Educational video development for external work orders to increase PT XYZ revenue

The External Work Order (EWO) service is a maintenance service provided during the vehicle servicing process at PT XYZ. Observation indicate that most customers are still unaware of this service. This is due to the limited time available for Service Advisor (SA) to explain the service, as well as the lack of effective educational media. The objective of this study is to develop an educational video that can increase workshop revenue by improving customer knowledge and awareness regarding EWO. The objective of this study is to develop an educational video that can increase workshop revenue by improving customer knowledge and awareness regarding EWO. The method used in this study is the 8-step problem solving approach. The video contains audiovisual explanations about the types, benefits, and risks of not utilizing the EWO service. This medium is displayed in the customer waiting area, used by SA during communication with customers, and shared through WhatsApp and QR codes. The implementation of this video successfully increased customer knowledge, resulting in a rise in daily entry and EWO service count by 36% and 83% respectively. Daily revenue increased by IDR 4,229,400, and the EWO contribution to total repair service revenue reached 34%. The Net Quality Income (NQI) from January to May 2025 amounted to IDR 422,069,750, with projected revenue from January to December reaching IDR 1,027,250,597. After deducting the innovation cost of IDR 379,600, the net NQI reached IDR 1,026,770,997. This educational media has strong potential to support EWO service contribution up to 50% in the future.