ABSTRAK
Manajemen pelayanan claim warranty merupakan kegiatan pelayanan perbaikan atau servis terhadap resiko berupa kerusakan yang mungkin terjadi pada mesin, suku cadang, fisik mobil atau bagian-bagian kendaraan lainya yang terjadi karena kesalahan produksi maupun kesalahan dari konsumen itu sendiri. Hal ini dilakukan agar konsumen tetap memberikan penghargaan dan kepercayaan tinggi terhadap produk-produk yang dikeluarkan oleh PT Wahana Sun Solo (Nissan Jebres) Surakarta. Â
Dalam pengamatan ini penulis menggunakan jenis pengamatan deskripsi kualitatif yang mengacu pada proses pemecahan masalah yang diselidiki dengan menggambarkan subyek dan objek berdasarkan fakta-fakta yang terlihat dari pengamatan di PT. Wahana Sun Solo. Teknik penentuan sampel dan sumber data yang digunakaan berupa narasumber/informan yaitu Kepala Bagian Workshop, service advisor, workshop administrator, part administrator dan HR General Affair PT Wahana Sun Solo Indomobil Nissan Jebres yang dianggap berkompeten dalam bidangnya, selain itu peristiwa atau aktivitas, dan dokumen/arsip yang berhungungan dengan pelayanan claim warranty di PT Wahana Sun Solo. Teknik pengumpulan data yang digunakan penulis dalam pengamatan ini menggunakan wawancara, observasi, dan mengkaji data/dokumen ysng mencangkup pelayanan claim warranty pada PT Wahana Sun Solo. Pada teknik analisis data penulis melakukan pengolahan data dengan menganalisis yang meliputi tiga komponen yaitu reduksi data, sajian data, dan penarikan simpulan/verifikasi.
Berdasarkan hasil pengamatan penulis menunjukan bahwa PT Wahana Sun Solo menerapkan bentuk manajemen pelayanan claim warranty berdasarkan sistem claim warranty, syarat pengajuan klaim, serta komponen yang tidak dijaminkan dalam kegiatan pelayanannya. Sistem claim warranty memiliki empat jenis meliputi normal warranty, part to money warranty, part warranty, goodwill warranty. Dimana seluruh sistemnya memiliki syarat dan ketentuan komponen yang tidak dijaminkan guna proses pengajuan diklaim. Adapun dokumen-dokumen yang diperlukan dalam manajemen pelayanan claim warranty meliputi dokumen warranty claim attachment form, formulir pendaftaran jaminan, kupon pemeriksaan berkala, work order, supply slip, faktur pajak putih, faktur pajak kuning, invoice workshop. Tugas workshop administrator dalam manajemen pelayanan claim warranty sangat penting karena meliputi tugas mengelola bukti-bukti transaksi antara konsumen dengan produsen, membantu konsumen sebelum servis dan setelah servis, mengelola papan perjanjian setiap hari, memproses claim warranty dan free service dan membuat rekap tagihan.
Kata kunci: Manajemen, Pelayanan, Claim Warranty
ABSTRACT
The service management claim warranty is a service of repair activities or service to the risk in the form of damage that may occur to the engine, spares, physical car or other vehicle parts that occur due to production errors or mistakes of the consumer itself.This was done in order to keep consumers give high appreciation and confidence to the products of PT Wahana Sun Solo (Nissan Jebres) Surakarta.
This observations was used the type of qualitative description observation which refers to the process of problem solving was investigated by describing the subject and object based on the facts as seen from the observation at PT.WahanaSun Solo. The sampling techniques and data sources in the form of a informant/resource including of Head of Workshop Department, service advisor, workshop administrator, part administrator and HR General Affair of PT Wahana Sun Solo Indomobil Nissan Jebres were considered competent in the field, in addition to the event or activity, and documents / archive were related to the claim warranty service at PT Wahana Sun Solo. The data collection techniques were used by interviews, observation, and reviewing the data/document which includes a warranty claim service at PT Wahana Sun Solo.The data analysis technique was done to analyze the data processing which includes three components: data reduction, data presentation, and conclusion drawing/verification.
Based on the results were shown that PT Wahana Sun Solo was implemented the service management in the form of claim warranty based on claims warranty system, claims submission requirements, as well as components that are not pledged as collateral for servicing activities.The claim warranty system has four types including of normal warranty, part to money warranty, part warranty, goodwill warranty.In which the entire system has terms and conditions of the components which are not pledged to the process of filing a claim.The documents were required in management services of claim warranty including ofthe documents of warranty claim attachmentsform, guarantee registration forms, periodic inspections coupons, work orders, supply slips, white tax invoices, yellow tax invoice, and invoice workshop.The workshop administrators’ task in service managementof claim warranty is very important because it is including the task of managing evidence of transactions between consumers and producers, helping consumers before and after the service, managing board agreement every day, warranty claim and free service processing and make bill recap.
Keywords: management, services, warranty claim
