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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 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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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.
Analisis Kepuasan Pelanggan Gojek Di Pandaan Menggunakan Metode Structural Equation Modelling (SEM) Pamungkas, Rion Prihans; 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.v6i3.2650

Abstract

Perusahaan jasa pelayanan yang saat ini berkembang adalah perusahaan angkutan roda dua dikenal dengan sebutan gojek. Gojek merupakan penyediaan layanan jasa ojek online yang selalu meningkatkan kualitas layanan serta menawarkan harga yang kompetitif dibandingkan dengan layanan transportasi lainnya. Namun gojek memiliki permasalahan yang terkait dengan persoalan pelayanan. Pelayanan berbasis online ini hanya dibatasi untuk pengguna ponsel android, sehingga pelanggan hanya dibatasi oleh kalangan tertentu. Jika diperhatikan ada banyak hal yang harus diperbaiki dalam layanan Gojek yang saat ini terutama masalah keselamatan, kenyamanan dan ketetapan untuk kejadian nyata untuk keluhan tentang kesalamatan banyak yang mengeluh mengenai tidak diberikan helm, tidak diberikan jas hujan dan driver mengebut saat mengemudi. Untuk keluhan kenyamanan banyak keluhan tentang keramahan, kebersihan driver dan kebersihan kendaraan. Untuk keluhan mengenai ketetapan banyak keluhan mengenai estimasi waktu diaplikasi tidak sesuai dengan kenyataan dan juga tarif tidak pasti. Tujuan dari peneliti ini adalah untuk mengetahui kualitas layanan yang diberikan oleh gojek di pandaan, maka menggunakan metode SEM (Structural Equation Modelling). SEM adalah teknik analisis multivariat yang dibangun berdasarkan teori yang mendukung penelitian. Permodelan ini digunakan untuk menjelaskan hubungan antara konstruk kualitas layanan, kepuasan konsumen, dan loyalitas konsumen. Hasil dari penelitian ini hanya dari tiga variabel saja yang signifikan terhadap variabel kepuasan konsumen dalam model dan hipotesa yang diterima hanya tiga dari lima hipotesa yang ditentukan, yaitu bukti fisik, ketanggapan, dan jaminan.
TRACTOR PAINT QUALITY CONTROL BY INTEGRATING THE SIX SIGMA METHOD AND FAIL MODE AND EFFECT ANALYSIS (FMEA) PT. XYZ Setiawan, Ardhi Wahyu; Sulistiyowati, Wiwik; Jakaria, Ribangun Bamban; Sukmono, Tedjo
Journal for Technology and Science Vol. 2 No. 3 (2025): Journal for Technology and Science
Publisher : PT ANTIS INTERNATIONAL PUBLISHER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61796/ipteks.v2i3.427

Abstract

Objective: The aim of this research is to find out the main factors that cause defects in painting parts and make appropriate suggestions/improvements to reduce and prevent defects in the painting process. Methods: The Method employed is that The method used is the Six Sigma method and the FMEA (Failure Mode Effect and Analysis) method. Six Sigma in technical methods is oriented towards a statistical approach to calculating product defects. The goal is to reduce process variance by eliminating defects that interfere with customer satisfaction. FMEA is a technical analysis which, if carried out correctly and at the right time, will provide great value in helping the decision making process. Results: The Results show that The research results show that the average DPMO value for tractor product production on weekdays from January 1 2023 to April 30 2023 is 107618.46 with an average sigma value of 2.74. Novelty: The recommendation for improvement from the FMEA method is that the cause of the defect with the highest RPN value is painting that does not comply with the SOP of 576. The proposed improvement for the cause of this defect is supervision of painting employees. The Novelty is derived from the specific application and findings of the Six Sigma and FMEA methods in addressing the painting defects at PT. XYZ.
Enhancing Sustainable Safety Performance in the Construction Industry: A Total Safety Management Approach Rita Ambarwati; Handaru A. Putra; Dedy Dedy; Wiwik Sulistiyowati; Boy Isma Putra
Binus Business Review Vol. 16 No. 2 (2025): Binus Business Review
Publisher : Bina Nusantara University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21512/bbr.v16i2.9672

Abstract

Indonesia’s construction industry is known for high accident rates, underscoring the urgency and practical impact of the research. The research explored the causal relationship between Total Safety Management (TSM), safety culture, safety behavior, and safety performance within Indonesia’s construction sector, aiming to reduce high workplace accident rates. The research uniquely integrated these variables into a unified model tailored specifically to the Indonesian construction context, clearly distinguishing itself from previous research by addressing existing gaps in the literature. Data were collected from 173 staff and managers at contractor companies involved in various construction projects, each respondent having at least one year of relevant industry experience. A structured questionnaire assessed the implementation of safety programs and practices in respondents’ workplaces over a three-month period (March to May 2023). Structural Equation Modeling–Partial Least Squares (SEM-PLS) was employed for rigorous data analysis. Findings indicate that TSM significantly influences both safety culture and safety behavior, with each positively impacting overall safety performance. Specifically, a robust safety culture fosters proactive safety behaviors among workers, significantly reducing accidents and enhancing safety outcomes. Implementing TSM as a continuous improvement approach effectively creates an environment emphasizing worker safety, well-being, and operational effectiveness. The research empirically validates a comprehensive and integrated safety management model using SEM-PLS, providing practical recommendations specifically designed to enhance construction safety performance in developing countries. These insights assist industry practitioners in achieving sustainable safety management, reducing workplace incidents, and striving toward zero fatalities.
PENENTUAN PRIORITAS PERBAIKAN KUALITAS LAYANAN KESEHATAN DENGAN METODE SERVQUAL Wahyuni, Hana Catur; Sulistiyowati, Wiwik
JEMIS (Journal of Engineering & Management in Industrial System) Vol. 3 No. 1 (2015)
Publisher : Industrial Engineering Department, Faculty of Engineering, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jemis.2015.003.01.1

Abstract

Abstract The quality of health services is required by the health implementing-organization as a strategy to win the competition. In order to improve the quality of health services, there should be a sustainable improvement in all aspects of quality. This study aims to perform the identification of the quality of the existing services and determine the priorities for resolving the problem and improving the customer satisfaction. It applies Servqual method with five dimensions: tangible, responsiveness, reliable, assurance and empathy; and 25 research attributes. The questionnaires given to the respondents consist of three things: a questionnaire for the identification of the respondents, of the level of customer perception and of the level of customer expectation. The research results that the highest gap between the consumer perception and the consumer expectation found in the dimension of empathy and the attributes of the medical workers’ patience and amiability during health examination with the value of -1.05. These results indicate that the priority of health care quality improvement is by increasing the medical workers’ ability in doing health examinations with patience and amiability.
PERBAIKAN DESAIN SISTEM DISTRIBUSI IKAN DENGAN MENGINTEGRASIKAN METODE PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) DAN LEAN SIX SIGMA PADA DISTRIBUSI IKAN DI KABUPATEN SIDOARJO Sulistiyowati, Wiwik
JEMIS (Journal of Engineering & Management in Industrial System) Vol. 3 No. 1 (2015)
Publisher : Industrial Engineering Department, Faculty of Engineering, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jemis.2015.003.01.2

Abstract

Abstract The fresh fish demand increase in the Sidoarjo district can be seen from the fish production amount increase which could be found in the fish market. The fish market became a fresh fish distribution center from fish farmers to customers. To keep the qualities of fish and its distribution services, designing the system design of fish distribution is need to be conducted. The aim of this research is to design a system design of fish distribution by integrating physical distribution service quality (PDSQ ) methods and lean six sigma methods at a fish market in Sidoarjo. This research is conducted to give a suggestion for fisheries and maritime department of Sidoarjo in providing services to public. This research began by measuring the quality of service by using the PDSQ method, then the highest of negative gap value would be identified to find “the waste” by lean method during the distribution process from producer to consumer which affects the quality of service, and than measured capability process using the six sigma method. By using both methods in implementing the system design improvement of fish distribution in Sidoarjo, the results show that the quality of services has increased the distribution of fish by the presence of some improvements facilities. These can be seen from the value of fish qualities which has increased in the reckoning of customer satisfaction from the gap value of each dimensions namely timeline of -2.08  becomes -0.81, availability dimension of -3.36 becomes -1.7, and condition dimension of -1.96 becomes -1.17, and scores of  process capabilities of 4.11 becomes 4.43. The improvement of system design from this existing condition is by involving integrated service unit (UPT) of fish market as a control of the quality of fish and its distribution process to increase the customer satisfaction.
Donut Production Sigma Level and Strategic Positioning: Tingkat Sigma Produksi Donat dan Posisi Strategis Rinaldo, Hadid; Sulistiyowati, Wiwik
Indonesian Journal of Innovation Studies Vol. 26 No. 2 (2025): April
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/ijins.v26i2.2032

Abstract

General Background: Quality control and risk management are essential in food-based small enterprises to maintain product consistency and operational stability. Specific Background: UD Darjo’s Donut’s experienced recurring production defects exceeding internal tolerance limits, requiring structured process evaluation and strategic formulation. Knowledge Gap: Limited studies integrate quantitative Six Sigma measurement with strategic SWOT positioning in small-scale donut production systems. Aims: This study aims to measure process capability using the Six Sigma DMAIC framework and formulate business strategies through SWOT analysis. Results: Five dominant defect types were identified, including undercooked dough, burnt surface, inconsistent shape, wrinkled texture, and hollow structure. The average process capability reached 3.78 sigma across six observation periods, with values ranging from 3.64 to 4.00. SWOT mapping positioned the enterprise in Quadrant I, indicating strong internal conditions and favorable market opportunities. Novelty: The study combines sigma-level evaluation with strategic quadrant mapping within a food MSME context. Implications: The findings support structured quality monitoring and aggressive growth strategies aligned with internal strengths and external opportunities. Keywords: Six Sigma, Quality Control, SWOT Analysis, Process Capability, Food MSME Key Findings Highlights Five dominant defect categories were systematically identified in production. Average process performance reached 3.78 across six periods. Strategic mapping indicated a strength-opportunity configuration.
Integrated Lean AHP and Taguchi for Supplier Quality Decisions: Pendekatan Terpadu Lean AHP dan Taguchi untuk Pengambilan Keputusan Kualitas Pemasok Arifianto , Rahmat; Sulistiyowati, Wiwik
Indonesian Journal of Innovation Studies Vol. 26 No. 2 (2025): April
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/ijins.v26i2.2035

Abstract

General Background: Quality control and supplier selection are critical components in manufacturing systems to ensure process stability and cost efficiency. Specific Background: Companies in the food and small-scale production sector frequently encounter non-value-added activities and variability in raw material quality that affect operational performance. Knowledge Gap: Previous studies have discussed lean thinking, Analytical Hierarchy Process, and Taguchi Loss Function separately, yet limited research integrates these approaches within a single decision-making framework for supplier evaluation and quality control. Aims: This study aims to analyze production inefficiencies and determine optimal supplier selection criteria using an integrated Lean Thinking, AHP, and Taguchi Loss Function approach. Results: The findings identify dominant waste categories, prioritize supplier evaluation criteria, and quantify quality loss to support structured decision making. Novelty: The study presents a combined methodological framework that links waste identification, multi-criteria decision analysis, and quality loss measurement within one operational model. Implications: The proposed framework provides a systematic basis for managerial decision making in improving production consistency, minimizing quality deviation, and strengthening supplier performance evaluation in manufacturing systems. Keywords: Lean Thinking, Supplier Evaluation, Analytical Hierarchy Process, Taguchi Loss Function, Quality Control Key Findings Highlights Waste categories were systematically identified within the production workflow. Multi-criteria prioritization structured supplier ranking decisions. Quality deviation was quantified using a loss-based measurement model.
Co-Authors A Faisal Burhanuddin Afandi, Nanang Krisna Anggitha Listyo Utomo Anjasmoro Bagas Prastyo ardiansyah, faris ardiansyah Arief Senja Fitrani Arief Senja Fitrani, Arief Senja Arifianto , Rahmat Aula Fajar Iman Sakti Bayu Arif Wicaksono Bayu Bisma Nanda Billy Yhovizmiaji Boy Isma Putra C, Udisubakti Cahyana , Atikha Sidhi 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 Isnaini Rodiyah Izza Anshori K, Putu Dana Moch. Teguh Fajrin Mohamad Rizal Fadli Muchammad Yusuf Muchsinin Mudji Astuti Muhamad Adi Sungkono 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 Wulandari, Indah Aprilia Sari Yhovizmiaji, Billy Yoshanda, Agung Andana Yus’Ady, Tiva Hendra