DESIGN OF BROCODE BARBERSHOP SERVICE SYSTEM USING QUALITY FUNCTION SUPPLY METHODOLOGY

• Main Author: Fathurahmi, Emira
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/43396
• Institution: Institut Teknologi Bandung

Brocode is one of the barbershop in Bandung that has been established since 2014. In the past three years, Brocode's annual profit growth rate has decreased from 177% to 39%. In addition, complaints posted by customers on Google Review also state that customers complained about the quality of services related to barbershop facilities, service results, hours of operation, and waiting times for queues. Brocode's existing performance does not support Brocode's long-term target to become one of the players in the premium class barbershop industry in Bandung. Brocode must strive to improve service quality to be able to compete with one of the premium class barbershop in Bandung, Barberpop. So, the aim of this research is to create a proposed design improvement that can increase customer satisfaction by using the Quality Function Deployment methodology combined with the Kano model. The proposed service system is designed based on the service life cycle framework which consists of the first four stages which include idea creation, voice of business & customer, concept development, and preliminary design. Based on these stages 11 attributes of customer needs were obtained and 23 technical attributes were used as input in the design of the proposed service system concept. In general, the concept of proposed service system is service renewal through technological innovation, the use of existing technology to shorten business process time, and procure essential facilities that are not yet owned by Brocode. Proposed results are mapped into business processes using Business Process Models & Notation. Mapping is done so that the proposed service system can be understood by all stakeholders involved in the service operational process.