Inovasi Jasa Layanan Industrial Berorientasi Pasar Dengan Hybrid QFD Dan Kansei Engineering

Yulian, Nanang (2021) Inovasi Jasa Layanan Industrial Berorientasi Pasar Dengan Hybrid QFD Dan Kansei Engineering. Masters thesis, Institut Teknologi Sepuluh Nopember.

Text 09211950095015-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2023. Download (2MB)

Abstract

Industrial Gas Turbine Repair dan Motor & Generator Overhaul merupakan
salah satu unit bisnis yang ada di PT GMF Aeroasia, Tbk. Unit Bisnis ini
merupakan turunan dari Aviasi. Dengan besarnya potensi market dan
penurunan pasar aviasi dikarenakan pandemi COVID-19, bisnis ini menjadi
salah satu harapan tumpuan perusahaan. Dengan hal tersebut, maka jasa
tersebut perlu ditingkatkan penjualannya demi membantu keberlangsungan
bisnis perseroan. Perusahaan saat ini membutuhkan peningkatan kualitas jasa
tersebut untuk meningkatkan penjualan dan kepuasan pelanggan.
Penelitian ini dilakukan pada sebuah unit bisnis yaitu Industrial Gas Turbine
pada perusahaan MRO pesawat terbang terbesar di Asia Tenggara, PT GMF
Aeroasia Tbk. Subjek penelitian ini adalah service design dengan
menggunakan metode Hybdrid QFD dan Kansei Engineering Pendekatan ini
diterapkan dalam rangka meningkatkan pelayanan dan kepuasan pelanggan.
Hasil dari penelitian ini antara lain PT GMF Aeroasia Tbk perlu melakukan
program perbaikan dan inovasi antara lain pengembangan fasilitas,
memantain maintenance tools, melakukan perbaikan proses internal,
pembuatan training customer exellence dan standar pelayanan, melengkapi
standar APD, perbaikan lembar kerja produksi dan perbaikan strategi pricing.
Selain itu secara umum kepuasan atas pelayanan PT GMF Aeroasia Tbk
masih dibawah kompetitor lain di bidang Industrial Gas Turbine (IGT) di
domestik, sehingga dengan program perbaikan tersebut diharapkan dapat
memperbaiki tingkat kepuasan pelanggana.
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Industrial Gas Turbine Repair and Motor & Generator Overhaul is one of the
business units in PT GMF Aeroasia, Tbk. This business unit is a derivative of
aviation. With the large market potential and the decline in the aviation
market due to the COVID-19 pandemic, this business is one of the company's
hopes. With this, sales of these services need to be increased in order to help
the company's business sustainability. Companies currently need to improve
the quality of these services to increase sales and customer satisfaction.
This research was conducted at a business unit, namely Industrial Gas
Turbine at the largest aircraft MRO company in Southeast Asia, PT GMF
Aeroasia. The subject of this research is service design using the Kansei
Engineering and Hybdrid QFD methods. This approach is applied in order to
improve customer service and satisfaction.
The results of this study include PT GMF Aeroasia Tbk needs to carry out
improvement and innovation programs including facility development,
maintaining maintenance tools, improving internal processes, making
customer excellence training and service standards, completing Personal
Protective Equipment (PPE)standards, improving production worksheets and
improving pricing strategies. In addition, in general, satisfaction with the
services of PT GMF Aeroasia Tbk is still below other competitors in the
domestic Industrial Gas Turbine (IGT) field, so that the improvement
program is expected to improve the level of customer satisfaction.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kansei Engineering, Hybrid QFD, Inovasi Pelayanan, Service Innovation
Subjects:	T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User:	Nanang Yulian
Date Deposited:	09 Aug 2021 08:58
Last Modified:	09 Aug 2021 08:58
URI:	http://repository.its.ac.id/id/eprint/85063

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