Design and application of service blueprint for improving the service quality of franchise restaurant using walk-through audit and failure mode and effects analysis (FMEA)

2021 ◽  
Vol 35 (10) ◽  
pp. 93-108
Author(s):  
Soo-Yeon Lee ◽  
Ji-Young Yoon
Keyword(s):  
Service Quality ◽  
Failure Mode ◽  
Service Blueprint ◽  
Design And Application

scholarly journals Quality Improvement for A Shoe Laundry Using Integration Model of Service Blueprint, Failure Mode and Effect Analysis, and Fault Tree Analysis

2018 ◽  
Vol 218 ◽  
pp. 04006
Author(s):  
Natalia Hartono ◽  
Andry M Panjaitan ◽  
Abram Noel
Keyword(s):  
Service Quality ◽  
Failure Mode ◽  
Service Failure ◽  
Fault Tree ◽  
Fault Tree Analysis ◽  
Integration Model ◽  
Effect Analysis ◽  
Tree Analysis ◽  
Before And After ◽  
Service Blueprint

Nowadays, shoes are not just a casual footwear. Certain shoes can tell the social class of a person. The increase of shoe prices and social status of wearing expensive shoes became a trigger for the development of shoe laundry services. There were a service quality problems in a shoe laundry in Tangerang, Indonesia. Several methods to improve service quality was studied and it is decided to propose a new model, which is integration model of Service Blueprint, Failure Mode and Effect Analysis (FMEA) and Fault Tree Analysis (FTA). The research starts with identifying the problem with observation and interview, then build Service Blueprint. Based on the fail point that has been identified in Service Blueprint, the FMEA used to find which process is the most dominant cause of failure and the most urgent for improvement. The next step is using FTA to find the root cause of the failure of the dominant cause. After analyzing the FTA, the improvement was proposed and implemented. Service failure before and after implementation was compared to see the improvements. There are 6 suggestion and implemented. After the implementation, the error in each process was measured and it is found a decrease in error in each process.

scholarly journals IMPROVING SERVICE QUALITY OF CALL CENTER USING DMAIC METHOD AND SERVICE BLUEPRINT

2018 ◽  
Vol 15 (1) ◽  
Author(s):  
Fino Wahyudi Abdul ◽  
Nining Purwatmini
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Waiting Time ◽  
Call Center ◽  
Sigma Level ◽  
First Time ◽  
The Relationship ◽  
Dmaic Method ◽  
Service Blueprint

AbstractCustomer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of OC’s call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab-16. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer serviceKeywords: service quality, lean, DMAIC, service blueprint, sigma level

scholarly journals Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers

Processes ◽  
2020 ◽  
Vol 9 (1) ◽  
pp. 51
Author(s):  
Ling-Lang Tang ◽  
Shun-Hsing Chen ◽  
Chia-Chen Lin
Keyword(s):  
Service Quality ◽  
Failure Mode ◽  
Quality Factors ◽  
Kano Model ◽  
Effect Analysis ◽  
Logistics Center ◽  
Service Failures ◽  
Reliability Methods ◽  
Logistics Service Quality

This study uses the logistics center of a large organic retail store in Taiwan to analyze service blueprint and workflow, identifying the potential points of failure and thus serving as a basis for quality improvement. The failure mode and effect analysis (FMEA) model is an effective problem prevention methodology that can easily interface with many engineering and reliability methods. The utilized method integrates the failure mode and effect analysis (FMEA) and the Kano model to explore the possible occurrence of failures in the internal workflow and services of the studied logistics center. A two-stage survey was conducted. In the first stage, an investigation was conducted by 20 logistics experts on the FMEA’s key service failures. In the second stage, a questionnaire was filled out by 220 store staff to summarize the logistics service quality factors found in the Kano model. The results show that the degree of attention and satisfaction in the priority improvement items when there were service failures vary among the opinions of different internal employees and customers. The participants jointly believed that the items that need improvement are “Damaged incoming goods” and “A shortfall in the quantities of delivered goods”.

scholarly journals IMPROVING SERVICE QUALITY OF CALL CENTER USING DMAIC METHOD AND SERVICE BLUEPRINT

2018 ◽  
Author(s):  
Fino Wahyudi Abdul
Keyword(s):  
Quality Improvement ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Waiting Time ◽  
Call Center ◽  
Sigma Level ◽  
Software Service ◽  
Service Blueprint

Customer satisfaction is an important factor to businesses, because it causes customers to constantly return to use the service. Customer satisfaction is also related to the quality of service received by the customer of the companys’ products or services. The problem of PT OCI call center service quality happened at the first time a customer contacts the call center where waste of customer’s waiting time is detected. Service quality improvement methods used in the analysis of the waste of customers’ waiting time is the DMAIC and lean approach. Results showed that improvement is seen at the sigma level. The tools used are SIPOC, pareto diagram, CTQ, two proportion test, DOE, p-chart, and minitab software. Service blueprint analysis is used to analyze and discuss the relationship between service quality improvement using DMAIC in service process, points of contact with customers, and the evidence seen by the customer service.

scholarly journals Peran Metode Failure Mode and Effect Analysis (FMEA) terhadap Mutu Pelayanan Rumah Sakit: Systematik Review

2020 ◽  
Vol 20 (3) ◽  
pp. 932
Author(s):  
Anisa Sri Utami ◽  
Rahmi Fahmy ◽  
Zifriyanthi Minanda Putri
Keyword(s):  
Service Quality ◽  
Failure Mode ◽  
Pressure Sores ◽  
Hospital Services ◽  
Effect Analysis ◽  
Risk Of Failure ◽  
Effectiveness And Efficiency ◽  
Fmea Method ◽  
Improve Service Quality

Incidence of medication errors, nosocomial infections, falling patients, pressure sores (pressure sores) is often found in hospitals. This incident can be prevented by identifying the risk and finding the root of the problem using Failure mode and effect analysis (FMEA). This study aims to describe the effectiveness of the FMEA method on the quality of hospital services using a systematic review method. This research starts from searching for data using five databases with the keywords "FMEA or Risk Management or HFMEA" and "service quality" and "hospital" then doing screenings and feasibility assessments of 17 articles. The results of this study were seventeen articles describing the FMEA method in several hospital service processes where the evaluation results of the FMEA method could improve service quality. Therefore the FMEA method is effectively applied to the service process starting from identifying the risk of failure in service, implementing preventive measures to improve the quality of hospital services in the form of security dimensions, effectiveness, and efficiency. So this study recommends the use of the FMEA method in identifying the risk of failure to improve service quality.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

PENGARUH KUALITAS PELAYANAN DAN PROMOSI TERHADAP PERLUASAN PANGSA PASAR PRODUK DANA TALANGAN HAJI DI BANK SYARIAH MANDIRI KCP UJUNGBERUNG DAN KCP RANCAEKEK BANDUNG

2018 ◽  
Vol 2 (1) ◽  
pp. 1-15
Author(s):  
Intan Nurrachmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Market Share ◽  
Significant Influence ◽  
Strong Correlation ◽  
T Test ◽  
Market Expansion ◽  
Difference Constraints ◽  
Branch Office

This study departs from the hajj bailout financing facility which is a booming product because of the customer's interest, but in this case there is a difference in the target achievement between Bank Syariah Mandiri (BSM) Ujungberung KCP which is less successful in improving the hajj bailout products while the Rancaekek KCP is very superior in one consolidation Ahmad Yani Branch Office Bandung. This is what is interesting for researchers to carry out this research, the difference constraints include service quality and promotion factors. This phenomenon raises problems that must be examined, namely how the influence of service quality and promotion of market share expansion products hajj bailouts at Bank Syariah Mandiri KCP Ujungberung and KCP Rancaekek Bandung. This study aims academically to contribute in the study of Islamic economics in worksheets, especially the quality of service and promotion of market share expansion and practically expected to be able to provide input to all employees of BSM KCP Ujungberung regarding the quality of service and promotion of market expansion of bailout products. Hajj that has been successfully carried out by BSM KCP Rancaekek.The conclusion of this study is that there is a significant influence of service quality on the expansion of market share by 53.3% with a strong correlation of 0.730 and through t test, where t counts at 8.245 (> t table), then H_0 is rejected and H_i is accepted. Furthermore, there is a significant influence of promotion on the expansion of market share by 30.3% with a moderate / sufficient correlation of 0.550 through t test, where t counts is 4.219 (> t table), then H_ (0) is rejected and H_i is accepted. Then there is a significant influence of service quality and promotion simultaneously to the expansion of market share by 60.6% and a strong correlation of 0.784 and through Test F, where F count is 67.023 (> F table), then 〖H〗 _ ( 0) rejected and H_i accepted.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers
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