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ITS » Master Theses » Rekayasa Kualitas S2
Posted by davi at 02/01/2007 16:30:54  •  13957 Views


Author :
PARWATI, CYRILLA INDRI  




ABSTRAK

Perusahaan yang bergerak dibidang jasa harus menempatkan persepsi dan harapan pelanggan pada prioritas tertinggi karena dengan melihat hal ini suatu perusahaan akan dapat memberikan kualitas kepada pelanggan dan bila suatu perusahaan jasa telah dapat memberikan kualitas jasa yang dapat memenuhi atau balikan melebihi harapan pelanggan berarti perusahaan tersebut mampu menghasilkan suatu produk atau jasa yang memiliki daya saing yang tinggi. PT. Pos Indonesia sebagai salah satu Badan Usaha Milik Negara bergerak dalam kegiatan pelayanan lalu lintas informasi jasa keuangan jasa keagenan dan barang saat ini harus dapat menerapkan suatu konsep jasa pelayanan yang baik dimana selain berorientasi kepada pelanggan juga harus berorientasi pasar. Dari kondisi ini maka harus dicari suatu metode perencanaan dan perancangan produk 7 jasa untuk dapat diterapkan pada permasalahan di atas salah satu metode yang dapat digunakan adalah metode ICoDe Integrated Concept Development. Pengembangan suatu produk jasa dimulai dari konsep produk jasanya. Karena sebelum pengembangan produk jasa tersebut diwujudkan diperlukan suatu konsep produk jasa yang benar-benar sesuai dengan kebutuhan pelanggan. Untuk mewujudkan kebutuhan pelanggan maka dilakukan identifikasi atribut. Tahap ini bertujuan untuk mencari atribut-atribut yang diperlukan dalam pengembangan jasa pelayanan berdasarkan karakteristik kebutuhan pelanggan. Dari hasil perhitungan tingkat kepentingan atribut maka atribut yang mempunyai nilai tmgkat kepentingan tertinggi merupakan atribut yahg paling dipentkigkan oleh pelanggan. Penyusunan HoQ 1 dam HoQ 2 dibuat dengan tujuan untuk mengetahui respon teknis apa saja yang diinginkan pelanggan dilihat dari bobot relativenya sehingga perlu dikembangkan untuk HoQ selanjutnya yaitu karakteristik desain dari HoQ tersebut. Dari HoQ 3 dan HoQ 4 akan diperoleh respon teknis yang akan dikembangkan menjadi konsep pelayanan surat kilat khusus. Respon teknis tersebut yaitu format resi penyediaan timbangan surat publikasi jasa pengiriman serta penyediaan alat angkut. Pengujian konsep jasa dilakukan untuk menguji konsep jasa pelayanan yang memenuhi kebutuhan pelanggan juga untuk mengetahui bobot kepentingan tiap-tiap respon teknis yang dievaluasi. Metode yang digunakan adalah analisa conjoint. Dari hasil pengolahan data dapat diketahui level respon teknis yang mempunyai tingkat kepentingan tinggi merupakan level respon teknis yang diinginkan pelanggan. Level tersebut adalah format resi dengan bar code timbangan surat elektrik publikasi melalui media elektronik dan frekuensi angkut surat ke SPP 2 x sehari. Dari keempat level tersebut yang paling dipentingkan adalah penimbangan surat elektrik. Maka dalam HoQ 5 dan HoQ 6 merupakan bahan analisa yang mendasari langkah perusahaan selanjutnya dalam upaya pengembangan konsep jasa pelayanan surat kilat khusus.


ABSTRACT

A service company should put its ettstoraer perception arid expectation on the highest priority beeause byconsidering this a company can provide a quaiity to its customers. And if a service company have been able to provide a quality to its customers. And if a service company have been able to provide the serviee qualify that can fulfil and even exceed its customers expectation it means thatthe company can produce a product or service that has a highly competitive power. PT Pos Indonesia as one State-owend company that operates in the service aetivities of the ififormation traffie fmancial or monetary service the agency and goods services now must be able to apply a consept of good service in which besides it must be customers-orieated it also must be market-oriented. Of this condition a method of product or service planning and applicable method is the ICoDe Iutegrated Concept Development. The product or service developmentbegms in its product or service concept Beeause before the prodtict or serviee development is manifested or realized a concept of produet or service that is really suitable with customers requirement is needed. To reaiize customers needs the attribut identification is condueted. This phase aims to find the required attributes in developping the service based on the characteristies of customers needs. From the results of calculation of the degree od the attribute importanee then the attribute of the highest degree of importanee consititutes the atfribttte that is considered as the most important by customers. fhe drawing up of HoQ 1 and HoQ 2 is made to know the teehittcal responses that are expected by customers seen from tbeir relative weights otMi the design charaeteastics of the HoQ should be developed for the later or further HoQ. Technical responses will be obtained from the HoQ 3 and HoQ 45 that wffi be developed into the service concept of the special express letter. The teehraeai responses are the reeeipt format the provision of the transportation meaislffijeans ofconveyance. The test of the service eoncept is done to test the eonceptof servieethat fulfil oustomers requirements and to fcnow the importance vveight bf eaclr technical response which ts evaulaed. The method usedis the conjoint analysis. From the data processing result we can know that the levels of techical responses that have a high level of importance are the levels of techical responses white are expected by customers. The levels are the receipt format with bar code the electrical scale of letter the publication through the electronic media and the frequency of letter transportations to SPP twice a day. Of the four levels the most important is the electrical sealling of letters Then HoQ 5 and HoQ 6 are the analysis materials that provide the basis for the further steps of the company M efforts to develop the concept of the special express letter service.



KeywordsMetode ICoDe (Integrated Concept Development); analisa conjoint
 
Subject:  Pelayanan pelanggan
Contributor
  1. Ir. Mokh. Suef M.Sc.
    Ir. Bustanul Arifin Noer M.Sc.
Date Create: 02/01/2007
Type: Text
Format: pdf ; 175 pages
Language: Indonesian
Identifier: ITS-Master-3100001013899
Collection ID: 3100001013899
Call Number: 658.562 Par u


Source
Theses Industrial Engineering RT 658.562 Par u, 2001

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Copyright @2001 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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