WIDYATMIKO, RISTYONO (2010) Peranan Sistem Manajemen Mutu ISO 9001:2000 Dalam Mengatasi Keluhan Pelanggan (Studi Kasus Pada PT AFG). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
ISO 9001:2000 as International Standard for Quality Management System (QMS) have been implemented for many industries, including service or product companies. The Goal of this system are achieve customer satisfaction by fulfill ISO requirement. Customer satisfaction level can be obtained by measuring customer claim and complaint that received by company itself. This research is performed by confirming between implementation of QMS and clausal ISO 9001:2000, Identification major claim from data since 2006 until 2009, finding main cause, and find role of QMS ISO 9001:2000 regarding reduce customer claim and complaint through implementation of clausal 8 about Measurement, Analysis and Improvement. Base on research result ,we can obtain (1) PT AFG have been implemented QMS ISO 90001:2000 and confirm with ISO Requirement (2) Major customer claim and complaint, including breakage due to transportation matter, breakage due to packaging matter and shortage of content in packaging. (3) QMS ISO 9001:2000 has succeed to handle customer claim and showed at trend of decreasing frequency of customer claim since 2006 until 2009.ISO 9001:2000 adalah suatu Standar Internasional untuk Sistem Manajemen Mutu, telah dipakai secara luas di berbagai bidang industri jasa maupun produk. Tujuan dari sistem ini adalah mencapai kepuasan pelanggan, yang diharapkan mampu dicapai melalui pemenuhan persyaratan yang telah ditetapkan dalam ISO 9001:2000. Tingkat kepuasan pelanggan dapat diketahui melalui jumlah keluhan pelanggan yang diterima. Penelitian dilakukan dengan cara mengkaji kesesuaian penerapan SMM terhadap persyaratan ISO 9001:2000, melakukan identifikasi keluhan utama pelanggan dari data keluhan pelanggan selama 4 tahun PT AFG, kemudian mencari penyebab utamanya dan melihat peranan SMM ISO 9001:2000 dalam mengatasi keluhan pelanggan, terutama penerapan klausul 8 mengenai Pengukuran, Analisa dan Perbaikan. Berdasarkan hasil penelitian diketahui bahwa (1) PT AFG telah menerapkan SMM sesuai dengan persyaratan ISO 9001:2000 (2) Keluhan utama pelanggan adalah Kepecahan karena Kemasan dan Transportasi serta Isi Kurang (3) SMM ISO 9001:2000 telah berperan penting dalam mengatasi keluhan pelanggan, terlihat dari kecenderungan menurun terhadap frekwensi keluhan pelanggan selama 4 tahun ( 2006 ~ 2009 ).
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-10-116 |
| NIM/NIDN Creators: | 55106120002 |
| Uncontrolled Keywords: | MPO, Manajemen oprasional |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 06 Jun 2012 11:24 |
| Last Modified: | 11 Feb 2023 03:25 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/31863 |
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