International Journal of Scientific and Academic Research (IJSAR), eISSN: 2583-0279

Study of the Effect of Service Quality and Customer Satisfaction on Customer Loyalty to Inez Cosmetics Company of Malang

Rully Kris H, Limgiani, Novita Rifaul Kirom — Wed, 15 Feb 2023 00:00:00 +0000

The purpose of this study was to determine and analyze the effect of service quality partially on customer loyalty Inez Cosmetics Malang; to determine and analyze the effect of customer satisfaction partially on customer loyalty Inez Cosmetics Malang and to determine and analyze the effect of service quality and customer satisfaction simultaneously on customer loyalty Inez Cosmetics Malang. The data analysis method used in this study is a multiple regression model. This data analysis method is used to explain the strength and direction of the influence of the independent variable on the dependent variable. The results of this study are that service quality has a positive and significant influence on customer loyalty Inez Cosmetics Malang; Customer satisfaction has a positive and significant influence on customer loyalty Inez Cosmetics Malang; and service quality and customer satisfaction have a positive and significant effect on customer loyalty Inez Cosmetics Malang.

Impact of Product and Process Innovations on the Performance of SMEs

Naveen S, C. G. Krishnadas Nair — Mon, 27 Feb 2023 00:00:00 +0000

The paper deals with a recent research study on the requirement of R&D to create new products and processes through innovation management and its impact on the overall performance of SMEs. Findings are made to know whether SMEs' significant level of R&D for product/process innovations influences growth. Feedback was obtained from the SMEs for the number of products/process introduced and R&D expenditure as a percentage of sales. The ratings on the level of innovations are made to analyze the impact on the performance of SMEs.

Application of Six Sigma and KAIZEN Techniques to Non-Conformities: A Case Study of Pharmaceutical Companies

Jakfat Haekal — Wed, 15 Feb 2023 00:00:00 +0000

Every company certainly wants a good product and lots of it in order to get a profit, where at this time the competition is very tight. Therefore, this research is motivated by the many reject problems in the primary packaging product process (filling). This research was carried out at a pharmaceutical company located in Bogor, Wanaherang by taking problems with infusion bottles in January - March 2022, researchers also used 3 comparisons of infusion bottle products in companies, includes: levofloxacin, metronidaol, paracetamol infusion where the number of rejects in January and the most rejects in paracetamol infusion products are 2,303 pcs for 3 months, therefore this study aims to reduce the existing rejects by using the DMAIC, KAIZEN, Six sigma, FMEA and 7tools methods with the results of the study finding 3 critical to quality that covers: fiber, dirt, packaging. The researcher proposes to improve human resources using the KAIZEN 5S method and also scheduling operator training and machine maintenance checks every month so that during the production process minimize all obstacles.

Lean Manufacturing Analysis to Reduce Delays in the Inflight Entertainment Service before Departure Check-in Process

Muhammad Kholil — Wed, 15 Feb 2023 00:00:00 +0000

The full service concept is a flight that prioritizes full service to passengers in terms of comfort to safety, quality consumption services, inflight entertainment, baggage capacity, and other services. GA airlines implement a full service service that prioritizes its customers fully. PT. Aero Indonesia is required and demanded to always be optimally effective and efficient in performing maintenance on GA airlines which have entrusted the maintenance of its aircraft fleet to PT. Aero Indonesia especially in inflight entertainment maintenance. In the inflight entertainment maintenance process at the time of the plane before departure, there is still a first departure delay caused by the inflight entertainment device that requires repair time, causing losses for the airline who must provide compensation. In this study, the Define-Mesure-Analyze-Improve-Control (DMAIC) and Failure Mode and Effects Analysis (FMEA) methods will be used to improve the before departure check process in the cabin maintenance services work unit at PT. The results of this study are expected to be able to provide suggestions regarding delay reduction so that the repair time will be more effective and efficient

Performance Assessment of Wheat Flour Suppliers Based on Balanced Scorecard (BSC)

Jakfat Haekal — Wed, 15 Feb 2023 00:00:00 +0000

Company X is one of the companies in Indonesia that produces seasoned flour. This seasoned flour product uses the main raw material in the form of wheat flour. Company X has 3 suppliers of wheat flour raw materials used. In the process, there are problems with these suppliers in supplying wheat flour, including delays in the fulfillment of raw materials, the amount of raw materials sent does not match the demand, causing disruption to the production process, so Company Xneeds to evaluate suppliers of wheat flour to choose suppliers who the best that can be used so as not to interfere with the production process. In evaluating the performance of this supplier, the method used is the Balanced Scorecard in determining the criteria for supplier measurement indicators based on a financial perspective, a customer perspective, an internal business process perspective and a learning and growth perspective. This study aims to obtain the best supplier of wheat flour raw materials. Based on the results of the study, it shows that the best wheat flour supplier performance is the UPS supplier with a value of 148.09 meaning the company is satisfied with the UPS supplier performance because it is in the 80-160 value range so that it can be used as the main supplier in supplying wheat flour, then the ACL supplier. which gets a value of 151.37 which means that the company is also satisfied with the performance of the ACL supplier so that it can be used as a backup supplier.

Implementation of Lean Manufacturing to Reduce Hold Types of Mission Case Products using DMAIC and KAIZEN Approach

Muhammad Kholil — Wed, 15 Feb 2023 00:00:00 +0000

Company in this research is a manufacturing company engaged in the automotive industry that produces transmissions for four-wheeled vehicles. This research was conducted at the ALMC department which specializes in producing Mission Cases. In carrying out this Mission Case production activity, it is still found that there are Hold defects or pending parts because the quality does not meet the requirements to be flowed in the assembly process. The types of defects are kizu (berets), dakon (dented due to impact) and atsukon (dented due to scrap.) As a result, the company has to incur additional costs to repair the part (overprocess) so that it can be transferred to the assembly process. The purpose of this research is to minimize the Hold defects by implementing lean manufacturing through DMAIC and KAIZEN approaches. The identification of waste in the production line is carried out using value stream mapping tools and the Hold defect problem analysis stage is solved using DMAIC tools. The results of this study are expected to minimize smallpox hold with the implementation of lean manufacturing