PUTRA, ERIK AMIRA (2015) RANCANGAN IMPLEMENTASI ISO 9001-2008 KLAUSUL 7.2 DALAM MENGATASI KELUHAN PELANGGAN REAL ESTATE PT. SUMBER TIRTA MAS ABADI. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
This research was conducted at PT. Sumber Tirta Mas Abadi as a real estate developer who do not have the certificate of ISO 9001: 2008. The number of levels of product and service complaints received by the developer, then this study takes the implementation of ISO 9001: 2008 clause 7.2 processes relating to customers as improvement. This research study is a survey research that takes a sample of a population by using a questionnaire as a data collection tool. Variables used in this research is the customer satisfaction and the implementation of ISO 9001: 2008 clause 7.2. In the elaboration of the study variables created sub variables consist of several indicators as a reference in the data retrieval. Data analysis techniques in this study is to describe the data, which describes the existing data in order to obtain the real form of the respondents, making it easier to understand the researcher or others. The data presented in the form of qualitative data in the form, then the description of the data is done by arranging and classifying data according to variables. Identification of weaknesses can be seen from the indicators are not well qualified variables based on data from a qualitative description of the respondents. Improvement overcome these weaknesses in achieving customer satisfaction is the implementation of ISO 9001: 2008 clause 7.2 through quality planning methods, quality control, quality assurance and quality improvement. Keywords: Quality management system, the implementation of ISO 9001: 2008,customer satisfaction, product quality, service quality. Penelitian ini dilakukan pada PT. Sumber Tirta Mas Abadi sebagai perusahaan developer real estate yang belum memiliki sertifikat ISO 9001:2008. Banyaknya tingkat komplain produk dan layanan yang diterima pihak developer, maka penelitian ini mengambil implementasi ISO 9001:2008 klausul 7.2 proses yang berkaitan dengan pelanggan sebagai improvement. Penelitian ini adalah merupakan penelitian survey yang mengambil sampel dari suatu populasi dengan menggunakan kuesioner sebagai alat pengumpul data. Variabel penelitian yang digunakan yaitu mengenai kepuasan pelanggan dan implementasi ISO 9001:2008 klausul 7.2. Dalam penjabaran variabel penelitian tersebut dibuat sub variabel yang terdiri dari beberapa indikator-indikator sebagai acuan dalam pengambilan data. Teknik analisis data dalam penelitian ini adalah mendeskripsikan data, yaitu menggambarkan data yang ada guna memperoleh bentuk nyata dari responden, sehingga lebih mudah dimengerti peneliti atau orang lain. Data yang disajikan berupa data dalam bentuk kualitatif, maka deskripsi data dilakukan dengan cara menyusun dan mengelompokkan data sesuai variabelnya. Identifikasi kelemahan dapat diketahui dari indikator-indikator variabel yang berkualifikasi tidak baik berdasarkan data deskripsi kualitatif responden. Improvement mengatasi kelemahan tersebut dalam mencapai kepuasan pelanggan adalah implementasi ISO 9001:2008 klausul 7.2 melalui metode perencanaan mutu (quality Planning), pengendalian mutu (quality Control), jaminan mutu (quality Assurance) dan peningkatan mutu (quality Improvement). Kata kunci : Sistem manajemen mutu, implementasi ISO 9001:2008, kepuasan pelanggan, kualitas produk, kualitas layanan.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-553-15-092 |
| NIM/NIDN Creators: | 55312120028 |
| Uncontrolled Keywords: | Quality management system, the implementation of ISO 9001: 2008,customer satisfaction, product quality, service quality. Sistem manajemen mutu, implementasi ISO 9001:2008, kepuasan pelanggan, kualitas produk, kualitas layanan. MTI, MAGISTER TEKNIK INDUSTRI |
| Subjects: | 600 Technology/Teknologi > 670 Manufacturing/Manufaktur, Pabrik-pabrik |
| Divisions: | Pascasarjana > Magister Teknik Industri |
| Depositing User: | Maulana Arif Hidayat |
| Date Deposited: | 18 Jul 2022 07:32 |
| Last Modified: | 22 Jul 2022 04:08 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/65399 |
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