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

Hadiyat, Mochammad Arbi and Wahyudi, Rahman Dwi and Sari, Yenny and Herowaty, Evy (2019) Quality and Reliability Engineering in Service Industry: A Proposed Alternative Improvement Framework. IOP Conference Series: Materials Science and Engineering, 528 (012076). pp. 1-8. ISSN 1757-899X

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Official URL / DOI: http://doi.org/10.1088/1757-899X/528/1/012076


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: Article
Uncontrolled Keywords: Service life cycle, SERVQUAL, QFD, Taguchi robust design, survival analysis
Subjects: Q Science > Q Science (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Yenny Sari 61147
Date Deposited: 10 Mar 2021 06:06
Last Modified: 24 Mar 2021 16:34
URI: http://repository.ubaya.ac.id/id/eprint/39007

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