IORA International Conference on Operations Research

BSD Tangerang, Indonesia, April, 16-17, 2020

Service Quality Improvement for Customer Satisfaction with Lean Six

Sigma Method and Quality Function Development. Case:
Telecommunication Company in Indonesia
Dwiyana Puji Lestari and M. Dachyar

Industrial Engineering Department, Universitas Indonesia, Indonesia

E-mail: dwiyana.puji@ui.ac.id; mdachyar@yahoo.com;

ABSTRACT
Growth of tight competition in telecommunication industry and digital era, company
should focus for any aspects in whole of organization, especially on customer
engagement & operation and development of strategy to manage and maintain customer
to have good journey and experiences. Company strategy to achieve a better service
quality and customer satisfaction they should consider customer’s expectation and
developed new strategy. Six sigma method and Quality Function Development (QFD)
method will give systematic method used to process and translate voice of customer
(VOC) into main concern of service quality, customer perceived value and behavior
intention. The aim of this research to increased customer satisfaction and loyalty inside
the service quality based on level of importance from VOC that translate to House of
Quality (HOQ) by using Six Sigma and QFD. VOC and QFD generated important
parameter for support company's strategy. There are 10 main attribute of service quality
and 30 voice of customer. Result of this research suggests most important of attribute
must be improved and increased service quality to comply with customer satisfaction.

Keywords: Quality Function Development, Service Quality, Six Sigma,

Telecommunication, Voice of Customer