Title :
Quality planning improvement with lean six sigma approach and economic valuation with willingness to pay: Case in PT Telekomunikasi Indonesia
Author :
Sitorus, Palti Maruli Tua
Author_Institution :
Post Graduated Bus. Sch., Telkom Inst. of Manage. (IMTelkom), Bandung, Indonesia
Abstract :
Along with information technology acceleration in telecomunication and media followed by competition in High End Market (HEM) for telecommunication facilities, there has been improvements in telecommunication providers´ pre-sales and after-sales services. Pre-sales services include information of products while after-sales include instalation delivery and fraud handling. This study is going to elaborate how to plan the quality improvement basde on lean six sigma and willingness to pay. The object of this study is Telkom Indonesia, specifically the Divisi Enterprise. The objective of this study is to determine what the primary waste of process services to customers is. The findings of the study states that the Internet Process for new customers and VPN-IP are critical as the willingness to pay of critical process reaches around 45.2% 60.3%. This level is high meaning improvement in the Internet process and VPN ID have significant effects on revenue growth. This study is significant since it will determine whether or not the critical process has relationship with willingness to pay.
Keywords :
Internet; industrial economics; multimedia communication; sales management; six sigma (quality); telecommunication services; virtual private networks; Divisi Enterprise; HEM; Internet Process; PT Telekomunikasi Indonesia; Telkom Indonesia; VPN-IP; after-sales services; economic valuation; fraud handling; high-end market; information technology acceleration; instalation delivery; lean six sigma approach; media; presales services; process services; product information; quality planning improvement; telecommunication facilities; willingness-to-pay; Companies; Customer satisfaction; Economics; IP networks; Internet; Manufacturing; Six sigma; Lean Six Sigma; Process Improvement; Quality; Waste; Willingness to Pay;
Conference_Titel :
Business Innovation and Technology Management (APBITM), 2011 IEEE International Summer Conference of Asia Pacific
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-9654-9
DOI :
10.1109/APBITM.2011.5996316