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Increasing the Quality of Bank Service Systems at the Customer Service Office (CSO) for Sustainability Customer Trust Zulkarnaen, Iskandar; Apriyani, Apriyani; Nuryono, Arif; Prasmoro, Alloysius Vendhi; Kurnia, Hibarkah
IJIEM - Indonesian Journal of Industrial Engineering and Management Vol 5, No 2: June 2024
Publisher : Program Pascasarjana Magister Teknik Industri Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/ijiem.v5i2.24985

In the last six months, one of the Bank Central Asia (BCA) in Central Jakarta received various kinds of complaints from customers every month. The complaint relates to the Customer Service Officer (CSO) who is not optimal in terms of service. This is of concern to research, because competition in the service industry, especially banking, is increasing every year. This research aims to analyze improving the quality of service to customers and provide appropriate solutions for the continued trust of BCA customers. This research method uses the Quality Function Deployment (QFD) method combined with customer complaint data through questionnaires and comparison data with competitor banks through benchmarking. This research found six causes of declining CSO service quality based on Voice of Customer (VOC). Meanwhile, from the 6 causes of problems, seven corrective actions were produced using a correlation matrix and technical actions to improve the quality of CSO services. After measuring aspects using the QFD method, the resulting importance level was 17%, meaning it was important to repair, the aspect difficulty level was 2%, meaning it was easy to repair, and the estimated cost aspect was 15%, meaning the cost was low in repairs. Corrective actions on the part of the CSO have been maximized in providing services to customers at BCA Branch Unit Offices (BUO). Gajah Mada, Central Jakarta. So that in the coming years the quality of CSO services will continue to be evaluated to reduce complaints from BCA customers.

Pengendalian Mutu Produk Kemeja Wanita Menggunakan Metode Statistical Process Control pada UMKM Konveksi Nuryono, Arif; Zulkarnaen, Iskandar; Apriyani, Apriyani; Nugroho, Oki Widhi; Kurnia, Hibarkah
Jurnal Media Teknik dan Sistem Industri Vol 9, No 1 (2025)
Publisher : Universitas Suryakancana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35194/jmtsi.v9i1.4451

Convection Micro, Small, and Medium Enterprises (MSMEs) still experience product defects outside the target. This is because there is a control system that has not been implemented properly. MSME Konveksi is pursuing a large number target due to orders from customers. However, when sending products to customers, product defects are still found, meaning that there is no product control by the manufacturer. This research aims to control the quality of products sent to customers. This research method uses a combination of the Plan Do Check Action (PDCA) approach with the Statistical Process Control (SPC) method. This research found that there were four categories of defects in the MSME Konveksi production process, namely loading, sewing, rubbing, and name tag dimensions. The most dominant problems are sewing defects and loading defects at 85%. Meanwhile, the results of the P-chart analysis show that there are 4 data in the production process in Sep-Dec 2022 that exceed the upper control limit. This research cumulatively resulted in a reduction in defects from 5.84% to 3.19%, meaning a decrease of 45.4%. Meanwhile, dominant defects, namely sewing defects, decreased by 30.8% and loading defects decreased by 24.5%. Meanwhile, the results of the P-chart analysis after improvements showed no deviation in the percentage of defects during 2023. This research has been successful in reducing production defects so that Konveksi MSMEs can increase the percentage of products with quality according to customer orders. Usaha Mikro Kecil dan Menengah (UMKM) Konveksi masih terjadi adanya cacat produk di luar target. Hal ini dikarenakan adanya sistem pengendalian yang belum diterapkan dengan baik. UMKM Konveksi mengejar target jumlah yang banyak karena pesanan dari pelanggan. Namun dalam pengiriman produk ke pelanggan masih ditemukan adanya cacat produk, artinya belum ada pengendalian produk oleh produsen. Penelitian ini bertujuan untuk mengendalikan kualitas produk yang terkirim ke pelanggan. Metode penelitian ini menggunakan kombinasi pendekatan Plan Do Check Action (PDCA) dengan metode Statistical Process Control (SPC). Penelitian ini menemukan terdapat empat kategori kecacatan pada proses produksi UMKM Konveksi, yaitu loading, penjahitan, gosok, dan dimensi nametag. Permasalahan yang paling dominan adalah cacat penjahitan dan cacat pemuatan sebesar 85%. Sementara hasil analisa P-chart terdapat 4 data dalam proses produksi pada bulan Sep–Des 2022 yang melebihi batas kendali atas. Penelitian ini secara kumulatif menghasilkan penurunan cacat dari 5.84% menjadi 3.19%, artinya turun 45.4%. Sementara untuk cacat dominan yaitu cacat penjahitan turun sebesar 30.8% dan cacat loading turun 24.5%. Sementara hasil analisa P-chart sesudah perbaikan tidak terdapat adanya penyimpangan persentase cacat selama tahun 2023. Penelitian ini sudah berhasil dalam mengurangi cacat produksi, sehingga UMKM Konveksi dapat meningkatkan jumlah persentase produk dengan kualitas sesuai pesanan pelanggan.

Sigma level choice examination in executing incline Lean Six Sigma (LSS) within the material and item material industry Kurnia, Hibarkah; Wiyatno, Tri Ngudi; Nugroho, Bayu Hari; Nuryono, Arif
Operations Excellence: Journal of Applied Industrial Engineering Vol. 17 No. 1 March 2025
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/oe.2025.v17.i1.134

Many manufacturing industries in the world use the Lean Six Sigma (LSS) approach in analyzing and improving waste activities and reducing production defects. The Textile and Product Textile (TPT) industry can also be easily implemented because this industry is a labor-intensive industry. However, in its development, no one has analyzed the sigma level in the TPT industry by reviewing studies. The sigma level obtained from various sources and various types of TPT industries cannot yet be concluded about the sigma level value for each type of industry. This research points to look at writing articles related to LSS, particularly within the TPT industry. This inquire about employments the clustering strategy, specifically a refinement research strategy taken within the TPT industry within the writing review. This ask around found dispersions of 55 articles that were effectively studied inside the composing with the Six Sigma technique being the preeminent broadly utilized and more explore objects based on the tall quality of 41 articles. Gathering by industry section is the piece of clothing industry with 14 articles that reinforce the LSS. In the interim, based on nation groupings, the biggest number is Indonesia with 19 articles. It is trusted that this inquire about commitment can ended up a reference for anybody who will utilize LSS within the fabricating industry.

Peningkatan Keterampilan Author dan Reviewer Dalam Publikasi Karya Ilmiah Melalui Pelatihan Implementasi Open Journal System (OJS) 3 Kurnia, Hibarkah; Sulaeman, Asep Arwan; Setiawan, Indra; Nuryono, Arif; Herindiyati , Herindiyati
Lentera Pengabdian Vol. 1 No. 04 (2023): Oktober 2023
Publisher : Lentera Ilmu Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59422/lp.v1i04.230

Publikasi merupakan suatu kewajiban bagi seluruh insan akademisi. Melalui publikasi, suatu karya, produk ataupun jasa yang dihasilkan lewat penelitian dapat dikenal oleh masyarakat. Namun, untuk melakukan publikasi tidaklah mudah, karena banyak parameter atau sistem pada jurnal tersebut untuk menyusun karya ilmiah. Salah satunya penggunaan Open Journal System (OJS) 3 yang harus digunakan oleh author dan reviewer pada saat publikasi karya ilmiah. Keterbatasan dalam pengetahuan implementasi OJS 3 dalam mendukung publikasi akan menyulitkan untuk menerbitkan artikel di jurnal bereputasi. Makalah ini disusun untuk mengungkapkan tantangan pengembangan publikasi ilmiah melalui workshop OJS 3 sebagai pendukungnya. Oleh karena itu, Pengabdian Kepada Masyarakat (PKM) ini bertujuan untuk meningkatkan keterampilan author dan reviewer dalam publikasi karya ilmiah, sehingga tahapan pada OJS 3 dapat diselesaikan dengan baik. Kebaruan makalah ini adalah mengintegrasikan pelatihan OJS 3 pendukung publikasi dalam satu workshop. Kegiatan ini dilakukan melalui pelatihan/workshop secara hybrid. Peserta terbagi menjadi dua bagian yaitu daring secara Zoom dan luring di Ruang Seminar. Sasaran kegiatan ini khususnya adalah seluruh mahasiswa, dosen Fakultas Teknik Universitas Borobudur dan umumnya untuk universitas lainnya. Hasil Pengabdian kepada Masyarakat ini memberikan manfaat kepada seluruh sivitas Fakultas Teknik dalam menyusun karya ilmiah. Peserta telah mampu mengoperasikan OJS 3 melalui pendaftaran artikel (mulai, upload submission, enter metadata, confirmation dan next step). Sementara untuk reviewer sudah mampu melaksanakan OJS 3 melalui tahapan (request for review, guidelines, download and review, completion). Selain itu, kegiatan ini juga memberikan strategi baru untuk meningkatkan kualitas dan kuantitas publikasi para mahasiswa dan dosen Fakultas Teknik.

Penerapan Metode Quality Function Deployment (QFD) untuk Meningkatkan Produk Penutup Baterai Mesin Mixing di Industri Otomotif Tambunan, Erwin Barita Maniur; Nuryono, Arif
Jurnal Rekayasa Sistem Industri Vol. 14 No. 1 (2025): Jurnal Rekayasa Sistem Industri
Publisher : Universitas Katolik Parahyangan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26593/jrsi.v14i1.8032.76-92

Manufacturing companies in the injection molding sector supply plastic-based automotive spare parts such as car battery covers. The mixing process at this company is still done manually because the previous mixing machine was not functioning properly. The problem with a mixing machine is that it produces an uneven mixture. Apart from that, the mixing machine does not yet have a component that functions to filter tin flakes that are mixed into the crusher material. This research aims to reduce the percentage of uneven mixing defects and increase the impeller rotation to the maximum in the mixing process. This research uses the Quality Function Deployment (QFD) method combined with the Fishbone diagram method and the 5W+1H method. This research found that uneven mixing defects during the mixing process were dominant in this problem. After analysis, there was a problem with the distribution of impeller rotation, the maximum was only 0.134 m/s or around 60% of the total material mixing. Redesigned improvement solutions for the mixing process by modifying the mixing machine with more sophisticated technology. This research resulted in a reduction in production defects from 9% to 2% and an expansion of impeller rotation in the mixing process, up to a maximum of 0.202m/s or a flatness of around 90%.

Penyuluhan Inovasi Usaha Kecil Menengah (UKM) dan Organisasi Melalui Transformasi Digital Kurnia, Hibarkah; Wiyatno, Tri Ngudi; Sulaeman, Asep Arwan; Nuryono, Arif
Jurnal Pelita Pengabdian Vol. 3 No. 1 (2025): Januari
Publisher : DPPM Universitas Pelita Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar

Pertumbuhan ekonomi lokal telah menjadi fokus utama di banyak negara, dengan UKM dan organisasi menjadi motor penting dalam perekonomian. Peran vital UKM dan organisasi dalam menciptakan lapangan kerja, menggerakkan pertumbuhan, dan meningkatkan inklusivitas ekonomi telah diakui secara luas. Namun terdapat tantangan yang dihadapi oleh UKM dan organisasi, terutama dalam mengadopsi inovasi teknologi, menjadi kritis dalam upaya mereka untuk berkembang dan berkontribusi secara optimal terhadap pertumbuhan ekonomi lokal. Pengabdian ini bertujuan untuk memberikan wawasan yang lebih dalam tentang bagaimana inovasi teknologi dapat didorong di kalangan UKM dan organisasi untuk mendukung pertumbuhan ekonomi lokal yang inklusif dan berkelanjutan. Metode yang digunakan pada pengabdian ini dengan melakukan penyuluhan secara daring selama 1 hari dengan model penyuluhan secara teori dan demontrasi, sesi tanya jawab dan diskusi antara peserta dan narasumber. Pengabdian ini menghasilkan bahwa UKM dan organisasi yang mampu mengadopsi teknologi memiliki potensi besar untuk menjadi pilar dalam ekosistem ekonomi lokal yang kuat, memberikan kontribusi yang signifikan pada pertumbuhan ekonomi, penciptaan lapangan kerja, dan keberlanjutan ekonomi di tingkat lokal. Dengan dukungan yang tepat, UKM dan organisasi dapat menjadi kekuatan penting dalam memajukan ekonomi lokal menuju arah yang lebih berkelanjutan dan inklusif.

Penyuluhan Pentingya Pemahamann Hukum dan Gagap Hukum Insinyur Indonesia Penyebab dari Kegagalan Kontrak dan Proyek Kurnia, Hibarkah; Supriyanto, Supriyanto; Nuryono, Arif
Jurnal Pelita Pengabdian Vol. 3 No. 2 (2025): Juli 2025
Publisher : DPPM Universitas Pelita Bangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar

Di era globalisasi ini banyaknya masyarakat dan mahsiswa yang belum paham dalam hukum menyelenggarakan proyek dan kontrak kerja. Banyak yang sudah bekerja sesuai Standard Operational Procedure (SOP), tapi tetap tersandung kasus karena alpa atau kelalaian. Kurangnya pemahaman hukum dalam proyek dan kontrak, malasnya pendaftaran ke HKI, adanya biaya pendaftaran dan terbit sertifikat Hak Kekayaan Intelektual (HKI) terkait keluaran desain ciptaan mahasiswa atau berupa karya ilmiah. Pengabdian Kepada Masyarakat (PKM) ini bertujuan untuk memberikan pengarahan kepada calon Insinyur terkait pentingnya hukum dalam membangun atau menciptakan proyek dan kontrak saat bekerja di dunia nyata. PKM ini menggunakan metode penyuluhan secara daring maupun luring kepada mahasiswa dan non mahasiswa (dosen dan karyawan swasta). Pelaksanaan PKM ini tidak lepas peran sentral Persatuan Insinyur Indonesia (PII) Pengurus Cabang (PC) Kota Bekasi yang bekerjasama dengan perguruan tinggi yang ada di Bekasi. PKM ini telah dihadiri oleh peserta dengan total 365 peserta seluruh Indonesia. Panitia mengharapkan Insinyur muda maupun senior harus paham aturan dan ikut membangun sistem hukum internal di perusahaannya. Kemudian Narasumber mendorong pendekatan proaktif agar para profesional teknik tidak hanya jadi pelaksana proyek, tetapi juga pelindung hukum atas pekerjaan yang ditanganinya sesuai aturan yang berlaku

Reduced painting defects in the 4-wheeled vehicle industry on product type H-1 using the lean six sigma-DMAIC approach Zulkarnaen, Iskandar; Kurnia, Hibarkah; Saing, Bungaran; Apriyani, Apriyani; Nuryono, Arif
Jurnal Sistem dan Manajemen Industri Vol. 7 No. 2 (2023): December
Publisher : Universitas Serang Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30656/jsmi.v7i2.7512

The current era provides challenges for several automotive industries to be able to compete and maintain the quality of their products. For four-wheeled autoÂmotive companies, satisfying customers regarding the visual appearÂance of the vehicle body is very important. However, internally, automotive companies still found many defects or failures in painting, amounting to 32.6%. Apart from that, rework also results in additional costs that the company must incur during the painting process. This study aims to clarify types of painting defects, analyze root causes, provide solutions, improve process capabilities, and inÂcrease the sigma level in the painting process in the four-wheeled vehicle industry. This study uses the Lean Six Sigma method, which is integrated into the DMAIC approach and other improveÂment tools. As a result, this study clarifies four critical defects in the orange peel defects of the painting section, craters, melting, and blur. This study has resulted in several corrective action solutions, including tightening supervision of the performance of painting section operators so that they are consistent and committed to working according to the Standard Operational Procedure (SOP) or work instructions that have been created. A competency matrix is used to evaluate operator performance, which is reported to superÂiors and subordinates by the supervisory departÂment. After carrying out corrective action, this study increased the process capability from 1.17 to 1.92. The higher the capability value, the higher the sigma level. This study also has increased the sigma level from 2.76 to 3.42, meaning an increase of 78%. .

Penerapan Metode Quality Function Deployment (QFD) untuk Meningkatkan Produk Penutup Baterai Mesin Mixing di Industri Otomotif Tambunan, Erwin Barita Maniur; Nuryono, Arif
Jurnal Rekayasa Sistem Industri Vol. 14 No. 1 (2025): Jurnal Rekayasa Sistem Industri
Publisher : Universitas Katolik Parahyangan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26593/jrsi.v14i1.8032.76-92

Manufacturing companies in the injection molding sector supply plastic-based automotive spare parts such as car battery covers. The mixing process at this company is still done manually because the previous mixing machine was not functioning properly. The problem with a mixing machine is that it produces an uneven mixture. Apart from that, the mixing machine does not yet have a component that functions to filter tin flakes that are mixed into the crusher material. This research aims to reduce the percentage of uneven mixing defects and increase the impeller rotation to the maximum in the mixing process. This research uses the Quality Function Deployment (QFD) method combined with the Fishbone diagram method and the 5W+1H method. This research found that uneven mixing defects during the mixing process were dominant in this problem. After analysis, there was a problem with the distribution of impeller rotation, the maximum was only 0.134 m/s or around 60% of the total material mixing. Redesigned improvement solutions for the mixing process by modifying the mixing machine with more sophisticated technology. This research resulted in a reduction in production defects from 9% to 2% and an expansion of impeller rotation in the mixing process, up to a maximum of 0.202m/s or a flatness of around 90%.

Analisis Faktor K3 yang Bepengaruh Terhadap Produktivitas di Industri Otomotif Aprianto, Tri; Setiawan, Bambang; Nuryono, Arif
Proceeding Mercu Buana Conference on Industrial Engineering Vol 5 (2023): LEAN AND GREEN FOR SUSTAINABILITY DEVELOPMENT GOALS IN THE I4.0 ERA
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/MBCIE.2023.023

The increasing development of industry and technology has the potential to cause a source of danger. In addition, work environment factors that do not meet Occupational Safety and Health (OHS) requirements, unsafe work processes, and increasingly complex work systems can pose a distinct threat to worker safety and health. This study aims to analyze the K3 factors that affect the decline in productivity. This study uses Focus Group Discussion to analyze problems and provide suggestions for improvement. The results of the analysis using Why-Why Analysis to find out the dominant causes show that OHS is considered a shackle. OHS equipment that is not provided according to potential hazards, OHS policy does not guarantee occupational safety and health, lack of firmness from companies in applying sanctions to violators of OHS regulations. This study concludes that by analyzing the factors regarding OHS Culture, OSH Training, and Employee Performance that influence productivity can be identified. With RCFA with Why-Why Analysis the company can make improvements to production declines.

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