PERBAIKAN PENANGANAN KELUHAN PELANGGAN DENGAN PENDEKATAN INTEGRASI VALUE STREAM MAPPING DALAM PROSES MAMPU TELUSUR DIGITAL DI INDUSTRI OTOMOTIF

NASHIRUDDIN, MUHAMMAD (2025) PERBAIKAN PENANGANAN KELUHAN PELANGGAN DENGAN PENDEKATAN INTEGRASI VALUE STREAM MAPPING DALAM PROSES MAMPU TELUSUR DIGITAL DI INDUSTRI OTOMOTIF. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

The automotive industry faces challenges in handling customer complaints effectively to improve productivity and process efficiency. This study aims to improve the customer complaint handling system with an integrated value stream mapping approach in the digital traceability process to identify and eliminate waste in the workflow. The research methods used include analysis of existing processes, visual flow mapping, and the implementation of a digital traceability system to improve transparency and accuracy in handling customer complaints. This study was conducted at an automotive company by evaluating the efficiency of complaint handling before and after the implementation of the proposed strategy. The results of the study indicate that the implementation of improved customer complaint handling with an integrated value stream mapping approach in the digital traceability process has succeeded in accelerating the response time for complaint handling from an average of 26 days (exceeding the standard time of 14 days) to 7 days, so that this can increase productivity and reduce inefficiencies in the escalation and problem resolution process. Thus, this approach has proven effective in increasing customer satisfaction while driving continuous improvement in automotive industry operations. Keywords: Customer Complaint Handling, Digital Traceability Process, Value Stream Mapping, Process Efficiency, Productivity, Automotive Industry Industri otomotif menghadapi tantangan dalam menangani keluhan pelanggan secara efektif guna meningkatkan produktivitas dan efisiensi proses. Penelitian ini bertujuan untuk memperbaiki sistem penanganan keluhan pelanggan dengan pendekatan integrasi value stream mapping dalam proses mampu telusur digital guna mengidentifikasi dan mengeliminasi pemborosan dalam alur kerja. Metode penelitian yang digunakan mencakup analisis proses eksisting, pemetaan aliran visual, serta penerapan sistem mampu telusur digital untuk meningkatkan transparansi dan akurasi dalam menangani keluhan pelanggan. Studi ini dilakukan pada salah satu perusahaan otomotif dengan mengevaluasi efisiensi penanganan keluhan sebelum dan sesudah penerapan strategi yang diusulkan. Hasil penelitian menunjukkan bahwa implementasi perbaikan penanganan keluhan pelanggan dengan pendekatan integrasi value stream mapping dalam proses mampu telusur digital berhasil mempercepat waktu respon penanganan keluhan dari rata-rata 26 hari (melebihi standard waktu 14 hari) menjadi 7 hari, sehingga hal ini dapat meningkatkan produktivitas serta mengurangi inefisiensi dalam proses eskalasi dan resolusi masalah. Dengan demikian, pendekatan ini terbukti efektif dalam meningkatkan kepuasan pelanggan sekaligus mendorong perbaikan berkelanjutan dalam operasional industri otomotif. Kata kunci: Penanganan Keluhan Pelanggan, Proses Mampu Telusur Digital, Value Stream Mapping, Efisiensi Proses, Produktivitas, Industri Otomotif

Item Type:	Thesis (S2)
Call Number CD:	CD/553. 25 003
NIM/NIDN Creators:	55320120029
Uncontrolled Keywords:	Penanganan Keluhan Pelanggan, Proses Mampu Telusur Digital, Value Stream Mapping, Efisiensi Proses, Produktivitas, Industri Otomotif
Subjects:	100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 153 Conscious Mental Process and Intelligence/Intelegensia, Kecerdasan Proses Intelektual dan Mental > 153.4 Thought, Thinking, Reasoning, Intuition, Value, Judgment/Pemikiran, Pertimbangan, Penalaran, Intuisi, Nilai, Pendapat > 153.45 Value/Nilai 300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri 300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.3 Other Extractive Industries/Ekonomi Industri Lainnya 700 Arts/Seni, Seni Rupa, Kesenian > 710 Civic and Lanscape Art/Seni Perkotaan dan Pertamanan > 711 Area Planning/Perencanaan Wilayah Perkotaan dan Pertamanan > 711.7 Plans for Transportation Facilities/Perencanaan untuk Fasilitas Transportasi 700 Arts/Seni, Seni Rupa, Kesenian > 720 Architecture/Arsitektur > 725 Public Structures Architecture/Arsitektur Struktur Umum > 725.3 Transportation and Storage Buildings/Arsitektur Gedung Sarana Pengangkutan dan Penyimpanan > 725.38 Motor Vechile Transportation Buildings/Bangunan Kendaraan Bermotor
Divisions:	Pascasarjana > Magister Teknik Industri
Depositing User:	khalimah
Date Deposited:	19 Mar 2025 03:18
Last Modified:	19 Mar 2025 03:18
URI:	http://repository.mercubuana.ac.id/id/eprint/94988

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