IMPLEMENTATION OF VALUE STREAM MAPPING TO REDUCE WASTEIN WARRANTY CLAIM PROCESS AT COMMERCIAL VEHICLE AUTOMOTIVE COMPANY

Abstract

In the automotive industry, after-sales service becomes one of the marketing
strategies used. The obstacles arose when there was a problem with the
products, but the services-related follow-up decisions problem report from
customers seems too long because the information delivered by the dealer has
not been fulfilled. This research aims to identify waste and implement
improvements that can reach the standard after-sales service time set by the
company. This study uses the value stream mapping (VSM) method combined
with a root cause analysis approach to reduce waste. The problem
identification found that the most prolonged decision was the starting system.
Then, the dominant waste is a waiting process. The VSM improved processing
time efficiency by 34.47% or 33.97 hours (1.4 days). This result proved that
the overall reporting time reached 60 hours (2 days) as the company target.