Service Improvement and Minimization of Complaints on Operational Car Transportation Services at PT X

Abstract

PT X is a cigarette company in Indonesia, the problems that occur with the company are related to the
provision of transportation services that are less than optimal because there is no support system to
improve services such as service data has not been recorded real time, division of tasks driver and vehicles
that are less than optimal, and problems with user complaints because they are not fully met. The average
unfulfilled demand during June-December 2022 is 2.54%, while the company's hope is to fulfil all
requests. The method used to solve the problem is the DMAIC Method along with several tools like
SMART Target, 5 Why Analysis, and RACI Matrix. There are no efforts to deal with the problem support
system is to analyze business process early and create a TOSS system framework (Transport Support
System) to support transportation services. The effort to overcome user complaints is to use 5Why Analysis
and cooperate with external transportation service providers. The implementation of the work was carried
out for two months and had a good impact, namely the average unfulfilled demand decreased to 0.47%.
Controlling the results of repairs is by following the system work step design and using the RACI Matrix.