Penerapan Quality Function Deployment (QFD) untuk Peningkatan Kinerja Industri Kecil Bakso Sapi Berdasarkan Kepuasan PelangganPenerapan Quality Function Deployment (QFD) untuk Peningkatan Kinerja Industri Kecil Bakso Sapi Berdasarkan Kepuasan Pelanggan

Abstract

The research was aimed to investigate consumers' preferences in making decision to choose the meatball product, the service given by meatball industries and the design of the meatball restaurant. Quality function deployment (QFD) analysis was used to elaborate the mechanism structure in deciding consumer's need at meatball industries as there was no standardized quality of meatball based on the local consumer's preferences. The result showed that there were three important attribute levels according to the consumer: 1) the quality of organoleptic (flavour,taste, colour, texture, delicacy), 2) egg-meatball availability and 3) meatball size. There were three important performance nicely regarded by consumers: 1) the organoleptic quality of meatball, 2)egg-meatball, 3)the cleanliness of the environment. Therefore, there were three performance changes which urgently should be changed: 1) Employee's attitude (communication, empathy, and sociability), 2) good air circulation, 3) guest welcoming. However, consumer interest normalization Scale (NSKK) analysis found that there were three main things which must be preceded: 1) communication, 2) employees sociable empathy, 3) toilet hygiene. There are three technical actions which need to be done: 1) to enhance the employees' knowledge about motto the guests are kings, 2) to control and to repair the available facilities and basic facilities continuously, 3) to improve the employees' skill to serving on time.Key words: meatball, consumer satisfaction, quality function deployment, expectation, performance. ABSTRAKPenelitian ini mengkaji preferensi konsumen dalam mengambil keputusan tentang pemilihan produk bakso, pelayanan industri bakso dan desain restoran bakso. Analisis QFD digunakan untuk mengelaborasi struktur mekanisme dalam memutuskan keperluan konsumen pada industri bakso karena tidak adanya standarisasi kualitas bakso berdasarkan preferensi konsumen. Hasil penelitian menunjukkan bahwa terdapat tiga level atribut penting bagi konsumen: 1) kulitas organoleptik (flavor, rasa, warna, tekstur, kegurihan), 2) ketersediaan bulatan bakso dan 3) ukuran bulatan bakso.. Ada tiga performan penting yang sangat dipilih oleh konsumen: 1) kualitas organoleptik, 2) bulatan bakso, 3)kebersihan lingkungan. Oleh karena itu ada tiga perubahan performans yang penting: 1) sikap karyawan (komunikasi, empati dan sosialisasi), 2) sirkulasi udara yang baik, 3) sambutan bagi pengunjung. Namun demikian, analisis Normalisasi Skala Kepentingan Konsumen (NSKK) menunjukkan adanya tiga hal penting yang harus diutamakan: 1) komunikasi, 2) empati karyawan, 3) hieginitas toilet. Terdapat tiga tindakan teknis yang perlu dilakukan: 1) meningkatkan pengetahuan karyawan tentang motto: tamu adalah raja, 2) menjaga dan memperbaiki fasilitas dan fasilitas dasar terus menerus, 3) memperbaiki keterampilan karyawan untuk melayani tepat waktu.Kata Kunci: bakso, kepuasan konsumen, quality function deployment, ekspektasi, performans. PENDAHULUANIndustri jasa makanan merupakan salah satu pilar yang mencipta...

Penerapan Metode Quality Function Deployment dalam Memenuhi Kepuasan Konsumen pada Industri Komponen Otomotif

“…Untuk penelitian sebelumnya yang lain, QFD digunakan sebagai metode untuk peningkatan kinerja industri kecil bakso sapi. Penelitian tersebut mengkaji preferensi konsumen dalam mengambil keputusan tentang pemilihan produk bakso, pelayanan industri bakso dan desain restoran bakso [11]. QFD mampu mengungkapkan kesenjangan kualitas produk dan layanan dengan fakta yang diterima pelanggan sehingga perlu melakukan tindakan teknis peningkatan sumber daya manusia dan manajemen [12].…”

Designing of Goat’s Food Processing Tools Using Quality Function Deployment Method

“…It has been used in redesigning process of a shoes [11], food packaging [12][13] [14] or even a tool or machine [15]. Not only product, QFD has also been used a lot in order to increase one services such as in business [16], railway services [17], Small Medium Enterprise [18], and bus service [19]. The previous research showed that QFD has been a cornerstone in both product design and service quality by emphasizing on customer's needs.…”

Designing Ar-Fhat Bakery Toast Packaging Using The Quality Function Deployment (QFD) Method

“…QFD is not a problem-solving tool, but it is very useful in identifying what to do to increase market share. This is achieved by translating customer needs and expectations into measurable, actionable and potentially enhancable items, through the planning and design stages [13]…”