RANCANGAN LEAN MANUFACTURING UNTUK MENGURANGI PEMBOROSAN PADA LAYANAN KELUHAN PELANGGAN DENGAN PENDEKATAN METODE DMAIC DAN VSM (Studi kasus penjualan unit forklift PT.KTG)

SEPTIAWAN, DIDIK BAYU (2020) RANCANGAN LEAN MANUFACTURING UNTUK MENGURANGI PEMBOROSAN PADA LAYANAN KELUHAN PELANGGAN DENGAN PENDEKATAN METODE DMAIC DAN VSM (Studi kasus penjualan unit forklift PT.KTG). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

PT. KTG is a distributor of heavy equipment, selling components, spare parts, product support and maintenance. In order to gain the trust of customers, companies must be able to provide the best service and commitment. The purpose of this study is to reduce the types and causes of waste that occur in the level of service delivery satisfaction forklift units at PT. VSM method KTG. Improving services to customers at PT. KTG with the DMAIC method. This research based on the number of complaints from customers to PT. KTG for the period January to December 2019. The analysis phase uses FMEA tools to find out which problems are most urgent for improvement. The recommended improvement activities on the FMEA tool have a large influence on increasing capacity efficiency and reducing unit sales cycle time. The results showed a comparison of the calculation of efficiency before repairing was 125% and after the improvement being 100%. Waste in the level of customer service satisfaction caused by human factors and method factors. Keywords: lean manufacturing, customer service, DMAIC, VSM PT. KTG merupakan perusahaan distributor alat berat, penjualan komponen-komponen, sparepart, product support dan maintenance. Agar mendapat kepercayaan dari perlanggan, perusahaan harus mampu memberikan pelayanan yang terbaik dan berkomitmen. Tujuan dari penelitian ini adalah untuk mengurangi jenis dan penyebab pemborosan yang terjadi pada tingkat kepuasan pelayana penjualan unit forklift di PT. KTG metode VSM. Melakukan perbaikan pelayanan kepada pelanggan di PT. KTG dengan metode DMAIC. Penelitian ini berdasarkan jumlah keluhan dari pelanggan kepada PT. KTG selama periode Januari sampai dengan Desember 2019. Tahap analisa menggunakan tools FMEA untuk mencari permasalahan mana yang paling mendesak untuk dilakukan perbaikan. Aktivitas – aktivitas perbaikan yang direkomendasikan pada tools FMEA memiliki pengaruh yang besar dalam peningkatan effisiensi kapasitas dan pengurangan cycle time penjualan unit. Hasil penelitian menunjukkan perbandingan pada perhitungan efisiensi sebelum diperbaiki adalah 125% dan setelah adanya perbaikan menjadi 100%. Pemborosan pada tingkat kepuasan pelayanan pelanggan disebabkan oleh faktor manusia dan faktor metode. Kata kunci: lean manufacturing, pelayanan pelanggan, DMAIC, VSM

Item Type: Thesis (S1)
Call Number CD: FT/IND. 20 049
Call Number: ST/16/21/114
NIM/NIDN Creators: 41616110107
Uncontrolled Keywords: lean manufacturing, pelayanan pelanggan, DMAIC, VSM
Subjects: 100 Philosophy and Psychology/Filsafat dan Psikologi > 170 Ethics, Moral Philosophy/Etika, Filsafat Moral > 174 Occupational Ethics/Etika Jabatan, Etika Profesi > 174.2 Medical Ethics Professions/Etika Medis, Etika Kesehatan > 174.25 Innovative Procedures/Prosedur yang Inovatif
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Putra Arsy Anugrah
Date Deposited: 18 Apr 2022 07:32
Last Modified: 21 Feb 2023 01:54
URI: http://repository.mercubuana.ac.id/id/eprint/53041

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