#TITLE_ALTERNATIVE#

• Main Author: AGUNG ADYAKSA (NIM 29105108), EKO
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/7754
• Institution: Institut Teknologi Bandung

Water is one of the people most primary needs and needed for almost every daily activities. As the only company which is authorized to provide clean water management and preparation service, PDAM Kabupaten Cirebon is expected to give a perfect quality service to the societies.<p> <br /> <br /> <br /> <br /> But PDAM Kabupaten Cirebon simply still have limitation in some important cases such as source of water, infrastructure, quality of human resources, and monetary. Scanning result of problem showing that root of most problems happened in PDAM Kabupaten Cirebon is the imbalance between advancing customers' requirements with companies operationals resources for making balance to the change. The company needs to plan and specify a strategy so it could deliver the best service and improve customers' trusts.<p> <br /> <br /> <br /> <br /> Some of 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 & Lewis, 2002) to make operations strategy for the PDAM Kabupaten Cirebon. <br /> <br /> <br /> <br /> Operations strategy matrix is 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, technology process and development and organizations as a reference in decisions making.<p> <br /> <br /> <br /> <br /> After the analysis process, there are several improvement recommendation that could be implemented to increase service quality of PDAM Kabupaten Cirebon. These recommendations are dominated by Development and Organizational factors, which include human resource, performance assessment, and service development. Therefore, it has shown that improvement in Development and Organization factor is the first step to be done to improve service quality.