INCREASING VALUE BY BUSINESS CONSULTANT INTEGRATED TOOLS IN INDONESIA’S LEADING SUPPORT EQUIPMENT AND AFTERMARKET DISTRIBUTOR

Abstract

Competition in business in the era of globalization is now getting stronger. For that a business requires a system that can work efficiently and effectively. Company in this research is one of the leading distributors of generators, forklifts and aftermarket spare parts in the coal mining sector in Indonesia. The speed and accuracy of service as well as the cost per unit of production become a reference for competition and consideration of choice by customers. Delays and errors in supply, products that are of low quality and age, will disrupt customer production according to plan, causing losses to customers and diverting purchases to other distributors. Company has implemented a service pattern, but as the service network, sales and competition increase, continuous improvement is a must. Excellent service is formed from the collaboration of all divisions in the distributor organization, both sales, procurement, inventory, engineering, infrastructure, and other related divisions. With the high frequency of communication and the large amount of data, the main thing that is needed is an integrated joint working medium. The implementation of integrated media is expected to align the company's service strategy with customer needs. This thesis method uses Critical to Quality (CTQ) combined with Quality Function Deployment (QFD) to determine the needs of Voice of Customer (VOC) and uses DMAIC as a framework approach.