USULAN PENERAPAN METODOLOGI DMAIC DAN SERVICE BLUEPRINT UNTUK PERBAIKAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN PT MUTU

Abstract

Abstract. Costumer satisfaction is really important, because the customer will
come back to use the service. Customer satisfaction is also related to the quality of
service received by the customer of a company products or services. The problem
of service quality in a test lab PT MUTU is situated upon a description of
customer satisfaction regarding the analysis period of completion and certificates
delivery time are still below standard PT MUTU against laboratory testing
services and there is a waste of time waiting for customers. Service quality
improvement methods to the analysis period of completion and the delivery time a
certificate is the DMAIC and lean approach, where the results of the improvement
seen in the sigma level obtained. The tools used SIPOC, pareto diagram, CTQ,
logic tree, two proportion test, DOE, p-chart, minitab-16. In addition under
discussion used of the service blueprint analysis to saw linkages the improvement
of service quality using DMAIC with the service process, points of contact with
customers and the evidence seen by the customer service.
Keyword: Service Quality, Lean, DMAIC, Service Blueprint, Sigma Level