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ITS » Master Theses » MANAJEMEN KINERJA STRATEGIS
Posted by dee@its.ac.id at 25/11/2014 19:10:22  •  758 Views


MODEL INTEGRASI QUALITY FUNCTION DEPLOYMENT QFD DAN RISK COST-BENEFIT ANALYSIS CBA UNTUK PENINGKATAN KUALITAS PELAYANAN DI UPT. PUSAT BAHASA DAN BUDAYA-ITS

INTEGRATION MODEL OF QUALITY FUNCTION DEPLOYMENT QFD AND RISK COST-BENEFIT ANALYSIS CBA FOR IMPROVING SERVICE QUALITY AT CENTRE FOR LANGUAGES AND CULTURES CLC OF ITS

Author :
SARI, IRJAYANTI MANDA ( 2511205005 )




ABSTRAK

Salah satu strategi yang dapat dilakukan agar perusahaan tetap bertahan dan bersaing dengan pesaingnya adalah strategi pengembangan produk baru. Strategi ini merupakan pengembangan dari produk asli perbaikan dan modifikasi dari produk yang sudah ada. Untuk mengetahui presepsi dan ekpektasi konsumen dapat digunakan metode SERVQUAL. Data yang diturunkan dari gap hasil SERVQUAL digunakan sebagai input Voice of customer VoC dalam QFD yang merupakan salah satu metode untuk perencanaan dan pengembangan produkjasa. Kemudian pihak manajemen akan merespon VoC berupa respon-respon teknis. Setelah respon-respon teknis didapat kemudian dipilih mana yang layak untuk perancangan dengan cara mempertimbangkannya dari perspektif risk Cost- Benefit Analysis CBA menggunakan skala Saaty dari proses Analytical Network Process ANP. Model dikembangkan dan diuji cobakan pada UPT. pusat Bahasa dan Budaya ITS untuk pengembangan jasa dalam bentuk layanan kursus bahasa Inggris. Hasil penelitian mendapatkan 5 respon teknis technical response yang layak digunakan yaitu training softskill pemanggilan absensi siswa serta meningkatkan frekuensi tanya jawab penyebaran kuesioner secara berkala memberikan beragam pelayanan yang menyesuaikan dengan kebutuhan setiap jenjang S1 S2 S3 dan non mahasiswa dan pengaturan schedule kursus yang disesuaikan dengan jumlah murid perkelas.


ABSTRACT

In order to be competitive an organization should develope a new productservices that have been more innovative than the competitor to do so they must consider to satisfy the customers perceptionexpectation. To elicitate the customers attribute this research proposed a SERVQUAL method QFD then based on the method a gap from perception and expectation could be taken into account as input from the customer voices. An Technical responses could be developed base on the data from the customer voices. This research proposed an utilization of Benefit-Cost Ratio BCR base on Analytical Network Process ANP approach to prioritized the available alternative responses techniques. This methodology proposed is carried out to the problem of improving service quality at the Centre For Languages and Cultures CLC of ITS. This research concluded that there are 5 technical responses to be important to realized it namely training softskill student absence techniques intensifying question and answer session frequency giving questionnaire providing the variances of service optimizing the schedule and capacity of class.



KeywordsKursus Bahasa Inggris; Pengembangan Jasa; Service Quality (SERVQUAL); Quality Function Deployment (QFD); Analytical Network Process (ANP); Risk; Cost- Benefit Analysis (CBA)
 
Subject:  Pengawasan produksi;Kualitas pengawasan
Contributor
  1. DR. Ir. Bambang Syairudin, MT
  2. Prof. DR. Ir. Udisubakti Ciptomulyono, M. Eng., Sc
Date Create: 22/11/2013
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Master-25103140000880
Collection ID: 25103140000880
Call Number: RTI 658.562 Sar m


Source
Master Thesis of Industrial Engineering, RTI 658.562 Sar m, 2014

Coverage
ITS Community

Rights
Copyright @2014 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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  1.  ITS-Master-34009-2511205005-Abstract_id.pdf - 189 KB
  2.  ITS-Master-34009-2511205005-Abstract_en.pdf - 189 KB




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