Value Chain Analysis on the Logistics Management as the Basis for Strategy Formulation to Increase Customer Satisfaction (Case Study in PT.Coca-Cola Amatil Indonesia - Plant East Java)

https://doi.org/10.22146/aij.v1i1.24991

Dian Setyawati(1), Imam Santoso(2), Mas’ud Effendi(3*)

(1) Department of Agroindustrial Technology, Faculty of Agricultural Technology, Universitas Brawijaya, Indonesia
(2) Department of Agroindustrial Technology, Faculty of Agricultural Technology, Universitas Brawijaya, Indonesia
(3) Department of Agroindustrial Technology, Faculty of Agricultural Technology, Universitas Brawijaya, Indonesia
(*) Corresponding Author

Abstract


PT. Coca-Cola Amatil Indonesia (PT. CCAI) - Plant East Java as a carbonated soft drinks manufacturer is experiencing a mismatch between planning and realization of product shipments shown by fullfilment and delivery mismatch among the company target at difotai (delivery infull ontime accurately invoice). This thing was d ue to an incompatibility among logistics management activities, so it is necessary to do value chain analysis to find out which activity is the cause of nonconformities in order to do strategy formulation improvement to enhance customer satisfaction. The purpose of this study was to determine the advantages and disadvantages of logistics management in PT.CCAI - Plant East Java and make it as one of the basis for strategy formulation to improve customer satisfaction with value chain analysis approach. This research used descriptive analytical method. The data was obtained by distributing questionnaires to the Warehouse and Transportation in PT. CCAI - Plant East Java and analysed using fuzzy AHP method. The results showed that the overall weight of the main activities in a row from the top was the activity of supply management, information flow and order processing, demand planning and operations, and transportation. Some things on the transportation activities that needed to be improved as the basis for the strategy formulation, among others, operational procedure, the carrying capacity of the facility, as well as the socialization and communication of problems and changes handling.

Keywords


Logistics management; Strategy formulation; Value chain analysis

Full Text:

PDF


References

Bartolacci, Francesca. Activity Based Costing in the Supply Chain Logistic Activities Cost Analysis. 2004. Departement of Institute Economic of Financial.Universita di Macerota. Macerota

Boorom, Michael L, Jerry R. Goolsby and Rosemary P. Ramsey. 1998. Relational Communication Traits and Their Effect on Adaptiveness and Sales Performance. Journal of The Academy of Marketing Science. vol. 26, p. 16-20

Ferdinand, Augusty. 2000. Manajemen Pemasaran: Sebuah Pendekatan Stratejik. Research Paper Series, Magister Managemen Undip. Semarang

Haming, Murdifin and Nurnajamuddin, Mahfud. 2007. Manajemen Produksi Modern. Bumi Aksara. Jakarta

Hansemark, O. C. and Albinson, M. 2004. Customer Satisfaction and Retention: The Experiences of Individual Employees. Journal of Managing Service Quality Volume 14 No.1, pp. 40- 57

Mirdah, A. dan A.I. Tenaya. 2000. Upaya Menghadapi Perubahan Lingkungan Strategis dengan Membangun dan Meraih Competitive Advantage Melalui Value Chain Analysis dan Kemitraan. Jurnal Akuntansi dan Bisnis Volume 3 No 1 Tahun 2008. Hal : 5-12

Patterson, Paul. G., Johnson, L. W., & Spreng, Richard. A. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of Academy of Marketing Science, 25(1), 4-17

Pierce, J. A. and R. B. Robinson Jr. Manajemen Strategik : Formulasi, Implementasi dan Pengendalian. Diterjemahkan oleh Ir. Agus Maulana MSM. 1997. Binarupa Aksara. Jakarta

Porter, Michael, E. 1998. Competitive Strategy. The Free Press. New York

Puspita, Agnes. 2009. Analisis Rantai Nilai pada Quality Management System Produk Susu Bubuk Sebagai Dasar Perumusan Strategi Keunggulan Bersaing. Fakultas Teknologi Pertanian. Malang

Suzaki, Kiyoshi. 1991. Tantangan Industri Manufaktur. Penerapan Perbaikan Berkesinambungan. Saduran oleh Kristianto Jahja. Productivity & Management Consultant. Jakarta



DOI: https://doi.org/10.22146/aij.v1i1.24991

Article Metrics

Abstract views : 7500 | views : 7903

Refbacks

  • There are currently no refbacks.


Copyright (c) 2017 Dian Setyawati, Imam Santoso, Mas’ud Effendi

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.