scholarly journals PENERAPAN METODE QUALITY FUNCTION DEPLOYMENT GUNA MENINGKATKAN KUALITAS PELAYANAN JASA PADA KOPERASI AGRONIAGA INDONESIA SYARI’AH

2014 ◽  
Vol 3 (1) ◽  
Author(s):  
Ahmad Yani
Keyword(s):  
Quality Improvement ◽  
Quality Function Deployment ◽  
Direct Evidence ◽  
Quality Of Services ◽  
House Of Quality ◽  
Quality Function ◽  
Precision And Accuracy ◽  
Voice Of Customer

AhmadYaniPT. Visiland Dharma Sarana Jakarta PusatE-mail: [email protected] research objective was to implement QFD (Quality Function Deployment) to improve the qualityof service on Kanindo Shari’ah. Variables consisted of direct evidence, reliability, responsiveness,assurance, empathy. Phase of the QFD were (1) poll (Voice of Customer), (2) analysis with QFD, (3)the preparation of Quality Houses. Respondents were customers on Kanindo Shari’ah, namely 40customers who were collected by using accidental sampling. The results showed that the improvementin the quality of services performed by observing attributes of interest to the customer. Then, thecustomer satisfaction performance attributes were the most satisfying hospitality and good communication.Competitive satisfaction performance attributes satisfied customer was adequate infrastructure.Goal was the most preferred attribute settle by Kanindo Shari’ah. The highest value on ImprovementRatio was the speed, precision and accuracy of serving customers. Sales point showed a stronglevel of sales. Finally, the analysis of the results obtained planning quality improvement services inthe form of House Of Quality (HOQ)Keywords: Quality function deployment, direct evidence, reliability, responsiveness, assurance, empathy,house of quality

scholarly journals IMPLEMENTASI METODE QUALITY FUNCTION DEPLOYMENT DAN METODE SERVQUAL DIMENSI KEPARIWISATAAN GUNA PERBAIKAN KUALITAS PARIWISATA PANTAI KEBUMEN (Studi Kasus pada Pantai Logending, Pantai Manganti, Pantai Suwuk, Pantai Petahanan, dan Pantai Brencong)

2019 ◽  
Vol 2 (2) ◽  
Author(s):  
Kabul Trifiyanto ◽  
Ika Susilowati
Keyword(s):  
Quality Function Deployment ◽  
Quality Of Services ◽  
House Of Quality ◽  
City Center ◽  
Quality Function ◽  
The Government ◽  
Tourism Services ◽  
The City ◽  
Qfd Method

Kebumen tourism is dominated by south coast destination objects with combat routes ranging from half to two hours drive from the city center. Since 2015 tourist visits  have increased, but on average only 14%. This is not comparable with the budget issued by the government to date which focuses on tourism infrastructure and the opening of new objects, especially coastal areas. According to preliminary studies the cause is because of visitor dissatisfaction with the quality of services provided, especially coastal tourism. So as to provide recommendations for improvements in tourism services in this study, the quality function deployment (QFD) method is based on servqual evaluation specifically for tourism dimensions. There are 43 variables used to define the quality of service dimensions of tourism for visitors. By using additional kano models, 12 critical variables were obtained. Then the critical variable produces 16 technical responses through the house of quality method for later as a recommendation for improvement. With the priority of repairs are; making tourist management SOPs, adding cleaners, and adding a viewing post/spot

scholarly journals ATRIBUT-ATRIBUT YANG MENJADI PRIORITAS UNTUK PENINGKATAN KUALITAS LAYANAN DI PATRA SEMARANG CONVENTION HOTEL

2012 ◽  
Vol 12 (2) ◽  
pp. 95
Author(s):  
ARIES SUSANTY ◽  
ARIEF CHANDRA PUTRA BUANA
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Quality Function Deployment ◽  
Quality Of Services ◽  
Quality Function ◽  
Consumer Complaints ◽  
Performance Matrix ◽  
New Information

This paper is the result of a research that aimed to evaluate the quality of services at Patra Semarang Convention Hotel by using the Service Quality (SERVQUAL) and ImportancePerformance Matrix, and provide corrective suggestions for improving service quality on some priority attribute by using Quality Function Deployment (QFD) in order to clarify the follow-up should be done to close the gap that happened between acceptable and what is expected by thecustomer. In this paper, evaluation of service quality is assessed through five gaps (gap 1untill gap 5) that occurred. This evaluation is done by distributing questionnaires to customers (110 respondents) and to the employee (85 respondents). Then, the results of these evaluation are placed in the quadrants contained on Importance Performance Matrix (IPM) (mapped) in order to capture the attributes that really matter to the satisfaction of the customers but their performance is still very low (negative). Result of this mapping shows that the Patra Semarang Convention Hotel should focus its quality improvement services to the five important attributes, i.e: easiness to access the information from internet, clarity of delivery of new information by employee, cleanliness of the hotel, availability of adequate parking area, and speed of employees in responding to the consumer complaints. All this important attributes will be a priority in product planning for improvements the quality of services provided.

Analisis Kualitas Pelayanan Dengan Penerapan Metode Quality Function Deployment Pada Pasien Unit Rawat Jalan Poliklinik Penyakit Dalam Badan Rumah Sakit Umum Daerah �45� Kuningan

2008 ◽  
Vol 4 (08) ◽  
pp. 36
Author(s):  
Lili Karmela Fitriani Karmela Fitriani
Keyword(s):  
Quality Function Deployment ◽  
Technical Characteristic ◽  
Importance Value ◽  
Quality Function ◽  
The Public ◽  
Water Closet ◽  
Degree Of Satisfaction ◽  
Voice Of Customer ◽  
Level Of Importance

AbstrakThe data of year 2006 show that amount of polyclinic patients care unit of BRSUD�45� Kuningan is the most among other polyclinics. The result of observation and interviews tell that the degree of satisfaction got by the patients is in the level(category) of middle (enough) and the degree of importance is in the level of high (important). The purpose of doing this research is to analyze the quality of service to improve the patients satisfaction using Quality Function Deployment method involving 96 respondents. The data were taken from the result of applying quality Function Deployment method in BRSUD�45� Kuningan tells that the attribute owning the highest level of importance is the competence or the skill of the doctors in handling their works while the attribute owning the lowest level is the availability of the public service facilities such as public phones, televisions, and ATM. The attribute that owns the most satisfaction value is the dressy of the officials while the attribute that owns the least satisfaction value is the comfortable, hygiene water closet. The technical characteristic owning relatively the highest importance value is the standard officers� performance; therefore, such attribute gets the highest attentive priority of technical characteristic (technical response)Keywords : QFD, House of Quality, Voice of Customer, Technical Characteristic, Technical Response

scholarly journals STRATEGI PENGEMBANGAN KUALITAS PELAYANAN UNTUK MEMENUHI KEINGINAN KONSUMEN PADA BENGKEL WIJAYA TOYOTA

2019 ◽  
Vol 1 (1) ◽  
pp. 39-54
Author(s):  
Anggit Suryopratomo
Keyword(s):  
Qualitative Methods ◽  
Direct Contact ◽  
Completion Time ◽  
Quality Function Deployment ◽  
Spare Parts ◽  
Quality Of Services ◽  
House Of Quality ◽  
Waiting Room ◽  
Care Services

This study addresses the complex problems in taking a decision to achieve corporate objectives, to improve the quality of consumer care services, as well as care services in accordance with the wishes of the customer in Workshop Wijaya Toyota (PT Wijaya Motor Lestari) in partnership with PT Astra International Tbk. This research is descriptive, assigning a sample of 100 customers. Data were processed in the qualitative  methods using Quality Function Deployment and the result was displayed in a matrix House of Quality. The results show that strategies the workshop Wijaya Toyota applies to improving the quality of services are: the waiting room and toilet cleanliness, promoting warranty repair workshop, ensuring the accuracy of completion time of maintenance, speed of completion of the work, maintenance appropriate to their complaints, garage attendant explanation of maintenance, stock availability of original spare parts, direct workshop personnel explanation at the time of submission, garage attendant explanation upon delivery, transparent overall cost to be paid,  reasonableness price of original parts, friendliness and courtesy officer spare parts, and workshop personnel direct contact. 

scholarly journals Penerapan Quality Function Deployment(QFD) Untuk Mengembangkan Kualitas Pelayanan Rawat Jalan Berorientasi Pelanggan Di Rumah Sakit Paru-Paru

2012 ◽  
Vol 1 (1) ◽  
pp. 65-75
Author(s):  
Rudy Joegijantoro
Keyword(s):  
Fuzzy Logic ◽  
Quality Function Deployment ◽  
House Of Quality ◽  
Customer Requirements ◽  
Linguistic Terms ◽  
Major Drawback ◽  
Quality Function ◽  
Structured Design ◽  
Functional Features

Quality Function Deployment (QFD) is defined as a method that supports the structured design of products or services. The method is based on the customer needs and involves all the relevant parties within an organization that develops and produces a product through teamwork. It is a method for mapping and prioritizing customer requirements into functional features and technical modules to optimize market performance. Although the quality of a service can be dramatically improved through a QFD exercise, the traditional crisp scoring approach has a major drawback. A wrong conclusion can be easily produced since the fuzzy nature of linguistic correlation terms from evaluation members is ignored. To overcome this problem, fuzzy scoring for linguistic terms is proposed in this paper. This study integrates fuzzy logic into House Of Quality to establish a framework for prioritizing customer requirements to simply, objectively, and scientifically analyze service features.

scholarly journals Strategi Peningkatan Kualitas Produk Lokal ”Teh Sepang”Menggunakan Metode Quality Function Deployment (Qfd) Di Kabupaten Sumbawa

2017 ◽  
Vol 17 (1) ◽  
Author(s):  
Rahmawati, Sumarlin, Junaidi Efendi
Keyword(s):  
Quality Function Deployment ◽  
Performance Level ◽  
Appropriate Technology ◽  
Data Sampling ◽  
Quality Function ◽  
Local Product ◽  
Quality Product ◽  
Voice Of Customer ◽  
Survey Approach

AbstractTeh Sepang’ is a specialdrink of Sumbawanese people which included basic ingredient from Secang(Sepang)tree(CaesalpiniaSappan L). This research was aimed to know: attributes that becomecustomers’ priority to choose the local product that is tehsepang’.Identifiedthe variablesof techniqueproduction had direct influence in improvement the quality of local product tehsepang’. Analysed how far the quality product performance in customer needs’ and satisfaction. The method of this research wasdescriptive method, by using survey approach. This research was conducted in West Alas District, Sumbawa Regency. A technique of data collection was interview VOC (Voice of Customer) trough questioner. Technique of data sampling waspurposive sampling. The data in this research was analysed by using Quality Function Deployment (QFD).Based on the result of analysed Importance to Customer showed that there were 10 first important level from the customers of tehsepang’ that was; 1) The price appropriate with others attributes, 2) Man-power to produce tehsepang’, 3) The ingredients influence the taste, 4) Products’ Information, 5) Place of production, 6) Products’ Image, 7) The ingredients influence aromatic8) Appropriate technology,9) Compatibility ingredients of production, 10) Contents’ protection (its mean that the pack can use to safe the tea). Whilefrom 10 variables of technique production there were three variables which most influencetowardthe product quality increase that was; mix all of the ingredients into tea pouch, packaging into available tea boxes, and sort out the materials. While the highest customers’satisfaction performance at three sub product attributes included herbal tea with customer satisfaction performance level in the amount of 4.17, sub attribute of the new local product customers’ satisfaction performance level in the amount of 4.57 and sub attribute of appropriate technology with customers’ satisfaction performance level in the amount of 3.87. Keywords: Quality Increase, TehSepang’, Importance to Customer, Quality Function Deployment

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).

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

scholarly journals PENGGUNAAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DALAM REDESAIN KOMPOR BATIK ELEKTRIK “KOMBATRIK”

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Siti Lestariningsih ◽  
Jono Jono
Keyword(s):  
Quality Function Deployment ◽  
House Of Quality ◽  
Quality Function ◽  
Voice Of Customer

Penelitian dengan judul “ Penggunaan Metode Quality Function Deployement (QFD) dalam Redesain Kompor Batik Elektrik ”KOMBATRIK” untuk mengetahui karakteristik-karakteristik kebutuhan pengguna kompor batik elektrik yang perlu diperhatikan dalam membuat kompor batik elektrik baru yang berdasarkan House of Quality (HOQ ).Dalam penelitian ini telah dilakukan analisis dan evaluasi kebutuhan pengrajin (voice of customer) terhadap kompor batik elektrik “KOMBATRIK” yang ada saat ini. Hasil penelitian bahwa Karakteristik Kombatrik yang diperlukan pengrajin meliputi bentuk kompor dan posisi tombol (On Of), sehingga desain Kombatrik baru dengan bentuk wajan ditambah pengait canting dan tinggi tombol (On Of) berada ditengah (6,8Cm).Harapannya setelah dilakukan penelitian dapat dibuat kombatrik baru agar keinginan pengguna dapat terpenuhi.

scholarly journals MENENTUKAN PRIORITAS PERBAIKAN PENGEMBANGAN PRODUK ALAT PEMBUKA TUTUP GALON DENGAN QUALITY FUNCTION DEPLOYMENT

2021 ◽  
Vol 1 (1) ◽  
Author(s):  
Glisina Dwinoor Rembulan ◽  
Tony Wijaya ◽  
Andrew Ruslie ◽  
Jordy Jordy ◽  
Rama Adi Saputra Sunadynatha
Keyword(s):  
Stainless Steel ◽  
Quality Function Deployment ◽  
Bottled Water ◽  
Production Costs ◽  
House Of Quality ◽  
Quality Function ◽  
Color Selection ◽  
Beverage Industry ◽  
Sales Industry ◽  
Voice Of Customer

<p>Industri penjualan air minum dalam kemasan terus berkembang seiring tingginya kebutuhan air bersih oleh masyarakat. Pangsa pasar industri air minum dalam kemasan terhadap industri minuman mencapai 84% dan menyumbang 3,3% terhadap produk domestik bruto (PDB). Kemasan galon adalah salah satu kemasan yang banyak digunakan oleh masyarakat saat ini. Telah ditemukan beberapa masalah ketika membuka tutup galon. Masalah-masalah tersebut dapat diatasi dengan melakukan pengembangan produk alat pembuka tutup galon yang disesuaikan dengan kebutuhan pelanggan atau <em>Voice of Customer</em> (VOC). VOC dikumpulkan dan diterjemahkan melalui dua kuesioner, yaitu kuesioner terbuka dan kuesioner tertutup. Kuesioner pertama adalah proses pengumpulan data melalui wawancara terbuka kepada pelanggan air galon. Sementara kuesioner kedua disebarkan kepada pelanggan yang sama untuk dilakukan penilaian lebih lanjut. Metode yang digunakan pada penelitian ini adalah <em>Quality Function Deployment</em> (QFD) dengan membuat matriks <em>House of Quality</em> (HOQ). Hasil penelitian menunjukkan terdapat 12 VOC, 10 respon teknis, dan urutan prioritas perbaikan secara berturut-turut yaitu (1) penggunaan material pada alat (plastik atau stainless steel), (2) berat alat, (3) diameter pegangan, (4) diameter alat pembuka tutup galon, (5) jumlah fitur tambahan pada alat, (6) jumlah gerakan dalam penggunaan alat, (7) panjang pegangan, (8) tenaga yang digunakan, (9) pemilihan warna (merah, kuning, hijau), dan (10) biaya produksi.</p><p><strong>Kata Kunci:</strong> <em> Voice of Customer, Quality Function Deployment, House of Quality</em></p><p><em><br /></em></p><p><em>The bottled water sales industry continues to grow in line with the high demand for clean water by the community. The market share of the bottled water industry to the beverage industry reaches 84% and accounts for 3.3% of gross domestic product (GDP). Gallon packaging is one of the packages that is widely used by the community today. Several problems were encountered when opening the gallon cap. These problems can be overcome by developing a product for a gallon cap opener that is tailored to customer needs or Voice of Customer (VOC). VOC was collected and translated through two questionnaires, namely an open questionnaire and a closed questionnaire. The first questionnaire is the process of collecting data through open interviews with gallon water customers. Meanwhile, the second questionnaire was distributed to the same customers for further assessment. The method used in this research is Quality Function Deployment (QFD) by creating a House of Quality (HOQ) matrix. The results showed that there were 12 VOCs, 10 technical responses, and a priority order of improvement in succession, namely (1) the use of material on the tool (plastic or stainless steel), (2) the weight of the tool, (3) the diameter of the handle, (4) the diameter of the tool. gallon cap opener, (5) the number of additional features on the tool, (6) the number of movements in the use of the tool, (7) the length of the handle, (8) the power used, (9) color selection (red, yellow, green), and (10) production costs.</em></p><p><strong><em>Keywords:</em></strong><em> Voice of Customer, Quality Function Deployment, House of Quality</em></p><p><em><br /></em></p>

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