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Improvement of Service Quality for Customer Satisfaction with Lean Six Sigma Method and Development Quality Function Deployment. Case: Telecommunication Company in Indonesia
Abstract
Growth of tight competition in the telecommunication industry and digital era, the company should focus on any aspects in the whole organization, especially on customer engagement & operation and strategy development in order to manage and maintain a good journey and experience to the end customer. Company strategy to achieve better quality for service and customer satisfaction, the company should refer to the customer's expectation and develop a new strategy. The Six Sigma method and the Quality Function Deployment (QFD) method will provide a systematic technique used to process and translate the voice of customer (VOC) into a main concern of service quality for the customer perceived value and behavior intention. The aim of this research is to increase the customer satisfaction and loyalty inside the service quality based on level of importance from VOC that translate to House of Quality (HOQ) by using the Six Sigma method and the QFD method. VOC and QFD generated important parameter for support company's strategy. There are 10 main attributes of service quality and 30 voice of customer. Results of this research suggests that the most important attribute must be improved and increased in order for the service quality to comply with customer satisfaction.
... Sinha et al. (2020) utilized the internal and external customers' feedback to improve the service quality in the telecommunication sector, where AP et al. (2020) investigated the effect of lean management on the overall improvement of the telecommunication sector in Nigeria. Lestari and Dachyar (2020) presented a case for Indonesia to incorporate lean in quality function deployment in the telecommunication sector. Selvaraju et al. (2019) investigated the critical success factors of Lean Six Sigma and their effects on the performance of the telecommunication supply chain. ...
Lean implementation in the service sector has a dilemma related to defining the gap of the lean system and identifying the flaws in the processes which affect the overall performance and efficiency. This paper presents an innovative model that can help service companies to improve lean implementation and integrate appropriate Key Performance Indicators (KPIs) with the strategic goals. The aim of this paper is to also investigate different forms of waste that affect services performance by using the data of a global best practice. It also aims to apply and integrate the KPIs with Lean Management Tools to overcome the potential limitations of the traditional ones. As a first step of improvement, designing a new KPI lean method can lead to determining and reducing all different forms of existing wastes. Furthermore, such a method is expected to (i) improve the existing processes; (ii) enhance performance, (iii) increase time efficiency; and (iv) improve work accuracy. A new model that focuses on low-performance processes has been designed. The proposed model is also used to develop KPIs that are measurable and capable of detecting flaws and identify the possible improvements. When the model is continuously applied by service providers, the waiting time and non-adding value activities are expected to be significantly minimized. Likewise, monitoring and control of internal processes and activities can be improved. Furthermore, lean management is advantageous for the telecommunication sector as it allows a quick response to rapid changes in the telecom technology and, thus, improves the customer satisfaction.
In light of the complex challenges currently facing humanity, including climate change, rapid population growth and global economic and political turmoil, it has become imperative to develop and implement effective strategies to address these issues. Project management (PM) represents a business solution to address complex issues, as well as to ensure the continuity and availability of resources for the future. Although the discipline of project management originated in the early 20th century, it has undergone continuous evolution in response to the evolving needs of business. The project management approach is contingent upon the nature of the issue being addressed and the complexity of the project. In order to achieve the greatest success, organizational leaders seek to align the project management style with the specific project in focus. The telecommunications sector plays a pivotal role as a platform for technological and management innovations. As the second most important sector in Yemen after the oil sector, the sustainability of this sector is of paramount importance in order to ensure tangible progress in the country's development. This thesis examines the effectiveness of modern project management methodologies in promoting sustainability in this pivotal sector. This study employs a multi-method research design to collect quantitative data from 150 professionals in leading telecommunications companies. Additionally, it incorporates qualitative insights from 22 in-depth interviews with project managers and key stakeholders to evaluate the current state of the industry with regard to the strategies employed to manage telecommunications projects and ascertain whether these strategies facilitate sustainability in the sector. The analysis reveals a high level of familiarity and application of project management methodologies, including Waterfall, Agile. Some projects have adopted sustainable practices, such as energy efficiency, there is a lack of proper training, regulatory challenges.
Understanding quality in manufacturing starts with defect identification and improvement finding. Reliability that is influenced by equipment design or working methods or environment has led to the concept of improvement with the Six Sigma method, which has been absorbed in Indonesia industries. This article discussed Six Sigma implementation in Indonesia that identifies, evaluates, and synthesizes results from various sectors and summarizes current evidence that contributes to evidence-based practice. This study reviews the research articles published between 2016-2020 with keywords DMAIC and Six Sigma. The results show that from 52 selected papers, the Six Sigma value of the observed industries is 3.68 on average, with the most negligible value 1.10 from the crude palm oil refinery. The highest is 5.10 from the bagging process of sugar refinery. However, the Six Sigma application is not always satisfying concerning its suitability function, requirement of industries, culture, local regulation, and internal business concern, especially in efficiency and cost. This study starts with finding relevant journal articles, evaluating their sources, identifying abstracts, evaluating the method and its result, and the research gaps. Future research is suggested utilizing the Industry 4.0 concept to enhance Six Sigma implementations.
In the face of increasingly competitive competition in the hospital industry, RSU managers are required to be able to develop strategies, policies or new breakthroughs related to improving the quality of their services, through improving the characteristics of hospital services, which focus on patient needs, so that the risk of errors or discrepancies between service characteristics that are enhanced by what the patient wants can be avoided or minimized. From the results of research conducted there are 21 variables of patient needs from a health service at the Government General Hospital (RSU). Whereas the patient’s research on the service quality of the Government Hospital is 1 variable that has fulfilled the needs of patients, namely that they are satisfied with the quality of hospital services. Variable is the state and completeness of modern medical facilities. Whereas for other variables there are gaps so that they cannot meet patient expectations until the highest quality limit is very satisfied, it is necessary to have a direction of improvement. To obtain the suitability, the technique used to improve the characteristics of the service is the application of the QFD method. The QFD method in this study is in the form of a quality service matrix at the Government General Hospital. From the HOQ matrix, the service quality of the Government Hospital is obtained from the input of the Government Hospital/management that there are priority variables needed to improve their quality, which is generally the patient’s needs related to the recovery of patients, including the knowledge and abilities of doctors, medicines the treatment given in the healing of patients, the service of examination, treatment and care that is fast and precise, guarantee of security and trust in the services provided and the completeness of the readiness and cleanliness of the equipment used. So there are 33 service quality characteristics prioritized for further improvement, with the main priority being patient recovery.
Aiming at the problem that the customer can obtain the personalized products in a timely and satisfactory manner, the enterprise can reasonably and effectively carry out the decision-making guidance of the manufacturing decision and propose a method to evaluate the customer satisfaction based on the fuzzy level kano-QDF model. The fuzzy hierarchical Kano model is used to identify and classify the customer’s needs. Based on the GM (1,1) model, the classification results of the fuzzy hierarchical Kano model are dynamically analyzed and verified. Secondly, the mathematical model of customer satisfaction evaluation is established by using the fuzzy comprehensive evaluation method. The demand for the importance of the final determination, the use of QFD method to confirm the importance of product quality characteristics and weight. Finally, the customer demand for personalized customized products is described as an example.
The wireless telecommunication industry in Malaysia demonstrates evident signs of a consistently changes in industry paradigm and signs of moving market. Since the rapid growth of wireless technologies and high demand of consumers for more advanced wireless services, the standard of wireless telecommunication services is moving from voice-centered communication to a series of the high-speed data communication and multimedia. This study is an acknowledgement to the request by previous researchers on the need to examine the important factors such as perceived value and service quality that can directly affect the customer satisfaction in Malaysian mobile phone operator. The moderating effect of attractiveness of alternatives has been also tested between variables. Therefore, the empirical findings, which are based on quantitative research and further multiple regression analysis, shows that both perceived value and service quality has positive relationship towards customer satisfaction. But, the moderator was found that the interaction of both variables with Attractiveness of alternatives has no effect to improve or enhance the satisfaction.
This article examines how customer engagement influences customer satisfaction, experience, trust, and loyalty in the context of mobile banking as well as the role of customer experience and trust as mediating variables in customer engagement with customer satisfaction and customer loyalty. For these purposes, a conceptual framework based on the content analysis of the previous studies was developed. The data for this research were collected from 406 customers using mobile banking services in Jordan. The responses are verified using structural equation modelling. Customer engagement positively influences customer trust and experience, while the impact of customer engagement on customer satisfaction and loyalty is partially mediated by customer trust. The study findings may aid future researchers in their quest in understanding the inherent relationships that lie between the constructs' questions and may provide a platform for banking managers in their efforts to improve their online banking customers satisfaction.
While many retailers have turned to omnichannel retailing to remain competitive, engaging customers across channels has become one of the biggest challenges they face. Drawing on social exchange theory, we proposed and tested a research model of customer engagement in the context of omnichannel retailing. Structural equation modeling was employed to test the research model with customers of two emerging omnichannel retailers, Apple (n = 269) and Kroger (n = 221). The results showed that channel integration quality dimensions (including breadth of channel-service choice, transparency of channel-service configuration, content consistency, and process consistency) positively influenced customer engagement which in turn led to positive word-of-mouth and repurchase intention. The research model was examined using both high-involvement products (e.g., Apple) and low-involvement products (e.g., Kroger) despite the varying effects of channel integration quality on customer engagement. This study adds to the growing body of knowledge on customer engagement vis-à-vis omnichannel retailing and provides retailers with actionable insights into engaging customers across channels.
This study is aimed to assess the quality of service provided by Malaysia Airlines and its impact on overall customer satisfaction. This study employed a convenience sampling method for collecting data from 460 respondents using a self-administered questionnaire, designed on five dimensions of AIRQUAL scale. Moreover, variance based structural equation modelling (PLS-SEM) was used for testing the proposed structural model. Findings of this study revealed that all five dimensions of AIRQUAL scale i.e. airline tangibles; terminal tangi-bles; personnel services; empathy and image have a positive, direct and significant impact on customer satisfaction of Malaysia Airlines. This study investigated the impact of service quality dimensions on customer satisfaction in Malaysia Airlines. Due to limited resources and time constraints this study involves respondents from Malaysia Airlines only; for that reason a comparative analysis of findings with other airlines was not possible; therefore it is considered a limitation of this study. Moreover, importance-performance map analysis (IPMA) was also performed for exploring the importance of various dimensions of service quality. Findings indicate that airlines should focus on all dimensions of service quality, with special focus on personnel services and image for enhancing their customer satisfaction. It is expected that findings of this study will help airlines to understand the role of various dimensions of service quality for enhancing their customer satisfaction.
The purpose of this research is to help manufacturing companies identify the key performance evaluation criteria for achieving customer satisfaction through Balanced Scorecard (BSC) and Multiple Criteria Decision Making (MCDM) approaches. To explore the causal relationships among the four dimensions of business performance in Balanced Scorecard as well as their key performance criteria, a MCDM approach combining DEMATEL and ANP techniques is adopted. Subsequently, the MCDM framework is tested using Delphi method and a questionnaire survey is conducted in 24 manufacturing firms from Taiwan, Vietnam and Thailand.
The research findings indicate that manufacturing companies should focus more on improving customer perspectives such as customer satisfaction and customer loyalty by integrating products and services innovation and providing diversified value-added product–service offerings as well as developing close long-term partnership with customers. In addition, the classification of importance and improvability into four strategic planning zones provide practicing managers with a decision making tool for prioritizing continuous improvement projects and effectively allocating their resources to those key criteria identified in the strategic map for business performance improvement.
By identifying critical criteria and their interrelationships, our research results can help manufacturing companies enhance their business performance in both financial and non-financial perspectives. They can also serve as valuable guidelines and references for manufacturing companies to achieve better customer satisfaction through sustainable product–service system practices.
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- M Dachyar
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M. Dachyar and A. Rusydina, "Measuring Customer Satisfaction and Its relationship
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Loyalty Improvement of Indonesian Local Brand Fashion Customer Based on Customer Lifetime Value ( CLV ) Segmentation Loyalty Improvement of Indonesian Local Brand Fashion Customer Based on Customer Lifetime Value ( CLV ) Segmentation
- I O P C Series
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Fashion Customer Based on Customer Lifetime Value ( CLV ) Segmentation Loyalty
Improvement of Indonesian Local Brand Fashion Customer Based on Customer Lifetime
Value ( CLV ) Segmentation," no. Clv, 2019.
Implementation of Integrated System Six Sigma and Importance Performance Analysis for Quality Improvement of HSDPA Telecommunication Network and Customer Satisfaction
- S Pranoto
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Telecommunication Network and Customer Satisfaction," Int. Conf. Ind. Eng. Oper.
Manag. Bali, Indones. January 7 -9, 2014, pp. 1544-1553, 2014.