scholarly journals Analisis Manajemen Kualitas Pelayanan dengan Metode Quality Function Deployment

JURNAL UNITEK ◽  
2017 ◽  
Vol 10 (1) ◽  
pp. 46-59
Author(s):  
John Suarlin
Keyword(s):  
Quality Function Deployment ◽  
Technical Difficulty ◽  
Technical Requirement ◽  
House Of Quality ◽  
Customer Requirements ◽  
Customer Requirement ◽  
Quality Function ◽  
Technical Requirements ◽  
Technical Measurement

Philip Kotler menyatakan keberhasilan dari suatu industri jasa sangat tergantung daripenilaian konsumen, maka merupakan hal yang sangat penting untuk memperhatikankepuasan dari konsumen(2010). Oleh karenanya analisis maupun perbaikan kualitas produkjasa menjadi sangat penting dilakukan jika perusahaan ingin tetap eksis dimatapelanggannya.Penelitian ini melakukan analisis manajemen kualitas di RS Permata Hatiuntuk mengidentifikasi consumer requirements dan technical requirements mengetahui atributapa saja yang masih memerlukan fokus perhatian yang besarperlu diperbaiki danditingkatkan agar bisa mencapai tingkat pelayanan yang optimal pada jasa pelayanankesehatan RS Permata Hati. Analisis manajemen kualitas pelayanan ini dilakukan denganmetode quality function deployment.dengan menggunakan house of quality.Untuk dapatmenyusun House of Quality, daridata primer maupun data sekunder yang terkumpul diolahmelalui tahap-tahap: 1) analisis customer requirement, 2) analisis tingkat kepentingan, 3)analisis tingkat perbaikan, 4) titik penjualan, 5) analisis customer requiremen score, 6) analisistechnical requirement,7) analisis hubungan customer requirement dan technical requirement, 7)analisis technical measurement, 8) analisis relative technical difficulty. Hasil penelitianmenunjukkan terdapat 36 atribut customer requirements yang menjadi faktor penilaian pasienterhadap kualitas jasa pelayanan kesehatan RS Permata Hati Duri. Ke 36 atribut tersbutdikelompokkan menjadi 5 kelompok dimensi penilaian, yaitu: tangible, realibility,responsiveness, assurance, danemphaty.

scholarly journals DESAIN KUALITAS JASA PENGIRIMAN PADA PT. X DENGAN PENDEKATAN HOUSE OF QUALITY

2021 ◽  
Vol 10 (4) ◽  
pp. 353
Author(s):  
Dina Paulina ◽  
Ni Ketut Purnawati
Keyword(s):  
Quality Function Deployment ◽  
Service Design ◽  
Technical Requirement ◽  
Company Performance ◽  
House Of Quality ◽  
Quality Function ◽  
Purposive Sampling ◽  
Customer Expectations ◽  
Technical Requirements ◽  
The Difference

Desain jasa bertujuan agar jasa yang ditawarkan dapat memenuhi harapan pelanggan. Salah satu alat yang dapat digunakan dalam desain jasa adalah Quality Function Deploy Service design is intended so that the services offered can meet customer expectations. One of the tools that can be used in service design is Quality Function Deployment with the House of Quality, which connects customer desires and the company's ability to respond to them, besides knowing the company's position in competition. The study population are all customers of PT. X and its competitors with 115 people as samples through purposive sampling. Results show PT. X has not been able to fulfill customer wants or needs properly, seen from the gap between level of interest and the level of company performance. There are 7 service indicators that become customer needs or customer requirements and 7 technical requirements, although the difference is not that far, position of PT. X is still below its competitors and needs improvement to increase customer satisfaction. Keywords: Design services, QFD, House of Quality ment dengan House of Quality, yang menghubungkan keinginan pelanggan dan kemampuan perusahaan dalam menanggapinya, selain itu dapat mengetahui posisi perusahaan dalam persaingan. Populasi penelitian adalah seluruh pelanggan PT. X dan pesaingnya dengan sampel sebanyak 115 responden menggunakan purposive sampling. Hasil menunjukkan PT. X belum mampu memenuhi keinginan atau kebutuhan pelanggan dengan baik dilihat dari adanya gap antara tingkat kepentingan dengan tingkat kinerja perusahaan. Terdapat 7 indikator pelayanan jasa yang menjadi kebutuhan pelanggan atau customer requirement dan 7 technical requirement, walaupun perbedaanya tidak jauh namun posisi PT. X masih dibawah pesaingnya dan membutuhkan perbaikan untuk meningkatkan kepuasan pelanggan.

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 Reducing Disturbance in Parking System by Using Quality Function Deployment (QFD) Method

2019 ◽  
Vol 10 (2) ◽  
pp. 6
Author(s):  
Muhammad Ashlyzan Razik ◽  
Noorshella Che Nawi ◽  
Asrul Hery Ibrahim Dzulkifli Mokhtar ◽  
Norlinda Mohd Rozar
Keyword(s):  
Factor Analysis ◽  
Quality Function Deployment ◽  
Access Point ◽  
House Of Quality ◽  
Customer Requirement ◽  
Quality Function ◽  
Parking System ◽  
System Improvement ◽  
The Relationship ◽  
Qfd Method

This paper purposed is to apply Quality Function Deployment (QFD) for Parking System Improvement at Taman Bendahara from perspective of customers. The main issue for the QFD problem was from the ‘what’ the customer requirement and ‘how’ to implement the problem to solutions. These two components emphasized on the House of Quality (HOQ) matrices. For this research, a systematic procedure is used in QFD method by applying a factor analysis and correlation Spearman. Factor analysis is the best group identified from the data and reduced the unused items. As for the correlation Spearman, it was used in order to see the relationship and strength of each factor. The result in this research identified four best group criteria which are availability, layout and design, safety and access point. These four criteria indicate the main improvement needed for parking system. By using the QFD method, the management of parking system at Taman Bendahara should listen to the customers’ voice to seek a solution for these issues. This study proposed strategy can be applied for others management to identify the solution for parking problems.

scholarly journals DESAIN PRODUK JEMURAN ANTI HUJAN MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD)

SINERGI ◽  
2017 ◽  
Vol 21 (2) ◽  
pp. 141
Author(s):  
Sadiq Ardo Wibowo ◽  
Hari Purnomo
Keyword(s):  
Quality Function Deployment ◽  
Technical Requirement ◽  
Customer Requirement ◽  
Quality Function ◽  
Customer Needs ◽  
Customer Need

Penelitian ini dilakukan untuk perancangan produk jemuran otomatis anti hujan dengan berfokus pada keinginan konsumen. Masalah yang terjadi pada masyarakat seperti anak kost seringnya pakaian yang dijemur terkena air hujan ketika ditinggalkan dari tempat tinggal karena tidak ada yang mengangkatnya, padahal ketika menjemur cuaca terang dan ketika ditinggalkan cuaca berubah menjadi hujan. Berdasarkan permasalahan tersebut akan dilakukan perancangan dan pengembangan produk jemuran otomatis dengan menggunakan metode QFD (Quality Function Deployment). Pengambilan data menggunakan sampel yang terdiri dari 68 responden yang terdiri anak kost di daerah Yogyakarta yang sering menjemur pakaian sendiri. Hasil analisa diketahui pengembangan produk yang perlu dilakukan adalah customer need ke 2 yaitu menutup otomatis yang masuk pada kategori A, sehingga sangat perlu dibutuhkan inovasi atau pengembangan agar sesuai keinginan konsumen dan tidak tertinggal dari produk kompetitor. Relasi antara customer requirement dan technical requirement dapat dilihat bahwa kepentingan terbesar terdapat pada kebutuhan teknis jenis bahan dengan nilai kepentingan 124,2, artinya untuk mendukung pengembangan pemenuhan customer needs yang ke 2, maka perusahaan harus fokus pada kebutuhan teknis tersebut.

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 Integration of Quality Function Deployment and Kano Model in Service Business

2019 ◽  
Vol 23 (3) ◽  
pp. 411
Author(s):  
Shafira Chaerunnisa Prasetyo, Budi Harsanto
Keyword(s):  
Quality Function Deployment ◽  
House Of Quality ◽  
Customer Requirements ◽  
Input Matrix ◽  
Kano Model ◽  
Quality Function ◽  
Service Business ◽  
Direct Observations

The purpose of this study is to determine the priority of customer requirements and technical responses for restaurants using the Quality Function Deployment (QFD) with the integration of the Kano Model. The data is collected through direct observations, interviews, and surveying of 150 respondents who are customers of restaurant B in Bandung. The data is analyzed by combining Kano Model with QFD in helping to build the first matrix in the House of Quality, namely the customer input matrix. This matrix together with other matrices forms a complete building of House of Quality. The findings show that there are six service attributes in a 'must-be' category. The two technical responses that should be prioritized for improvement because their importance level is above average are improvement of the facilities and maintenance of the facilities for the consumers. The two most highlighted facilities include a place of worship that is comfortable and clean, and a larger parking area.

Structured Brainstorming: A Method for Collecting User Requirements

1993 ◽  
Vol 37 (5) ◽  
pp. 427-431 ◽  
Author(s):  
Jani G. Byrne ◽  
Todd Barlow
Keyword(s):  
Quality Function Deployment ◽  
User Requirements ◽  
House Of Quality ◽  
Customer Requirements ◽  
Quality Function ◽  
Product Experience ◽  
Design Specifications ◽  
The Core

This paper describes the Structured Brainstorming process employed by IBM's Networking Systems Customer Requirements department for collecting, analyzing, and deploying product requirements. Structured Brainstorming relies on the user's job and product experience to generate ideas for product requirements. Structured Brainstorming elicits these requirements from the users through a series of group and individual activities. After identifying the core ideas, users assign them priorities and assign satisfaction scores for current products. This information may be used to build a House of Quality (HOQ) within Quality Function Deployment (QFD) to organize and translate user requirements into design specifications. The authors offer guidelines and suggestions based on their experience with the technique.

scholarly journals PERANCANGAN KUALITAS PELAYANAN RUMAH SAKIT MELALUI PENERAPAN FUZZY QUALITY FUNCTION DEPLOYMENT

2014 ◽  
Vol 2 (2) ◽  
Author(s):  
Rudy Joegijantoro ◽  
MN Lisan Sediawan
Keyword(s):  
Quality Function Deployment ◽  
House Of Quality ◽  
Customer Requirements ◽  
Linguistic Terms ◽  
Major Drawback ◽  
Quality Function ◽  
Structured Design ◽  
Functional Features ◽  
Fuzzy Quality Function Deployment

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 The Implementation of Quality Function Deployment (QFD) in Tire Industry

2017 ◽  
Vol 8 (4) ◽  
pp. 223 ◽  
Author(s):  
Hari Abdul Hadi ◽  
Humiras Hardi Purba ◽  
Kurnia Sigma Indarto ◽  
Rorio Gomgom Paska Simarmata ◽  
Guntur Pratama Putra ◽  
...  
Keyword(s):  
Quality Function Deployment ◽  
New Product ◽  
Technical Requirement ◽  
Customer Requirements ◽  
Pattern Design ◽  
Quality Function ◽  
Tire Industry ◽  
Competitive Prices ◽  
The Right ◽  
Qfd Method

This research had two main objectives. The first research objective was to make the right design of new product according to customer requirements with the implementation of Quality Function Deployment (QFD) in the tire industry. The second research objective was to enhance competitiveness based on the renewal of marketing strategy and consumer needs, non-explosive prohibition, non-slip tires, no bulgy, and competitive prices. The research was carried out by using costumer satisfaction rating by comparing with the competitor companies. Based on calculation using QFD method, it shows that split liner has the highest percentage of technical requirement in tire industry about 30,57%. The second factor is pattern design about 25,98%. Then, the third factor is compound technology about 22,68%. Therefore, the researchers can recommend several strategies for the quality improvement based on customer needs for the tire industry.

scholarly journals Integrating machine learning with QFD for selecting functional requirements in construction automation

2020 ◽  
Vol 1 (1) ◽  
pp. 76-88
Author(s):  
Edgar Tamayo ◽  
Yasir Khan ◽  
Mohamed Al-Hussein ◽  
Ahmed Qureshi
Keyword(s):  
Machine Learning ◽  
Feature Selection ◽  
Conceptual Design ◽  
Quality Function Deployment ◽  
Functional Requirements ◽  
Customer Requirements ◽  
Customer Requirement ◽  
Quality Function ◽  
Requirement Definition ◽  
Feature Selection Techniques

An important aspect of the conceptual design is at the customer requirement definition stage, where an optimal number of functional requirements are specified with the application of quality function deployment. To facilitate a systematic specification of functional requirements, state-of-the-art unsupervised machine learning techniques will be introduced in the feature selection of functional requirements. However, the scarcity of references on unsupervised feature selection in the literature reflects the difficulty associated with this topic. At the customer requirement definition phase, three techniques will be proposed for selecting functional requirements, namely: (a) principal component analysis, (b) forward orthogonal search, and (c) Kohonen self-organizing map neural network. These machine learning feature selection techniques address the limitations of current approaches in systematically determining the minimum functional requirements from the mapping of customer requirements in quality function deployment. When applied to the conceptual design of the transportable automated wood wall framing machine that is under development at the University of Alberta, the proposed feature selection techniques have been observed to be: (i) fast, (ii) amenable to small quality function deployment dataset, and (iii) adequate in realizing design objectives. The results presented in this paper can be easily extended to online determination of customer requirements and functional requirements, project management, contract management, and marketing.

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