Usulan Perbaikan Proses Bisnis Penanganan Claim Warranty Menggunakan Metode IDEF dan Business System Planning Di PT. UNITED TRACTORS PANDU.

摘要

A well fast Warranty claims handling service will make the customer satisfiedudproduct users, although there is a problem with its new product. In the case ofudwarranty claim service at PT. United Tractors Pandu Engineering (PT. UTPE)udhas a department that one of them dealing with the warranty claim is part of theudCustomer Support Dept. PT UTPE get a warranty claim from the customer onudaverage about 30% per year of the total product delivery, does not all of audcustomer claim is approved and become a warranty claim to be PT UTPE repair /udreplace.udThe process of claim warranty on a product Patria is complex, and long, startingudfrom the complaint that there is no dedicated account that receives complaint, theuddecision to claim the warranty is accepted or not too long after that the process ofudrepair / replacement on claim problems occur quite long and not transparent, Atudthe PT. UTPE was no specific targets for the completion of this warranty claim.udSo that any incoming warranty claims take a long time, and the process flow isudunclear and uncertain. The average settlement of warranty claim is average 20uddays, while its rugged targets is 14 days.udOn the basis of the analysis is carried out current business processes, to produceuda proposal business process better. Making the proposed business processes wereudperformed using Business Process Reengineering and assistance methodsudBusiness System Planning (BSP). Then the proposal is modeled with IDEFØ udFrom the analysis process resulted in the proposal that has been done business udprocesses, in terms of process flow, matrix lead time process, and the otherudsupporting the proposal in order to get the business processes better, faster, clearudand transparent.ududKeywords: Business Process Reengineering, Business system Planning, WarrantyudClaim