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ANALISIS KEPUASAN PELANGGAN DENGAN IMPORTANCE PERFORMANCE ANALYSIS DI SBU LABORATORY CIBITUNG PT SUCOFINDO (PERSERO) Ong, Johan Oscar; Pambudi, Jati
J@ti Undip : Jurnal Teknik Industri Volume 9, No.1, Januari 2014
Publisher : Departemen Teknik Industri, Fakultas Teknik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (235.476 KB) | DOI: 10.12777/jati.9.1.1-10

Abstract

Kepuasan pelanggan adalah perbandingan antara kinerja yang diharapkan oleh pelanggan dibandingkan dengan kinerja aktual di lapangan. Ketika kinerja aktual lebih tinggi dibandingkan dengan harapan pelanggan maka pelanggan merasakan puas dan sebaliknya. Pada kasus perusahaan jasa, kepuasan pelanggan adalah salah satu faktor penting dalam menciptakan iklim bisnis yang baik, pada contoh kasus ini, SBU Laboratory Cibitung PT Sucofindo (Persero) belum maksimal dalam memuaskan hasrat pelanggan, untuk itu perlu dianalisis faktor apa saja yang berpengaruh. Dilihat dari kualitas pelayanan serta aplikasi bauran pemasaran yang meliputi variabel Reliability, Responsiveness, Assurance, Empathy, Tangible, Product Quality, dan Price di SBU Laboratory Cibitung PT Sucofindo (Persero) yang dianalisis melalui Importance Performance Analysis (IPA) maka dari tiga puluh lima atribut yang termasuk pada tujuh variabel tersebut maka ada dua hal penting yang perlu di improvisasi yaitu mengenai atribut biaya jasa yang ditawarkan PT Sucofindo harus sesuai dengan kualitas dan paket harga yang ditawarkan agar terjangkau/menarik, sedangkan dari analisis gap antara kinerja aktual dan harapan maka dapat diketahui bahwa kinerja SBU Laboratory Cibitung PT Sucofindo (Persero) belum ada yang melampaui harapan pelanggan. Kata Kunci : kualitas pelayanan, aplikasi bauran pemasaran, importance performance analysis (IPA), kepuasan pelanggan Abstract Customer satisfaction is comparison between customer's expected performance and actual performance.  When actual performance is higher than customer expectation, customer will be satisfied and vice versa. Case at service companies, customer satisfaction is one of the important factor in creating good climate for business, in this case study, SBU Laboratory Cibitung PT Sucofindo (Persero) has not maximized in serving customer needs. Therefore, it needs to be analyzed the factors affecting that matter. From the quality service and the application of marketing mix, consist of Reliability, Responsiveness, Assurance, Empathy, Tangible, Product Quality, and Price Reliability, Responsiveness, Assurance, Empathy, Tangible, Product Quality, and Price variable at SBU Laboratory Cibitung PT Sucofindo (Persero) which have been analyzed by using Importance Performance Analysis from thirty five attributes which represent the seven variables show there are two things to be improved, they are cost of service attribute has to be adjusted to the quality and each price package has to be attainable. The gap analysis between actual performance and expectation shows that performance of SBU Laboratory Cibitung PT Sucofindo (Persero) has not surpassed customer expectations. Keywords : service quality, marketing mix applications, importance performance analysis (IPA), customer satisfaction
Penjadwalan Non-Delay Melalui Mesin Majemuk Untuk Meminimumkan Makespan Ong, Johan Oscar
SPEKTRUM INDUSTRI Vol 11, No 2: Oktober 2013
Publisher : SPEKTRUM INDUSTRI

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Abstract

Di dalam sebuah perusahaan, penjadwalan produksi mempunyai peranan yang cukup penting. Salah satunya adalah mengetahui kapan waktu harus memulai suatu pekerjaan dan kapan waktu mengakhirinya. Penjadwalan yang berjalan dengan baik akan memberikan dampak positif, yaitu meminimumkan biaya operasi dan waktu pengiriman, yang pada akhirnya dapat meningkatkan kepuasan pelanggan. PT. XYZ adalah salah satu perusahaan manufaktur yang bergerak di bidang Flexible Packaging dan menggunakan sistem job shop pada operasi penjadwalannya. Permasalahan yang kadang terjadi disini adalah permintaan dari konsumen yang banyak menyebabkan penumpukan pekerjaan atau barang sehingga membentuk antrian panjang yang tidak dapat diselesaikan secara optimal. Tahapan-tahapan yang dilakukan pada penelitian ini adalah observasi perusahaan, identifikasi masalah, perumusan masalah, tujuan penelitian, pembatasan masalah, asumsi, studi literatur, pengumpulan dan pengolahan data, analisis, kemudian tahap terakhir adalah kesimpulan dan saran. Metode yang dipakai dalam penelitian ini adalah algoritma Non-Delay dengan menggunakan mesin majemuk sesuai dengan keadaan kebanyakan perusahaan saat ini. Dari penelitian ini dapat disimpulkan bahwa metode penjadwalan dengan menggunakan algoritma non-delay untuk mesin majemuk lebih optimal daripada metode yang telah digunakan oleh perusahaan saat ini. Dengan metode ini, untuk memproduksi 48 job dengan 33 mesin membutuhkan makespan 373 jam kerja dengan flow time 6,711 jam dan tardiness 118 jam. Kata kunci: Penjadwalan produksi, non-delay scheduling, mesin majemuk, makespan, flow time, tardiness.
DEVELOPING PROPOSED LAYOUT FOR INCREASING LINE EFFICIENCY ON BODYSHOP Cornelia, Cornelia; Ong, Johan Oscar
Industrial and Systems Engineering Assessment Journal (INASEA) Vol 14, No 2 (2013): INASEA Vol. 14 No. 2
Publisher : Industrial and Systems Engineering Assessment Journal (INASEA)

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Abstract

Recently, an imbalance workstation in assembly line is one of the critical problems faced by many companies. Many researches have proposed various designs of assembly line balancing to solve this problem. This research compared straight line balancing and u-shaped line balancing which both had the same target to minimize the workstations. The result showed that u-shaped line balancing provided a better solution than the straight line balancing did in number of workstation. Straight line balancing utilized rank positional weight (RPW) whereas u-shaped line balancing utilized Critical Task Method (CTM). Significantly, u-shaped line balancing was more efficient than straight line balancing.
IMPLEMENTING ECONOMIC ORDER INTERVAL FOR MULTIPLE ITEMS TO REDUCE TOTAL INVENTORY COST Maukar, Anastasia L.; Ong, Johan Oscar; Christananta, Yoshua
Industrial and Systems Engineering Assessment Journal (INASEA) Vol 14, No 1 (2013): INASEA Vol. 14 No. 1
Publisher : Industrial and Systems Engineering Assessment Journal (INASEA)

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Abstract

Nowadays inventory management has become a major concern for company because it can bring value added. Inventory management focuses on maintaining and managing the inventory level in order to fulfill the customer’s demand with the lowest cost. In retailing and wholesaling, multiple items from the same supplier are jointly ordered. It means that the order interval of each item must be the same. However, there are several manufacturing companies that have not achieved the optimum solution in inventory management for multiple items. It leads them to increase the total inventory cost which are most caused by improper order interval. Thus, appropriate inventory management may reduce the total inventory cost. This research tried to identify this problem. The first step that should be done was identifying the problems, scopes, and objectives of the research aimed to minimize the inventory control management. After that we collected data and analyzed the supported data in inventory management using the total inventory cost analysis as a parameter in comparing the actual system and the proposal system. This research also implemented forecasting methodology to predict the future demand. In the final section, we implemented the economic order interval in order process for determining the optimum order interval. The result showed that the proposal system can reduce the total inventory cost over 21% from the current condition.
A REVIEW OF ORDER PICKING IMPROVEMENT METHODS Ong, Johan Oscar; Joseph, Don Thomas
J@ti Undip : Jurnal Teknik Industri Volume 9, No.3, September 2014
Publisher : Departemen Teknik Industri, Fakultas Teknik, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (40.929 KB) | DOI: 10.12777/jati.9.3.135-138

Abstract

As a crucial and one of the most important parts of warehousing, order picking often raises discussion between warehousing professionals, resulting in various studies aiming to analyze how order picking activity can be improved from various perspective. This paper reviews various past researches on order picking improvement, and the various methods those studies analyzed or developed. This literature review is based on twenty research articles on order picking improvement viewed from four different perspectives: Automation (specifically, stock-to-picker system), storage assignment policy, order batching, and order picking sequencing. By reviewing these studies, we try to identify the most prevalent order picking improvement approach to order picking improvement. Keywords: warehousing; stock-to-picker; storage assignment; order batching; order picking sequencing; improvement
DEVELOPING PROPOSED LAYOUT FOR INCREASING LINE EFFICIENCY ON BODYSHOP Cornellia, Cornellia; Ong, Johan Oscar
SPEKTRUM INDUSTRI Vol 12, No 2: Oktober 2014
Publisher : Universitas Ahmad Dahlan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (7616.065 KB) | DOI: 10.12928/si.v12i2.1665

Abstract

Recently, an imbalance workstation in the assembly line is one of the critical problem that many companies face. Many researches have done to solve this problem with the various designs of assembly line balancing. This research presents the comparison between straight line balancing and u-shaped line balancing. Both straight line balancing and u-shaped line balancing have the same goal; minimizing the workstations. The result of this research shows that u-shaped line balancing gives a better solution than the straight line balancing in term of number of workstation. Straight line balancing is using Rank Positional Weight (RPW) whereas u-shaped line balancing is using Critical Task Method (CTM). Significantly, u-shaped line balancing is more efficient than straight line balancing. Keywords : assembly line balancing, straight line balancing, u-shaped line balancing, Rank Positional Weight, Critical Task Method
PENJADWALAN NON-DELAY MELALUI MESIN MAJEMUK UNTUK MEMINIMUMKAN MAKESPAN Ong, Johan Oscar
SPEKTRUM INDUSTRI Vol 11, No 2: Oktober 2013
Publisher : Universitas Ahmad Dahlan Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (5238.031 KB) | DOI: 10.12928/si.v11i2.1661

Abstract

Di dalam sebuah perusahaan, penjadwalan produksi mempunyai peranan yang cukup penting. Salah satunya adalah mengetahui kapan waktu harus memulai suatu pekerjaan dan kapan waktu mengakhirinya. Penjadwalan yang berjalan dengan baik akan memberikan dampak positif, yaitu meminimumkan biaya operasi dan waktu pengiriman, yang pada akhirnya dapat meningkatkan kepuasan pelanggan. PT. XYZ adalah salah satu perusahaan manufaktur yang bergerak di bidang Flexible Packaging dan menggunakan sistem job shop pada operasi penjadwalannya. Permasalahan yang kadang terjadi disini adalah permintaan dari konsumen yang banyak menyebabkan penumpukan pekerjaan atau barang sehingga membentuk antrian panjang yang tidak dapat diselesaikan secara optimal. Tahapantahapan yang dilakukan pada penelitian ini adalah observasi perusahaan, identifikasi masalah, perumusan masalah, tujuan penelitian, pembatasan masalah, asumsi, studi literatur, pengumpulan dan pengolahan data, analisis, kemudian tahap terakhir adalah kesimpulan dan saran. Metode yang dipakai dalam penelitian ini adalah algoritma Non-Delay dengan menggunakan mesin majemuk sesuai dengan keadaan kebanyakan perusahaan saat ini. Dari penelitian ini dapat disimpulkan bahwa metode penjadwalan dengan menggunakan algoritma non-delay untuk mesin majemuk lebih optimal daripada metode yang telah digunakan oleh perusahaan saat ini. Dengan metode ini, untuk memproduksi 48 job dengan 33 mesin membutuhkan makespan 373 jam kerja dengan flow time 6,711 jam dan tardiness 118 jam. Kata Kunci: Penjadwalan produksi, non-delay scheduling, mesin majemuk, makespan, flow time, tardiness.
IMPLEMENTASI DISTRIBUSI REQUIREMENT PLANNING DAN SAVING MATRIX UNTUK MEMINIMASI TOTAL BIAYA DISTRIBUSI DI INDUSTRI BAHAN KIMIA Saraka, Arianto; Ong, Johan Oscar
Jurnal Ilmiah Teknik Industri Vol. 12, No. 2, Desember 2013
Publisher : Universitas Muhammadiyah Surakarta

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Abstract

Planning and scheduling of the distribution of goods in PT. Senatama Laboranusa are not well coordinated, so the demand for each product is out of control, which results in deficiency or excess of inventories in both of the factories and each warehouse. This problem will affect the distribution cost incurred by the company. In this study, the distribution data process is done by using Distribution Requirement Planning method and route distribution processing by using Saving Matrix, in which both of these methods can group the delivery schedule and flow of distribution route regularly. PO Release, which contains time, order amount of each area, and lot size EOQ (Economic Order Quantity) method used; will be generated from the calculation of DRP. From the calculation of Saving Matrix, route order sequence is applied by using Nearest Neighbor method. After the implementation of Distribution Requirement Planning, the cost reduction resulted is 29.75% and the difference in distance after the application of Saving Matrix is 983.3 Km. With a good distribution activity planning and scheduling, the success rate in meeting the customer demand would be more optimal, while sales performance increases in fulfilling orders in a timely manner and  appropriate amount, hence the distribution costs can be kept as minimum as possible.
IMPLEMENTASI ALGORITMA K-MEANS CLUSTERING UNTUK MENENTUKAN STRATEGI MARKETING PRESIDENT UNIVERSITY Ong, Johan Oscar
Jurnal Ilmiah Teknik Industri Vol. 12, No. 1, Juni 2013
Publisher : Universitas Muhammadiyah Surakarta

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Abstract

Information technology advances very rapidly at this time to generate thousands or even millions of data from various aspect of life. However, what can be done with that much data?. In this research, we start from calculation of data set of students who have graduated from President University using k-means clustering algorithm, namely by classifying the data of students into several clusters based on the characteristics of this data in order to discover the information hidden from the data set of student who have graduated from President University. The attribute data that is used in this study is hometown, major and GPA. The purpose of this study is to help the President Universitys marketing department in predicting promotion strategies undertaken in the cities in Indonesia. Information gained in this study can be used as a references in determining the proper strategy for marketing team in their promotion activities in the cities in Indonesia so that the campaign will be more effective and efficient.
Vehicle Routing Problem with Backhaul, Multiple Trips and Time Window Ong, Johan Oscar; ., Suprayogi
Jurnal Teknik Industri Vol 13, No 1 (2011): JUNE 2011
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (276.788 KB) | DOI: 10.9744/jti.13.1.1-10

Abstract

Transportation planning is one of the important components to increase efficiency and effectiveness in the supply chain system. Good planning will give a saving in total cost of the supply chain. This paper develops the new VRP variants’, VRP with backhauls, multiple trips, and time window (VRPBMTTW) along with its problem solving techniques by using Ant Colony Optimization (ACO) and Sequential Insertion as initial solution algorithm. ACO is modified by adding the decoding process in order to determine the number of vehicles, total duration time, and range of duration time regardless of checking capacity constraint and time window. This algorithm is tested by using set of random data and verified as well as analyzed its parameter changing’s. The computational results for hypothetical data with 50% backhaul and mix time windows are reported.