IMPLEMENTASI SIX SIGMA DAN STANDAR-STANDAR MUTU TERHADAP KUALITAS LAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN
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Six Sigma, Standar Mutu, kualitas layanan, kepuasan pelanggan, loyalitas pelanggan, DMAIC, standar mutu, manajemen kualitas, efisiensi operasional, daya saing perusahaan
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Abstract
Abstract
This research aims to deeply analyze the implementation of Six Sigma and quality standards in improving service quality and customer satisfaction. The Six Sigma methodology, with its DMAIC (Define, Measure, Analyze, Improve, Control) cycle approach, enables companies to systematically identify and eliminate defects and variations in service processes, resulting in improved quality, service speed and operational efficiency. On the other hand, mutut standards offer a quality management framework that focuses on consistent and continuous adherence to standards, which strengthens the company's credibility in the eyes of customers. The results show that the combination of Six Sigma and quality standards provides a synergistic effect in creating service quality that is more stable, accurate, and meets customer expectations. In addition, improved service quality contributes significantly to increased customer satisfaction and loyalty, which has a direct impact on the company's competitiveness in an increasingly competitive market. This research also provides recommendations for further studies involving the financial impact of this implementation, as well as proposing exploration of the application of Six Sigma and quality standards in other industry sectors to provide deeper insights for quality management practices in different types of organizations.
Keywords: Six Sigma, Quality Standard, service quality, customer satisfaction, customer loyalty, DMAIC, quality standard, quality management, operational efficiency, company competitiveness.
Abstrak
Penelitian ini bertujuan untuk menganalisis secara mendalam implementasi Six Sigma dan standar mutu dalam meningkatkan kualitas layanan dan kepuasan pelanggan. Metodologi Six Sigma, dengan pendekatan siklus DMAIC (Define, Measure, Analyze, Improve, Control), memungkinkan perusahaan untuk secara sistematis mengidentifikasi dan menghilangkan cacat serta variasi dalam proses layanan, yang berdampak pada peningkatan kualitas, kecepatan layanan, dan efisiensi operasional. Di sisi lain, standar mutut menawarkan kerangka kerja manajemen kualitas yang berfokus pada kepatuhan terhadap standar yang konsisten dan berkelanjutan, yang memperkuat kredibilitas perusahaan di mata pelanggan. Hasil penelitian menunjukkan bahwa kombinasi Six Sigma dan standar mutu memberikan efek sinergis dalam menciptakan kualitas layanan yang lebih stabil, akurat, dan memenuhi ekspektasi pelanggan. Selain itu, peningkatan kualitas layanan berkontribusi secara signifikan pada peningkatan kepuasan dan loyalitas pelanggan, yang berdampak langsung pada daya saing perusahaan dalam pasar yang semakin kompetitif. Penelitian ini juga memberikan rekomendasi untuk kajian lanjutan yang melibatkan dampak finansial dari implementasi ini, serta mengusulkan eksplorasi penerapan Six Sigma dan standar mutu di sektor industri lain untuk memberikan wawasan lebih dalam bagi praktik manajemen kualitas di berbagai jenis organisasi.
Kata Kunci: Six Sigma, Standar Mutu, kualitas layanan, kepuasan pelanggan, loyalitas pelanggan, DMAIC, standar mutu, manajemen kualitas, efisiensi operasional, daya saing perusahaan.
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