SETIAWAN, YOHAN BUDHI (2021) ANALISIS PERBAIKAN KUALITAS PELAYANAN SERVIR MESIN INDUSTRI DENGAN LANGKAH DMAIC DAN FMEA PADA CV.HTA. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
CV HTA is a company engaged in services, which are the sale and service of industrial machinery such as lathe, milling, grinding, drilling, EDM and wirecut. In carrying out the aftersales service process, it was found that in the period January 2020 to December 2020, 23 out of a total of 48 service processes experienced delays from the time promised to consumers. A low value of sigma indicates that the quality of services provided has not been maximed. With this condition, the research aims to find out what factors cause delays in the service process for industrial machines and provide recommendations for improvements using the DMAIC (Define, Measure, Analyze, Improve and Control) and FMEA(Failure Mode Effect Analysis) methods so that the industrial machine service time can be as promised. The results obtained indicate that the most dominant cause of delay with the help of the Pareto diagram is in terms of spare parts, where the search process for spare parts is long and there is a possibility that spare parts are not ready stock which causes long delays in the service process. The recommendation for improvement given is the implementation of 5S(Sort, Set in order, Shine, Standardize, and Sustain) in spare parts warehouses and providing a stock recording system and the location of the spare parts by giving clear labels of the names and numbers of the spare parts so that the spare part search process can be faster. Keywords: Six Sigma, DMAIC, FMEA, 5S, service industry CV HTA merupakan perusahaan yang bergerak pada bidang jasa yaitu penjualan dan servis mesin mesin industri seperti bubut, milling, grinding, drilling, EDM dan wirecut. Dalam menjalankan proses alftersales service nya, ditemukan pada periode Januari 2020 hingga Desember 2020 dari total 48 proses servis, 23 proses mengalami keterlambatan dari waktu yang dijanjikan ke konsumen. Nilai sigma yang rendah menunjukkan bahwa kualitas jasa yang diberikan belum maksimal. Dengan kondisi ini maka penelitian bertujuan untuk mencari tahu faktor faktor apa saja yang menyebabkan keterlambatan pada proses servis mesin industri dan memberikan rekomendasi perbaikan dengan langkah DMAIC (Define, Measure, Analyze, Improve dan Control) dan FMEA (Failure Mode Effect Analysis) agar waktu proses servis mesin industri dapat sesuai dengan yang sudah dijanjikan . Hasil yang diperoleh menunjukkan bahwa penyebab keterlambatan yang paling dominan dengan bantuan diagram pareto adalah dari segi sparepart, dimana proses pencarian sparepart yang lama dan ada kemungkinan bahwa sparepart tidak ready stok yang menimbulkan lamanya keterlambatan proses servis. Rekomendasi perbaikan yang diberikan adalah dengan penerapan 5S(Sort, Set in order, Shine, Standardize, and Sustain) pada gudang sparepart dan memberikan sistem pencatatan stok dan letak saprepart dengan memberikan label nama dan nomor sparepart yang jelas sehingga proses pencarian sparepart dapat lebih cepat . Kata Kunci : Six Sigma , DMAIC, FMEA, 5S, Industri jasa
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 41619110004 |
| Uncontrolled Keywords: | Six Sigma , DMAIC, FMEA, 5S, Industri jasa |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 05 Oct 2023 02:25 |
| Last Modified: | 05 Oct 2023 02:25 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81996 |
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