scholarly journals IMPLEMENTASI METODE SIX SIGMA DAN SERVQUAL DALAM MENENTUKAN TINGKAT KEPUASAN PELANGGAN PADA PT. LAUTAN BERLIAN UTAMA MOTOR

2020 ◽  
Vol 1 (1) ◽  
Author(s):  
Rita Nilawati ◽  
Liza Yulianti ◽  
Eko Suryana
Keyword(s):  
Customer Satisfaction ◽  
Six Sigma ◽  
Visual Basic ◽  
Spare Parts ◽  
Sql Server ◽  
Graphical Form ◽  
Motor Branch ◽  
Maintenance And Repair ◽  
Sql Server Database

Abstract- PT. Lautan Berlian Utama Motor  Branch of Bengkulu not only offers sales services, but also offers after-sales services that include maintenance and repair as well as Mitsubishi auto parts. PT. Lautan Berlian Utama Motor Brach of Bengkulu has been using a system that is well integrated with each other between divisions in order to facilitate data processing both sales and maintenance and repair data and spare parts. But behind this integrated application, there is still one application that PT. Lautan Berlian Utama Motor Branch of Bengkulu, the application that can measure the level of customer satisfaction in the services provided at PT. Lautan Berlian Utama Motor Branch of Bengkulu. Application in determining the level of customer satisfaction at PT. Lautan Berlian Utama Motor Branch of Bengkulu was created using the Visual Basic .Net programming language and SQL Server database. This application has applied a method, namely the six sigma method, where the results of community satisfaction assessment will be reprocessed to determine the level of customer satisfaction at PT. Lautan Berlian Utama Motor Branch of Bengkulu. The output pis in graphical form, where if the DPMO value is the highest, it can be said that these attributes need to be improved / improved in the future to improve the quality of service at PT. Lautan Berlian Utama Motor Branch of Bengkulu. Based on the tests that have been carried out, the functionalities of the application run according to the expectations of the testing scenario that has been carried out. Intisari- PT. Lautan Berlian Utama Motor Cabang Bengkulu bukan hanya menawarkan jasa penjualan, namun juga menawarkan layanan purna jual yang mencakup perawatan dan perbaikan serta suku cadang mobil Mitsubishi. PT. Lautan Berlian Utama Motor Cabang Bengkulu selama ini sudah menggunakan sistem yang terintegrasi dengan baik satu sama lain antar divisi agar dapat mempermudah proses pengolahan data baik data penjualan maupun data perawatan dan perbaikan serta suku cadang. Namun dibalik aplikasi yang sudah terintegrasi ini, masih terdapat satu aplikasi yang belum dimiliki oleh PT. Lautan Berlian Utama Motor Cabang Bengkulu, yakni aplikasi yang dapat mengukur tingkat kepuasan pelanggan pada pelayanan yang diberikan di PT. Lautan Berlian Utama Motor Cabang Bengkulu. Aplikasi dalam menentukan tingkat kepuasan pelanggan pada PT. Lautan Berlian Utama Motor dibuat menggunakan bahasa pemrograman Visual Basic .Net dan database SQL Server. Aplikasi ini sudah diterapkan suatu metode yaitu metode six sigma, dimana hasil penilaian kepuasan masyarakat akan diproses ulang untuk mengetahui tingkat kepuasan pelanggan pada PT. Lautan Berlian Utama Motor.  Output yang dihasilkan dalam bentuk grafik, dimana jika nilai DPMO yang tertinggi, bisa dikatakan bahwa atribut tersebut perlu dilakukan pembenahan/perbaikan ke depannya untuk meningkatkan kualitas pelayanan pada PT. Lautan Berlian Utama Motor. Berdasarkan pengujian yang telah dilakukan, fungsional dari aplikasi berjalan sesuai dengan harapan dari skenario pengujian yang telah dilakukan. Kata Kunci : Implementasi, Metode Six Sigma, Servqual, Tingkat Kepuasan Pelanggan, PT. Lautan Berlian Utama Motor

Perbaikan Kualitas Produk Batu Bata Merah Dengan Metode Six Sigma-Dmaic (Studi Kasus Cv. Ghatan Fatahillah Karawang)

UNISTEK ◽  
2021 ◽  
Vol 8 (1) ◽  
pp. 6-10
Author(s):  
Egar Naufal Ari Satya ◽  
Wahyudin Wahyudin
Keyword(s):  
Quality Control ◽  
Customer Satisfaction ◽  
Six Sigma ◽  
Quality Standards ◽  
Research Results ◽  
Machine Performance ◽  
Fishbone Diagram ◽  
And Control ◽  
Dmaic Method

Abstrak. Dunia industri yang semakin berkembang akan mengakibatkan banyaknya persaingan. Perus-ahaan yang dapat bersaing adalah perusahaan yang dapat menjaga  kualitas produknya dengan baik sehingga dapat memenuhi kepuasan konsumen. Maka dari itu diperlukan pengendalian kualitas. Penelitian ini difokuskan pada penurunan cacat pada produk batu bata merah di CV. Ghatan Fatahillah dengan metode Six Sigma-DMAIC (Define, Measure, Analyze, Improve, dan Control). Dari hasil penelitian didapatkan DPMO sebesar 36.212 dengan nilai sigma 3,29. Jenis cacat yang paling sering terjadi pada batu bata merah yaitu pecah/patah yaitu sebesar 4.327 atau 59,81% dari total keseluruhan produk yang cacat.  Hasil dari tahap analyze dengan fishbone diagram, ditetapkan penyebab dari pecah/cacat, yaitu: pekerja kurang paham standar kualitas, tidak adanya pemeriksaan produk, pekerja kurang paham prosedur kerja, kinerja mesin tidak stabil, pekerja kurang teliti,  jumlah penggilingan tidak menentu, dan komposisi batu bata tidak menentu. Maka perlu dilakukan usulan perbaikan agar dapat mengurangi jumlah produk yang cacat pada batu bata merah. Kata kunci: DMAIC, DPMO, Pengendalian Kualitas, Six Sigma Abstract. The growing industrial world will result in a lot of competition. Companies that can compete are companies that can maintain the quality of their products well so that they can meet customer satisfaction. Therefore, quality control is needed. This research is focused on reducing defects in red brick products at CV. Ghatan Fatahillah with the Six Sigma-DMAIC method (Define, Measure, Analyze, Improve, and Control). From the research results obtained DPMO of 36,212 with a sigma value of 3.29. The type of defect that most often occurs in red bricks is broken / broken, which is 4,327 or 59.81% of the total defective products. The results of the Analyze stage with the fishbone diagram showed that the causes of breakage / defects were determined, namely: workers do not understand quality standards, lack of product inspection, workers do not understand work procedures, unstable machine performance, workers are not careful, the number of mills is erratic, and composition erratic bricks. So it is necessary to make improvement proposals in order to reduce the number of defective products in red bricks. Keywords: DMAIC, DPMO, Quality Control, Six Sigma

Application of DMAIC Tools for Locomotive Maintenance Optimization

2012 ◽  
Vol 224 ◽  
pp. 221-224
Author(s):  
Guang Yu Mu ◽  
Wen Xiao Zhang ◽  
Dong Juan Xue ◽  
Lan Lan Pan
Keyword(s):  
Customer Satisfaction ◽  
Six Sigma ◽  
Repair Process ◽  
Maintenance Optimization ◽  
Examination System ◽  
Maintenance Service

The quality improving of locomotive maintenance service is studied based on Six Sigma. The maintenance service progress has been optimized by DMAIC mode. First of all, the quality problems have been proposed. Then, the factors which impact on quality of after-sales service are found by QC tools. Secondly, the main problems in the progress would be controlled conveniently. Finally, the improved maintenance services process is developed correspondingly. In order to ensure the quality of the maintenance in the delivery period, some measures are taken such as adjusting the allocation time in the repair process, developing a strict examination system. The result shows that the maintenance efficiency and customer satisfaction has been improved significantly.

The Research of Information Extraction in Information System from SQL Server Based on System Table

2013 ◽  
Vol 675 ◽  
pp. 35-38
Author(s):  
Huan Tong Chen ◽  
Wei Zheng ◽  
Yao Fei Chen ◽  
Ying Hua Ni
Keyword(s):  
Information System ◽  
Information Extraction ◽  
Visual Basic ◽  
Sql Server ◽  
Structure Information ◽  
Table Method ◽  
Basic Procedure ◽  
Sql Server Database ◽  
Internal Objects ◽  
Data Tables

This article describes the information extraction in information system from SQL Server. Through the system tables all information of SQL Server's internal objects in information system can be obtained, including databases, data tables, stored procedures and triggers and so on. Analysis the method of the object’s information extraction in information system. Describe the relationships of system tables in SQL Server through the graph and table in detail. A visual basic procedure using system table method is designed to achieve the table’s structure information for all user tables in specified SQL Server database. This method is more complete than the method based on ADOX.

scholarly journals Analysis of Monthly Maintenance Performance (P1, P3, P6) Commuter Line Dipo Depok

2018 ◽  
Vol 3 (1) ◽  
Author(s):  
Agung Purwono ◽  
Muhardono Muhardono ◽  
Azhar Hermawan Ryanto
Keyword(s):  
Human Resources ◽  
Spare Parts ◽  
Functional Training ◽  
Maintenance And Repair ◽  
Existing Problems ◽  
Maintenance Activities ◽  
Maintenance Personnel ◽  
Maintenance Performance

Monthly Maintenance Depok Commuter Line Dipo is a place of care that forms inspection, preparation, storage, maintenance, and repair of rings counted monthly with regular maintenance, where P1 (maintenance every 1 month), P3 (maintenance every 3 months), and P6 (Treatment every 6 boasts). To support Commuter Line maintenance activities, the availability of spare parts / components, quantity and quality of human resources, work equipment, inspection equipment, location, conditions and supporting facilities are sufficient to facilitate maintenance. In conducting maintenance, Depok Commuter Line Dipo Monthly Maintenance has problems, including lack of maintenance equipment and maintenance personnel in the dipo are still lacking, both in terms of quality and quantity. To overcome this problem the method used is to identify the needs of the facility based on the MI (Maintenance Instructions) as a guide in carrying out maintenance and calculate the needs of employees both in number and quality or competence that must be owned by maintenance personnel. From the results of the analysis of the existing problems it can be concluded that the completeness of maintenance facilities in the form of work equipment is still damaged such as compressors and battery changers, lifting jacks, hydraulic jacks, and monthly manure Dipo KRL Depok still needs 24 additional maintenance personnel, and there are 19 People who have not yet participated in functional training competencies. Therefore, it is necessary to add work equipment facilities and increase human resources, as well as improve the quality and quantity of human resources to improve the performance of Depok Commuter Line Dipo Monthly Maintenance

The Application of Six Sigma in the Hospitality Industry

2015 ◽  
pp. 73-113
Author(s):  
Peter Alatsas ◽  
Ekaterina Vlad
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Performance Improvement ◽  
Customer Service ◽  
Six Sigma ◽  
Business Performance ◽  
Hospitality Industry ◽  
Project Work ◽  
Hotel Sector

This chapter reviews various methods or tools used in modern organizations to improve customer satisfaction and productivity against the relevant body of literature and the popular business performance improvement methodology called Six Sigma. Starwood Hotels and Resorts was the first company in the hotel sector to adopt this system organization-wide in January 2001. Six Sigma is a highly structured performance improvement methodology that is predominately based on project work. This study reveals how Six Sigma can assist managers to improve performance in three main areas: improve customer service, product quality, and the quality of decision making from improving organization-wide processes.

scholarly journals Model pengendalian kualitas produk cover bottom (electronic part) menggunakan metode lean six sigma

2019 ◽  
Vol 11 (3) ◽  
pp. 252
Author(s):  
Dendhy Indra Wijaya ◽  
Fauzi Khair
Keyword(s):  
Quality Control ◽  
Customer Satisfaction ◽  
Six Sigma ◽  
Electronics Industry ◽  
Lean Six Sigma ◽  
Final Outcome ◽  
Electronic Part ◽  
Full Attention ◽  
Dmaic Method

Company shall give full attention to the quality of the products. In the electronics industry, quality control is the key to gain the loyalty of the customer. This is the basis for making improvement at the production activities, especially in controlling the quality in order to reduce the problem of scratch on the cover bottom using the six sigma DMAIC method. The purpose of this research is to analyze the factor that will cause defect to the product. The aimed target is to reduce the lower problem of defective products cover bottom 50%, it also to get the best result where previous defective products amounted to 8183 ppm has downed to 291 ppm and the level of the previous sigma 3,89σ rose to 4,94σ, the target is 4,14σ. This was result an exceed achievement from the Company’s target more than 50%. Six Sigma is the most effective tools at the present time, this will affect to eliminate defects, cut the time of making the product, eliminate unnecessary costs and the principal concept of science to support the sustainability of business which is focused on improving quality and customer satisfaction. The key success of improving quality depends on the ability to identify and solve the problems. This application may be useful and align with the company's philosophy, so that it can be expected to get the final outcome of the company.

scholarly journals IMPLEMENTATION OF LEAN SIX SIGMA IN INDIAN SMALL AND MEDIUM SCALE INDUSTRIES.

2020 ◽  
Vol 9 (11) ◽  
pp. 82-90
Keyword(s):  
Customer Satisfaction ◽  
Six Sigma ◽  
Success Factors ◽  
Lean Six Sigma ◽  
Manufacturing Industries ◽  
Implementation Challenges ◽  
Medium Scale ◽  
Critical Success ◽  
Business Source Premier

Lean Six Sigma is a systematic approach to reduce or eliminate activities that do not add value to the process. The Lean Six Sigma helps in removing unwanted steps in process. It ensures great quality of customer satisfaction in the manufacturing industries. There has been a plethora of literature review carried out on implementation of lean six sigma in manufacturing industries. Implementation of lean six sigma among small or medium scale enterprises[ SME’S], has not been so extensively researched. For this Study 15 research papers has been reviewed, These were collaborated from specific databases that included: Emerald, Sage, Inderscience, BSCO Business Source Premier, Science Direct and Scopus.The main purpose of this research is to explore the Lean Six Sigma [LSS] in manufacturing industries, along with Six Sigma tools and their Implementation, challenges faced by [SME’s] and critical success factors as well which we will study ahead in this paper. This Research focuses on Improvement of [SME’s] and major aspects of [LSS]. Turning to Lean Six Sigma can bring profound improvements in quality, efficiency and customer satisfaction.

scholarly journals PE Teaching Activities in Colleges and Universities Based on Decision Tree

2018 ◽  
Vol 13 (08) ◽  
pp. 38
Author(s):  
Jian Chen
Keyword(s):  
Decision Tree ◽  
Performance Management ◽  
Implementation Process ◽  
Sql Server ◽  
Sports Performance ◽  
Test Items ◽  
Sql Server Database ◽  
The Relationship ◽  
Systematic Database

To improve the efficiency of student's sports performance management and the quality of physical education teaching, the overall structure of the sports performance management system based on decision tree was designed, and a systematic database design plan was proposed. Then, ASP.NET technology was used. Combined with SQL Server database, on the Visual Studio platform, the implementation process of sports test type, test items and score management was given through the flow chart of the program. Moreover, the decision tree of the relationship between the sports performance and the students' employment was generated. It was proved that the efficiency of the sports teachers' entry and statistical results were improved through the construction of this system. it is concluded that the sports performance and the sports teaching based on rule are better developed through the system of data mining.

IMPROVING CONSUMER SATISFACTION BY INTEGRATING ON SERVICE QUALITY AND LEAN SIXSIGMA METHODS

2017 ◽  
Vol 12 (Number 2) ◽  
pp. 25-34
Author(s):  
Neneng Leni Noviani ◽  
Masyhudzulhak Masyhudzulhak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Six Sigma ◽  
Consumer Satisfaction ◽  
Lean Six Sigma ◽  
Quality Level ◽  
Measurement Results

Service quality (SERVQUAL) is one method that can be used to measure customer satisfaction for services that have been received that is by comparing the level of perception and expectations. Lean, six sigma is a method or technique for controlling and improving the quality of which is a dramatic breakthrough in the field of quality and is always oriented to customer satisfaction with a measurement target of sigma quality level. Integration SERVQUAL and Lean Six Sigma methods aims to SERVQUAL measurement results were analysed is to determine the critical variables, followed by calculation of DPMO and sigma value of the critical variables that can be known variables thatpriority improvements.

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