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Felecia Felecia
Industrial Engineering, Petra Christian University, Surabaya
Industrial & Manufacturing Engineering

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Penurunan Customer Complaint Dengan Mengurangi Flowout di Departemen EBM PT. X Celia Devita Iskandar; Felecia Felecia
Jurnal Titra Vol 7, No 2 (2019): Jurnal Titra
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Abstract

Customer who receive defect products can file customer complaint. Rejection customer complaint affect the company the most because it involves product returns. Customer will send defect product to be sorted by PT. X and sent back to customer, which incurring transportation cost, sorting cost, material cost, etc. Customer complaint rate is one of PT. X Quality Department’s target for Key Performance Indicator which must be fulfilled every year. Customer complaint rate must be reduced by 15% of last year’s customer complaint rate. Bottle from EBM Department contributes to 30.8% of customer complaint happened in 2017 and 2018. Root cause of bottle customer complaint will be found using 5 Whys to achieve Quality Department’s KPI goal in 2019. Root cause consist of there is no Work Instruction for selection method, there is no schedule to review Defect Range Board, briefing rarely done to selector and selector lack of training. Suggestions given are selection method based on Work Instruction, schedule for Defect Range Board review, schedule for briefing to selector, training for inspector, jig utilization for all bottle and automated machine to detect defect on dimension. Suggestions implementation will potentially reduce 50% of customer complaint.
Analisa Beban Kerja Feeder Departemen Assembly & Decoration PT. X Nico Adji Tarusutirto; Felecia Felecia
Jurnal Titra Vol 7, No 2 (2019): Jurnal Titra
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PT. X tries to make improvements in the Assembly & Decoration Department by analyzing the feeder’s workload. Material supply that done by the feeder in the Assembly & Decoration Department is deemed not to work well and the company has limitations that cannot increase the labor cost. Observation of feeder work activities is done using the DILO method. The calculation of the feeder workload is done using the Workload Analysis method. The results of observations and analyzes show that the percentage of feeder workload is overload. 9 out of 10 percent of the feeder's workload is above 90%. The results of the value added and time composition analysis also showed that the work activities carried out by the feeder were dominated by activities outside of production. Improvements that have been implemented based on the analysis of the feeder workload are the making of a new procedure for taking gallons of water, adding lights to the AD2 Department production line, making temporary material zone mapping, making standard for plastic material folding, making standard for material storage , and making work instructions for all the feeders . Simulation of improvement results show that all feeder workloads are reduced to below 80%. After improvements results also show that the supply material is running better than before the improvement.
Penurunan Risiko pada Proses Impor di PT. X Ellice Josephine Ongkodjojo; Felecia Felecia
Jurnal Titra Vol 7, No 2 (2019): Jurnal Titra
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Abstract

PT. X is a multinational company that do a lot of export and import transactions. Import process that aren’t align with government’s regulations will be fined and so far, there are no prevention actions that conducted by the company for solving this problem. Reconcile method is a new way that is used for checking errors or mistakes that might be happened in import process especially in payment process. Later, data processing with reconcile method will be yield to category of risk potential that might be happened. Next, these categories will be assessed to determine the risk that is priority to be solved. Failure Mode Effects and Analysis (FMEA) will be used for assess the risk category. The objectives of this research are designing a risk, identify the root causes and propose some actions for solving the causes. The risk categories that have been discovered will be identified to know the root causes of its categories. The risk category that have the highest Risk Priority Number (RPN) will be prioritized to be solved. The top three categories with high RPN are different value, wrong freight calculation by customs broker and different quotation. Proposed solutions are used to minimize the risk potential of import process in the future and potentially reduce the fine by Rp 221.807.178,40. Proposed solutions in general are conduct standard communication with Asia procurement and socialization to workers from custom broker.
Penurunan Resiko Pada Departemen Key Account Management Divisi Ekspor di PT. XXX William Gunawan; Felecia Felecia
Jurnal Titra Vol 7, No 2 (2019): Jurnal Titra
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Abstract

PT. XXX is a custom broker company and KAM department is a department that specialized in handling all shipment requirement for PT. Y. This risk reducement is carried out for avoiding complaints from VIP customer. The activities that observed is start from when the worker receive shipment plan from PT. Y, preparing all clearance documents until the goods received by the consignee. There are 59 risky activities found and 27 were considered prioritized based on FMEA method and RPN scoring. Risk that considered prioritized if the activities has a high RPN value where the RPN is affected by probability, detection, and severity. Prioritized activites such as incorrect data in documents is considered prioritized. All prioritized activites will be given solution and documented as work instruction. All the work instructions will be socialized to every worker and if done properly it will reduce risk that occur in the company both time and financially and it will reduce 45.8% from 27 risk that prioritized from 59 risky activities.
Co-Authors Celia Devita Iskandar Ellice Josephine Ongkodjojo Nico Adji Tarusutirto William Gunawan