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All Journal Engineering Science Letter Journal of Novel Engineering Science and Technology Journal of Organizational and Human Resource Development Strategies
Roland Y.H. Silitonga
Institut Teknologi Harapan Bangsa
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering

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Analysis of Factors Affecting ERP Implementation Performance Using the Analytical Hierarchy Process (AHP): A Case Study at PT Multi Makmur Investama (Multives) Tangerang Roland Y.H. Silitonga; Alem Wandira Sembiring
Engineering Science Letter Vol. 4 No. 03 (2025): Engineering Science Letter
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/IISTR.esl.001198

Abstract

The Indonesian packaging industry faces mounting pressure to align enterprise systems with evolving strategic and operational demands. This study investigates the performance of a mature Enterprise Resource Planning (ERP) system at PT Multi Makmur Investama (Multives), leveraging the Critical Success Factors (CSF) framework and Analytic Hierarchy Process (AHP) to identify and prioritize key determinants of ERP success. Ten CSFs were evaluated through expert pairwise comparisons and cross-validated via a perception survey of 51 ERP users. Results reveal ERP system quality (18.16%), top management support (14.19%), and user training (10.79%) as the most influential drivers. However, notable discrepancies emerged between expert prioritization and user satisfaction particularly in vendor support and training indicating underlying misalignments in long-term ERP usage. The study contributes a dual-layered evaluation model combining structured expert judgment and user-based validation, offering actionable insights for ERP optimization in emerging market contexts and extending theoretical discourse on ERP maturity evaluation.
Cosmetic Packaging Quality Analysis Using the Six Sigma and House of Quality Methods at PT XYZ Roland Y.H. Silitonga; Marla Setiawati; Christabel Jovanka
Journal of Novel Engineering Science and Technology Vol. 5 No. 02 (2026): In Press - Journal of Novel Engineering Science and Technology
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/jnest.v5i02.1197

Abstract

Product quality is a critical factor in the success of manufacturing industries, particularly in the cosmetic packaging sector, where packaging serves both protective and marketing functions. PT XYZ experienced a defect rate of 4.09% in cosmetic packaging products, resulting in increased production costs and reduced customer satisfaction. This study aims to reduce product defects by applying the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology integrated with Failure Mode and Effects Analysis (FMEA) and the House of Quality (HoQ). DMAIC was employed to identify defect sources, measure process performance, analyze root causes, implement improvements, and establish process control. FMEA was used to evaluate potential failure modes and prioritize corrective actions based on Risk Priority Numbers, while HoQ translated improvement priorities into practical technical actions. Data were collected through direct observation and interviews with relevant personnel at PT XYZ. The implementation of the proposed improvements reduced overall defects by 2,321.43 defects per million opportunities (DPMO), equivalent to 2.32%, and increased the process sigma level by 0.21. Specifically, the “Dirty Glass/Grepes” defect decreased by 11,616.07 DPMO (1.16%) with a sigma improvement of 0.58, whereas the “Scratch” defect declined by 5,660.71 DPMO (0.57%) with a sigma improvement of 0.25. Root cause analysis revealed that Dirty Glass/Grepes defects were primarily associated with human and method factors, while Scratch defects were related to human, equipment, and method factors. Seven improvement alternatives were identified, with two successfully implemented: adding a blower stage during final assembly and inspecting the cover pull-force testing instrument.
Analysis of Service Quality Gaps and Strategic Improvement Priorities: A Comparative Study of Customer Satisfaction at Minimarkets using SERVQUAL and Importance Performance Analysis Anggoro P. Utomo; Roland Y.H. Silitonga; Alexander G. Agung
Journal of Organizational and Human Resource Development Strategies Vol. 3 No. 01 (2026): Journal of Organizational and Human Resource Development Strategies
Publisher : The Indonesian Institute of Science and Technology Research

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56741/IISTR.ohds.001906

Abstract

This study conducts a comparative analysis of service quality between two competing minimarkets in Indonesia: Pindadmart (a state-owned enterprise affiliate) and Alfamart (a market leader). The objective is to identify performance gaps and formulate strategic improvement priorities. The research employs a dual-methodological approach utilizing the SERVQUAL model to measure the gap between customer expectations and perceptions across five service dimensions (Tangibles, Reliability, Responsiveness, Assurance, Empathy), and Importance-Performance Analysis (IPA) to map service attributes and identify areas requiring immediate managerial attention. Data were collected via questionnaires from 110 respondents, evenly distributed between the two retailers. The results reveal a significant service quality deficit at Pindadmart, which exhibits a larger negative gap score (-1.20) compared to Alfamart (-0.77). The most critical gap for Pindadmart lies within the Empathy dimension, specifically concerning employee attentiveness to customer needs (Gap = -1.67). The IPA matrix positions attributes such as adequate parking (P3) and employee trustworthiness (P16) in the high-priority quadrant for Pindadmart. This study conceptually and empirically links perceived empathy failures to underlying operational deficiencies, specifically product stockouts, arguing that customers interpret inventory unavailability as a lack of organizational care. Recommendations focus on synergizing operational improvements in inventory management with enhancements in physical facilities and employee training to bolster customer satisfaction and fulfill the cooperative’s role in mentoring local MSMEs.
Co-Authors Alem Wandira Sembiring Alexander G. Agung Anggoro P. Utomo Christabel Jovanka Marla Setiawati