scholarly journals Analisis Kinerja Situs Web Perusahaan Asuransi Umum Terbuka Studi Kasus: 8 (Delapan) Perusahaan Asuransi Umum Terbuka di Indonesia

2012 ◽  
Vol 3 (1) ◽  
pp. 595
Author(s):  
Brata Wibawa Djojo
Keyword(s):  
Quality Function Deployment ◽  
Insurance Companies ◽  
Insurance Company ◽  
House Of Quality ◽  
Customer Expectation ◽  
Technical Requirements ◽  
General Insurance ◽  
Voice Of Customer ◽  
The Voice ◽  
Quality Tool

The company’s product and service can be uploaded and accessed in website. It will make the customer easier to find for any information of product offered or about the company itself through company’s website. Product(s) and service(s) information of the general insurance company in the website are the important things to make their customer learn about the product, know the company and (perhaps) make a transaction on there. This research is to measure the website performance of the go-public general insurance companies: how they fulfill the customer expectation of the information and service provided in their website properly. The research uses a non-statistical method, Quality Function Deployment (QFD) methodology. It uses House of Quality tool in graph and matrices to gather the Voice of Customer (VoC) for customer’s requirements of website performance and the Voice of the Engineer (Technical Requirements), which is described for the website characteristic in terms of the function itself. Through this analysis, it will be set the development targets of the website performance of 8 (eight) go-public general insurance companies in Indonesia. It may be as an input for each company to review their website performance further.

scholarly journals ANALISIS PERBAIKAN KUALITAS PELAYANAN DALAM UPAYA MENINGKATKAN KEPUASAN PELANGGAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS CAFE XYZ RAWALUMBU)

2020 ◽  
Vol 1 (2) ◽  
pp. 89-100
Author(s):  
Chusnul Chotimah ◽  
Alloysius Vendhi Prasmoro ◽  
Denny Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fast Food ◽  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Technical Requirements ◽  
The Matrix ◽  
Fast Food Restaurants ◽  
Voice Of Customer

ABSTRACT Culinary business in Bekasi is growing more and more, both cafes or other fast food restaurants. This encourages entrepreneurs, investors to do culinary business. One of the fast food culinary businesses is the XYZ cafe. This study discusses the analysis of service quality in XYZ cafe about voice of customers to increase customer satisfaction at XYZ cafe. The purpose of this study is to determine the priority scale to increase the customers satisfaction based on the voice of customer and know what technical requirements should be given by cafe XYZ to does what customers need . The method used is the QFD, using the matrix house of quality. The results of this study are 15 Voice OF customer attributes that have also been sorted by priority scale of improvement, with the first priority being the taste of delicious and fresh and there are 8 attributes of technical requirements. Keywords: Service Quality, Voice of Customer, customer satisfaction, Quality Function Deployment (QFD), House of Quality

Quality improvement initiatives based on customer and service provider perspectives in shopping malls

2018 ◽  
Vol 10 (2) ◽  
pp. 176-195 ◽  
Author(s):  
Fatma Pakdil ◽  
Feride Bahar Kurtulmuşoğlu
Keyword(s):  
Service Delivery ◽  
Quality Function Deployment ◽  
Service Providers ◽  
Relative Weight ◽  
Shopping Malls ◽  
Content Type ◽  
Technical Requirements ◽  
Provider Perspectives ◽  
Voice Of Customer ◽  
The Voice

PurposeThe purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery design processes using quality function deployment (QFD) methodology at shopping malls.Design/methodology/approachQFD is used to determine and close the gap between the most important customer needs and expectations and the opinions of service providers using a unique platform.FindingsOn customer side, the highest relative weight was given to “prompt response to customer concerns”, “not being crowded and loud”, “providing services for disabled customers” and “security of mall” customer expectations. On engineering side, “employees’ attributes, the size of parking area, reliable service, the time to find a product, the size of mall, disabled friendly infrastructure and the number of elevators and escalators” were determined to be the most important technical requirements.Originality/valueIntegrating the voice of customer into the voice of engineering, this study is the first attempt to describe how QFD methodology could be used to holistically optimize service delivery configurations in the mall industry. Unlike conventional QFD that ignores the cost perspective, this study has implications for operations managers with regard to solving resource allocation problems.

scholarly journals Pengembangan Produk Power Charger Portable dengan Menggunakan Metode Quality Function Deployment (QFD)

2019 ◽  
Vol 8 (1) ◽  
pp. 55-62
Author(s):  
Rony Prabowo ◽  
Maulana Idris Zoelangga
Keyword(s):  
Mobile Phone ◽  
Quality Function Deployment ◽  
Human Life ◽  
Electrical Power ◽  
Power Source ◽  
House Of Quality ◽  
Communication Devices ◽  
Voice Of Customer ◽  
The Voice ◽  
Voice Of Customers

Technological sophistication has become the necessity of human life, because it can facilitate the survival of human life. One of the technological sophistication that is needed by humans is the mobile phone. Mobile communication devices require electrical power sourced from the battery, when it runs out of power [1]requires a power source to restore power. Portable charger products [2]is one of the products that are always in need of mobile phone users. In this study, portable charger products have the advantage that can charge electric power just by moving it without using the electricity that comes from PLN. The purpose of this study is to determine the characteristics of portable charger products and designing products in accordance with the voice of customers obtained. In the first stage, the preparation and distribution of questionnaires to obtain voice of customer, create a technical response, create a house of quality, which then design the manufacture of portable charger products in accordance with customer wishes. Based on the research, the result of design of portable charger product with the length of 15 cm, width 8cm, thickness 3 cm and has the adhesive as long as 25 cm. Keywords: technology, phone, portable, charger, function 

scholarly journals Design and Development of Mobile Phone Using Quality Function Deployment

2017 ◽  
Vol 2 (1) ◽  
pp. 1-10
Author(s):  
Hamid Ullah ◽  
Asiyah Ali
Keyword(s):  
Mobile Phone ◽  
Quality Function Deployment ◽  
Relationship Matrix ◽  
House Of Quality ◽  
Concept Generation ◽  
Total Quality ◽  
Design And Development ◽  
Quality Function ◽  
Technical Requirements ◽  
The Voice

The paper presents design and development of mobile phone using Quality Function Deployment. Quality Function Deployment is one of the total quality management tools used to convert customers’ needs into design specifications. A market survey is conducted to find out the voice of customer. The Voice of the Customer is converted into customers’ needs. Relative importance is assigned to customers’ needs. A list of technical requirements that could fulfill the customers’ needs is produced. A relationship matrix is developed between the customers’ needs and the technical requirements. The relationship matrix is converted into the House of Quality. Output from the House of Quality is used in concept generation of mobile phone. Concept generation is followed by concept selection. Final improved model of the mobile phone is presented.  

Managing uncertainty in a general insurance company

1990 ◽  
Vol 117 (2) ◽  
pp. 173-277 ◽  
Author(s):  
C. D. Daykin ◽  
G. B. Hey
Keyword(s):  
Computer Model ◽  
Flow Model ◽  
Insurance Companies ◽  
Simulation Methods ◽  
Insurance Company ◽  
Practical Applications ◽  
General Insurance ◽  
Alternative Approaches ◽  
The Impact

AbstractA cash flow model is proposed as a way of analysing uncertainty in the future development of a general insurance company. The company is modelled alongside the market in aggregate so that the impact of changes in premium rates relative to the market can be assessed. An extensive computer model is developed along these lines, intended for use in practical applications by actuaries advising the management of genera1 insurance companies. Simulation methods are used to explore the consequences of uncertainty, particularly in regard to inflation and investments. Some comments are made on the role of actuaries in general insurance. Alternative approaches to describing the behaviour of an insurance firm in the market are considered.

Determinants of United Kingdom General Insurance Company Performance

2004 ◽  
Vol 10 (5) ◽  
pp. 1079-1110 ◽  
Author(s):  
Y. Shiu
Keyword(s):  
United Kingdom ◽  
Panel Data ◽  
Performance Measures ◽  
Panel Data Analysis ◽  
Ordinary Least Squares ◽  
Insurance Companies ◽  
Company Performance ◽  
Insurance Company ◽  
Data Set ◽  
General Insurance

ABSTRACTDynamic financial analysis has become one of the important tools that actuaries use to model the underwriting and investment operations of insurance companies. The first step in carrying out the analysis is to investigate the most important factors affecting company performance. This paper identifies the determinants of the performance of United Kingdom general insurance companies using a panel data set consisting of economic data and Financial Services Authority/Department of Trade and Industry returns over the period 1986 to 1999. Three performance measures are used to capture different aspects of insurance operations. These measures are related to a number of economic and firm specific variables, chosen on the basis of relevant theory and literature. An ordinary least squares regression model and two panel data models are estimated for each of three performance measures. This paper also addresses several important econometric problems that are usually ignored in applied work in the context of panel data analysis. Based on the empirical results, this study finds that liquidity, unexpected inflation, interest rate level and underwriting profits are statistically significant determinants of the performance of U.K. general insurers.

Development of E-Saving Glass by Malaysia Overview Using Quality Function Deployment Method for Market Transformation

2015 ◽  
Vol 761 ◽  
pp. 594-598
Author(s):  
Syaiful Rizal Hamid ◽  
Boon Cheong Chew ◽  
Muhammad Azfar Abdullah ◽  
Sarah Halim
Keyword(s):  
Quality Function Deployment ◽  
Market Research ◽  
New Product ◽  
Customer Requirements ◽  
Quality Function ◽  
Factors Analysis ◽  
Market Transformation ◽  
Voice Of Customer ◽  
The Voice ◽  
Qfd Method

This paper discusses the development of E-saving glass (ESG) in Malaysia by using quality function deployment (QFD) method for market transformation. This paper focuses on two objectives, i.e., (i) to investigate the suitability of the ESG in Malaysian market for customer satisfaction, product quality and manufacturer competitiveness by using systematic tools of QFD process, and (ii) the implementation of ESG by looking at factors analysis based on QFD method and Malaysian market transformation. The QFD method is utilised by a multidisciplinary team to translate a set of customer requirements (the “voice of customer” (VOC)), market research and technical benchmarking data into an appropriate number of prioritised engineering targets that could be met by a new product design.

scholarly journals Analisis Efisiensi Asuransi Umum Syariah di Indonesia Tahun 2013-2015: Aplikasi Metode Data Envelopment Analysis (DEA)

2017 ◽  
Vol 4 (9) ◽  
pp. 757
Author(s):  
Yulia Wahyu Ningsih ◽  
Noven Suprayogi
Keyword(s):  
Data Envelopment Analysis ◽  
Insurance Companies ◽  
Scale Efficiency ◽  
Data Envelopment ◽  
Insurance Company ◽  
Average Value ◽  
General Insurance ◽  
Decision Making Unit ◽  
Dea Analysis ◽  
Input Variables

This study aims to analyze the efficiency of sharia general insurance companies in Indonesia. The input variables used are total assets, expenses, and payment of claims, while the output variable is the income and tabarru’ funds. The method were used to measure the level of efficiency is the Data Envelopment Analysis (DEA) with the assumption of Variable Return to Scale (VRS) with input and output orientation. The samples are 12 sharia general insurance companies during 2013-2015. The results of the study indicate that the average result of DEA analysis for the entire DMU (Decision Making Unit) has not been efficient. The average value of economic efficiency (CRS) by 0.978, technically efficiency (VRS) for 0.925, and scale efficiency for 0.945. Source of inefficiency sharia insurance company is the scale of operations and management of input to output is not optimal.

ANALISIS PENGEMBANGAN PRODUK COKELAT PRALINE BUAH NAGA DENGAN MENGGUAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD)

2018 ◽  
Vol 13 (02) ◽  
pp. 1938-1942
Author(s):  
Andi Haslindah ◽  
Andi Haslinah ◽  
Ilfa Zahrani ◽  
Alfira Mutmainah
Keyword(s):  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Voice Of Customer

Praline adalah jenis cokelat yang ditambahkan bahan pengisi misalnya kacang-kacangan atau buah-buahan segar. Melihat manfaat dari cokelat dan buah naga, sehingga peneliti tertarik dan memiliki ide untuk membuat cokelat praline buah naga. Namun sebelum usaha ini dikembangkan, terlebih dahulu peneliti melakukan studi Analisis Pengembangan Produk Cokelat Praline Buah Naga Menggunakan Metode Quality Function Deployment (QFD) untuk mengetahui pengembangan dan kualitas produk cokelat praline buah naga pada masyarakat.Penelitian ini bersifat deskriptif dengan analisis kualitatif. Studi kasus dilakukan pada Teaching Industry Unhas. Metode pengumpulan data pada penelitian ini yaitu observasi, wawancara dan menyebarkan kuesioner kepada 100 orang responden yang dianggap sebagai konsumen potensial. Analsis data yang dilakukan yaitu tahap pengumpulan Voice of Customer, tahap penyusunan House of Quality serta tahap analisis dan interpretasi. Hasil yang diperoleh dari penenlitian ini menunjukkan bahwa untuk melakukan pengembangan produk cokelat praline buah naga, terdapat 10 atribut, atribut yang diprioritaskan adalah rasa dengan nilai 5,997 dan bentuk dengan nilai 5,983. Peningkatan kualitas produk yang sesuai dengan keinginan konsumen yaitu adanya 11 parameter teknik, parameter teknik yang diprioritaskan adalah memilih biji kakao dan buah naga yang baik dengan nilai 4,079 dan pembuatan selai buah naga dengan nilai 3,784 sesuai dengan rumah mutu kualitas atau House of Quality (HoQ).

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