Authorized Service Center Selection: A Case Study of An SME Company Sri Susilawati Islam (a*),Muhammad Wahid MalikAljabar (b)
a Industrial Engineering Program Study, Sampoerna University, South Jakarta, Indonesia
b Industrial Engineering Program Study, Borobudur University, East Jakarta, Indonesia
Abstract
The service center is one of the important activities in the After Sales Company. Most of the companies make a partnership with the Authorized Service Centers (ASC) to support their business. Selecting the ASC is the first step before engaging with the partnership. The necessary parameter in this research to select the ASCs is a Service Level Agreement (SLA) factor, which relate to the readiness, capability and skills from the ASCs. This study applies qualitative method by using two stages. The first is the analysis of the problem indicators that affect the percentage of SLA use the Fault Tree Analysis method, then the second stage determine the criteria to select ASCs using Analytical Hierarcy Process. The result finds that the problem of the Out SLA category is the availability of the spare parts, the estimated waiting time is 86400 minutes or equivalent to 60 days. Waiting time parameter also has relevance to determine the criteria to select the ASCs. Cost is the criteria which has the highest nominal weights of 1.89 points affected by waiting time parameter.
Keywords: authorized service center selection; service level agreement
