DECISION MAKING ANALYSIS TO INCREASE CUSTOMERS SERVICE DELIVERY BY USING SIMPLE MULTI-ATTRIBUTE RATING TECHNIQUE IN THE OILFIELD SERVICES COMPANY

• Main Author: Jaya Prawira Yuda, Indra
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/68201
• Institution: Institut Teknologi Bandung

Oil and gas companies, Ofs and the entire global companies have been focused on cutting down operating expenditures, write-off assets and furloughs manpower in 2020 in order to survive and sustain in industry due to the impact of covid-19 pandemic which hit almost all over countries in the world. As demand declined, the maintenance cost of motor tools unable to charge to the customers, the company revenues declined significantly. Apart from that, the company is also receiving many complaints from customer due to unable to deliver better services. For instance, the 4-¾” Ultra series of motor tools is only able to generate revenues in 2020 for USD 1,92 million compared with last year, USD 16,01 million. To define the root cause and resolve this issue, we conduct a Why-Tree diagram and apply SMART analysis (Simple Multi-attribute Rating Technique). The best alternative solution is to invest and develop new motor tools with advanced technology and reduce the inventory footprints. The company is able to save maintenance costs approximately 53,33% or USD 204 million compared to current cost.