Found 4 Documents

Evaluasi Kualitas Layanan terhadap Operator Telekomunikasi: Tinjauan Perspektif Pelanggan Darmawan, Armin; Mulyadi, Mulyadi; Fauziah, Fauziah
Jurnal Optimasi Sistem Industri Vol 16, No 2 (2017): Published in October 2017
Publisher : The Industrial Engineering Department of Engineering Faculty at Universitas Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25077/josi.v16.n2.p106-111.2017


This study examines the quality level of service in one of the telecommunication operator (mobile network provider) in Makassar. This paper focuses on the identification of the gaps, mapping quality level of service, and the evaluation of the service quality level. The study was conducted using SERVQUAL approach which refers to the five dimensions of service quality. SERVQUAL is helpful in identifying, mapping, and analyzing the gap level between expectations and perceptions of a telecommunication service. Questionnaires were randomly distributed to the 400 respondents’ mobile telecommunication users in Makassar. The results show that there were 10 negative attributes on the SERVQUAL value of 15 questions. This indicates that the service quality to the users is at the low level. For mapping and prioritization of services related attributes that need to be improved, this study used the Importance-Performance Analysis (IPA) diagram. The first quadrant indicates a high level of customer expectations relative to those attributes but on the perception remains low. The first quadrant is a mapping attribute which is prioritized in the improvement of service quality related to the reliability dimensions i.e the improvement of network quality, network expansion, and the affordable cost of access (Internet, telephone, and SMS).
Analisis Perawatan Untuk Mendeteksi Risiko Kegagalan Komponen Pada Excavator 390D Darmawan, Armin; Rapi, Amrin; Ali, Syafrillah
Jurnal Ilmiah Teknik Industri Vol. 15, No. 2, Desember 2016
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v15i2.2139


This study is concerned with maintenance on a heavy equipment excavator 390D series HE4019, one of the main tools used to support the process of nickel production. Major constraint in using this tool is an insufficiently planned maintenance such that the tool affected operational and production process of nickel. Failure mode and effect analysis (FMEA) method is used to identify the risks of failure of critical components on the performance of the unit. Based on risk priority number (RPN), three critical components are found as leading causes of unit downtime. These are stick cylinder (RPN 288), fuel filter (RPN 280) and oil pan (RPN 240), respectively. Mean time between failure (MTBF) scores of stick cylinder, fuel filter and oil pan are 1,288.91 hours, 334.04 hours and 1,455.77 hours, respectively. Each of making rod of the cylinder covered, periodically flushing the fuel tank and taking on a warning sign on the couplers and coating the gasket with an additional layer during installation, in the meantime, are proposed as preventive maintenance for each the three critical components.
SPEKTRUM INDUSTRI Vol 16, No 2: Oktober 2018
Publisher : Universitas Ahmad Dahlan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (323.213 KB) | DOI: 10.12928/si.v16i2.11540


Perhatian publik terhadap kebutuhan layanan transportasi menjadi perhatian penting utamanya di Negara-negara berkembang. Kajian ini berfokus pada analisis tingkat layanan transportasi public, dan tingkat ekspektasi terhadap suatu layanan transportasi publik. Metode kajian menggunakan survey terhadap responden yang menggunakan layanan transportasi publik dengan instrumen kuesioner yang berbasis pada SERVQUAL. SERVQUAL merupakan metode yang handal dalam melakukan pemetaan tingkat kepuasaan pelanggan dengan lima dimensi; reliability, tangible, assurance, empathy, responsiveness. Hasil menunjukkan pemetaan 22 atribut bernilai negative yang berarti terdapat masalah ketidakpuasan pada hampir seluruh layanan. Berdasarkan pendekatan diagram Importance-Performance Analysis menunjukkan dari 22 atribut terdapat 6 atribut (4 atribut pada dimensi Tangible, satu atribut pada dimensi Assurance dan satu atribut pada dimensi Empathy) yang dominan mempengaruhi tingkat kepuasan pelanggan artinya menurut pelanggan bahwa enam atribut tersebut penting dan disisi lain kinerja layanannya rendah. Sehingga diperlukan langkah-langkah improvement untuk kembali meningkatkan tingkat kualitas layanan.
Empirical Quality Control Analysis on Manufacture Industry Process: A Case Study in Development Country Darmawan, Armin; Bahri, Syamsul; Alamsyah, Alamsyah
Jurnal Penelitian Enjiniring (JPE) Vol 20 No 2 (2016)
Publisher : Center of Techonolgy (COT), Fakultas Teknik, Universitas Hasanuddin

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (783.168 KB)


This article presents an empirical study on quality control in a manufacture industry to determine level of quality control. Case study conducted in a manufacture that produce many concrete products with different specification and size. Paving block product is the main focus on this study. The industry faces problem related the defective product that influence to low performance and high production cost. Therefore, it is crucial to address the main problem and map the level of quality process using Six Sigma approach. Six Sigma is one the most used structure and systematic tool in defining problem, determine the key factors, map the level quality process, and improvement opportunities. The results show that most defect is dominated by Cracks with the percentage of 94,43 % , fracture with 3,91 % and Broken with  1,67 % which will be classified as Critical To Quality (CTQ). Sigma level that obtained from the production process is 4,23 with the level of defective to 3.198 units per million opportunities (DPMO).