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.
Item Type: | Thesis (Masters) |
---|---|
Creators: | Creators NIM Email ORCID T., Leo Januar NIM39040016 UNSPECIFIED UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Muljono, Muljono UNSPECIFIED UNSPECIFIED |
Additional Information: | T 39-04 JAN a |
Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering |
Divisions: | University Subject > Historic > Faculty/School > Department of Master of Industrial Engineering Program Historic > Faculty/School > Department of Master of Industrial Engineering Program |
Depositing User: | Phillips Iman Heri Wahyudi |
Date Deposited: | 27 Feb 2021 05:02 |
Last Modified: | 18 Nov 2021 06:32 |
URI: | http://repository.uph.edu/id/eprint/21728 |