PERANCANGAN INSTRUKSI KERJA REGISTRASI VENDOR DAN VENDOR MANUAL BOOK SEBAGAI OPTIMALISASI KINERJA VENDOR MANAGEMENT DENGAN MENGGUNAKAN ROOT CAUSE ANALYSIS (STUDI KASUS: PT ELNUSA TBK)

Abstract

Abstrak

Penelitian ini bertujuan untuk menganalisis kualitas layanan Vendor Management di PT Elnusa Tbk menggunakan metode KANO dan E-SERVQUAL. Melalui kuesioner KANO yang melibatkan 31 responden dari departemen Supply Chain Management, ditemukan bahwa seluruh item pernyataan valid dan reliabel menggunakan uji validitas dan uji reliabilitas. Analisis KANO menunjukkan 22 item termasuk dalam kategori O (One-dimensional) dan 7 item termasuk kategori I (Indifferent) dari 29 item. Item layanan dengan nilai CSIB tertinggi adalah T5 (Mudahnya akses login dan logout VMS) dengan nilai 0,783, yang dapat meningkatkan kepuasan layanan hingga 70,0%. Pada kuesioner E-SERVQUAL yang meibatkan 28 responden dari pihak mitra kerja atau calon mitra kerja PT Elnusa Tbk, dimensi dengan gap terbesar adalah Contact dengan gap -0,3929, diikuti oleh Responsiveness (-0,2976), Compensations (-0,3214), Reliability (-0,2449), Efficiency (-0,2143), Fulfillment (-0,1905), dan Privacy (-0,0952). Berdasarkan hasil tersebut, dirancang beberapa usulan perbaikan dengan menggunakan fishbone diagram. Selanjutnya perancangan Instruksi Kerja Registrasi Vendor dan Vendor Manual Book diusulkan untuk mengatasi masalah yang diidentifikasi, seperti sulitnya akses login dan logout VMS sebagai pengembangan standardisasi penerimaan dan pengelolaan perusahaan menjadi vendor.

Kata kunci: KANO, ESERVQUAL, RCA, Instruksi Kerja Registrasi Vendor, Vendor Manual Book

Abstract

This study aims to analyze the service quality of Vendor Management at PT Elnusa Tbk using the KANO and E-SERVQUAL methods. Through the KANO questionnaire involving 31 respondents from the Supply Chain Management department, it was found that all statement items were valid and reliable using validity and reliability tests. KANO analysis showed that 22 items were in the O (One-dimensional) category and 7 items were in the I (Indifferent) category out of 29 items. The service item with the highest CSIB score was T5 (Ease of login and logout of VMS) with a score of 0.783, which can increase service satisfaction by up to 70.0%. In the E-SERVQUAL questionnaire, involving 28 respondents from PT Elnusa Tbk's partners or prospective partners, the dimension with the largest gap was Contact with a gap of -0.3929, followed by Responsiveness (-0.2976), Compensations (-0.3214), Reliability (-0.2449), Efficiency (-0.2143), Fulfillment (-0.1905), and Privacy (-0.0952). Based on these results, several improvement suggestions were designed using a fishbone diagram. Furthermore, the design of the Vendor Registration Work Instructions and Vendor Manual Book was proposed to address identified issues, such as the difficulty of logging in and out of the VMS for developing and managing standardization of company acceptance as a vendor.

Keywords: KANO, ESERVQUAL, RCA, Vendor Registration Work Instructions, Vendor Manual Book