Peningkatan Kualitas AMDK dengan Pendekatan Quality Function Deployment (QFD) (Studi pada PT. Mandabella Aerindo)

Abstract

PT. Mandabella Aerindo is a company that produces and sells packaged water under a brand name ORYZ which was founded by Dody Suprihartono in 2012. The company operates in Serang and sales covers several areas in Banten. The packaged water business is a business that has many risks, one of which is the defective product. Product defects cause by the low quality of a product, which causes the company to receive a lot of returns from customers. This return problem then causes the company to lose its customers, and it will give an even worse impact to the company if it is not been handle seriously. One of ways to resolve returns is by improving the quality of a product so that it could decrease the defect level. Quality improvement is also beneficial for company to be able to provide products that meet customer expectations and demands. This research aims to analyze the priority requirements of ORYZ packaged water customers which are grouped in eight quality dimensions of Garvin measurement (performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality). The number of samples in this research was chosen by purposive sampling technique and collected through questionnaire techniques. This research involved 96 respondents who are ORYZ packaged water retailers in Serang, Banten. This research also involves the assessment of PT. Mandabella Aerindo to strengthen the appraisal of its customers. The priority of customer’s requirements is analyzed using the Importance-Performance Analysis (IPA) method and Quality Function Deployment (QFD). The results of this research are discovered that "Packaged water is not easy to leak" is the customer’s requirement attribute that has the highest priority based on IPA and QFD analysis (with a raw weight normalized value of 14.97%). While the attribute "Fulfilling amount of demands" is the company’s technical characteristic that has the highest priority (with a value of relative weights of 14.52%).