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All Journal Teknika: Jurnal Sains dan Teknologi Journal Industrial Servicess Journal of Systems Engineering and Management
Anggraeni, Shanti Kirana
Universitas Sultan Ageng Tirtayasa
Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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Journal : Journal Industrial Servicess

 1 
Proposed improvement of service quality in a university canteen using Servperf, PGCV, and TRIZ methods Anggraeni, Shanti Kirana; Wahyuni, Nuraida; Amanah, Umi Noer; Febianti, Evi; Ekawati, Ratna
Journal Industrial Servicess Vol 9, No 2 (2023): October 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i2.21746

Abstract

Kantin Hijrah at FT Untirta is among the food and beverage businesses located at the Faculty of Engineering, Sultan Ageng Tirtayasa University. Continuous efforts are essential to enhance service quality to achieve satisfied and loyal customers. This study aims to assess the service quality at Kantin Hijrah FT Untirta and suggest improvements by utilizing the SERVPERF, PGCV, and TRIZ methods. Questionnaires were distributed to 97 active FT Untirta students for data collection. According to the SERVPERV method, the service quality yielded a score of 3.64, indicating satisfaction. Additionally, utilizing the PGCV and TRIZ methods identified five attributes for improvement: maintaining cleanliness in the restroom, ensuring a well-kept handwashing area, providing menu books, adequate and well-maintained tables, and chairs, and ensuring the overall comfort of Kantin Hijrah (i.e., maintaining a suitable temperature and reducing noise). Implementing these proposed improvements aims to further enhance the service quality at Kantin Hijrah.
A comparative study on e-wallet user perceptions: Pre- and post-COVID-19 analysis using e-SERVQUAL Wahyuni, Nuraida; Fauzan, Zahran; Gunawan, Akbar; Anggraeni, Shanti Kirana; Febianti, Evi; Ekawati, Ratna
Journal Industrial Servicess Vol 9, No 1 (2023): April 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i1.19060

Abstract

The use of e-wallets in Indonesia has been developing since their emergence in 2011. The circulation of electronic money has been increasing, particularly in urban areas, due to the rising digital literacy of people. However, there was a significant increase during the Covid period when restrictions were imposed on community activities to prevent the spread of the virus. During this period, the circulation of electronic money more than doubled from the previous year. The perception of e-wallet users is crucial as it provides valuable information about their expectations and preferences. This information helps e-wallet providers determine whether their products or services meet the users' expectations. The e-SERVQUAL method is used to measure e-wallet user perceptions, which evaluates the quality of electronic services provided by companies through electronic media. Therefore, this study aims to investigate whether there is a significant difference in e-wallet user perceptions using e-SERVQUAL before and after the Covid period. The survey method was used in this study. The results showed a significant difference between users' perceptions before and after the Covid period with a significance value below 0.05.
Application of house of risk to analyze supply chain risks in MSMEs (food processing industry) Wahyuni, Nuraida; Trenggonowati, Dyah Lintang; Ibrahim, Maulana Malik; Anggraeni, Shanti Kirana; Ekawati, Ratna; Febianti, Evi
Journal Industrial Servicess Vol 9, No 2 (2023): October 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i2.21888

Abstract

Supply chain risk management plays a pivotal role for businesses, regardless of their size—be it large industries or Micro, Small, and Medium Enterprises (MSMEs). Even in MSMEs, supply chain risk management is crucial to mitigate potential risks stemming from various events. Consider BS, an MSME producing bread in Cilegon city, established in 2020, aspiring for market expansion. However, BS faces internal challenges such as fluctuating flour availability, recurring machine breakdowns twice a month, and consumer returns due to order discrepancies. Thus, this study aims to analyze supply chain risks to proactively prevent these recurrent events. The method employed here is the House of Risk. Through data processing, 32 risk events were identified by mapping supply chain activities based on the SCOR principle. From these events, 18 risk agents were derived, highlighting critical areas that require resolution. Employing a Pareto diagram, six priority risk agents have been identified for immediate resolution.
Workload measurement with Bourdon Wiersma and Cardiovascular Load (CVL) methods Mariawati, Ade Sri; Anggraeni, Shanti Kirana; Nisfulail, Maura Citra; Dewantari, Nustin Merdiana; Herlina, Lely; Umyati, Ani
Journal Industrial Servicess Vol 10, No 1 (2024): April 2024
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v10i1.24477

Abstract

A company operating in the sector of workshop production of nuts and bolts requires workers to maintain high levels of speed, precision, and consistency, as well as significant responsibility to deliver the best results for customers. However, while carrying out their tasks, workers may make mistakes due to work fatigue. Therefore, researchers conducted a study to determine the extent of mental and physical workload using the Bourdon Wiersma and Cardiovascular Load (CVL) methods. Bourdon Wiersma is an objective method of measuring workload to determine the level of mental burden in tasks requiring precision, speed, and high consistency, including monotonous tasks. Cardiovascular Load (CVL) involves comparing the increase in heart rate with the maximum heart rate and classifying workload based on the increase in working heart rate compared to the maximum heart rate, expressed as cardiovascular load (% CVL). The research results show that the Bourdon Wiersma percentage for the three job tasks was generally quite good before work and fell within the category of moderate or mild tiredness after work. Additionally, the largest average %CVL occurred in operators at 63%.
Mitigating organizational risks in the Secretariat of the Finance Education and Training Agency: A House of Risk methodology Anggraeni, Shanti Kirana; Wahyuni, Nuraida; Soleha, Iim Imroatu; Katili, Putiri Bhuana; Ulfah, Maria
Journal Industrial Servicess Vol 10, No 1 (2024): April 2024
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v10i1.24578

Abstract

One regulation of the Head of the Financial Education and Training Agency (BPPK) states that the BPPK Secretariat is an Echelon II Unit within BPPK, tasked with coordinating duties, coaching, and providing administrative support to all BPPK elements. In its management process, the BPPK Secretariat encounters various opportunities and risks. This study aims to identify and manage organizational risks at the BPPK Secretariat. The House of Risk (HOR) method's Phase 1 is used for risk identification, analysis, and evaluation, while Phase 2 is used for risk mitigation. Additionally, the Failure Mode and Effects Analysis (FMEA) method is used to assess severity and occurrence, and Pareto diagrams are used to determine priority risk sources. The study identified 22 risk events, 46 sources of risk, 5 priority risk sources, and proposed 9 mitigation actions. One identified risk event is the inadequate level of employee understanding of the learning organization, with the source of risk being the lack of optimal activities that can provide understanding to employees regarding the learning organization. This source of risk is a priority risk source, leading to proposed mitigation actions such as conducting socialization, dissemination, webinars, talk shows, and assistance activities about learning organizations.
Boosting productivity through lean manufacturing efficiency in furniture Small and Medium Enterprises (SMEs) Febianti, Evi; Muharni, Yusraini; Ramdhani, Desi; Anggraeni, Shanti Kirana
Journal Industrial Servicess Vol 10, No 1 (2024): April 2024
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v10i1.24481

Abstract

A furniture manufacturer, a Small and Medium Enterprise (SME) whose main product is wooden chairs, has experienced problems in its manufacturing process. There are products that do not meet the desired size. The purpose of this research is to identify the most dominant waste through Borda weight calculations, determine the tools used in Value Stream Analysis Tools (VALSAT), find the root causes of the problems, and provide improvement suggestions using a fishbone diagram, as well as prioritize improvement suggestions using the Analytic Hierarchy Process (AHP). The research results using Borda weighting found that the most dominant waste was defect waste with a weight of 0.29. The VALSAT tool selected was Process Activity Mapping (PAM) with a score of 5.94. Improvement suggestions based on the fishbone diagram include work supervision, scheduling equipment and machinery maintenance, raw material checks, the creation of standard operating procedures (SOPs), and human resources training. The improvement suggestion prioritized based on the AHP results was the creation of standard operating procedures (SOPs) with a weight of 0.500. The difference in Process Cycle Efficiency increased from the previous 71% to 76% after the improvements.
Integration of SERVQUAL and Six Sigma for enhancing academic service quality in departments and laboratories: A case study Ulfah, Maria; Arina, Faula; Sonda, Atia; Muharni, Yusraini; Anggraeni, Shanti Kirana; Gunawan, Akbar; S. Muttaqin, Ade Irman
Journal Industrial Servicess Vol 11, No 1 (2025): April 2025
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v11i1.29226

Abstract

Academic services are super important for shaping how students experience their education and feel about their school. The quality of these services, whether in academic departments or laboratories, affects how well students perform, how engaged they are, and what they think of their institution. This study sets out to figure out the lowest gap value, calculate the sigma value and satisfaction level, and suggest ways to improve the academic services in the Department and Laboratory. We used Servqual and Six Sigma methods to dig into this. The results showed that all service attributes, for both the department and the lab, had negative gap values. For department services, the total sigma value was 2.205 with an average satisfaction level of 76.2%. For lab services, it was a sigma of 2.274 and a satisfaction level of 78.04%. The biggest issue for both was the same: the comfort of the study room in the department and the practicum room in the lab, which were rated as super important but had the lowest satisfaction. Using the 5W + 1H method, we came up with practical suggestions to fix what’s making students unhappy.
Co-Authors Amanah, Umi Noer Ani Umyati Arina, Faula Bobby Kurniawan Dewantari, Nustin Merdiana Fauzan, Zahran Febianti, Evi Febiati, Evi Friskayani, I Gusti Ayu Gunawan, Akbar Herlina, Lely Ibrahim, Maulana Malik Maria Ulfah Muhammad Adha Ilhami Muharni, Yusraini Nisfulail, Maura Citra Putiri Bhuana Katili Ramdhani, Desi Ratna Ekawati Rizky Maulana, Rizky S. Muttaqin, Ade Irman Soleha, Iim Imroatu Sonda, Atia Trenggonowati, Dyah Lintang Ulfah, Maria Ummi, Nurul Wahyuni, Nuraida Zakia, Halisatu