Simputra, Dea Agatha (2015) Analisis Masalah Kualitas Produk Berdasarkan Customer Complaints di PT. Aerofood ACS Surabaya. Sarjana thesis, Universitas Brawijaya.
Abstract
Persaingan industri yang semakin ketat membuat perusahaan melakukan berbagai cara untuk memenangkan persaingan, salah satunya berfokus pada kebutuhan customer akan kualitas produk yang diberikan. Produk dan pelayanan yang tidak sesuai standar kualitas (nonconforming product) akan menimbulkan komplain customer. Komplain customer menyebabkan beberapa kerugian bagi perusahaan, seperti penurunan profit dan kehilangan customer. Di sisi lain, komplain dapat menjadi alat efektif bagi perusahaaan untuk meningkatkan kualitas produk, pemasaran, atau sebagai ukuran masalah kualitas yang dihadapi perusahaan. Program magang di PT. Aerofood ACS Surabaya bertujuan menganalisis masalah kualitas yang dihadapi perusahaan berdasarkan data historis customer complaints di perusahaan selama periode 2012-2014. Data dianalisis dengan diagram pareto dan diagram sebab akibat untuk mengetahui jenis-jenis nonconforming product serta penyebabnya. Hasil analisis menunjukkan foreign object (serangga dan rambut) serta food quality berupa organoleptik makanan menjadi penyebab komplain paling tinggi di perusahaan. Penyebab terbesar masalah kualitas yang diamati terdapat pada karyawan, karena itu sebaiknya dilaksanakan tindak disiplin tegas berupa surat peringatan agar karyawan lebih disiplin dalam melaksanakan peraturan.
English Abstract
The Increasingly of industry competition makes companies do various ways to stand in competition, one of which focuses on customer needs of the product‟s qualities provided. Products and services that do not conform to the standard quality (nonconforming product) will lead to customer complaints. Customer complaints can lead to some losses for the company, such as a decrease in profit and lose customers. In the other hand, complaints could be an effective tool for companies in the process of improving products‟ quality, marketing, or as a measure of quality problems faced by the company. Internship program conducted at PT. ACS Aerofood Surabaya, aimed at analyzing the quality problems faced by the company based on the historical data of customer complaints in the company during 2012-2014. Data analyzed with pareto diagrams and causal diagrams to determine the types of nonconforming product and the causes. The results indicate foreign object (insects and hair) as well as food quality formed in food organoleptic be the largest cause of the complaints. The biggest cause of quality problems were observed there on employees, so it should be conducted formal diciplinary action formed as reminder letter, so that employees are more dicipline in carrying out the regulations
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTP/2015/428/051508717 |
| Uncontrolled Keywords: | Customer complaints, kualitas, foreign object, food quality,-Customer complaints, quality, foreign object, food quality |
| Subjects: | 300 Social sciences > 338 Production > 338.1 Agriculture |
| Divisions: | Fakultas Teknologi Pertanian > Keteknikan Pertanian |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 08 Jan 2016 09:35 |
| Last Modified: | 29 Nov 2021 01:56 |
| URI: | http://repository.ub.ac.id/id/eprint/150344 |
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