Analisis Peningkatan Kualitas Layanan pada Proses Penjadwalan Inspeksi Produk Baja di PT XYZ

Abstract

Penelitian ini berujuan untuk menganalisis kualitas layanan penjadwalan inspeksi, mengidentifikasi faktor penyebab, serta merumuskan tindakan perbaikan. Penelitian dilakukan secara sistematis menggunakan metode check sheet, diagram pareto, dan diagram fishbone untuk mengidentifikasi akar permasalahan dengan hasil analisis menunjukkan bahwa lima faktor utama penyebab keterlambatan penjadwalan, yaitu manusia (keterbatasan verifikator teknis), material (format dokumen tidak seragam), metode (prosedur verifikasi kompleks), mesin (error pada sistem input), dan lingkungan (perbedaan zona waktu klien). Solusi perbaikan dirumuskan melalui pendekatan Quality Function Deployment (QFD) dengan House of Quality (HoQ) yang menghasilkan prioritas perbaikan, yaitu pengembangan sistem penjadwalan terintegrasi dengan bobot nilai weight importance 394,5 dan total nilai relative weight 29,7%. Untuk mengatasi permasalahan tersebut, dirumuskan usulan perbaikan menggunakan pendekatan One Point Lesson dan A3 Report yang berfokus pada peningkatan kompetensi, standarisasi prosedur, serta optimalisasi sistem kerja. Implementasi solusi ini diharapkan dapat meningkatkan kecepatan dan ketepatan proses penjadwalan, serta memenuhi standar kualitas layanan perusahaan.

This study aims to analyze the service quality of inspection scheduling, identify its causal factors, and formulate improvement actions. The research was conducted systematically using check sheets, Pareto diagrams, and fishbone diagrams to identify root causes. The analysis results showed that the five main factors causing scheduling delays were human (limited number of technical verifiers), material (non-standardized document formats), method (complex verification procedures), machine (errors in the input system), and environment (clients’ different time zones). Improvement solutions were formulated using the Quality Function Deployment (QFD) approach with the House of Quality (HoQ), which resulted in improvement priorities, namely the development of an integrated scheduling system with a weight importance value of 394.5 and a total relative weight of 29.7%. To address these problems, improvement proposals were developed using the One Point Lesson and A3 Report approaches, focusing on competency enhancement, procedure standardization, and work system optimization. The implementation of these solutions is expected to improve the speed and accuracy of the scheduling process and fulfill the company’s service quality standards.