PERANCANGAN SISTEM PENGENDALIAN PERSEDIAAN PRODUK TIPE DC UNTUK MENURUNKAN CLAIM CUSTOMER DENGAN METODE QUALITY CONTROL CIRCLE DI PT X OTOMOTIF - Asep Suryadi; Susan Kurniawan; Tri Ngudi Wiyatno (ACADEMIA: Jurnal Inovasi Riset Akademik, 2026)
ABSTRACT The increasing quality demands in the automotive manufacturing industry require companies to minimize customer claims in order to maintain customer satisfaction and ensure production continuity. PT X Automotive continues to experience customer claims for DC-type products caused by product shortages during the packaging process due to manual counting and weighing systems. This study aims to identify the causes of customer claims, design improvement actions using the Quality Control Circle (QCC) method, and evaluate the effectiveness of the implemented improvements in reducing customer claims and achieving cost savings. The study employed a descriptive approach using the Quality Control Circle (QCC) method, which consisted of theme identification, analysis of the initial condition, root cause analysis using Pareto and Fishbone Diagrams, development and implementation of corrective actions, and evaluation of improvement outcomes. Data were collected through observations, interviews, documentation, and analysis of historical customer claim records. The results indicate that the primary cause of customer claims was the dependence on manual product counting and weighing by operators, which increased the risk of human error. Improvements were implemented by introducing an automatic counter in the packing process and an automated barcode-based weighing system. The evaluation results demonstrated that the implemented improvements reduced customer claims due to product shortages from three cases to zero cases during the post-implementation evaluation period and generated cost savings of IDR 17,130,481. These findings indicate that the QCC method is effective as a continuous improvement approach for enhancing quality control effectiveness, packaging process reliability, and customer satisfaction in the automotive manufacturing industry. ABSTRAK Tingginya tuntutan kualitas pada industri manufaktur otomotif mengharuskan perusahaan mampu meminimalkan customer claim untuk menjaga kepuasan pelanggan dan keberlangsungan proses produksi. PT X Otomotif masih menghadapi customer claim pada produk tipe DC yang disebabkan oleh kekurangan jumlah produk (shortage) saat proses pengemasan akibat sistem penghitungan dan penimbangan yang masih dilakukan secara manual. Penelitian ini bertujuan mengidentifikasi penyebab terjadinya customer claim, merancang tindakan perbaikan menggunakan metode Quality Control Circle (QCC), serta mengevaluasi efektivitas implementasi perbaikan terhadap penurunan customer claim dan penghematan biaya. Penelitian menggunakan pendekatan deskriptif dengan metode QCC yang dilaksanakan melalui tahapan identifikasi tema, analisis kondisi awal, analisis akar penyebab menggunakan Diagram Pareto dan Diagram Fishbone, penyusunan serta implementasi tindakan perbaikan, dan evaluasi hasil perbaikan. Data diperoleh melalui observasi, wawancara, dokumentasi, serta analisis data historis customer claim. Hasil penelitian menunjukkan bahwa penyebab utama customer claim berasal dari proses perhitungan jumlah produk dan penimbangan yang masih bergantung pada operator sehingga berpotensi menimbulkan human error. Perbaikan dilakukan melalui penerapan counter otomatis pada proses packing dan sistem penimbangan otomatis berbasis barcode. Hasil evaluasi menunjukkan bahwa implementasi perbaikan berhasil menurunkan customer claim akibat shortage dari tiga kasus menjadi nol kasus selama periode evaluasi setelah implementasi, serta menghasilkan penghematan biaya (cost saving) sebesar Rp17.130.481. Temuan ini menunjukkan bahwa penerapan QCC efektif sebagai pendekatan perbaikan berkelanjutan dalam meningkatkan efektivitas pengendalian kualitas, keandalan proses pengemasan, dan kepuasan pelanggan pada industri manufaktur otomotif.