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ITS » Paper and Presentation » MMT - Pasca Sarjana ITS
Posted by anisw@its.ac.id at 09/05/2016 11:15:50  •  1342 Views


THE DEVELOPMENT OF QUALITY IMPROVEMENT PROGRAM IN SERVICE INDUSTRY USING QUALITY FUNCTION DEPLOYMENT QFD

PENGEMBANGAN PROGRAM PERBAIKAN KUALITAS PADA USAHA JASA MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT QFD

Author :
TRI JUWITA NURCAHYAWENING ( 9113201301 )




ABSTRAK

Restoran X merupakan salah satu restoran Western Food yang berdiri sejak tahun 2008 di Surabaya Town Square. Penurunan jumlah pelanggan dialami oleh restoran X sehingga pihak manajemen ingin melakukan perbaikan kualitas yang sesuai dengan kebutuhan pelanggan. Untuk membantu pihak manajemen restoran X dalam menyelesaikan permasalahan di atas maka dalam penelitian ini akan dilakukan pengukuran kebutuhan pelanggan dan menentukan prioritas respon teknis dengan menggunakan metode Quality Function Deployment QFD. Hasil penelitian menunjukkan bahwa respon teknis memberikan pelatihan kepada karyawan memberikan nilai kontribusi terbesar pertama yaitu sebesar 217 respon teknis menambah jumlah karyawan memberikan nilai kontribusi terbesar kedua yaitu sebesar 15 dan respon teknis melaksanakan checklist kebersihan memberikan nilai kontribusi terbesar ketiga yaitu sebesar 14. Restoran X dapat melaksanakan ketiga prioritas program tersebut sehingga dapat memenuhi kebutuhan pelanggan dengan memberikan kontribusi sebesar 507.


ABSTRACT

The X Restaurant is one of the western food restaurant which was established since 2008 in Surabaya Town Square. Decrease in the number of customers suffered by this restaurant so that management wants to improve the quality in accordance with customer needs. To assist restaurant management in solving their problem this research will be measuring customer needs and satisfactions and determining technical response priority using method of Quality Function Deployment QFD. Result of this research shows that the technical response of giving trainings to employees gives the highest constribution with 21.7 the technical response of adding the number of employees gives the second highest contribution with 15 and the technical response of running a cleanliness checklist gives the third highest value with 14 . Restaurant X therefore can apply these 3 program priorities in order to satisfy the consumer needs with the contribution value of 50.7.



KeywordsQuality Function Deployment; QFD; program perbaikan kualitas; quality improvement program
 
Subject:  none
Contributor
  1. Prof. Dr.Ir. Moses L. Singgih, MSc., MRegSc.
Date Create: 13/01/2015
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-paper-91121160008940
Collection ID: 91121160008940
Call Number: RTMT 658.562 Tri p


Source
Paper and Presentations, Magister Management Techonology, RTMT 658.562 Tri p, 2015

Coverage
ITS Community

Rights
Copyright @2016 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




[ Download - Open Access ]

  1.  ITS-paper-41451-9113201301-Paper.pdf - 435 KB
  2.  ITS-paper-41451-9113201301-Presentation.pdf - 3226 KB




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