ANALISIS QUALITY FUNCTION DEPLOYMENT (QFD) UNTUK MENINGKATKAN KUALITAS PELAYANAN PADA PERUSAHAAN JASA RIKSA UJI K3 DI PT. ALFA DINAMIS

Abstract

Rohmat Saepulloh. 202010215012. Analysis of Quality Function Deployment (QFD) to Improve Service Quality in K3 Test Inspection Services Companies in. PT. Dynamic Alpha.

            PT Alfa Dinamis is an occupational health and safety services company (PJK3) which operates in the field of inspection and testing (riksa test) / certification of the suitability of occupational health and safety (K3) equipment. From the summary of problems that occurred in the last year, there are 7 problems that need to be evaluated, consisting of 2 problems included in the tangible dimension, 3 problems included in the reliability dimension, and 2 problems included in the responsiveness dimension. From the results of the summary of problems that need to be evaluated in 2023 to guarantee service satisfaction in the coming period, it is necessary to carry out an analysis to improve service quality to ensure client satisfaction by reading the voice of customers using the quality function deployment (QFD) method with the aim of knowing the voice of customer from clients at PT. Alfa Dynamics so that decision making is obtained in the form of recommendations for steps that need to be taken to improve the quality carried out by PT. Alfa Dynamics can guarantee client satisfaction and comfort. Based on the voice of customer, the strategies that need to be implemented are: carried out to improve the quality of service are adding test equipment, changing team formation to make it more flexible, creating a scheduling information system (application base), strengthening overall scheduling coordination, providing training for test staff, establishing cooperation and coordination with the Ministry of Manpower and expanding business as well as additional testing personnel. From the results of the analysis using the quality function deployment method, the results of the measurement of the degree of importance aspect, the level of difficulty aspect, and the estimated cost aspect of the corrective actions taken to improve the quality of service to clients at PT. It can be concluded that Dynamic Alpha is worthy of proceeding to the design and implementation stages.