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ITS » Master Theses » Rekayasa Kualitas S2
Posted by davi at 02/01/2007 15:57:31  •  15748 Views


Author :
ARYADI, I.O.A.K. CHATUR ADHIWIRYA  




ABSTRAK

Industri layanan yang menuntut kecermatan dalam penyediaannya terutama personel yang langsung berhadapan dengan konsumen. Penyedia layanan dalam perencanaannya diharapkan berorientasi kepada konsumen. Seperti diketahui bahwa perkembangan sampai saat ini permintaan kualitas layanan transportasi selalu meningkat di Indonesia terlebih akibat krisis moneter dan ekonomi. Sehingga transportasi bis malam cepat eksekutif menjadi alternatif bagi konsumen yang selama ini menggunakan pesawat. Berdasarkan perkembangan diatas perusahaan-perusahaan layanan transportasi perlu menyadari pentingnya melaksanakan inovasi-inovasi pada produknya. Inovasi-inovasi yang dilakukan perusahaan dalam kenyataannya masih mendapat keluhan dari konsumen. Untuk itu masih perlu dicari cara pemecahannya guna memperkecil keluhan-keluhan konsumen tanpa harus menambah biaya yang berarti. Dalam hal ini penulis telah memilih metode Quality Function Deployment QFD dengan alat analisis House of Quality sebagai perangkat menejemen dari berbagai perangkat menejemen lainnya yang ada. Dalam Quality Function Deployment proses perencanaan tersusun secara sistimatis dalam mempertimbangkan keinginankebutuhan konsumen. Studi kasus dilakukan pada PO. Simpatik yang berkedudukkan di Denpasar-Bali dan pesaingnya PO.X yang berkedudukkan di Denpasar-Bali. Dengan menggunakan metode Quality Function Deployment penelitian bertujuan mengidentifikasi keinginankebutuhan konsumen whats. keinginankebutuhan konsumen diterjemahkan kedalam jawaban perusahaanpersyaratan design hows. Metode quality function deployment dilengkapi dengan perangkat-perangkat logika untuk melihat hubungan antara faktor-faktor kritis dan memberi pandangan baik kepentingan-kepentingan mutlak maupun yang bersifat relatif. House of Quality merupakan alat analisis yang merupakan bagian dari metode Quality function deployment. HOQ sebagai alat perencanaan yang penting karena menterjemahkan keinginankebutuhan konsumen kedalam persyaratan-persyaratan perencanaan dan mempertemukan nilai-nilai sasaran serta sejalan dengan hows suatu organisasi. Analisis tidak terbatas pada alat analisis house of quality namun juga digunakan alat analisis uji perbandingan yang bertujuan untuk melengkapi dan mendukung alat analisis utama yaitu House of Quality. Berdasarkan hasil uji jenjang antara persepsi dan harapan konsumen PO. Simpatik terdapat kesamaan atau lebih banyak memehuhi keinginankebutuhan konsumen. Metode Quality Function Deployment dengan alat House of Quality bagi banyak perusahaan dan ahli banyak digunakan sebagai pertimbangan dalam bagian perencanaan. House of quality memiliki bagian-bagian yang berkaitan dengan obyek analisis atau dapat merangkum keseluruhan obyek yang dianalisis.


ABSTRACT

Service industry needs accuracy in providing service especially personnel who directly serve the consumers. Service providers are expected to have their orientation on consumers. Recent phenomenon shows that demand an good transportation service quality is increasing in Indonesia moreover because of economic and monetary crisis executive express night bus becomes an alternative for consumers who used airplane. For above reason firms providing transportation service need to realize the importance of innovating their products those innovation must be found to eliminate complaints. Therefor a solution must be found to eliminate complaint with no more significant cost. In this study the writer chaos the quality function deployment QFD method with the quality function deployment of house of quality as the management equipment. In quality function deployment planning process is arranged systematically in considering consumer need will. A case study is done at P.O.Simpatik located in Bali and its competitor for P.O. X located in Bali too by using QFD method the research study is to identify consumers needwill whats. consumers needwill is translated in to the firms responsedesign requirement hows QFD method is completed with logic system to see the relationship between critical factor and give opinion about either absolute or relative interest. House of quality in analyzing instrument and on element of QFD method house of quality is an important planning instmment because it can translate consumer needwill in to design requirement and join the goal and is in accordance with the hows of an organization. The analysis use not only a single analyzing instrument of house of quality but also such other instrument as comparative test to complete and support the main analyzing instrument of house of quality and according to the result of analysis using wilcoxon test perception of both otobus firms. Result of the comparative test perceptions and expectations of PO. Simpatik consumers suit each other or in other words consumers needwill are satisfied and perceptions of the consumers of both firms PO. Simpatik and PO. X are similar meaning that satisfaction level of both firms are similar.



KeywordsQuality Function Deployment (QFD); House of Quality
 
Subject:  Pelayanan pelanggan
Contributor
  1. Dr. Ir. Budisantoso W. M.Eng.
    Ir. Bambang Syaurudin M.
Date Create: 02/01/2007
Type: Text
Format: pdf ; 113 pages
Language: Indonesian
Identifier: ITS-Master-3100001012423
Collection ID: 3100001012423
Call Number: 658.562 Ary a


Source
These Industrial Engineering RT 658.562 Ary a, 2000

Coverage
ITS Community

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Copyright @2000 by ITS Library. This publication is protected by copyright and permission should be obtained from the ITS Library prior to any prohibited reproduction, storage in a retrievel system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permission(s), write to ITS Library




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