Strategi Peningkatan Kualitas Layanan Massa Body Dengan Metode Quality Function Deployment (QFD)

Andoyo, Restu (2010) Strategi Peningkatan Kualitas Layanan Massa Body Dengan Metode Quality Function Deployment (QFD). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Strategi dan upaya peningkatan kualitas merupakan dua hal yang tidak dapat dipisahkan, di mana dalam era yang serba berkompetisi, penentuan nilai optimal membutuhkan perhitungan yang cukup jeli agar efektivitas dapat tercapai secara efisien. Unit Pelaksana Teknis Aneka Industri dan Kerajinan (UPT AIK) Unit Keramik yang berada di Kota Malang merupakan UPT khusus untuk Industri Kecil dan Menengah (IKM) Keramik, yang memproduksi bahan baku keramik hias/massa body (massa body adalah hasil campuran dari Felspar, Ball Clay, dan Kaolin dengan komposisi tertentu). Pada awal berdirinya, UPT AIK Unit Keramik Malang adalah penyedia tunggal bahan baku keramik hias. Namun, seiring berjalannya waktu, pertumbuhan kompetitor menuntut upaya-upaya strategis dalam peningkatan kualitas, khususnya di bidang layanan yang perlu dicanangkan oleh pihak UPT. Penelitian ini berfokus pada bagaimana UPT Aneka Industri dan Kerajinan Unit Keramik Malang dapat menerapkan strategi peningkatan kualitas layanan massa body agar sesuai dengan harapan pelanggannya. Dengan menerapkan metode Quality Function Deployment (QFD), penelitian ini menyimpulkan bahwa terjadi kesenjangan antara harapan dan persepsi terhadap pelayanan yang dirasakan pelanggan. Dua item technical response yang menjadi prioritas terbesar dalam upaya peningkatan dan pengembangan kualitas layanan massa body yang dapat berdampak terhadap persyaratan pelanggan, yakni "Mengadakan subkontrak dengan institusi lain dalam penyiapan massa body" yang jika diimplementasikan secara maksimal dapat berdampak terhadap persyaratan pelanggan sebesar 19,4%, serta memiliki korelasi positif terhadap 6 item action plan lainnya. Prioritas kedua adalah "Pengelolaan bahan baku yang optimal" yang dapat berdampak terhadap persyaratan pelanggan sebesar 19,4%, serta memiliki korelasi positif terhadap 4 item action plan lainnya.
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The strategy and efforts to improve quality are two inseparable aspects. In an increasingly competitive era, determining the optimal value requires careful calculation so that effectiveness can be achieved efficiently. The Technical Implementing Unit of Diverse Industries and Crafts (UPT AIK), Ceramics Unit, located in Malang, is a specialized unit serving Small and Medium Ceramics Industries (IKM) and producing raw materials for decorative ceramics/body mass (body mass is a mixture of Felspar, Ball Clay, and Kaolin in certain proportions). At its establishment, the UPT AIK Ceramics Unit Malang was the sole provider of raw materials for decorative ceramics. However, over time, the growth of competitors has required strategic efforts to improve quality, particularly in the service sector, which needs to be addressed by the UPT. This research focuses on how the UPT of Diverse Industries and Crafts, Ceramics Unit Malang, can implement a strategy to improve the quality of body mass services so that they meet customer expectations. By applying the Quality Function Deployment (QFD) method, this research concludes that there is a discrepancy between customer expectations and perceptions of the services received. Two technical response items became the highest priorities in efforts to improve and develop body mass service quality that could affect customer requirements. The first priority is "Conducting subcontracting with other institutions in body mass preparation," which, if implemented optimally, could affect customer requirements by 19.4% and has a positive correlation with 6 other action plan items. The second priority is "Optimal raw material management," which could affect customer requirements by 19.4% and has a positive correlation with 4 other action plan items.

Item Type:	Thesis (Masters)
Additional Information:	RTMT 658.562 And s
Uncontrolled Keywords:	Massa body keramik hias, Quality Function Deployment (QFD), UPT Aneka lndustri dan Kerajinan Unit Keramik Malang, Decorated craft's body mass, Quality Function Deployment (QFD), TIU Diverse Industry and Craft Ceramics Unit Malang.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	magang .
Date Deposited:	17 Sep 2026 02:24
Last Modified:	17 Sep 2026 02:24
URI:	http://repository.its.ac.id/id/eprint/144605

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