Digital Transformation for Improve Debt Collection Process on Spare Parts Transaction in Leading Heavy Equipment Company

Abstract

This research was conducted at a heavy equipment distributor company in Indonesia that sells heavy equipment and spareparts. The objective is to design spareparts receivable billing improvement process which is focused on the process of sending invoice documents using the ITIL v.3 Framework on the Continuous Service Improvement (CSI) stage. The findings obtained in this study are related to billing documents that are still in hardcopy form, so it takes quite a long time in handling and delivery process, because they have to be sent from the company's work location and customers who spread in locations that are very far away to be received at the customer's head office. The implementation of the 7 steps improvement process which is the CSI framework in the ITIL v3 framework has succeeded in designing a bill document management system whose delivery leadtime can increase quite significantly from 9.87 days to 6.89 days by using the mechanism for sending documents via OneDrive, and from 9.59. days to 3.38 days with the mechanism of sending documents through host to host. In addition, the results of the CSI maturity level assessment on the receivables collection process also increased by 20% - 44% in each aspect.