NEW SUPPLIER SATISFACTION INDICATORS AND DIMENSIONS FOR PT TELKOM INDONESIA

• Main Author: Ramadhan Cyrine Makarim, Aulia
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/63759
• Institution: Institut Teknologi Bandung

The telecommunications industry is currently very developed in Indonesia. With this rapid development, the development of telecommunications infrastructure in Indonesia, especially in remote areas, has begun to grow rapidly. PT Telkom Indonesia is one of the telecommunications service providers in Indonesia that plays a role in the development of the telecommunications industry in Indonesia. In the process, Telkom does not act alone because of the lack of technology. Therefore, Telkom cooperates with its suppliers to procure both technology and knowledge to assist with all projects and business processes that occur at Telkom. Because Telkom cooperates with its suppliers, Telkom needs to know whether its suppliers are satisfied with Telkom's performance or not, because this will affect their relationship in the future. To measure the level of supplier satisfaction itself, Telkom uses dimensions and indicators from one source without any further study. This causes false alarms where there are indicators that do not need to be measured but are measurable, and some that are supposed to be measurable but are not measurable. Therefore, Telkom needs to update these indicators and dimensions to be more current in accordance with Telkom's goals and needs so as not to cause a false alarm. This research aims to identify the causes of the old indicators and dimensions that Telkom uses that are lacking, what performance is not measurable and recommend new indicators and dimensions for measuring the satisfaction level of Telkom's suppliers. The method used in this research is qualitative by using interview and FGD methods to find primary data, namely the root cause and also answers to research questions, and also literature studies to find secondary data, namely literature related to supplier satisfaction levels. This research generates 7 new dimensions and 37 new indicators, which these new dimensions and indicators will be used to replace the old dimensions and indicators. In addition to the submission of new dimensions and indicators, there are also recommendations given to Telkom regarding technical matters related to the measurement of supplier satisfaction. The recommendation is to review the content of the supplier satisfaction level survey on a regular basis and also create a special team or division that takes care of supplier relationship management. Solutions related to new dimensions and indicators as well as recommendations for Telkom are expected to help Telkom work more optimally and also measure supplier satisfaction levels according to Telkom's needs.