THE ANALYSIS OF QUALITY FUNCTION DEPLOYMENT FOR QUALITY IMPROVEMENT AT MAINTENANCE DEPARTMENT OF PT. VALE INDONESIA, TBK
Publication Date : 01/05/2017
Quality Function Deployment (QFD) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs. The "voice of the customer" is the term to describe these stated and unstated customer needs or requirements. The voice of the customer is captured in a variety of ways: direct discussion or interviews, surveys, focus groups, customer specifications, observation, warranty data, field reports, etc. This understanding of the customer needs is then summarized in a product planning matrix or "house of quality". These matrices are used to translate higher level "what's" or needs into lower level "how's" - product requirements or technical characteristics to satisfy these needs. QFD analysis results on Customer Requirement weights can be seen that would otherwise require the customer attributes (Voice of Customer) and is considered very important is that modern maintenance equipment, spare parts modern space, toilet hygiene, ease of charging process in the SAP system, the speed of customer service, speed of technicians deal with problems, the ability to handle customer problems, the warranty, the operator always maintain decorum in providing services. Technical explanation (technical description) able to answer or significant enough to meet customer requirements (customer requirements), and it can be concluded that the application of QFD in the Maintenance Department is good. Target Maintenance operations conducted in support of the Department of PT. Vale Indonesia can be seen in the application of QFD House of Quality images exactly in the achievement of prioritized technical descriptors. Precedence priority is to achieve the customer's specific training requirements of the employee or technician or operator.
No. of Downloads :