DEVELOPING STRATEGIES TO IMPROVE PRODUCTION DOCUMENTATION QUALITY IN THE PHARMACEUTICAL INDUSTRY: A CASE STUDY OF PT. XYZ

In the pharmaceutical industry, documentation quality in toll manufacturing products is a key factor in maintaining customer satisfaction and trust. The decline in customer satisfaction in toll manufacturing services of PT XYZ is reflected in the decrease of the Customer Satisfaction Index (CSI) from 2024 to 2025, as well as the high gap in the attributes of accuracy and completeness of batch record documentation, where customer expectations reached 100 while the performance was only 72. This study aims to identify the root causes of the high gap in the attributes of accuracy and completeness in filling out batch records, analyze internal and external factors that influence it, formulate alternative improvement strategies through SWOT analysis, and determine strategy priorities based on Quantitative Strategic Planning Matrix (QSPM) analysis. The results indicate that the main problems stem from human resources, methods, and systems, including high workload, differences in understanding, and a still paper-based documentation system. The QSPM results were used to determine priority strategies, including optimizing training programs based on audit findings, implementing an integrated documentation system, and standardizing training programs. These strategies are expected to improve the accuracy and completeness of batch records and enhance customer satisfaction.