| Autor: |
Damayanti, Nofitasari, Hasbullah, Hasbullah |
| Předmět: |
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| Zdroj: |
AIP Conference Proceedings; 2023, Vol. 2727 Issue 1, p1-6, 6p |
| Abstrakt: |
Consumer demands with fast-paced lifestyles affect the growth of the food and beverage industry sector in Indonesia. During 2019, it was found that the number of customer complaints was 120 issues, while the company had maximum tolerance limit of 24 customer complaint issues per year. The purpose of the study was to find out the causes and implement strategies to improve the level of customer complaints that occurred. The Total Quality Management (TQM) method is a customer satisfaction-oriented approach by maximizing the competitiveness of the organization through continuous improvement of products, services, people, processes, and the environment. The strategy is carried out by trimming non-value-added processes and identifying potential process failures using Failure Mode Effect Analysis (FMEA). The results obtained are high customer complaints dominated by shipping problems, and the highest Risk Priority Number value of 80 is indicated by the loading process into the container. Corrective action is taken by involving the cardboard sensor in the verification process so that it is read by the barcode scanner that is connected to the system. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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