Perbaikan Kualitas Layanan Perawatan Kendaraan Roda Empat Dengan Menggunakan Metode DMAIC dan Value Stream Mapping Di Automobile Service

FATHUROHMAN, DIMAS MUKHLIS HIDAYAT (2020) Perbaikan Kualitas Layanan Perawatan Kendaraan Roda Empat Dengan Menggunakan Metode DMAIC dan Value Stream Mapping Di Automobile Service. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Automotive service industry currently holds an important role in helping to increase customer satisfaction. Various strategies are carried out to win the competition for increasing customer satisfaction. Quality service combined with the right instruments can be used to increase customer satisfaction and loyalty. Customer satisfaction is the key to success in manufacturing and service industries. Service quality is an important attribute and it is a key factor in service industries. Improving service quality (service time) in car sales industries in Indonesia is focus of this research. Value Stream Mapping succeeded in identifying problems that were happening as an impact of waiting for services, washing processes and long of service processes. The DMAIC method assisted by tools of quality successfully analyzed and gave recommended corrective actions to reduce Express Maintance Service time from 120.06 minutes to 64.00 minutes or inmpoved 53% per service cycle, and succeeded in increasing the capability of the service process from - 1.56 sigma to 3.80 sigma. Key words: Value Stream Mapping, DMAIC, Service Quality, Automotive Services Industri layanan otomotif saat ini memegang pernanan penting dalam membantu meningkatkan kepuasan terhadap pelanggan. Berbagai strategi dilakukan untuk memenangkan persaingan dalam meningkatkan kepuasan pelanggan. Kualitas layanan yang dikombinasikan dengan instrumen yang tepat dapat digunakan untuk meningkatkan kepuasan dan loyalitas pelanggan. Kepuasan pelanggan merupakan kunci sukses dalam industri manufaktur maupun industri jasa. Kualitas pelayanan merupakan atribut penting dan merupakan faktor kunci industri jasa. Peningkatan kualitas pelayanan (waktu pelayanan) dalam industri penjualam mobil di Indonesia merupakan fokus dari penelitian ini. Value strem mapping berhasil mengidentifikasi permasalahan yang sedang terjadi yang diakibatkan waiting service, washing procces dan service procces yang lama, Metode DMIAC dengan menggunakan tools of quality berhasil menganalisis dan merkomendasikan tindakan perbaikan sehingga berhasil mengurangi waktu layanan Express Maintance Service kendaraan roda empat dari 120,06 menit menjadi 64,00 menit atau mengalami perbaikan sebesar 53% per satu siklus pelayanan kendaraan roda empat, dan berhasil meningkatkan kapabilitas proses pelayanan dari -1,56 sigma menjadi 3,80 sigma. Key words: Value Stream Mapping, DMAIC, Service Quality, Automotive Services

Item Type:	Thesis (S2)
Call Number CD:	CD/553. 20 031
Call Number:	TI/53/21/016
NIM/NIDN Creators:	55318110057
Uncontrolled Keywords:	Value Stream Mapping, DMAIC, Service Quality, Automotive Services
Subjects:	000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 005 Computer Programmming, Programs, Data/Pemprograman Komputer, Program, Data > 005.2 Programming for Specific Computers, for Specific Operating Systems, for Specific User Interface/Pemrograman untuk Tipe Komputer, Sistem Operasi dan Tampilan Antar Muka Pengguna Tertentu > 005.26 Programming for Digital Microcomputers/Pemrograman untuk Digital Micro Komputer > 005.268 Programming for Specific Operating Systems/Pemrograman untuk Sistem Operasi Tertentu 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 006 Special Computer Methods/Metode Komputer Tertentu > 006.3 Artificial Intelligence/Kecerdasan Buatan > 006.31 Machine Learning/Pembelajaran Mesin 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 621 Applied Physics/Fisika terapan > 621.8 Machine Engineering, Machinery/Teknik Mesin 600 Technology/Teknologi > 620 Engineering and Applied Operations/Ilmu Teknik dan operasi Terapan > 629 Other Branches of Engineering/Cabang Teknik Lainnya > 629.2 Motor Land Vehicles and Cycles Engineering/Teknik Kendaraan Bermotor dan Teknik Sepeda 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 653 Shorthand/Penulisan Cepat, Penulisan dengan Tangan > 653.3 Machine Systems/Sistem Mesin 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	Putra Arsy Anugrah
Date Deposited:	18 Apr 2022 07:58
Last Modified:	18 Apr 2022 07:58
URI:	http://repository.mercubuana.ac.id/id/eprint/50331

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