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All Journal Journal of ICSAR Jurnal ORTOPEDAGOGIA Tibuana : Journal of Applied Industrial Engineering Jurnal Penamas Adi Buana WAKTU: Jurnal Teknik UNIPA Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Teknik Industri Terintegrasi (JUTIN) Special and Inclusive Education Journal (SPECIAL) Seminar Nasional Hasil Riset dan Pengabdian (SNHRP) Kanigara PROMOTIF: Jurnal Pengabdian Kepada Masyarakat ABDIMASTEK
Jati Abdhi Wasesa, Andarmadi
Universitas PGRI Adi Buana Surabaya
Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mechanical Engineering Physics Public Health Social Sciences Other

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Analisis Kinerja dan Peningkatan Kualitas Enterprise Resource Planning (ERP) dengan Metode Servqual dan Six Sigma Esa, Mohammad Zaqi; Wasesa, Andarmadi Jati Abdhi
Jurnal Teknik Industri Terintegrasi (JUTIN) Vol. 8 No. 4 (2025): October
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jutin.v8i4.50227

Abstract

This research analyzes the quality of Enterprise Resource Planning services at the PT CMPI ice cream factory using the Servqual and Six Sigma methodology. The main objective of this research is to identify the level of satisfaction and causes of user dissatisfaction with the Enterprise Resource Planning service, and determine efforts to improve service quality that require improvement. Primary data was obtained by distributing questionnaires to 43 respondents who had used Oracle's Enterprise Resource Planning services more than once in the company and testing them in validity and reliability tests. Servqual and Six Sigma methods are applied for problem analysis and solving problems. The results of the Servqual analysis, the average value of gap 5 is -0.591, meaning that users at PT CMPI are not satisfied with the services provided by the Oracle ERP provider vendor. Use of DPMO (Defect Per Million Opportunity) average value of 137,874 and sigma value of 2.74 to identify problems that will be analyzed using Pareto Diagrams and Fishbone Diagrams to uncover the root of the problem.
Co-Authors Abdurrahman Soleh Aljufri Ananda Mas’adatul Aulia Aristha Purwanthari sawitri Bryan Rizaldi Fahreza Dharmawan, Rizqi Djoko Adi Walujo Esa, Mohammad Zaqi irianto, apri Irvan, Muchamad Jauhari, Muhammad Nurrohman Jumali, Muhamad Abdul Koesdijati, Titiek Latif, Nashrudin M. Nushron Ali Mukhtar Manik Ayu Titisari Muchamad Dwi Arianto Pramana, Yanatra Budi Rachmadtullah, Reza Riga Mardhika Riga Mardhika Rosmi, Yandika Fefrian Suntoko, Harno Titiek Koesdijati Titik Koesdijati Yandika Fefrian Rosmi Yunia Dwie Nurchayanie