Quality Control to Improve Customer Satisfaction by Using Quality Function Deployment Method
Tika Endah Lestari (a*), Erfina Nagata(a), Rizal Ahmad Sopiandi(a)

a)Department Industrial Engineering, Sampoerna University, Jakarta, Indonesia
*tika.lestari[at]sampoernauniversity.ac.id

Abstract

In the current global competitive markets, a company cannot disregard the satisfaction of its customers. Many companies in Indonesia have already been successful in producing a big number of products and services, and also have resolved many orders and solution deliverables. Accordingly, the companies might get a positive Return on Investment (ROI) or revenue, but most of them neglect the most important parameter of their business which is customer satisfaction. This situation occurs in one of construction companies in Indonesia. Based on the data of the company, its customer rate is in a low scale which means that there is a problem in the product quality during the production process so that the product delivered to the customers does not meet their expectation. Hence, according to this circumstance, implementing the Quality Functional Deployment (QFD) method in the production process at a construction company is useful to improve its customer satisfaction.

Keywords: QFD, Quality Control, Production process, Customer Satisfaction

Topic: Industry Engineering