Nowadays, good products are not sufficient. Market competition requires a good after-sales service. After-sales service quality has been identified as a source of revenue and competitive advantage. While other industry sectors have readily paid attention to after-sales service quality, little study has been done on the effectiveness of after-sales service quality in the field of real estate. This study aims to explore the relationship among after-sales service quality, customer satisfaction, and customer loyalty. Especially, we want to confirm the impact of after-sales service quality on customer satisfaction and customer loyalty of middle-upper class real estate in Surabaya. This research was conducted by survey on 170 respondents from four housing complexes in Surabaya, i.e. Pakuwon City, Citraland, Bukit Darmo Golf, and Graha Family. The data was examined by using structural equation modeling (SEM). Through data analysis we confirm the positive correlation between after-sales service quality and customer satisfaction, the positive correlation between customer satisfaction and customer loyalty, and the direct and indirect relationships between after-sales service quality and customer loyalty. The practical implication of this study provides assurance to real estate management on the effectiveness of after-sales service quality in maintaining old customers and encouraging new consumers.

The impact of organisational culture on firm performance has been well documented. Previous studies on the impact of organisational culture derived from its national culture have been conducted in homogenous cultures. Little attention has been given to the impact of organisational culture derived from Indonesian culture on firm performance. Indonesia's subcultures may not be represented in the national culture. This study examines the impact of organisational culture on firm performance among Indonesia manufacturing firms. Results from 152 organisations confirm that organisational culture has significant effect on firm performance. Only individualism and uncertainty avoidance significantly impact firm performance. The implication is that, even in a country with many subcultures, firms' top management still need to pay attention to the impact of national culture at organisational level. Furthermore, since Indonesia has a very low score on individualism, managers need to create a conducive and rewarding environment for individuals to contribute.

Remanufacturing is deemed to be effective in reducing WEEE. Existing studies on remanufacturing mostly focus on operational issues, product acquisition, and pricing. However, some doubts about remanufacturing business arise in developing countries, where there is less regulation on remanufacturing and less environmental awareness. This study aims to investigate the prospects of remanufacturing business from the retailers' perspectives through in-depth interviews on three retailers in Surabaya, Indonesia. The main drivers for mobile phone remanufacturing business are its affordable and competitive price, big demand for popular mobile phones and high-end mobile phone, the opportunity for specification upgrade, and its suitability with the needs of Indonesian people. The main barriers for remanufacturing business are the possibility for cannibalizing new mobile phones' market share, the uncertainty of core supply, discontinuity of replacement part supply, lack of product knowledge among consumers and retailers, hesitation of retailers to sell remanufactured products, and lack of strict and clear regulations about remanufacturing business. Findings of this study provide insights to prospective mobile phone remanufacturers of what needs to be tackled to start a prosperous business. On the theoretical side, it provides complementary knowledge to existing studies that have been conducted mostly on countries that have higher environmental awareness.

P.T. X yang merupakan perusahaan berskala internasional memiliki dua tipe mesin untuk proses produksinya, yaitu mesin maker dan mesin combiner. Untuk dapat bersaing dengan perusahaan lainnnya, P.T. X dituntut untuk meningkatkan produktifitas mesinnya untuk memenuhi demand yang ada. Metode failure mode and effect analysis (FMEA) telah banyak diterapkan untuk mengelola risiko. Dalam penelitian ini, FMEA dipakai untuk memprioritaskan pemborosan (waste) mana yang paling mengganggu produktifitas mesin combiner berdasarkan wawancara dengan pihak pengelola perusahaan. Selanjutnya, metode Fishbone diagram dan 5-whys dipakai untuk mengidentifikasi akar permasalahan yang menghambat produktifitas mesin combiner tersebut. Wawancara lanjutan dilakukan untuk mendapatkan countermeasure dari setiap akar permasalahan yang diperoleh. Pada bagian akhir, pihak manajemen perusahaan diminta untuk memberikan penilaian pada WPN akhir dari setiap permasalahan yang teridentifikasi. Hal ini bertujuan untuk mengetahui seberapa efektif solusi yang telah diambil. Penurunan signifikan pada WPN menunjukkan efektifitas dari countermeasure untuk meningkatkan produktifitas mesin combiner.

Optimization models are increasingly developed for planning and scheduling in manufacturing of natural resources. However, the uncertainty of material from natural resources makes it more difficult to develop a model. In this paper, we concern about the cost of dry timber preparation for finishing process in a wood-board manufacturer. Based on characteristics of the material and wood-board production process, we develop two models to minimize transportation and drying cost of wood supply. The models consider the capacity of facilities, distances among facilities, and timber specification-based drying periods. The model is solved using linear programming, result in drying allocation of kiln dry’s chambers that gives the minimum cost of the process. A sensitivity analysis is conducted to demonstrate the effect of variation of internal capacity and external capacity to the objective function value. The results show that the total cost is more sensitive to the variation of the external capacity of kiln dry than the variation of the internal capacity.

P.T. X yang memproduksi timba plastik memiliki Overall Equipment Effectiveness awal sangat rendah. Selain itu, divisi perawatan perusahaan melakukan perawatan tanpa adanya jadwal perawatan yang pasti sehingga pekerja hanya mengandalkan pengalaman mereka. Penelitian ini berfokus pada pembuatan jadwal perawatan preventif yang mendukung penerapan delapan pilar Total Productive Maintenance. Upaya perbaikan tersebut diharapkan dapat meningkatkan nilai OEE. Langkah awal yang dilakukan ialah memilih obyek mesin yang kritis sesuai dengan informasi dari pihak manajemen perusahaan. Langkah berikutnya adalah melakukan perhitungan nilai OEE berdasarkan data arsip laporan produksi pada mesin yang dipilih. Dari perhitungan OEE dan six big losses diperoleh kerugian apa yang paling dominan terjadi pada mesin tersebut. Hasil identifikasi kerugian tersebut dipakai sebagai patokan untuk membuat sistem penjadwalan perawatan dan upaya perbaikan lain yang mendukung implementasi TPM. Setelah jadwal perawatan tersebut diterapkan bersama dengan usulan-usulan perbaikan lainnya, penulis melakukan pengumpulan data pasca penerapan perbaikan. Dari data yang terbaru didapatkan peningkatan nilai OEE menjadi 61,91%.