Proposed Improvement of New Electrical Connection Business Process (Case Study of New Electricity Connection of PT PLN (Persero) Medium Voltage Customers)


Authors : Muhammad Ridha; Rosalendro Eddy Nugroho

Volume/Issue : Volume 7 - 2022, Issue 7 - July

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3A01oL6

DOI : https://doi.org/10.5281/zenodo.6965325

Based on the provisions of the Regional PLN for Java Madura Bali in 2021, the speed of new connection service days for medium voltage (20KV) customers is carried out a maximum of 100 working days. From the data on connecting new electricity customers at PLN UP3 North Banten from 2017 to 2020 there are 52 customers that exceed 100 days. This delay requires PLN to pay a fine to the customer, resulting in a loss. In this research, business processes are improved for new electricity connections so that problems do not occur again. This research was conducted with qualitative methods and data collection was carried out by direct interviews. By using value stream mapping, an analysis of the ongoing business processes is carried out so that nonvalue added activities can be eliminated and lead times can be reduced. The results of the future stream mapping show that the biggest delay in business processes comes from the licensing process and material preparation, so business processes are improved by changing the flow and simplifying activities. From the results of business process improvements, the lead time decreased by 40% so that from the previous 100 working days to 60 working days. In addition, there was an increase in the value-added ratio to 95% from the previous 76%.

Keywords : New Connection, Service Quality Level, Lead Time, Value Stream Mapping, Increased Sales

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