IMPLEMENTATION OF SIX SIGMA DMAIC METHODS TO IMPROVE SERVICE QUALITY IN CENTRUM LAUNDRY COMPANY

• Main Author: Afif Riyadi (19214013), Dias
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/21735
• Institution: Institut Teknologi Bandung

Centrum Laundry is one of the laundry service providers located in Jatinangor area. The Company provides various types of washing services with its main service in the form of regular laundry service (2 days of work). The company is currently experiencing a problem of customer complaints against the results of washing quality obtained. The quality of laundering provided affects the level of customer satisfaction. The author makes this issue the basis for conducting research through data collection and analysis. <br /> <br /> The purpose of this research is to find the cause of the main problem for later improvement of the quality of laundry. Improvements were made by implementing the six sigma DMAIC method. Six sigma DMAIC methods are used in research to assist researchers in identifying the cause of the problem, measuring the problem, and determining future improvement strategies. The data used in this study is the primary data obtained from Centrum Laundry company. In addition, researchers conducted interviews to the owner of Baraya Laundry, one of the laundry service providers in Jatinangor to serve as a pilot and basis in improving the quality of laundry. <br /> <br /> Based on the results of data analysis, got a defect in Centrum Laundry business process. With DPMO value (defect per million opportunities) 126 with sigma level 5,148. Also known there are two defects with high presentation of defects in process delays and defective clothes lost. There are several suggestion to company to make improvement in process delay such as addition number of washing maschine, recruiting new employee, making schedule for express laundry service. Improvements were made to both defects and resulted in a planning strategy in the form of a new business process design to be applied to the Centrum Laundry company in improving the quality of service affecting the level of customer satisfaction.