UPAYA PENINGKATAN KUALITAS PELAYANAN DI BENGKEL MOTOR KING
MODIFIED GRESIK DENGAN MODEL KANO DAN METODE QUALITY FUNCTION DEPLOYMENT
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Institusion
Universitas Muhammadiyah Gresik
Author
Wardhana, Muhammad Iqbal Putra Dafa
Subject
Industrial Engineering
Datestamp
2023-04-12 03:58:30
Abstract :
The purpose of this study was to determine the priority of customer requirements and technical responses from the maintenance and repair services of King Modified Workshop Gresik by applying the canoe model with the integration of the Quality Function Deployment (QFD) method. The sample of this study were customers from the king modified Gresik workshop, which were taken as many as 80 people. The method used is by distributing questionnaires. Data analysis techniques were carried out using the canoe model which was integrated with the Quality Function Deployment (QFD) method. The Kano model approach is used to classify the attributes of customer needs into 4 Kano categories, namely attractive, one dimensional, must be and indifrent categories. The next step is the Quality Function Deployment (QFD) method in the House of Quality to calculate the planning matrix and prioritize customer needs. From the processing of the Kano method, it shows that there are no attributes that fall into the indifferent category, out of 11 questions 8 categories fall into attractive¸ 1 one dimensional, and 2 on must be. For processing the Quality Function Deployment (QFD) and House of Quality (HOQ) methods translate customer needs in the form of technical characteristics and are developed into target specifications and calculation analysis to obtain priority order in improving the quality of motorcycle maintenance and repair services. The results of the QFD and HOQ show that the first priority attribute is complete spare parts with an importance value of 4.31. The technical response that makes the first priority is the development of employee capabilities and based on Raw Weight Normalization is in first place with a value of 0.114.
The purpose of this study was to determine the priority of customer requirements and technical responses from the maintenance and repair services of King Modified Workshop Gresik by applying the canoe model with the integration of the Quality Function Deployment (QFD) method. The sample of this study were customers from the king modified Gresik workshop, which were taken as many as 80 people. The method used is by distributing questionnaires. Data analysis techniques were carried out using the canoe model which was integrated with the Quality Function Deployment (QFD) method. The Kano model approach is used to classify the attributes of customer needs into 4 Kano categories, namely attractive, one dimensional, must be and indifrent categories. The next step is the Quality Function Deployment (QFD) method in the House of Quality to calculate the planning matrix and prioritize customer needs. From the processing of the Kano method, it shows that there are no attributes that fall into the indifferent category, out of 11 questions 8 categories fall into attractive¸ 1 one dimensional, and 2 on must be. For processing the Quality Function Deployment (QFD) and House of Quality (HOQ) methods translate customer needs in the form of technical characteristics and are developed into target specifications and calculation analysis to obtain priority order in improving the quality of motorcycle maintenance and repair services. The results of the QFD and HOQ show that the first priority attribute is complete spare parts with an importance value of 4.31. The technical response that makes the first priority is the development of employee capabilities and based on Raw Weight Normalization is in first place with a value of 0.114.
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