SANDRA, WAHYU ERKA (2020) RANCANGAN LEAN MANUFAKTUR UNTUK MENGURANGI PEMBOROSAN PADA PELAYANAN KELUHAN PELANGGAN DENGAN PENDEKATAN METODE (DMAIC, VSM, DAN WAM) (STUDI KASUS: PERUSAHAAN COIL MAKER). S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Perusahaan coil maker merupakan perusahaan yang memproduksi gulungan baja untuk kebutuhan industri automotive. Dalam menjaga kepuasan pelanggan perusahaan memberikan jasa penanganan keluhan palanggan selesai dalam waktu 5 hari sejak keluhan dilakukan. Periode tahun 2017 sampai Februari 2020 rata-rata waktu yang dibutuhkan dalam penyelesaian keluhan pelanggan yaitu 9,99 hari. Berdasarkan hal tersebut penelitian ini bertujuan untuk mengetahui jenis waste yang terjadi, menentukan faktor penyebab waste dan menentukan waktu ideal dalam penyelesaian keluhan palanggan. Oleh sebab itu, pendakatan pada penelitian ini menggunakan integaris metode DMAIC (Defne, Measure, Analyse, Improvement), VSM (Value Stream Mapping), dan WAM (Waste Assessment Model). Integrasi metode WAM dan DMAIC dapat mengetahui jenis waste yang terjadi yaitu Defect, Inventory, Overproduction, Motion, Transportation, Waiting, dan Process. Penerapan metode DMAIC berhasil menentukan faktor penyebab waste yaitu marker yang digunakan mudah hilang dan rusak, kurangnya pengetahuan pelanggan akan kebutuhan dan ketersediaan sampel keluhan, tidak ada form dan panduan keluhan pelanggan, pekerjaan test laboratorium oleh satu analyst, kurangnya pengetahuan analyst mengenai perbesaran SEM, proses dengan aktivitas sama dan berulang, dan analisa data/info keluhan dan hasil test laboratorium dilakukan serentak. Pada Integrasi metode VSM dan DMAIC waktu ideal penyelesaian keluhan palanggan dapat ditentukan selama 4.54 hari, 0,82 hari lebih cepat dari target perusahaan. Kata kunci: DMAIC, VSM, WAM, Waste ABSTRACT Coil maker company is a company that produces steel coils for the needs of the automotive industry. In maintaining customer satisfaction, the company provides complaints handling services within 5 days from the complaint was made. The period from 2017 to February 2020 the average time needed to resolve customer complaints is 9.99 days. Based on this, this study aims to determine the type of waste that occurs, determine the factors causing waste and determine the ideal time in solving customer complaints. Therefore, the approach in this study uses the DMAIC (Define, Measure, Analyze, Improvement) method, VSM (Value Stream Mapping), and WAM (Waste Assessment Model). The integration of WAM and DMAIC methods can determine the type of waste that occurs, namely Defect, Inventory, Overproduction, Motion, Transportation, Waiting, and Process. The application of the DMAIC method succeeded in determining the factors that cause waste, which are markers used that are easily lost and damaged, lack of customer knowledge of the needs and availability of complaint samples, no forms and guidelines for customer complaints, laboratory test work by one analyst, lack of analyst knowledge about SEM magnification, processes with the same and repeated activities, and analysis of data / info complaints and laboratory test results carried out simultaneously. In the integration of the VSM and DMAIC methods the ideal time to resolve customer complaints can be determined for 4.54 days, 0.82 days faster than the company's target. Keyword: DMAIC, VSM, WAM, Waste
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 20 033 |
| NIM/NIDN Creators: | 41618310049 |
| Uncontrolled Keywords: | Kata kunci: DMAIC, VSM, WAM, Waste |
| 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 > 658.4 Executive Management/Manajemen Eksekutif |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 20 Apr 2022 07:52 |
| Last Modified: | 20 Apr 2022 07:52 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60268 |
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