Andy Maulana Primary Author

Teleplan Indonesia is an after-sales service company that handles product such as: Nokia cell phones, Blackberry cell phones, and Kodak cameras. Its headquarters is in Amsterdam and subsidiaries in other 22 sites around North America, Europe and Asia Pacific. And announced the 3C’s for after-market service solution: Computer, Communications and Consumer Electronics. Teleplan offers its customers: services tailored to customer needs, overall end-to-end service chain, and customer satisfaction. This research is a study of using value stream mapping tools to eliminate non-value-added process, simplify a process, reduce manual document transfer, improve turn-around time and cost saving at PT. Teleplan Indonesia. This research will explain the rationale behind, which is : topic that really interested for me, meet the university requirements, capable of handling, able to complete on time, able to gain access to collect data, able to link issues with the theory, and help to improve the company results. And I am specially focusing on Nokia cell phones, since from this customer, we got a score card to measure the turn-around time in our site. And will get bonus if we achieve it or penalty if we fail it. Although we already in positive result, I still see a lot of room for improvement, and in the end, the bonus we receive becomes higher and the customer will satisfy more. I try to analyze from inbound, to repair process and until shipment. The key drivers will be to identify organizational wastes and to propose a lean vision for the organization to deliver efficiency in workflow and most importantly, deliver value to stakeholders in a more streamlined, waste-free manner. And also suggest if there is a need for improvement in IT platform that currently using MFG/Pro or MNet (Mounternet). And the method is by observation that will draw “Current State” Value Stream Mapping (CSVSM), and then follow with the “Future State” Value Stream Mapping (FSVSM) with suggestions a plan for implementation. Any improvement can be seen in the “Future State” map.