USULAN PERBAIKAN KUALITAS JASA DI BENGKEL RESMI ASTRA DAIHATSU CABANG I SEMARANG MENGGUNAKAN GABUNGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN QUALITY FUNCTION DEPLOYMENT (QFD)

Abstract

Dalam usaha melayani kebutuhan pelanggan, Bengkel Resmi Astra Daihatsu Cabang I Semarang selalu ingin meningkatkan kualitasnya. Namun, jumlah pelanggan dalam kurun waktu 3 tahun terakhir ini mengalami penurunan. Hal ini diduga karena banyaknya kompetitor yang bergerak di bidang yang sama. Selain itu juga adanya keluhan dari pelanggan mengenai pelayanan di Bengkel Resmi Astra Daihatsu Cabang I Semarang.

Berdasarkan latar belakang diatas, maka peneliti melakukan penelitian dengan menggunakan metode Importance Performance Analysis (IPA) dan Quality Function Deployment (QFD) untuk membuat suatu perencanaan guna meningkatkan kualitas pelayanan sesuai dengan kebutuhan dan keinginan pelanggan dan dapat bersaing di pasaran.

Berdasarkan hasil analisa menggunakan Importance Performance Analysis (IPA) dan pembuatan House of Quality (HOQ) didapatkan variabel yang perlu mendapatkan prioritas untuk ditingkatkan dan respon teknisnya. Adapun variabel-variabel yang perlu mendapatkan perbaikan berdasarkan urutan prioritasnya adalah var 10, var 8, var 20, var 7, var 21, var 15 dan var 6. Adapun prioritas perbaikan yang harus dilakukan berdasarkan respon teknis adalah kecakapan SDM, pengecekan berkala pada peralatan bengkel, pengecekan ulang hasil layanan, evaluasi kerja, pemberian layanan Happy Call, varian suku cadang, pemberian diskon dan kotak saran konsumen

ABSTRACT

In an effort to serve the needs of customers, Astra Daihatsu Authorized Repair Semarang Branch I always wanted to improve its quality. However, the number of customers within the last 3 years has decreased. This is presumably because of the many competitors who engaged in the same field. In addition, complaints from customers about the service at the Astra Daihatsu Authorized Repair Semarang Branch I.

Based on the above background, the researchers conducted a study using the method of Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) to create a plan to improve the quality of service in accordance with the needs and desires of customers and be competitive in the market.

Based on the analysis results using the Importance Performance Analysis (IPA) and the House of Quality (HOQ) obtained variable that needs to get priority to be improved and technical response. The variables that need to get repairs in order of priority is var 10, var 8, var 20, var 7, var 21, var 15 and var 6. As for priority improvements to be made based on the technical response is HR skills, checking periodically on workshop equipment, re-checking the results of service, job evaluation, service delivery Happy Call, variant parts, giving consumers discounts and advice box.