne by PT DI in 2017 is approximately 5% of total sales. This issue will be major threat for Customer Support reaching their targeted sales. <br /> <br /> <br /> The main root cause of this poor performance is due to lack of purchasing strategy within the procurement, where all materials are purchased in the same manner. The impact of this issue is that it creates bottleneck in payment to vendors, and delay material delivery to PT DI, and therefore to Customers. <br /> <br /> <br /> In order to create Purchasing Strategy, first we identify and create material classification and/ or category. Thereafter, the most appropriate Purchasing Strategy will be identified for each material category. <br /> <br /> <br /> After the creation of Purchasing Strategy, that there will be no delay and bottleneck in purchasing, so Customer Support can fulfill its target and obligation to achieve the targeted On Time Delivery. <br /> <br /> Keywords: Purchasing Strategy, On Time Delivery, Customer Support, Warranty Claim <br /> <br />