DESIGN OF OPERATIONS STRATEGY SERVICE QUALITY IMPROVEMENT OF PDAM KOTA BANDUNG

• Main Author: Medita Saraswati (NIM 291 05 305), Ayu
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5821
• Institution: Institut Teknologi Bandung

Abstract : <br /> <br /> <br /> <br /> <br /> Water is one of the people primary needs in almost all activities, such as industry, government, business, and household. PDAM Kota Bandung is the only one company which is given mandate by government to supply clean water to the community. Therefore, PDAM Kota Bandung must improve service quality to deliver their best service to the community, especially in Bandung. The primary problem or issue in this case is low service quality that is provided by PDAM Kota Bandung. Several data has shown that service coverage is only 63%, amount of complaints solved is only 57.39% on average, quality, quantity, and continuity of water flow are still low. Problem investigation has shown that unbalance between market requirement and operational resource has become the root problem. Therefore, the company must identify the causes of low service quality and make plans of strategy which could deliver the best service and improve customers trusts. To formulate an alternative company strategy, there is a need for external and internal identification environment process from interview with the authority which compact with secondary data and literature studies. The main market requirements of PDAM service are service coverage, quality, quantity, and continuity of water flow, service ease, complaint handling, speed to handle new customers, and water meter measurement. To provide their market requirements the researcher tried to use operations strategy matrix (Slack and Lewis, 2002) to make operations strategy for the PDAM Kota Bandung. Operations strategy matrix is the matrix that can be used to explain operations strategy as reconciliation or intersection of market requirement like quality, speed, dependability, and cost, with operations resources owning the company like capacity, supply network, process technology and development and organizations to help management making decisions in operations resources to fit and satisfy market requirements. From data processing, there are several improvement recommendation that could be implemented to increase service quality of PDAM Kota Bandung. These recommendations are dominated by Development and Organizational factors, which include human resource, performance assessment, and service development (program implementation). Therefore, it has shown that improvement in Development and Organization factor is the first step to be done to improve service quality.