Mahasin, Viladi Najmi and Lestiani, Melia Eka and Siswanto, Budi Nur (2021) ANALISIS LEAN DISTRIBUSI UNTUK MENINGKATKAN SERVICE QUALITY PRODUK TANGO & TEH GELAS DI PT. ARTA BOGA CEMERLANG BANDUNG TIMUR (TA 16.16.21.5). Diploma thesis, STIMLOG INDONESIA.
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Abstract
ABSTRAK Penelitian ini bertujuan untuk menganalisis kualitas layanan yang diharapkan pelanggan pada produk Tango dan Teh Gelas di PT. Arta Boga Cemerlang Bandung Timur Kecamatan Panyileukan serta mengetahui atribut layanan dan upaya peningkatan kualitas yang perlu diprioritaskan pada layanan distribusi. Permasalahan yang ditemukan adalah kegagalan pengiriman karena barang tidak sesuai yang dipesan hingga lamanya pengiriman sehingga menurunya kepuasan pelanggan. Penelitian ini menggunakan pendekatan metode servqual digunakan untuk menganalisis kesenjangan antara presepsi dan harapan dalam kualitas pelayanan. Sementara metode IPA dipergunakan untuk mengetahui tingkatan kepuasan pelanggan atas kualitas pelayanan yang diberikan. Sedangkan dengan metode lean distribusi untuk mengetahui kegiatan apa saja yang ada dalam proses pengiriman barang yang tidak memberikan nilai tambah. Hasil dengan menggunakan metode servqual, dengan rata-rata tiap total dimensi menunjukan hasil -0,637 yang menunjukan bahwa kualitas pelayanan masih dibawah harapan pelanggan sehingga diperlukan perbaikan kualitas pelayanan pada setiap atribut yang memiliki tingkat pelayanan yang rendah. Pengolahan data analisis Importance Performance Analysis (IPA) atribut yang menjadi prioritas utama untuk dilakukannya perbaikan yaitu sebagai berikut: X4 Barang yang diterima harus sesuai dengan pesanan yang telah diorder melalui sales. X5 Bila perusahaan berjanji untuk melakukan pengiriman sesuatu pada waktu yang disepakati, mereka harus merealisasikannya. X8 Perusahaan harus mengirimkan pesanan sesuai dengan waktu yang dijanjikan. X11 Karyawan perusahaan harus memberikan respon kepada pelanggan yang mengalami kendala. X16 Perusahaan mampu bertanggung jawab terhadap kesalahan. Pada pengolahan lean distribusi didapatkan dua kegiatan yang berisiko tinggi yaitu Waste inappropriate: pengecekan barang dan dokumen yang dilakukan berulang kali, bagian ADM tidak membuat surat faktur dan surat jalan diwaktu bersamaan, dan sales melakukan order fiktif. Waste waiting: menunggu asisten supir mengecek quantity barang yang ada didalam truk dengan RPB dan menunggu sales untuk menanyakan alamat pelanggan. Kata Kunci: Kualitas Layanan, Service Quality, Importance Performance Analysis (IPA), Lean Distribusi STIMLOG Indonesia DISTRIBUTION LEAN ANALYSIS TO IMPROVE SERVICE QUALITY OF TANGO & GELAS TEA PRODUCTS AT PT. ARTA BOGA CEMERLANG BANDUNG TIMUR Using Service Quality Methods, Importance Performance Analysis (IPA) Methods and Lean Distribution Logistics Management Department, Indonesian School of Logistics Management Jl. Sariasih No 54, Sarijadi Bandung 40151, Indonesia Email: [email protected] ABSTRACT This study aims to analyze the quality of service expected by customers on Tango and Teh Gelas products at PT. Arta Boga Cemerlang, East Bandung, Panyileukan District, and to know the service attributes and quality improvement efforts that need to be prioritized in distribution services. The problem is delivery failure because the goods do not match what was ordered until delivery is determined so that customer satisfaction decreases. This study uses the servqual approach method which is used to analyze between perceptions and expectations in service quality. While the IPA method is used to determine the level of customer satisfaction with the quality of service provided. Meanwhile, the lean distribution method is used to find out what activities are in the process of delivering goods that do not provide added value. The results using the servqual method, with an average of each total dimension showing the results of -0.637 which indicates that the service quality is still below customer expectations so that it is necessary to improve the quality of service on each attribute that has a low level of service. Processing of data analysis Importance Performance Analysis (IPA) attributes that are the main priority for repairs are as follows: X4 Goods received must be in accordance with orders that have been ordered through sales. X5 If a company owes money to deliver something at an agreed time, they have to make it happen. X8 The company must deliver the order according to the expected time. X11 Company employees must respond to customers who experience problems. X16 The company is responsible for errors. In lean distribution processing, there are two high-risk activities, namely inappropriate waste: checking goods and documents repeatedly, ADM does not make invoices and shipping documents at the same time, and sales make fictitious orders. Waste waiting: waiting for the assistant driver to check the quantity of goods in the truck with RPB and waiting for sales to ask the customer's address. Keywords: Service quality, Service Quality, Importance Performance Analysis (IPA), Lean Distribution
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | Unnamed user with email [email protected] |
| Date Deposited: | 23 Feb 2022 08:37 |
| Last Modified: | 23 Feb 2022 08:37 |
| URI: | http://eprint.ulbi.ac.id/id/eprint/101 |
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