Performance Evaluation of the Supply Chain for Investment-Based Electricity Connection Services using SCOR, IPA, and RCA

Abstract

This research evaluated the supply chain performance of new electricity connections and capacity upgrades requiring network investment at PLN UP3 Sanggau. The observed problems included project completion delays, application backlogs, deferred connected capacity, and unrealized energy sales. Performance was assessed using a questionnaire completed by 35 respondents directly involved in the process, covering 17 indicators across six SCOR processes: Plan, Source, Make, Deliver, Return, and Enable. The data were analyzed through validity and reliability tests, gap analysis, Importance-Performance Analysis (IPA), in-depth interviews, and 5M+1E-based Root Cause Analysis (RCA). The overall performance score was 3.659, while the importance score was 4.528. Source recorded the lowest performance score (3.10) and the largest gap value (1.45). IPA identified three main priority areas: critical material availability (SRC2), procurement process timeliness (SRC1), and timely and complete material distribution to work sites (DLV3). RCA indicated inadequate inventory control, long replenishment lead times, dependence on external suppliers, limited transportation capacity, and insufficient distribution visibility. Operational evidence showed that 29.17% of project feasibility plans were delayed, 481 applications exceeded 40 working days, 4,773,300 VA of capacity remained deferred, and the estimated opportunity loss reached 32,458 kWh per day. The proposed improvements emphasized critical material control, procurement monitoring, pre-dispatch completeness verification, and end-to-end material visibility. The SCOR–IPA–RCA integration provided a concise diagnostic framework for evaluating project-based utility services.