IDENTIFIKASI KUALITAS PELAYANAN PADA BAGIAN REVERSE LOGISTIC SYSTEM BERBASIS QUALITY FUNCTION DEPLOYMENT (QFD) DI PT. AKARI INDONESIA

ALI RAIHAN , ASSEGAF (2013) IDENTIFIKASI KUALITAS PELAYANAN PADA BAGIAN REVERSE LOGISTIC SYSTEM BERBASIS QUALITY FUNCTION DEPLOYMENT (QFD) DI PT. AKARI INDONESIA. Undergraduate thesis, Faculty of Industrial Technology.

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Abstract

customer desire and satisfaction plays an important role in determining the quality of a product. customer satisfaction have a positive impact for the company, among others, provide a good image for the company and increase customer loyalty. However, if the product fails to provide satisfaction in terms of the damage and the goods will have the opposite effect experienced backflow called reverse logistics. Often times the company's emphasis on quality improvement forward logsitic but forgot to improve in the areas of reverse logistics. hence in this study made part reverse logistics that will be examined in order to Increasing the quality of this section. Targets which reached in this research are to identify level of customer satisfaction for products and services that have experienced reverse flow and determine improvements to after-sales service which must do by PT. Akari Indonesia. The research was conducted by using Quality Function Deployment (QFD) and the space research and the scope of this study is the reverse logistic system in that company. there are 13 attributes specified and adjusted based on the customer's perspective. From the calculations of GAP matrix there are 13 attributes are still having a negative value so that all of these attributes need to be improved. based on House of Quality from results of the Raw weight, the attribute that has the highest value is the reliability of the machine products that have been repaired and the lowest score is the availability of delivery services. response to these conditions, the management company must immediately implement improvements of technical responses given which gave from the company to address existing problems. there were 13 responses were given to answer technical attributes, by contributing technical response that must be realized is increased skill technicians at service center which has strong relations in response to improve reliability attributes of the product which is the first target to be improved. Keywords: Quality Function Deployment, Reverse Logistic, House of Quality

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