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

Autor:	Mochammad Arbi Hadiyat, Rahman Dwi Wahyudi, Evy Herowati, Yenny Sari
Rok vydání:	2019
Předmět:	Service (business) Service system Computer science business.industry Service design media_common.quotation_subject Reliability engineering SERVQUAL Manufacturing Quality (business) business Reliability (statistics) Quality function deployment media_common
Zdroj:	IOP Conference Series: Materials Science and Engineering. 528:012076
ISSN:	1757-899X 1757-8981
Popis:	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.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::45a946c5b7252fb7d152d06c0a2a0ef8 https://doi.org/10.1088/1757-899x/528/1/012076 Zobrazit plný text záznamu