Analisis Perbaikan Tingkat Keluhan Pelanggan Dengan Metode Total Quality Management (TQM) di Industri Manufaktur Makanan
Abstract
Tuntutan konsumen dengan gaya hidup serba cepat mempengaruhi pertumbuhan sektor industri makanan dan minuman di Indonesia. Permasalahan yang muncul pada industri manufaktur makanan yang dijadikan tempat penelitian adalah tingkat keluhan pelanggan selama periode tahun 2019 sebanyak 120 isu, sementara target yang ditetapkan oleh perusahaan adalah sejumlah 2 keluhan per bulan. Tujuan penelitian adalah mengetahui penyebab dan melakukan strategi perbaikan tingkat keluhan pelanggan yang terjadi. Metode Total Quality Management (TQM) digunakan sebagai pendekatan yang berorientasi kepada kepuasan pelanggan dengan memaksimumkan daya saing organisasi melalui perbaikan terus menerus atas produk, jasa, manusia, proses, dan lingkungannya. Hasil yang diperoleh adalah tingginya keluhan pelanggan didominasi oleh masalah pengiriman, strategi yang dilakukan dengan pemangkasan proses yang tidak bernilai tambah dan mengidentifikasi potensi kegagalan proses menggunakan Failure Mode Effect Analysis
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