Perbaikan Kualitas Kertas Cokelat dengan Pendekatan PSS, CSI, dan QFD

Razaq, Abdul (2023) Perbaikan Kualitas Kertas Cokelat dengan Pendekatan PSS, CSI, dan QFD. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kertas cokelat merupakan bahan dasar yang sering digunakan untuk memproduksi karton packaging, hal ini berkaitan dengan semakin besarnya kebutuhan packaging yang linier dengan berkembangnya e-commerce di Indonesia. Oleh karena itu, meningkatnya kebutuhan bahan baku berupa kertas cokelat menjadi salah satu alasan utama mengidentifikasi kebutuhan pelanggan kertas cokelat, dan mengukur tingkat kepuasan pelanggan PT XYZ terhadap produk kertas cokelat. Metode yang digunakan untuk mengukur kepuasan pelanggan adalah Customer satisfaction index (CSI). Selain mengukur kepuasan pelanggan, menjadi penting dalam penelitian ini untuk merumuskan atribut yang berkaitan dengan kebutuhan pelanggan perlu mengintegrasikan Product Service system (PSS), hal ini didasarkan pada pelanggan produk kertas cokelat yang seluruhnya mengolah kembali produk kertas cokelat menjadi barang jadi atau istilah lainnya Business to Business (B2B). Setelah memperoleh atribut yang sesuai dengan kebutuhan pelanggan, maka atribut tersebut digunakan sebagai alat dalam pengolahan dengan metode Quality Function Deployment, pada metode ini bertujuan menentukan prioritas teknis pada matriks House of Quality (HOQ). Hasil yang dapat bahwa tingkat kepuasan pelanggan kertas cokelat di kategori puas, oleh sebab itu perlunya menerjemahkan kebutuhan pelanggan ke dalam bentuk kriteria teknis. Perbaikan dari segi kualitas kertas cokelat, pengiriman, harga agar dapat sesuai dengan kebutuhan pelanggan. Departemen costumer service, paper machine, dan quality control melakukan perbaikan terkait prioritas kriteria teknis. Apabila prioritas teknis hasil dari HOQ dilakukan dengan baik maka akan mampu meningkatkan tingkat kepuasan pelanggan.
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The growth of e-commerce in Indonesia, brown paper is a raw material that is frequently used to make cardboard packaging. This is related to the rising need for linear packaging. As a result, one of the key factors in determining customer demand for brown paper and PT XYZ's degree of customer satisfaction for brown paper products is the rising need for brown paper as raw material. Customer satisfaction index (CSI) is a tool used to gauge client satisfaction. Measuring customer satisfaction is crucial in this research to define attributes related to customer needs and to integrate the Product Service System (PSS), which is based on customers of brown paper products who all reprocess the products into finished goods, or alternatively Business to Business (B2B) transactions. Once the necessary attributes have been acquired in accordance with customer requirements, they are employed as a processing aid in accordance with the Quality Function Deployment approach, which attempts to establish technical priorities in the House of Quality (HOQ) matrix. Accordingly, it is vital to put customer requirements into the form of technical criteria because the satisfaction level of brown paper clients falls into the satisfied category. Brown paper quality, delivery, and price improvements to meet consumer expectations. Improvements were made in the customer service, paper machine, and quality control divisions in regard to priority technical criteria. The level of customer satisfaction can be raised by appropriately implementing the technical priority outcomes from the HOQ

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	voice of customer, customer satisfaction index, product service system, quality function deployment, house of quality, paper industry
Subjects:	T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) T Technology > TS Manufactures > TS171 Product design
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Abdul Razaq
Date Deposited:	06 Sep 2023 07:59
Last Modified:	06 Sep 2023 07:59
URI:	http://repository.its.ac.id/id/eprint/103486

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