Jurnal

TINJAUAN PUSTAKA PENERAPAN QUALITY FUNCTION DEPLOYMENT (QFD) UNTUK MENGEMBANGKAN KUALITAS PELAYANAN BERORIENTASI PELANGGAN DI RUMAH SAKIT

Rudy Joegijantoro
Program Studi Kesehatan Lingkungan
STIKES Widyagama Husada


ABSTRACT
Quality Function Deployment (QFD) is defined as a method that supports the structured design of
products or services. The method is based on the customer needs and involves all the relevant parties
within an organization that develops and produces a product through teamwork. It is a method for
mapping and prioritizing customer requirements into functional features and technical modules to optimize
market performance. Although the quality of a service can be dramatically improved through a
QFD exercise, the traditional crisp scoring approach has a major drawback. A wrong conclusion can be
easily produced since the fuzzy nature of linguistic correlation terms from evaluation members is ignored.
To overcome this problem, fuzzy scoring for linguistic terms is proposed in this paper. This study integrates
fuzzy logic into House Of Quality to establish a framework for prioritizing customer requirements
to simply, objectively, and scientifically analyze service features.

Keywords: quality function deployment, house of quality, fuzzy logic, customer requirements,
service features

 

ABSTRAK
Quality Function Deployment (QFD) didefinisikan sebagai suatu metode yang mendukung
desain terstruktur dari produk atau jasa. Metode ini didasarkan pada kebutuhan pelanggan
dan melibatkan semua pihak terkait dalam sebuah organisasi yang mengembangkan dan
memproduksi produk/jasa melalui kerja sama tim. Ini adalah metode untuk pemetaan dan
memprioritaskan kebutuhan pelanggan ke dalam fitur fungsional dan modul teknis untuk
mengoptimalkan kinerja pasar. Meskipun kualitas pelayanan dapat ditingkatkan secara
dramatis melalui QFD, kita harus berhati-hati jika melaksanakan pendekatan penilaian
secara tradisional karena seringkali memiliki kelemahan besar. Sebuah kesimpulan yang
salah dapat dengan mudah terjadi jika mengabaikan sifat alamiah yang bersifat “fuzzy”
dari korelasi linguistik anggota evaluasi diabaikan. Untuk mengatasi masalah ini, penilaian
fuzzy untuk istilah linguistik diusulkan dalam tulisan ini. Penelitian ini mengintegrasikan
logika fuzzy ke Rumah Kualitas untuk menyusun suatu kerangka kerja yang memprioritaskan
kebutuhan pelanggan untuk secara mudah, objektif, dan ilmiah

Kata Kunci: Quality Function Deployment, House Of Quality, Fuzzy Logic,
Customer Requirements, Service Features



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