IJIMT 2013 Vol.4(6): 574-578 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2013.V4.464

Application Quality Function Deployment to Improve the Quality of Services in Ngodoe Cafe

Aviasti Anwar, Dewi Shofi Mulyati, and Wenny Amelia
Abstract— At this time the global market in Indonesia has two opposing effects, are increased or decreased. The company that has a quality of service that is not optimal, then the company will naturally decline. But to the company which always improve quality of products or services generated so as to satisfy the customers, then those company will continue to have the potential opportunities in the global market competition. One of the factors that are important in maintaining or developing company such as by providing customer satisfaction related to services produced by the company concerned with identifying the needs and desires of customers to a service ministry. To build a relationship with customers company are required to provide care and satisfaction to the customers so that the customer can give his loyalty to the products or services offered by the company. In response to the needs and desires of customers Ngodoe Cafe, this company strive to improve the quality of services. Methods used to make improvements to the customer service is method of Quality Function Deployment (QFD). The criteria used are tangibles, reliability, responsiveness, assurance, and empathy. Having acquired the data processing then processed into the four phases of QFD is to make the product planning matrix, the component design matrix, process planning matrix, production planning matrix so as to know what priority to be repaired. With see the results of four phase QFD, it can be determined that the priorities for quality improvement Ngodoe is competency of waiter, facility design improvements, fixes layout, menu quality improvement, and infrastructure design.

Index Terms— Business, customer satisfaction, quality of services, QFD.

Aviasti Anwar and Dewi Shofi Mulyati are with Industrial Engineering Department, Bandung Islamic University, Indonesia (e-mail: {Aviasti82, dewishofi}@gmail.com).
Wenny Amelia is with PT. Santos Jaya Abadi, Karawang, Indonesia (e-mail: wny.amel@yahoo.com).

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Cite: Aviasti Anwar, Dewi Shofi Mulyati, and Wenny Amelia, " Application Quality Function Deployment to Improve the Quality of Services in Ngodoe Cafe," International Journal of Innovation, Management and Technology vol. 4, no. 6, pp. 574-578, 2013.

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