Open AccessValue Stream Mapping and Six Sigma Methods to Improve Service Quality at Automotive Services in indonesia
Author(s) -
Dimas Mukhlis Hidayat Fathurohman,
Humiras Hardi Purba,
Aris Trimarjoko
Publication year - 2021
Publication title -
operational research in engineering sciences: theory and applications/operational research in engineering sciences: theory and applications.
Language(s) - English
Resource type - Journals
eISSN - 2620-1747
pISSN - 2620-1607
DOI - 10.31181/oresta20402036f
Subject(s) - dmaic , service quality , customer satisfaction , six sigma , loyalty business model , business , automotive industry , service (business) , process management , customer retention , profitability index , service level objective , marketing , value stream mapping , operations management , service design , service provider , engineering , finance , lean manufacturing , aerospace engineering
Automotive service industry currently holds an important role in helping to increase customer satisfaction. Various strategies are carried out to win the competition for increasing customer satisfaction. Quality service combined with the right instruments can be used to increase customer satisfaction and loyalty. Customer satisfaction is the key to success in the manufacturing and service industries. Service quality is an important attribute and it is a key factor in service industries. Improving lead time service in automotive Toyota dealer service industries is the focus of this research. Value Stream Mapping succeeded in identifying problems that were happening as an impact of waiting for services, washing processes, and length of service processes. The DMAIC (Define, Measure, Analyze, Improve and Control) method assisted by tools of quality successfully analyzed and gave recommended corrective actions to reduce the lead time of Express Maintenance Service from 120.06 minutes to 64.00 minutes or improved 53% per service cycle, and succeeded in increasing the capability of the service process from 1.96 sigma to 3.80 sigma. Quality of service can be improved to get customer satisfaction, increase company profitability, and increase the competitiveness of companies in maintaining the sustainability of the industry in the future.