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All Journal Journal Industrial Servicess Journal of Systems Engineering and Management
Trenggonowati, Dyah Lintang
Sultan Ageng Tirtayasa University
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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Journal : Journal Industrial Servicess

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Analyzing Gojek service quality and customer satisfaction using Servqual–Canoe Model–QFD integration Trenggonowati, Dyah Lintang; Ulfah, Maria; Sukamto, Aurora Elvaretta
Journal Industrial Servicess Vol 9, No 2 (2023): October 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i2.21857

Abstract

The problem at the Untirta Faculty of Engineering concerning Go-ride services is a decrease in Go-ride users from 2020 to 2022. This decline is due to users' complaints about unsatisfactory Go-ride services, such as drivers being unfriendly and impolite, among other issues. Based on the challenges faced by Gojek, a study was conducted on service quality using the Servqual, Canoe, and Quality Function Development (QFD) methods. This study aims to identify attributes that fail to meet customer expectations, determine priority attributes for improvement, and prioritize improvement efforts that the company can undertake to enhance the quality of Go-ride services. Questionnaires were distributed to 97 respondents. The research findings revealed 8 attributes with a negative gap. The priority attribute requiring improvement is drivers consistently being friendly and polite to customers, with an adjusted importance value of 5.46. Furthermore, the suggested improvement that the company can pursue is to reward drivers who consistently adhere to the standard operating procedures (SOP), with a relative weight percent value of 51.03%. In conclusion, there are 8 customer needs that still do not meet expectations, with the priority being drivers' consistent friendliness and politeness. The suggested priority improvement for the company involves rewarding drivers who consistently adhere to SOP.
Supply chain performance analysis using discrete system simulation method: A case study in a furniture company Trenggonowati, Dyah Lintang; Ulfah, Maria; Ridwan, Asep; Bahauddin, Achmad; Ekawati, Ratna; Sonda, Atia; Umyati, Ani; Fachrur, Aditya Rahadian; Yadi, Yayan Harry
Journal Industrial Servicess Vol 9, No 1 (2023): April 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i1.19049

Abstract

As time progresses, the evolving industrial world demands that companies devise the best strategies to achieve their desired goals. A well-designed system is expected to increase the profitability of the company itself. CSD is an interior furniture and interior design studio located in the city of Cilegon, Banten. The challenge faced by CSD is the inability to meet order deadlines during periods of high demand. The objective of this study is to assess the level of machine utility within the existing process and provide recommendations to achieve an optimal process. The methodology employed includes system simulation and model development using Promodel software. Additionally, statistical tests, model validation, and ANOVA tests were conducted. Based on the results, it was determined that the level of machine utility at CSD is 17.48% for shaping planning, 30.08% for grinding, 14.88% for assembly, and 29.98% for finishing. The proposed solution, scenario or proposal 2, suggests combining the assembly and finishing workstations, resulting in increased machine utility.
Quality control analysis in tofu production using Lean Six Sigma and Design of Experiments to reduce defects Ridwan, Asep; Trenggonowati, Dyah Lintang; Nur'aini, Nur'aini
Journal Industrial Servicess Vol 10, No 2 (2024): October 2024
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62870/jiss.v10i2.29642

Abstract

This research focuses on the quality issues faced by a micro, small, and medium enterprise (MSME) in the food sector, specifically in tofu production. The production process still generates defective products, with a defect rate of 2% to 3% per day. Further observations identified several types of waste in the production process, including overproduction, defects, motion, waiting, transportation, and overprocessing, with defects being the most dominant. To address this issue, this study applies to the Lean Six Sigma method to control product quality. Through analysis using a questionnaire on the seven types of waste, five Critical to Quality (CTQ) factors were identified: dirty defects, splitting defects, hole defects, size defects, and color defects. The study also analyzes the production cycle time, revealing a lead time of 9 hours and 50 minutes, with a total value-added time of 7 hours and 49 minutes. The Defects Per Million Opportunities (DPMO) value is 5,605.31, and the sigma value is 4.0364, indicating that product quality is at an average industry level. An improvement plan was formulated using an experimental design. The proposed improvements were implemented by setting the soybean soaking time to 4 hours, the boiling time to 30 minutes, and the coloring time to 2 hours. After implementation, the percentage of defective tofu products decreased from 2.13% to 0.32%. These results demonstrate that applying the Lean Six Sigma method significantly enhances product quality and production efficiency for the MSME.
Co-Authors Achmad Bahauddin Aditya Rahadian Fachrur Arina, Faula Dewantari, Nustin Merdiana Ekawati, Ratna Fachrur, Adhitya Rahadian Ferdinant, Putro Ferro Hartono, Tri Ardhi Herlina, Lely Ilyasa, Isqy Nur'aini, Nur'aini Oscar, Samuel Ridwan, Asep Sonda, Atia Sukamto, Aurora Elvaretta Taqdisillah, Creavilian Ulfah, Maria Umyati, Ani Yadi, Yayan Harry