The Implementation of QFD and FMEA in Order to Improve Ojek Online Service Quality Based on Non-Specific Application in Jember
Date
2018-07-01Author
MUSMEDI, Didik Pudjo
GUSMINTO, Eka Bambang
OKTAVIA, Lidya
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Show full item recordAbstract
Ojek Online in Indonesia has been gaining so many attention because of its efficiency and effectiveness to overcame traffic
in Indonesia. Without doubt those attention attract so many people to compete in the same field of business. Many competitors means
tight competition. This study aims to improve service quality of ojek online non-specific based application in jember by identifying its
customer needs and translating it into service design. The object of this study is three non-specific application based ojek online
company in Jember. QFD is one method that is capable to translate customer needs into service design. The popular tools of QFD is
House of Quality matrix. This matrix will help to identify which of many needs of customer that’s most demanded by the customer by
its rating of importance. FMEA applied to make sure that service design of QFD will meets the customer needs.
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- LSP-Jurnal Ilmiah Dosen [7292]