IMPROVING THE SERVICE PERFORMANCE OF SUPPLY CHAIN MANAGEMENT DIVISION TO FULFILL THE INTERNAL CUSTOMER EXPECTATION USING SEVQUAL AND IMPORTANCE PERFORMANCE ANALYSIS METHOD (CASE STUDY IN PT PEMBANGUNAN PERUMAHAN (PERSERO) TBK.)

Abstract

Pembangunan Perumahan company (PT PP) is one of the construction company in Indonesia. Supply Chain Management as a new division in PT PP that responsible for procurement process not knowing the performance of the service that already delivered to the internal customer (project). Base on the observation, there are various opinion regarding to the quality of service that given by SCM PT PP that has an impact in smoothness of procurement and project. This project was done in SCM division PT PP company during internship program. The objective of this project is to know the quality of service, the point of service that can be improved, and how to improve the quality of service given by SCM Division to project which is expected to decrease the possibility of delay in procurement and project. The data collected through questionnaire that contain of 32 questions. The questionnaire refers to ServQual method and made by interviewing Head of Section in SCM Division. From Gap 5 Analysis of ServQual, all attributes still have a gap between importance and performance. To know which point is critical to be improved, Importance Performance Analysis has been used. From the analysis, there are five attributes need to be improved by SCM Division PT PP, those are Completed the Contract Documents Properly, Completed the Invoice on Time, Transportation of Material is Always under Surveillance, Conducting the Process of Receiving the Right Material and Services (Quantity, Quality, Time) to The Project and Always Provide Information Related to Material and Inventory as the Project. 5W-1H method used to find the best solution for the problem.