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Damar, Haunan
Universitas Dain Nuswantoro
Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Public Health Social Sciences Other

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Journal : JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan)

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A Service Quality Analysis in Small Maintenance and Repair Company Using Lean Six Sigma Approach Kinasih, Restu; Damar, Haunan; Usman, Usman; Zakaria, Fakhmi
JPEK: Jurnal Pendidikan Ekonomi dan Kewirausahaan Vol 9 No 1 (2025): JPEK (Jurnal Pendidikan Ekonomi dan Kewirausahaan)
Publisher : Universitas Hamzanwadi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29408/jpek.v9i1.29158

Abstract

This study examines service quality in a small maintenance and repair company, using lean six sigma to identify problems and identify errors causing inconsistent service quality. The study used a qualitative approach, incorporating descriptive analytics, to analyze data from observations, customer interviews, and employee interviews in CV. ABC. DMAIC framework is used to find the root cause of the problem, and provides best possible suggestions to improve the quality of the company's services. In this study, it was found that the problem that caused the inconsistent level of service quality was a problem in administrative management there were 3 main errors, there are inaccurate expenses tracking, inaccurate invoices, incomplete job documentation. In improve phase that use FMEA, it was found that the company must further improve job documentation to improve service quality because it has the highest Risk Priority Number.
Co-Authors Adilla Kustya Ulfa Alesi, Nipinoya Anggi Permata Sari Anggi, Lusi Setia Arifiana, Latifa Awanis Linati Haziroh Caesar, Jovanda Cahya, Handy Nur Della Christine Parhusip Diana Aqmala Eko, Dwi Eric Suryakencana Wibowo, Mochammad Ervina, Mareta Fakhmi Zakaria Fatmawati, Elia Resha Febrianur I F S Putra Febrianur Ibnu Fitroh Sukono Putra Fery Riyanto Fitrianah, Dian Foza Hadyu Hasanatina Handy Nur Cahya Hariyadi, Guruh Taufan Ida Farida Imam Nuryanto Imam Nuryanto Kinasih, Restu Kumala, Khofifah Ela Kusuma, Pradana Jati Mujib, Miftachul Mulyono, Fauzi Roymon Panjaitan Safitri, Maria Suhita Whini Setyahuni Umar - Farouk Usman Usman Wardani, Nizia Kusuma Wibowo, Mochammad Eric Suryakencana Winarto - Winarto Zakaria, Fakhmi