PRAMUHARDJANTO, ALBERTUS HARYO SUTEDI (2023) ANALISIS PENINGKATAN KUALITAS PRODUK PERUSAHAAN OTOMOTIF MELALUI PENURUNAN WARRANTY CLAIM DAN CONTINUOUS IMPROVEMENT DENGAN METODE DMAIC. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The automotive industry in Indonesia is a strategic industry that is in great demand by investors because it is still possible to develop for both the domestic and export markets. So that several new manufacturers choose to invest in Indonesia. Competition in the automotive industry is very tight, one of the parameters to increase the competitiveness of this product is in terms of quality. Good quality will increase customer trust, one of the quality parameters that can be seen directly by the customer is the warranty condition. Reducing warranty claims and continuous improvement is one way to improve quality so that products are highly competitive. Among the complaints that often occur in automotive products are Batteries, Mismatched Paint, Rear Shock Absorbers, Front Disc Brakes and Front Bumpers. The analysis carried out is focused on the DMAIC (Define, Measure, Analysis, Improve and Control) method. The analysis focuses on how to find the root cause and solve the problem that the customer complains. Based on analysis and improvement using the DMAIC method and other tools such as 5W1H analysis, customer complaints can be reduced from 11.26 cases/100 vehicles to 10,33 cases/100 vehicles or a decrease of 8.25%. Keywords : Continuous Improvement ; DMAIC; Warranty Claim Industri otomotif di Indonesia merupakan salah satu industri strategis yang sangat diminati oleh para investor karena masih dimungkinkan untuk berkembang baik untuk pasar domestik ataupun ekspor. Sehingga beberapa pabrikan baru menentukan pilihan investasinya di Indonesia. Hal ini mengakibatkan persaingan industri otomotif sangat ketat, salah satu parameter untuk meningkatkan daya saing produk tersebut adalah dari sisi kualitas. Kualitas yang baik akan meningkatkan kepercayaan customer, salah satu parameter kualitas yang bisa dilihat langsung oleh customer adalah kondisi warranty. Penurunan warranty claim serta continues improvement adalah salah satu cara untuk meningkatkan kualitas agar produk mempunyai daya saing yang tinggi. Diantara keluhan yang sering terjadi pada produk otomotif adalah Battery, Paint unmatching, Shock Absorber Belakang, Front Disc Brake serta Front Bumper. Analisi yang dilakukan fokus pada metode DMAIC (Define, Measure, Analysis, Improve and Control). Analisa difokuskan pada bagaimana mencari akar penyebab serta perbaikan pada problem yang dikeluhkan customer. Berdasarkan analisa serta perbaikan dengan metode DMAIC dan tools yang lain seperti 5W1H Analisis maka keluhan pelanggan bisa diturunkan dari 11,26 kasus/100 kendaraan menjadi 10,33 kasus/100 kendaraan atau turun sebanyak 8,25%. Kata Kunci : Continues Improvement; DMAIC ; Warranty Claim
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