Silitonga, Johanna Saulina Rinita (2026) ANALISIS PENGENDALIAN KUALITAS LAYANAN PURNA JUAL MENGGUNAKAN METODE SIX SIGMA PADA PT XYZ. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
After-sales service quality control is essential to ensure that customer complaint handling runs consistently and on time so that customer satisfaction is maintained. This study analyzes after-sales service quality control at PT XYZ using the Six Sigma method to identify the causes of delays in completing Work Orders (SPK) and formulate improvement recommendations. This study applies a descriptive quantitative approach supported by secondary and primary data from interviews. The secondary data comprise 3,265 SPK completions for Neorest and Franke from January to December 2025, while the primary data came from interviews with the after-sales supervisor, admin, and technicians. The analysis follows the Define, Measure, Analyze, Improve, and Control (DMAIC) stages. The results show that the after-sales service process operates at a sigma level of 3.19 with a DPMO of 45,636, indicating that process capability remains moderate and not yet statistically controlled. Delays are dominated by repair and installation work, accounting for 91.72% of total delays. The causes are multifactorial, mainly manual scheduling, limited technician capacity during peak periods, customer availability, and the lengthy spare-part replacement flow. This study recommends simplifying and unifying the process recording, establishing completion-time standards by job type, managing spare-part inventory, and conducting periodic performance monitoring. Keywords: Quality Control, After-Sales Service, Six Sigma, DMAIC, DPMO
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil: 2210111150] [Pembimbing: Heni Nastiti] [Penguji 1: Rosali Sembiring] [Ketua Penguji: Jenji Gunaedi Argo] |
| Uncontrolled Keywords: | Quality Control, After-Sales Service, Six Sigma, DMAIC, DPMO |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | JOHANNA SAULINA RINITA SILITONGA |
| Date Deposited: | 28 Aug 2026 07:11 |
| Last Modified: | 28 Aug 2026 07:11 |
| URI: | http://repository.upnvj.ac.id/id/eprint/52195 |
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