IMPROVING QUOTATION PROCESS OF SPARE PARTS ON AFTER SALES SERVICE BUSINESS (Study Case : PT. Voith Paper)

• Main Author: Suherdiman, Yudie
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/38836
• Institution: Institut Teknologi Bandung

The after sales service business is a parts of the Original Equipment Manufacturers (OEM’s) strategy to strengthen the financial performance of the company. Many multinational companies operate over the countries to serve the after sales service. PT. Voith Paper as sister company of Voith is a company to serve after sales service business of paper machine manufacturer. The first step in the business of spare parts on after sales service is given feedback request for quotation received (RFQ) from customer in form of quotation, the fast response in the RFQ process given benchmarking customer responsiveness at a critical stage in the customer journey. Provided fast response RFQ in form of quotation has challenge particularly for the company act as operating unit to serve after sales service business. The challenges are the availability of the data, outdated or missing price, quality of inquiry itself, people, and process within the organization that supported the business. To solve the challenge in process quotation of spare parts business to become faster some alternatives solution by lean leadership and lean digital approach given. Analytical Hierarchy Process (AHP) method were used to select and given a picture of the best alternative solution, and the result combine lean leadership and lean digital approach as selected to increase speed of quotation process of spare parts on after sales service business.