Moses L. Singgih

Categorizing product attributes efficiently in QFD-Kano: a case analysis in telecommunication

Purpose The purpose of this paper is to propose a methodology to use complaints, claims and company innovation as an internal data source of customer needs for product development using the quality function deployment (QFD)-Kano approach instead of an ordinary customer survey. Design/methodology/approach This paper confirms that the customer complaints and claims and company innovations from the internal data source are equivalent to the Kano model’s product attributes. Data were selected from the company’s documents. To investigate the data category, a Kano questionnaire was designed and tested with 100 random respondents. Based on their answers, categories for the quality characteristics were determined and compared with the initial data categories. A second survey using professional customer respondents was conducted to increase the results’ reliability. Findings The approach was shown to be effective in employing complaints, claims and innovations as an alternative source of customer needs in the QFD-Kano approach. Research limitations/implications It is assumed that companies document their customer complaints and claims, as well as their strategic innovation plans. The complaint and claim data need to be extracted to reveal their quality characteristics. For future research, data extraction using text or data mining may be useful to bridge this gap. Practical implications The product development team may ascertain customer needs as duly classified. This voice of the customer is more accurate and requires less time. Originality/value The paper may be of value to researchers and practitioners involved in product design and development, since it offers a new source of customer need data obtained internally as an alternative to customer surveys.

Indonesian sustainable food-availability policy assessment using system dynamics: A solution for complexities

Abstract In spite of being a large paddy and maize producer for the last decade, Indonesian farming has been suffering from high population, land conversion and low agricultural employment, which have been more daunting than environmental issues in achieving sustainability. They also arise in complex interrelationships, which create loops and cannot be managed individually. This paper presents a system dynamic simulation of Indonesian sustainable food availability assessment to support policy adjustment in achieving sustainability. A system dynamic model has been built to represent Indonesian sustainable food availability as a holistic system which contains economic, environment and social aspects elements and their interrelationships. Simulation has been also done in three stages for a seven policy-scenario and six combination policy-scenario options to analyse how they affect food availability and farming emissions. The principal contribution is a systemic and quantified assessment of sustainable Indonesian food availability using system dynamic for policy adjustment support. ISFA ratio and Food availability scores were set as the goal performance. As the result, a combination of scenario 5 and 4 has been the selected scenario for ISFA ratio and food availability scores 14.61 kg/capita/GgCO2 Eq and 159.6 kg/capita as the most sustainable policy.

Reduksi Produk Cacat pada Produksi Benang dengan Pendekatan Metode Lean Six Sigma

Perusahaan amatan adalah perusahaan yang memproduksi benang dan kain berlokasi di Pandaan. Penelitian pada Tugas Akhir ini hanya difokuskan pada Departemen Spinning pembuatan benang. Terdapat permasalahan yang terjadi pada departemen tersebut, yaitu adanya pemborosan (waste) dilantai produksi dan adanya complain dari internal customer yaitu Departemen Weaving. Penelitian ini bertujuan untuk menghitung nilai sigma dari kondisi eksisting dan mengurangi jumlah defect yang berada di lantai produksi. Langkah yang dilakukan dalam penelitian ini disesuaikan dengan framework DMAIC. Fase Define dimulai dari identifikasi kondisi eksisting melalui penggambaran Value Stream Mapping (VSM), activity Classification Diagram, dan penyebaran kuisioner menggunakan AHP untuk identifikasi waste kritis, serta identifikasi dari macam-macam Critical To Quality (CTQ). Pemborosan yang paling sering terjadi pada lantai produksi adalah adanya defect. Fase Measure yaitu dimulai dengan penghitungan nilai sigma dan pemilihan defect yang kritis menggunakan pareto diagram. Dari hasil penelitian rata-rata nilai sigma pada proses produksi benang yaitu sebesar 3,5 sigma. Fase Analyze yaitu dengan dilakukan analisis akar permasalahan adanya defect dengan menggunakan tools Root Cause Analysis (RCA). Setelah itu, dirancang kuesioner Failure Mode and Effect Analysis (FMEA) yang diisi oleh salah satu orang ahli di perusahaan untuk menilai tingkat severity, occurrence, dan detection dari masing-masing akar permasalahan hingga didapatkan nilai Risk Priority Number (RPN). Dari hasil penelitian didapatkan tiga akar permasalahan yang memiliki nilai RPN tertinggi yaitu proses perawatan dan pengecekan komponen mesin produksi benang kurang baik, operator kurang memperhatikan standardisasi dalam peraturan (setting) mesin, dan komponen mesin pada proses produksi mengalami aus. Pada fase Improve dibangun rekomendasi perbaikan sesuai dengan akar permasalahan tersebut. Rekomendasi perbaikan yang diusulkan adalah adanya pembuatan SOP yang baik dan benar serta ditempel pada setiap mesin produksi, pembuatan form pengontrolan kondisi mesin, dan adanya pengadaan pengawas lapangan serta pemberia training secara rutin kepada operator dengan interval 3 bulan sekali. Dengan adanya improvement tersebut, defect dapat direduksi sebesar 45,72% dan nilai sigma meningkat menjadi 3,77 sigma.

Reduksi Cacat pada Produk Kaca Lembaran Dengan Metode Six Sigma

Perusahaan Flat Glass (PFG) merupakan sebuah perusahaan yang memproduksi kaca lembaran dengan proses pengambangan ( floating process ). Perusahaan ini memiliki tiga jenis produk kaca lembaran ( indo clear, panasap dan stopsol ). Perusahaan Flat Glass (PFG) berupaya untuk menghasilkan produk bermutu tinggi. Dalam memenuhi permintaan, perusahaan ini memproduksi kaca lembaran di line produksi A1 dan line produksi A2. Namun, proses produksi tersebut masih menghasilkan produk defect yang tinggi. Perusahaan ini telah menetapkan Key Performance Indicator (KPI) mengenai tingkat kecacatan yaitu maksimal sebesar 4.48% dari jumlah produksi perusahaan. Akan tetapi, tingkat kecacatan masih melebihi target tersebut khususnya di line produksi A1. Jenis kaca Light Green Flat Glass (LNFL) merupakan produk yang dihasilkan dari line produksi A1 dengan tingkat kecacatan melebihi batas KPI. Setelah dilakukan perhitungan sigma level , didapatkan nilai hanya sebesar 3.63 sigma . Dari analisis pareto chart didapatkan tiga jenis defect kritis yaitu cullet defect, chipping defect dan bubble defect. Masing-masing jenis defect kritis tersebut dicari akar permasalahannya menggunakan Root Cause Analysis (RCA) dan dicari akar permasalahan kritis menggunakan Failure Mode and Effect Analysis (FMEA). Kemudian, dilakukan usulan-usulan perbaikan terhadap akar permasalahan kritis. Lalu, dilakukan penentuan target perbaikan serta membandingkan sigma level antara kondisi eksisting dan target perbaikan.

Performance criteria development of maintenance service provider using case study approach analysis

Maintenance activities, both corrective and preventive, are initially conducted by maintenance department in each company. Currently, some companies implement outsourcing strategies in performing maintenance activities. Outsourcing is the delegation of business functions in total or partial to other companies in conjunction with the administrative and operational activities. One of the advantages of outsourcing is the company can focus on its core business. In addition, outsourcing is more economical due to the maintenance of activities budget; there is an adjustment of fixed costs into variable costs. Original Equipment Manufacturer (OEM) only handles their equipment but third party outsourcing is considered more advantageous because third party outsourcing can handle some types of equipment at once. One of the industries that implement outsourcing in maintenance activity is healthcare industry named hospital. Intensive Care Unit (ICU) is part of the hospital which is very vital so that it requires medical equipment with high availability and reliability. The aim of this research is to develop performance criteria for assessing the performance of medical equipment or maintenance outsourcing service provider. Several previous studies have identified performance criteria for maintenance service providers, both in the field of medical equipment as well as manufacturing area. The aim of this research is to develop criteria for assessing maintenance outsourcing performance in healthcare industry. The criteria development methodologies are elaborating previous studies criteria as well as the integrating Case Study Analysis and Delphi to obtain new criteria. Elaboration results of the previous studies, Case Study Analysis and Delphi method obtained 17 criteria to measure performance.