Track: Master Thesis Competition

Abstract

The industrial situation has been faced with new challenges to be able to get out of a challenging situation to continue to serve customers by maintaining good performance during years of Covid-19 pandemic, even though in reality this is a challenge to be able to learn to anticipate similar events in the future which will come. Objective achievement to analyze indicators performance of the technical division of the medical equipment distributor during the pandemic as an object to be able to find out what performance has decreased and needs to be improved to anticipate crisis conditions such as pandemic crisis conditions as happened before. This study concludes that the analysis that occurred due to the decrease in order completion targets during 2021 performance indicator that was fixed at the root of the problem made positive implications for other indicators, with a 99% increase in spare parts availability, 86% parts responsiveness, and 81% troubleshooting time, and 77% order completion time. The industrial implication of this research is that the conceptual method with a dynamic balanced scorecard strategy map can be well applied to anticipate a decline in performance in times of crisis.