Analisa efektifitas penerapan sistem manajemen mutu ISO 9001 : 2000 di PT. XYZ.

T., Leo Januar (2007) Analisa efektifitas penerapan sistem manajemen mutu ISO 9001 : 2000 di PT. XYZ. Masters thesis, Universitas Pelita Harapan.

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Abstract

The goal of this research is to analyse the effectiveness of the implementation of quality management system ISO 9001:2000 in xyz, pt which has already get ISO 9001:2000 certification from United Registrar of Systems (URS). The research conducted by doing the customer satisfaction survey according to eight quality principles. The survey's output is analyzed by the importance and satisfaction of XYZ's performance, by conducting Plan-Do-Check-Action (PDCA) and also analyzes the customer satisfaction index. From the output of analysing the eight (8) quality principles measurement, that is shown that XYZ,pt can satisfied their external customers which shown by die customer satisfaction index between good and need for concern. From this analysis, hopefully there will be an improvement in the future. / Penelitian ini dilakukan dengan tujuan untuk mengetahui efektifitas dari penerapan Sistem Manajemen Mutu ISO 9001:2000 pada PT XYZ yang telah memperoleh sertifikasi ISO 9001:2000 dari United Registrar of Systems (URS). Penelitian ini dilakukan dengan cara melakukan survei kepada pelanggan berdasarkan delapan (8) prinsip mutu. Hasil survei kepada pelanggan dianalisa berdasarkan tingkat kepentingan dan kepuasan terhadap kinerja PT. XYZ, Analisa terhadap pelaksanaan Plan-DoCheck-Action (PDCA) dan Analisa Indeks kepuasan pelanggan. Dari hasil analisa terhadap delapan (8) prinsip mutu diketahui bahwa PT XYZ telah dapat memuaskan pelanggan eksternalnya dengan indeks kepuasan pelanggan yang berada diantara Baik dan Pertimbangan. Diharapkan dari analisa ini akan ada peningkatan kinerja yang lebih baik di masa yang akan datang.

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