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OPERATION EXCELLENCE: Journal of Applied Industrial Engineering
Published by Universitas Mercu Buana
ISSN : 2085429     EISSN : 26545799     DOI : 10.22441/oe
Core Subject : Science,
Decision Sciences, Operations Research & Management
The aim of Operations Excellence: Journal of Applied Industrial Engineering (OE Journal) is to publish theoretical and empirical articles that are aimed to contrast and extend existing theories, and build new theories that contribute to advance our understanding of phenomena related with industrial engineering and industrial management in organizations, from the perspectives of Quality Engineering, Productivity Improvement, Logistic & Distribution, Supply Chain Management, Performance Management & Improvement System, Modelling, Operations Management, Optimization, Green Manufacturing.
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Articles 8 Documents
 1 
Search results for , issue "Vol 7, No 1, (2015): OE Maret 2015" : 8 Documents clear
PERBAIKAN KUALITAS PELAYANAN JASA KEPARIWISATAAN DENGAN METODE SERVQUAL DAN QFD (Studi Kasus di Keraton Kasepuhan Kota Cirebon) Didi Junaedi
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. Kasepuhan Palace Cirebon tourism services participate to build theeconomy of the country, especially the city of Cirebon. Therefore, in order tofurther increase the number of visits, the service quality should be improved.Using SERVQUAL method, can know the perception of service qualitykasepuhan palace Cirebon. Measuring the quality of services performed on fivedimensions that has tangible, responsiveness, assurance, reliability, and empathy.The results of this study showed that all of the dimensions are still not as expectedvisitors. The Improvement starts from the dimensions of responsiveness that havethe smallest SERVQUAL score. QFD can be analyzed using improvementpriorities according to customer needs. The most important priority that needs tobe adequate hygiene team, demolition charges, as well as the renovation andrestoration. Overall it can be proposed for improving services such as:improvement of operational systems, improvements and additions to the facility,the addition of human resources and training. The limitations is only the firstphase HOQ.Keywords: Quality, SERVQUAL, QFD, Improvement, HOQ
PERBAIKAN KUALITAS LAYANAN PENDIDIKAN DI JURUSAN TEKNIK GRAFIKA DAN PENERBITAN POLITEKNIK NEGERI JAKARTA DALAM MEMENUHI HARAPAN MAHASISWA Saeful Imam
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. Bearing the title of public universities do not make the Department ofGraphic and Publishing - PNJ can relax in getting prospective students , this canbe seen from the decrease in the number of students who follow the specializationin the admission of students from year to year. The Department needs to do propermarketing efforts . One form of marketing that can be done is the Word of Mouth(WOM) marketing. Word of Mouth Marketing, can only be achieved if studentsare satisfied with the services provided. The results of the satisfactionmeasurement using SERVQUAL method, students are not satisfied with theservice and the value of the gap all the negative attributes, while basedmeasurements with IPA and QFD obtained five priority improvement is toprovide a suggestion box for students and accommodate the needs/complaints ofstudents through the PA (academic supervisor), makes excellent service standardsfor each division there, strengthen and expand the internet network and theexisting intercom especially classrooms, complete the number of books, the layoutof the book and reading room and create an e-library system to facilitate thesearch, borrow and return books, make plans for the procurement of laboratoryand workshop equipment .Keywords: education, SERVQUAL, IPA, QFD
RANCANGAN KUALITAS PELAYANAN UNIT BPPT ENJINIRING DENGAN INTEGRASI SERVQUAL, IPA DAN KANO MODEL DALAM MODEL QFD Muktiyono Muktiyono
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. BPPT as a Non-Government Organization (LPNK) that one work unitbelow it is the Technology Service Center/BPPT Enjiniring as a Public ServiceAgency (BLU) at the Agency for the Assessment and Application of Technology(BPPT) is a form of willingness to perform services or dissemination oftechnology institutional engineering capabilities in delivering goods and services.This study aims to determine the attributes of what services are needed Customersand performance attributes of service quality, to analyze the differences betweenthe perceptions and expectations of the customers on the quality of existingservices (the level of customer satisfaction), and determine the form of planningin improving the quality of service with HoQ (servqual) and HoQ Kano. Thisstudy uses four methods: Servqual, IPA, Kano Model and QFD. After calculationof the obtained data shows that the gap the average score obtained from the 35service attributes is -0.06. There are 5 main technical response that needs to bedone by BPPT Enjiniring management in an effort to improve the quality ofservice is: the work of partner received correctly, proper and lawful, Servicesstraightforward, easy to understand and easy to implement, Implementation of thework can be completed on time have been determined, the Environment mustorderly, organized, provided a comfortable waiting room, clean and tidy, and thedevelopment of consumer claims handling sectionKeywords: Servqual, IPA, Kano Model, QFD, House of Quality, BPPTEnjiniring
PEMETAAN DAN STRATEGI PEMANFAATAN TEKNOLOGI PADA INDUSTRI OLAHAN RUMPUT LAUT INDONESIA YANG BERKELANJUTAN Sawarni Hasibuan
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. The fisheries industrialization program tries to place thedownstreaming of seaweed as one of the strategies to increase the added value ofthe seaweed commodity. However, the competitiveness of the national seaweedindustry is also relatively low compared to foreign industry. One of the problemsof the competitiveness of the processed seaweed industry is because the extent ofthe use of technology in the processed seaweed industry has not been identified.The purpose of this research is to map the use of technology in the processedseaweed industry in downstreaming a competitive and sustainable Indonesianseaweed industry. The mapping of the existing condition of technologyutilization refers to five indicators, namely production aspect, cost aspect, HRaspect, energy aspect, and environmental aspect. The development strategy of theseaweed downstream industry is developed by using the SWOT method. Therecommended technology standard analysis is based on the benchmark method.Results of the analysis shows that the dominant type of technology used is the„semi-mechanical technolgy‟ which mostly comes from Europe/America followedby Japan, local, and China. In order to increase the competitiveness andsustainability of the Indonesian processed seaweed industry, improvements in thefields of artificial drying, high value added (downstream) technology andtechnology for food safety is required. Several action plans required among othersare: the solar system dryer in the upstream industry, the implementation of qualityand food safety management system in the production chain, identification andinvestment of high value products in the seaweed downstream industry.Keywords: seaweed, technology assessment, SWOT, upstream and downstreamindustry
ANALISA PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH PADA SALAH SATU BANK SWASTA DI JAKARTA Tashia Augusta Schuurman
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. Banking at the present time is required to further improve its service,whereas customers are increasingly improving their mobility and needs. Servicein the banking industry is a very important thing in determining their success inthe face of competition. Quality of service is very influential on customersatisfaction and loyalty. The existence of decrease in the number of customers, adecrease in the amount of good incomes from savings, deposits and loans, also anincrease in the number of customers who complain significantly occur at thisprivate bank. This study was conducted to determine the effect of service qualityon customer satisfaction and loyalty on one Private Bank branches in CentralJakarta. The respondent in this study are the customers of the private bank inCentral Jakarta branch where the total number of customer at the private bankbranch in Central Jakarta are as many as 112 customers. The number ofrespondents in this study set out 88 respondents using a sampling technique calledpurposive sampling with slovin formula. This study uses analysis with the help ofthe SMART PLS program to determine the effect between service quality,customer loyalty and customer satisfaction, in addition, this study also uses thePearson r correlation with SPSS to determine the relationship between eachdimension. The results obtained from this study show that: 1) the quality ofservice gives positive and significant effect on customer satisfaction, 2) thecustomer satisfaction does not give positive and significant effect on customerloyalty, 3) the quality of service gives positive and significant effect on customerloyalty. The recommendation for this private bank in Central Jakarta branch is toimprove the quality of services provided to customers starting from theimprovement of the employee's performance, system improvement, andtechnology improvement so that the customer is satisfied and loyal to this privatebank.Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, SMARTPLS
UPAYA MINIMASI WASTE PADA PROSES PENGADAAN BARANG/JASA DI PT PERTAMINA HULU ENERGI (PHE) MENGGUNAKAN LEAN SERVICE Bobby Cahyo Widiantoro
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. The purpose of this research is to identify and reduce waste in theprocurement process of goods/services at PT Pertamina Hulu Energi (PHE). Theprocurement process analysis of good/services uses the concept of lean thinkingthat begins with the observation that focused on process of good/servicesprocurement. Based on the current state mapping, there was several wastes at theinitial inquiry stage or good/services procurement process which incomplete, arecurring assessment process in the pre-qualification stage of goods/servicesprocurement, and the long contract process. Future state mapping showed theimprovement process by applying the procedure of goods/services procurementinquiry, making the certified to replace administration document, and applying theGeneral Terms and Conditions of the contract. Total cycle time to responseincomplete request showed the significance improvement from 3.600 seconds to 0second. Total cycle time for prequalification process showed significantimprovement from 345.600 seconds to 3.600 seconds or improve 98,96%. Totalcycle time for contract process showed the significant improvement from1.209.600 seconds to 432.000 seconds or improve 64,29%. Based on thecalculation of process cycle efficiency value showed the significant improvementfrom 0,58 to 0,83 or improve 30%.Keywords: procurement process, lean services, process cycle efficiency.
ANALISIS KEPUASAN PELANGGAN UNTUK MENINGKATKAN KUALITAS PELAYANAN ADMISI DAN PROMOSI UNIVERSITAS BAKRIE Aries Wiwit Handayani
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. Approach to discover customer expectations is needed to improve thecompetitiveness of the university. This study aims to determine the characteristicsof services which do not satisfy customer expectations and provide advice onimproving service quality Admission and Promotion Bureau Universitas Bakrie.This research used ServQual method to measure customer expectations andperceptions. Information was gathered by a questionnaire with Likert scale.Proceed with observation and interviews with Universitas Bakrie management toanalyze of the Quality Function Deployment (QFD) by the House of Quality(HOQ) first stage. The results show that 17 indicators in five dimensionsServQual have greater customer expectations of perception. Dimensions tangibleson the first rank of customer dissatisfaction. Generaly, the service characteristicsin Admission and Promotion Bureau did not meet customer expectations includeunoptimal the use of communications technology, registration facilities wereinadequate, and service staff Admission and Promotion Bureu did not maximalyet.Then followed sequentially reliability, responsiveness, assurance, andempathy. The main recommendation in this research is the provision of adequatecommunication tools to cut the distance between the consumer and Admissionand Promotion Bureau and internal member Admission and Promotion Bureau.The findings in this research may help management to enhance service quality toincrease customer satisfaction.Keywords: quality, service,admission and promotion, ServQual, QFD, HOQ
KAJIAN KUALITAS MINYAK GORENG SAWIT DENGAN METODE TAGUCHI QUALITY LOSS FUNCTION Juliza Hidayati; Sukaria Sinulingga; Utomo Hadi
Operations Excellence: Journal of Applied Industrial Engineering Vol 7, No 1, (2015): OE Maret 2015
Publisher : Universitas Mercu Buana

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Abstract. A company making palm olein find the results of the productionprocess has some variation of the characteristics of the oil, which is a variation ofcolors, smells, acid number and moisture content. Variations occur due to theheating temperature in the engine Slurry Tank, spiral heat exchange machines anddeodorize machine that changed the conditions required. This resulted in financiallosses for the company. The research was conducted by examining thecharacteristics of the oil, which aims to get real-time comparison of thecharacteristics and expectations of the value characteristics of color, odor, acidnumber and moisture content. Furthermore, the interviews and the cost of losscalculation using the Taguchi Quality Loss Function to improve the characteristicsof the product which is not according to specifications. Research shows loss costper color characteristics of 0.099%, the characteristic odor of 0.077%, thecharacteristics of acid number of 0.1% and the characteristics of the water contentof 0.0002%. While the total cost of loss to Rp 269 319 600 / year. If doneimprovement of production processes, then the resulting cost reductionsamounting to 18.65% or USD 50.2524 million / year. The losses reached 18.65%showed losses during the company is quite large, so it is necessary improvementof the production process to minimize lost production costs.Keywords: Cooking Palm Oil, Taguchi Quality Loss Function, ProductCharacteristics, Production Cost

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