This automotive company is a company engaged in the automotive components of motorcycles. Its main product is Disk Brake. Automotive companies produced an average defective product in Disk Brake production for the January 2019 – December 2019 period of 1.72%, while the tolerance limit of the company was 1%, where there was a difference of 0.72%. This study aims to reduce the number of defects by providing recommendations for improvement proposals. The method used is DMAIC (Define, Measure, Analyze, Improve, Control) by calculating the company’s sigma value and using FMEA (Failure Mode and Effect Analysis) tools to improve the problem. The Define stage creates SIPOC and CTQ (Critical to Quality) diagrams. At the Measure stage, the results of the calculation of the sigma value obtained a DPMO of 3446.41 with a sigma value of 4.20. The most dominant type of defect in disk brakes is thin material based on the analysis results using the Pareto diagram at the Analyze stage. The causes of disk brake defects are obtained using a fishbone diagram. At the Improve stage, the FMEA calculation found the most potential problem-causing factors, namely the availability of components with an RPN (Risk Priority Number) value of 448 and 5W + 1H analysis, an improvement proposal was obtained to schedule maintenance and replacement of components regularly.

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For the needs of the automotive industry, in maintaining customer satisfaction, the company provides customer complaint handling services completed within five days of the complaint being made. From 2017 to February 2020, the average time needed to resolve customer complaints is 9.99 days. This study aims to determine the type of waste that occurs, determine the factors that cause delay in determining the ideal time to resolve customer complaints. Therefore, the approach in this study uses the integer method DMAIC (Define, Measure, Analyze, and Improvement), VSM (Value Stream Mapping), and WAM (Waste Assessment Model). The integration of WAM and DMAIC methods can determine the types of waste that occur, namely Defect, Inventory, Overproduction, Motion, Transportation, Waiting, and Motion. The application of the DMAIC method is applied to determine the factors that cause waste, namely the markers used are easily lost and damaged, lack of customer knowledge of the needs, and availability of complaint samples. Other factors are, no customer complaint forms and guidelines, laboratory test work by one analyst, lack of analyst knowledge regarding SEM enlargement, the process with the same and repetitive activities. The analysis of data/information on complaints and laboratory test results is carried out simultaneously. In integrating VSM and DMAIC methods, the ideal time to resolve customer complaints can be determined to be 4.54 days, 0.82 days earlier than the company's target.

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