Quality and Reliability Engineering in Service Industry: A Proposed Alternative Improvement Framework

Hadiyat, Mochammad Arbi and Wahyudi, Rahman Dwi and Sari, Yenny and Herowati, Evy (2019) Quality and Reliability Engineering in Service Industry: A Proposed Alternative Improvement Framework. In: IOP Conference Series: Materials Science and Engineering, Volume 528, 11th ISIEM (International Seminar on Industrial Engineering & Management, "Technology and Innovation Challenges Towards Industry 4.0 Era", 27-29 November 2018, Makasar, Sulawesi Selatan.

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Abstract

Quality and reliability engineering technique are widely used as improvement tools in manufacturing industries, involving the design experiments, quality function deployment (QFD), and survival analysis, focuses on improving the lifecycle of products. However, started at early last decade, some researches in improving the service lifecycle in some service industry consider to implements design of experiment in service industry, followed by other tools such as QFD, and the reliability engineering tools. This research proposed alternatives incorporated quality and reliability engineering methods in evaluating and improving the lifecycle of service. Starting with evaluating the weaknesses of service using SERVQUAL method, finding the improvement plan by implementing QFD, designing the robust service design using Taguchi designed experiment methods, and then implementing survival analysis for ensuring the reliability of designed services. This framework has successfully implemented in designing and evaluating existing airport service system with some recommendation generated in

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Service life cycle, SERVQUAL, QFD, Taguchi robust design, survival analysis
Subjects:	Q Science > Q Science (General) Q Science > QA Mathematics > QA76 Computer software
Divisions:	Faculty of Engineering > Department of Industrial Engineering
Depositing User:	M. Arbi Hadiyat 61135
Date Deposited:	15 Oct 2018 04:38
Last Modified:	25 Apr 2025 05:25
URI:	http://repository.ubaya.ac.id/id/eprint/33642

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