SERVICE SYSTEM DESIGN OF S FITNESS CENTER BANDUNG USING INTEGRATION OF KANO MODEL AND QUALITY FUNCTION DEPLOYMENT
S Fitness is a moslem women only fitness center in Bandung, established in 2016. On their third year, the trend of S Fitness members in extending membership is still low, below 50%. S Fitness has never done a service evaluation system so that they do not understand well the needs of members that aff...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/43401 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | S Fitness is a moslem women only fitness center in Bandung, established in 2016. On their third year, the trend of S Fitness members in extending membership is still low, below 50%. S Fitness has never done a service evaluation system so that they do not understand well the needs of members that affect satisfaction. Therefore S Fitness requires a service system design to meet the needs of members.
The methodology used in this study is the integration of the Kano model and Quality Function Deployment (QFD), regard to customer needs. In addition, a business process mapping was also carried out using the Service Blueprint methodology. The methodology in this study follows the service cycle starting from the idea of creation, the voice of the business and customer, concept development, and preliminary design. At the idea creation stage, identification and formulation of the problem is carried out. At the voice of the business and customer stage, identification of business and customer needs, classification of needs using the Kano model, determination of technical attributes, and construction of house of quality of QFD were done. At the concept development stage, the identification of functions, the development of alternative solutions, and the selection of solutions were carried out. At the preliminary design stage an explanation of the selected design is presented in visual form as well as changes to business processes.
The development of alternative design solutions in this study is based on identifying functions that have been mapped in relation to customer needs, technical attributes, and business processes related to technical attributes that have not met the target. Based on this process, a service system design was obtained with 13 solutions that were considered feasible to be run by S Fitness |
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