#TITLE_ALTERNATIVE#

• Main Author: Resaprianto (NIM 19004093), Ivan
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/6323
• Institution: Institut Teknologi Bandung

ABSTRACT: <br /> <br /> <br /> <br /> Telecommunication industry now has grown fast due to the rapid growth of people. Now, the telecommunication webs also reachable in village are around Indonesia. For reaching those customers, it requires a distribution process that is efficient with the appropriate channels distribution choices. Appropriate choice of distribution channels means the channels distribution which could reach the market based on the desired target market and enable the company to responsive with the changes that happen in market. With widen and complex of distribution channel will require a coordination to manage their activities and information flow. Coordination which means to manage the dependencies among activities and divisions in distribution process will be needed in order to reaching the company vision, mission, and strategic goals. Because of that, the stressed on supply chain coordination will make the company to be more responsive and opened in the changes on the industry especially in the market. <br /> <br /> <br /> <br /> Telkomsel, as the market leading company in cellular telecommunication in Indonesia have wide distribution webs with making cooperation as to become distribution channels. Although Telkomsel has its own distribution channel; Grapari, still will not able to serve customers spreads around Indonesia. The problem that Telkomsel face today is products return from the customers that because of product defect. Several departments and divisions involved in this problem such as Channel Management, Regional Area, Authorized Dealer, and Card Production especially on Quality Control also handling this problem by addressing the root cause. Several root causes found and deliver in the business process are lack of employee number in Quality Control has made several products missed to be inspected both on physical quality or web signaling, also several employees miss to activate or injecting the number on the sim card cellular. Several ideas of solution to solve the problem like adding the number of employees in Quality Control division, have more training to employees especially in accuracy of product activation, and new coordination mechanism between Card Production and Headquarters will solve the defect products problem so that it will not happen products return in distribution process.