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MENGHILANGKAN KELUHAN PELANGGAN DENGAN MENGGUNAKAN TEKNIK POKA-YOKE SEDERHANA BERBIAYA MURAH

*Kemas Muhammat Abdul Fatah orcid scopus  -  Universitas Sang Bumi Ruwa Jurai, Indonesia

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Abstract

Kinerja perusahan dalam konteks mutu tidak terlepas dari total biaya mutu yang terdiri dari biaya pengendalian mutu dan biaya kegagalan. Biaya kegagalan muncul karena terjadinya kegagalan, baik terjadi di internal (kegagalan internal) maupun terjadi di eksternal (kegagalan eksternal). Kegagalan internal yang tidak terdeteksi dan berlanjut sampai ke pelanggan dapat menyebabkan terjadinya kegagalan eksternal dalam bentuk keluhan pelanggan. Penelitian ini ditujukan untuk menghilangkan keluhan pelanggan dengan menggunakan teknik Poka-Yoke. Diagram Pareto menunjukkan bahwa keluhan pelanggan atas kurang jumlah kirim barang menjadi prioritas pertama untuk dihilangkan. Aktivitas Gemba menemukan bahwa akar permasalahan berasal dari area proses packing. Failure Mode and Effect Analysis (FMEA) menunjukkan bahwa potensi penyebab keluhan pelanggan adalah operator lalai dalam menghitung dan solusi yang disarankan adalah menggunakan teknik Poka-Yoke berupa alat bantu hitung, namun harus dirancang dalam bentuk sederhana dan berbiaya murah. Dengan membandingkan nilai Risk Priority Number (RPN) pada FMEA sebelum dengan FMEA setelah implementasi, di mana terjadi penurunan nilai RPN, membuktikan bahwa alat bantu hitung berfungsi efektif untuk menghilangkan keluhan pelanggan.

 

Abstract

[Eliminating Customer Complaints by Using Simple and Low-Cost Poka-Yoke Technique] The company's performance in the context of quality is inseparable from the total cost of quality, consisting of quality control costs and failure costs. Failure costs arise due to the occurrence of failures, whether internal failure or external failure. The undetectable internal failure, and continue to the customer, can lead to external failures in the form of customer complaints. This study aims to eliminate customer complaints by using the Poka-Yoke technique. The Pareto diagram shows that customer complaints about the lack of goods delivered are the priority to be eliminated. Gemba's activities found that the root cause of customer complaints comes from the packing process area. Failure Mode and Effect Analysis (FMEA) shows that the potential cause of failure is operator carelessness in calculating, and the recommended solution is to use the Poka-Yoke technique as a counting device, but it must be designed in a simple and low-cost form. By comparing the value of the Risk Priority Number (RPN) in the FMEA before with the FMEA after implementation, there is a decrease in the value of the RPN, proving that the counting devices effectively eliminate customer complaints.

Keywords: customer complaints; FMEA;Poka-Yoke; RPN

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Keywords: FMEA; keluhan pelanggan; Poka-Yoke; RPN

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