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All Journal SPEKTRUM INDUSTRI Journal The Winners Journal of Engineering and Management in Industrial System Jurnal IPTEK Binus Business Review PROZIMA (Productivity, Optimization and Manufacturing System Engineering) Jurnal Pengabdian Pada Masyarakat EKONOMIS : Journal of Economics and Business Tibuana : Journal of Applied Industrial Engineering Jurnal Teknologi Dan Sistem Informasi Bisnis Indonesian Journal of Cultural and Community Development Indonesian Journal of Law and Economics Review Industrika : Jurnal Ilmiah Teknik Industri Indonesian Journal of Innovation Studies PELS (Procedia of Engineering and Life Science) Proceedings of The ICECRS Jurnal Teknologi dan Manajemen Industri Terapan Prosiding SEMNAS INOTEK (Seminar Nasional Inovasi Teknologi) Jurnal Pengabdian Masyarakat dan aplikasi Teknologi Journal for Technology and Science IJOT
Wiwik Sulistiyowati
Universitas Muhammadiyah Sidoarjo
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Mechanical Engineering Social Sciences Transportation Other

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Customer Satisfaction Analysis By Integrating Service Quality (Servqual) Methods And Importance Performance Analysis: Analisis Kepuasan Pelanggan Dengan Mengintegrasikan Metode Kualitas Layanan (Servqual) Dan Analisis Kinerja Penting Slamet, Mukhammad; Sulistiyowati, Wiwik
Indonesian Journal of Law and Economics Review Vol. 16 (2022): August
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (380.034 KB) | DOI: 10.21070/ijler.v15i0.763

Abstract

This study aims to determine the indicators that affect the quality of service for the company. Service quality analysis is carried out by integrating the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. Servqual is a method that identifies service quality using five dimensions: tangible, reliability, responsiveness, assurance, and empathy. Each dimension in the deployment becomes several indicators that describe the moment of truth of the quality of service the company provides to consumers. The results of the measurement of service quality have then measured the relationship between consumer perceptions and priorities for improving service quality which is translated through the analysis quadrant. Each quadrant of analysis has its own meaning. The results of this study indicate that the attributes found in quadrant 1 to be a priority for improvement are the service (administrative) patience indicator in listening to consumer complaints contained in the assurance dimension with a satisfaction level value of 4,086 points and an importance level value of 4,114 points
Analisa Kecacatan Produk Menggunakan Metode Statistical Process Control (SPC) dan Failure Mode and Effects Analysis (FMEA) Hardianto, Achmad Davit; Sulistiyowati, Wiwik
Ekonomis: Journal of Economics and Business Vol 9, No 1 (2025): Maret
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v9i1.2017

Abstract

The purpose of this study is to determine the causes of product defects and provide suggestions for improvement and find out how to control defects in product quality. The research method is carried out by combining 2 (two) methods, namely: Statistical Process Control and Failure Mode and Effects Analysis. The results show that the highest defects occurred in October 1,319 out of 154,800 bags and the lowest occurred in November 1,209 out of 144,900 bags. Types of defects, namely: imperfect sealing as many as 2,175 bags; loose stitches as many as 4,241 bags; and bulging bags as many as 1,169 bags. The analysis suggests improvements in production, worker skills, machine maintenance, SOP (standard operating procedures), and working conditions.
Quality Control of Plastic Cup Products Using Statistical Process Control Methods and Failure Modes and Effect Analysis: Pengendalian Kualitas Produk Cup Plastik Dengan Menggunakan Metode Statistical Process Control Dan Failure Mode And Effect Analysis Rusandi, Kurniawan Eka; Sulistiyowati, Wiwik
Indonesian Journal of Innovation Studies Vol. 7 (2019): July
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/ijins.v7i0.131

Abstract

PT. ICP is a company engaged in manufacturing of packaging, with a wide variety of packaging technologies that fit the needs of the current market share. Among the resulting product is aplastic cup, the results of thermoforming. This research aims to know the main cause of the defect (defect) in a plastic cup products and to reduce product defects in the production process. From the results of the observations made in September 2017 until December 2017 known that the plastic cup products with total production of 63,314,964 pcs to 3,671,341 pcs disability amount. Based on the problems faced by the company efforts on product quality control plastic cup to find the cause of a disability and find solutions for improvement. Proper methods used in the problems that occurred in PT ICP are using Statistical Process Control (SPC) and the method of Failure Mode and Effects Analysis (FMEA). The method is intended to reduce defects in the product and look for the main cause of defect products in a plastic cup. From the results of research conducted has been known that the biggest cause of disability plastic cup is of a rough lip with disabilities amount of 1,346,308 pcs with a cumulative value of 42%. FMEA analysis and the results of that unknown cause rough lip is from wear cutting factor with a value of 224 RPN.
Revitalizing Customer Satisfaction in Indonesia's Rice Industry: Revitalisasi Kepuasan Pelanggan di Industri Beras Indonesia Pratama, Muchammad Ikbal; Sulistiyowati, Wiwik; Cahyana , Atikha Sidhi; Putra, Boy Isma
Indonesian Journal of Innovation Studies Vol. 25 No. 4 (2024): October
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/ijins.v25i4.1174

Abstract

CV. Central Karya Jaya, a rice distribution company, faced a 40% profit decline. This study aims to enhance company performance and customer satisfaction using the Balanced Scorecard and Importance Performance Analysis (IPA). Data from 70 respondents showed a financial ROE above 12%, but customer satisfaction had a 72.25% conformity, revealing unmet needs. Key improvements are needed in managerial friendliness, employee responsiveness, and personalized service. Recommendations include fostering better employee relations and understanding customer needs, with future research suggesting the use of Quality Function Deployment (QFD) for further service enhancement. Highlights: Financial Performance: ROE above 12% indicates solid financial health. Customer Satisfaction: 72.25% conformity shows areas needing improvement. Key Improvements: Enhance managerial friendliness and employee responsiveness Keywords: Performance Measurement, Balanced Scorecard, Customer Satisfaction, Rice Distribution, Importance Performance Analysis
Prioritizing Maintenance Strategies for Efficient Forklift Performance Through Failure Analysis: Memprioritaskan Strategi Perawatan untuk Kinerja Forklift yang Efisien Melalui Analisis Kegagalan Rizky, Naufal; Sulistiyowati, Wiwik
Indonesian Journal of Innovation Studies Vol. 25 No. 4 (2024): October
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/ijins.v25i4.1190

Abstract

This study addresses forklift maintenance challenges at PT. Karya Mitra Teknik, focusing on undisciplined operators and overuse issues. Using Failure Mode And Effect Analysis (FMEA) and Fault Tree Analysis (FTA), it identifies root causes and suggests improvements. Data collected through observations, interviews, and flow diagrams pinpoint three priority failure modes: radiator, starter dynamo, and oil flow failure. Recommendations emphasize regular maintenance, cleanliness, and enhanced operational practices for effective issue mitigation. Highlight: Root Cause Analysis with FMEA and FTA. Prioritizing Critical Failure Modes. Recommend Disciplined Maintenance for Operational Enhancements. Keyword: Forklift Maintenance, Root Cause Analysis, Improvement Recommendations, FMEA, FTA
Transforming Tablet Production in Indonesia with 66% Faster Manufacturing: Mengubah Produksi Tablet di Indonesia dengan Manufaktur 66% Lebih Cepat Yus’Ady, Tiva Hendra; Sulistiyowati, Wiwik
Indonesian Journal of Innovation Studies Vol. 25 No. 4 (2024): October
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/ijins.v25i4.1191

Abstract

This study addresses the high production costs of tablet products at PT. XYZ, a pharmaceutical company in Indonesia, due to long cycle and takt times. Using Causal Branching and KATA methods, data were collected over eight months through observations, interviews, and quantitative analysis. The study achieved a 43% reduction in reject foils from destripping, a 40% decrease in total cycle time, and a 66% reduction in takt time. These results highlight effective strategies for optimizing manufacturing processes and reducing costs in the pharmaceutical industry. Highlights: Cost Reduction: 43% reject foils, 40% cycle time reduction. Methodology: Used Causal Branching and KATA for problem-solving. Data Collection: Eight-month study with observations, interviews, quantitative analysis. Keywords: Tablet production, Cycle time reduction, Takt time optimization, Causal Branching, KATA method
Regression Analysis of Imported and Used Raw Materials in Manufacturing: Analisis Regresi Bahan Baku Impor dan Bekas dalam Industri Manufaktur Musyahadah, Bahrul; Sulistiyowati, Wiwik
Procedia of Engineering and Life Science Vol. 8 No. 1 (2025): Proceedings of the 8th Seminar Nasional Sains 2025
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/pels.v8i1.1841

Abstract

Pertumbuhan ekonomi Indonesia yang semakin berkembang seiring dengan globalisasi telah meningkatkan persaingan di berbagai sektor industri. PT. Adiprima Suraprinta, sebagai salah satu produsen kertas koran dan kertas tulis-cetak terbesar di Indonesia, menghadapi tantangan dalam manajemen bahan baku untuk menjaga efisiensi produksi. Tujuan penelitian ini untuk mengetahui pengaruh bahan baku import terhadap pemakaian baku dengan regresi linear. Metode yang digunakan adalah metode analisi regresi linear. Analisis regresi digunakan untuk mengidentifikasi hubungan antara total bahan baku dan pemakaian bahan baku. Hasil penelitian menunjukkan bahwa tidak ada pengaruh signifikan antara kedatangan bahan baku import terhadap pemakaian bahan baku, yang ditunjukkan oleh nilai Fhitung lebih kecil dari Ftabel dan nilai signifikansi lebih besar dari 0,05 yaitu 0,535. Analisis distribusi data menunjukkan bahwa model regresi memenuhi uji normalitas, meskipun ditemukan beberapa outlier. Kesimpulannya, sistem manajemen bahan baku di PT. Adiprima Suraprinta perlu ditingkatkan untuk mencapai stabilitas produksi yang lebih baik.
Analisa Peningkatan Kualitas Produk Di CV.XYZ Dengan Menggunakan Metode Six Sigma Afandi, Nanang Krisna; Sulistiyowati, Wiwik
Prosiding SEMNAS INOTEK (Seminar Nasional Inovasi Teknologi) Vol. 6 No. 1 (2022): PROSIDING SEMINAR NASIONAL INOVASI TEKNOLOGI TAHUN 2022
Publisher : Universitas Nusantara PGRI Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/inotek.v6i1.2475

Abstract

In the competitive industry, quality is a very concern because quality is the central aspect of convincing customers. In this case, the company must be able to provide the best quality for customers. In the company's production process, it is still found that the products produced are not following predetermined specifications. This study aims to determine the value of Sigma and the factors causing damage to the production process. Carrying out quality control is expected to achieve company goals. In this study, the method used in Six Sigma with the stages of define, measure, analyze, improve, and control. The results of Six Sigma are in the form of a company performance baseline at the measurement stage, namely the company in a condition of 3.6 sigma with a DPMO of 17,215.48. The factors that cause product defects are bubble defects on PVC, over glue, scratch, peel-off, and gaps between sides. Suggested improvements to the company are tightening supervision during the production process so that the product conforms to standards and training operators.
Analisa Kualitas Layanan Menggunakan Metode KANO (Pada Jasa Pengiriman Barang PT. XYZ) Prasetyo, Mochammad Eko; Sulistiyowati, Wiwik
Prosiding SEMNAS INOTEK (Seminar Nasional Inovasi Teknologi) Vol. 6 No. 3 (2022): PROSIDING SEMINAR NASIONAL INOVASI TEKNOLOGI TAHUN 2022
Publisher : Universitas Nusantara PGRI Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/inotek.v6i3.2645

Abstract

XYZ merupakan salah satu perusahaan yang bergerak dibidang jasa pengiriman barang. PT. XYZ memiliki kantor cabang hampir diseluruh wilayah yang ada di Indonesia. Kualitas diperlukan dalam penyediaan jasa ataupun produk kepada pelanggan bagi perusahaan yang bergerak dibidang jasa. Dimana kepuasan pelanggan adalah tujuan utama perusahaan. Penelitian ini bertujuan untuk memberikan usulan terhadap kualitas layanan jasa pengiriman PT. XYZ dengan menggunakan metode Kano yang yang digunakan untuk mengukur kepuasan pelanggan atas jasa yang telah diterimanya yakni dengan membandingkan hasil dari kuisioner functional (Positif) dan Dysfunctional (Negatif). Kano menilai kualitas layanan berdasarkan lima dimensi kualitas layanan yaitu Tangible, Reliability, Responsivenes, Assurance, dan Emphaty. Atribut kebutuhan diperoleh dari hasil wawancara kemudian hasil wawancara tersebut diterjemahkan kedalam atribut – atribut kebutuhan. Maka diperoleh 19 atribut kebutuhan berdasarkan dimensi kualitas layanan. Didapatkan 9 atribut yang memerlukan strategi perbaikan. Hal ini menunjukan secara umum bahwa pelanggan jasa pengiriman PT. XYZ belum merasa puas atas pelayanan yang diberikan dan yang perlu dilakukan perbaikan.
Analisis Tingkat Kepuasan Pelanggan Terhadap Pelayanan Dengan Metode Servqual QFD Dan IPA Untuk Meningkatkan Kualitas Pelayanan Pada Bengkel Cat Hastian, Jovanka Roy; Sulistiyowati, Wiwik
Prosiding SEMNAS INOTEK (Seminar Nasional Inovasi Teknologi) Vol. 6 No. 3 (2022): PROSIDING SEMINAR NASIONAL INOVASI TEKNOLOGI TAHUN 2022
Publisher : Universitas Nusantara PGRI Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29407/inotek.v6i3.2649

Abstract

Bengkel cat alimin airbrush merupakan bengkel cat yang bergerak pada bidang jasa pengecatan dan perbaikan kendaraan. Pada memberikan pelayanannya terdapat berbagai keluhan yang membuat pelanggan merasa kurang puas, yaitu dengan berbagai keluhan seperti lamanya pengerjaan, pewarnaan yang dianggap masih kurang, dan tempat antrian atau parkir yang terbatas. Maka dari itu diperlukan pelayanan yang lebih optimal lagi agar pelanggan lebih senang. Dengan menggunakan hasil dari pengukuran kepuasan pelanggan ini bertujuan untuk mengetahui tingkat kepuasan pelanggan, menjelaskan apa penyebab ketidakpuasan pelanggan dan yang lebih utama yaitu memberikan rekomendasi agar lebih meningkatkan kualitas pelayanan pada pelanggan Dengan adanya permasalahan tersebut perlu dilakukan perbaikan pada kualitas pelayanan agar dapat menimalisir adanya ketidakpuasan konsumen, dan juga meningkatakan kinerja di bengkel cat alimin airbrush. Pada penelitihan ini menggunakan metode Service Quality (SERVQUAL) untuk evaluasi dan perbaikan kualitas pelayanan dan juga dapat melakukan improvement dengan mengetahui kebutuhan pelanggan, untuk dapat memenuhi dan menanggapi kebutuhan pelanggan yaitu dengan Quality function development (QFD), dan kemudian menggunkan metode Importance Performance Analysis (IPA) guna menentukan kepuasan pelanggan secara keseluruhan hingga dapat atribut pelayanan yang perlu diperbaiki dan yang dipertahankan. Dari hasil penelitihan yang dilakukan, dapat diharapkan bisa dijadikan acuan dan rekomendasi perbaikan kualitas layanan pada bengkel cat alimin airbush. Dengan menggunakan metode Service Quality (SERVQUAL), Quality function development (QFD), dan Importance Performance Analysis (IPA). Sehingga kualitas pelanan yang diharapkan konsumen benar benar dapat dijalankan dengan baik.
Co-Authors A Faisal Burhanuddin Achmad Irfan Adi Surya Afandi, Nanang Krisna Agung Andana Yoshanda Anggitha Listyo Utomo Anjasmoro Bagas Prastyo ardiansyah, faris ardiansyah Arief Senja Fitrani Arief Senja Fitrani, Arief Senja Arifianto , Rahmat Atikha Sidhi Cahyana Aula Fajar Iman Sakti Bayu Arif Wicaksono Bayu Bisma Nanda Billy Yhovizmiaji Boy Isma Putra C, Udisubakti Dedy Dedy dedy dedy, dedy Fajrin, Moch. Teguh Fulvian Rokhman Hakim Hadiah Fitriyah Hana Catur Wahyuni Handaru A. Putra Hanifa, Muhammad Hardianto, Achmad Davit Hastian, Jovanka Roy Ida Agustini Saidi Ika Ratna Indra Astutik Ika Sasmita Sari Ima Faizah Indah Aprilia Sari Wulandari Isnaini Rodiyah Izza Anshori K, Putu Dana Moch. Rizwan Riandi Harahap Moch. Teguh Fajrin Mohamad Rizal Fadli Muchammad Yusuf Muchsinin Mudji Astuti Muhamad Adi Sungkono Muhammad Faisal Andreyanto Muhammad Jabal Thoriq Nurdin Musyahadah, Bahrul Nihlatul Qudus SN Novan Andi Ansyah Nur Aniqotus Zanubah Ovi Miru Sunandi Pamungkas, Rion Prihans Prasetyo, Mochammad Eko Pratama, Muchammad Ikbal Putu Dana K Putu Dana K Ribangun Bamban Jakaria Rinaldo, Hadid Rita Ambarwati Rita Ambarwati Sukmono Rizky, Naufal Rusandi, Kurniawan Eka Setiawan, Ardhi Wahyu Setyo Pradana, Eka Shinta Nuriyanti Slamet, Mukhammad Sulistyono Sulistyono Sungkono, Muhamad Adi Syamsiar, Syamsiar Tedjo Sukmono Udisubakti C Udisubakti C Verani Hartati Wahyu Setiawan, Ardhi Wardatul Maulia Yhovizmiaji, Billy Yus’Ady, Tiva Hendra