PENGUKURAN KINERJA ATAS KUALITAS LAYANAN GUNA MEMBANGUN HUBUNGAN KEPERCAYAAN CV PENGEMASAN PT "KIMIA" DI SURABAYA: LANGKAH AWAL MENUJU PENERAPAN SUPPLY CHAIN MANAGEMENT

This study aims to see whether the good quality of service supported by a consistent performance measure can build a trustful relationship. Then, the trustful relationship will be the basic capital for implementing Supply Chain Management. This research reports on a study case of service quality is to build a trustful relationship between CV "Pengemasan" and PT "Kimia" and the performance measures that support it. It also reports about a preliminary step in implementing supply chain concept based on interviews, observation and documentation involving the top management, the operation management and supervisor. A jive-step study has been conducted to investigate it. The first and second was investigation about PT "Kimia" needs of service. the service quality of CV "Pengemasan ". The results reveal that CV "Pengemasan" can fullfil its customer needs. The third and fourth step was equivalent to the first and second step. The difference was that PT "Kimia" as a customer, gave service for CV "Pengemasan "as supplier. Strong bargaining power of supplier support this. And the result was PT "Kimia" gave excellent service too. The fifth step was investigation about preliminary step in implementing supply chain concept. This study concludes that service quality is very important in building a trustful relationship and it must be supported by doing performance measures. Finally. they can improve the implementation of supply chain concept