STUDY OF AFTER SALES SUPPORT ENHANCEMENT AT A LEADING HEAVY EQUIPMENT COMPANY

Abstract

Coal mining business continues to increase amid regional and global policies related to carbon emissions that continue to be voiced by the Indonesian government. On the other hand, large customers are still trying to increase production by opening new concessions or expanding the scope of their work area. To keep pace with this business growth, PT United Tractors as a distributor of heavy equipment continues to strive to improve product support in customer concession areas in order to provide easy access to both unit needs, spare parts and unit repair services. In this research will conduct an in-depth analysis related to the feasibility study of supporting infrastructure in the form of offices and warehouses with a methodology of calculating Net Present Value (NPV), Pay Back Period, Internal Return of Rate (IRR), profitability index and evaluation of project implementation so that it can provide comprehensive learning and added value for all stakeholders. In the other hand it will make easier for management to provide support of development necessary infrastructure in order to support site operations and improve after-sales service. This research uses DMAIC methodology (Define, Measure, Analysis, Improve and Control) as a guideline in running this project.