Value Stream Mapping and Six Sigma Methods to Improve Service Quality at Automotive Services in indonesia

  • Dimas Mukhlis Hidayat Fathurohman Department of Industrial Engineering, Mercu Buana University, Jakarta, Indonesia
  • Humiras Hardi Purba Department of Industrial Engineering, Mercu Buana University, Jakarta, Indonesia
  • Aris Trimarjoko Department of Industrial Engineering, Sekolah Tinggi Teknologi Yuppentek, Tangerang, Banten, Indonesia
Keywords: Service Quality, Lead Time, Value Stream Mapping, DMAIC

Abstract

Automotive service industry currently holds an important role in helping to increase customer satisfaction. Various strategies are carried out to win the competition for increasing customer satisfaction. Quality service combined with the right instruments can be used to increase customer satisfaction and loyalty. Customer satisfaction is the key to success in the manufacturing and service industries. Service quality is an important attribute and it is a key factor in service industries. Improving lead time service in automotive Toyota dealer service industries is the focus of this research. Value Stream Mapping succeeded in identifying problems that were happening as an impact of waiting for services, washing processes, and length of service processes. The DMAIC (Define, Measure, Analyze, Improve and Control) method assisted by tools of quality successfully analyzed and gave recommended corrective actions to reduce the lead time of Express Maintenance Service from 120.06 minutes to 64.00 minutes or improved 53% per service cycle, and succeeded in increasing the capability of the service process from 1.96 sigma to 3.80 sigma. Quality of service can be improved to get customer satisfaction, increase company profitability, and increase the competitiveness of companies in maintaining the sustainability of the industry in the future.

References

Barrios, M.A.O., & Jiménez, H.F. (2016). Use of six sigma methodology to reduce sppointment lead-iime in obstetrics outpatient department. J Med Syst 40, 220. https://doi.org/10.1007/s10916-016-0577-3.

Caesaron, D., & Simatupang, S.Y.P. (2015). Implementasi pendekatan DMAIC untuk perbaikan proses produksi pipa PVC (Studi Kasus PT. Rusli Vinilon). Jurnal Metris, 16, 91-98.

Causevic, S., & Avdagić-Golub, E., (2019). The challenges and opportunities of introducing six sigma at customer support telecommunication company. TEM Journal, Volume 8, Issue 4, Pages 1307-1312, ISSN 2217-8309. DOI: 10.18421/TEM84-29.

Chang, K.K., & Wang, F.K. (2007). Applying six sigma methodology to collaborative forecasting. Int J Adv Manuf Technol, 39:1033-1044. DOI 10.1007/s00170-007-1276-5.

Costa, T., Silva, F.J.G., & Ferreira, P.L. (2017). Improve the extrusion process in tire production using six sigma methodology. Procedia Manufacturing, 13, 1104–1111. https://doi.org/10.1016/j.promfg.2017.09.171.

Croft, C., & Kovach, J.V. (2012). Reducing defects in the production of natural gas dehydration equipment. Proceedings of the 2012 Industrial and Systems Engineering Research Conference, G. Lim and J.W. Herrmann, Eds.

Ebrahimi, A., & Keykavoussi, A. (2018). The implementation of lean manufacturing utilizing fuzzy value stream mapping (case study: SAIPA automobile manufacturing group) Conference: 29th European Conference on Operational Research (EURO 2018) At Valencia, Spain.

Elbireer, A., Le Chasseur, J., & Jackson, B. (2013). Improving laboratory data entry quality using six sigma. International Journal of Healthcare Quality Assurance, Vol. 26 No. 6, pp. 496-509.

George, M. L. (2003). Lean six sigma for service : How to use lean speed and six sigma quality to improve services and transactions. In Group. https://doi.org/10.1036/0071436359.

Gijo, E.V., Antony, J., Hernandez, J., & Scaria, J. (2013). Reducing patient waiting time in a pathology department using the six sigma methodology. Leadership in Health Service, Vol. 26 No. 4, pp. 253-267.

Haviana, E., & Hernadewita. (2019). Productivity improvement in the rubber production process using value stream mapping method to eliminate waste. Operations Excellence, 11(2), 119-130.

Hussain, T., Jamshaid, H., & Sohail, A., (2014). Reducing defects in textile weaving by applying six sigma methodology: a case study. International Journal Six Sigma and Competitive Advantage, Vol. 8, No. 2.

Power, J.D. (2018). Fulfillment of Pre-Service Process Drives Satisfaction and Builds Trust in Advisor Recommendations, J.D. Power Finds. www.jdpower.com/business/press-releases/2018-indonesia-customer-service-index-mass-market-study.

Kuhlang, P., Edtmayr, T., Sunk, A., Morawetz, C., Sihn, W. (2011). Utilizing a process management approach to standardize the application of value stream mapping. Brazilian Journal of Operations & Production Management Volume 8, Number 2, pp. 89-102. http://dx.doi.org/10.4322/bjopm.2012.005.

Lam, S.Y., Shankar, V., Eramilli, M.K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the Academy of Marketing Science, Vol. 32 No. 3, pp. 293-311.

Minh, N.V., & Huu, N.H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in vietnamese retail banking sector. Journal of Competitiveness, Vol. 8, Issue 2, pp. 103 – 116.

Nagi, N., & Altarazi, S. (2017). Integration of value stream map and strategic layout planning into DMAIC approach to improve carpeting process. Journal of Industrial Engineering and Management, JIEM, 10(1): 74-97 – Online ISSN: 2013-0953 Print ISSN: 2013-8423. DOI: http://dx.doi.org/10.3926/jiem.2040.

Omar, A., & Mustafa, Z. (2014). Implementation of six sigma in the service industry. Journal of Quality Measurement and Analysis, JQMA 10(2), 77-86.

Otim, S., & Grover, V. (2006). An empirical study on web-based services and customer loyalty. European Journal of Information Systems, 15, 527–541.

Pande, P., & Holpp, L. (2002), what is Six Sigma? McGraw-Hill.

Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Academy of marketing science. Journal. Winter, 28, 1, pg. 168.

Peng, L. Y., & Wang, Q. (2006). Impact of relationship marketing tactics (RMTs) on switchers and stayers in a competitive service industry. Journal of Marketing Management. https://doi.org/10.1362/026725706776022263.

Pucheta, C.E., Olivares-Benitez, E., Minor-Popocatl, H., Pacheco-García, P.F., & Pérez-Pucheta, M.F. (2019). Implementation of lean manufacturing to reduce the delivery time of a replacement part to dealers: A Case Study. Appl. Sci. 9, 3932. DOI: 10.3390/app9183932.

Pyzdek, T. (2003). The Six Sigma Handbook. Copyright © 2003 by the McGraw-HIll Companies, Inc. USA.

Rego, L.L., Morgan, N.A., & Fornell, C. (2013). Reexamining the market share-customer satisfaction relationship. Journal of Marketing, 77(5), p. 1-20.

Rozak, A., Jaqin, C., & Hasbullah, H. (2020). Increasing overall equipment effectiveness in automotive company using DMAIC and FMEA method. Journal Européen des Systèmes Automatisés, Vol. 53, No. 1, pp. 55-60.

Sethi, D., Naidu, S., & Ramesh, S. (2018). Employee’s knowledge and attitude towards the implementation of quality management systems with special reference to six sigma. International Journal of Advanced Research, 6(4),1331-1337.

Shahin, A. (2006). Servqual and model of service quality gaps: a framework for determining and prioritizing critical factors in delivering quality services. In: Service quality – an introduction, Sarathy, P.V. (Ed.). 1st ed. Andhra Pradesh, India: ICFAI University Press. Pp. 117-131.

Syafwiratama, O., Hamsal, M,. & Purba, H.H. (2016). Reducing the nonconforming products by using the Six Sigma method: A case study of a polyester short cut fiber manufacturing in Indonesia. Management Science Letters, 7, 153–162. doi: 10.5267/j.msl.2016.12.001.

Thompson, B. (2005). The loyalty connection: Secrets to customer retention and increased profits. Right Now Technologies & CR Mguru, 18.

Trimarjoko, A., Saroso, D., Purba, H., Hasibuan, S., Jaqin, C & Aisyah, S. (2019). Integration of nominal group technique, shainin system and DMAIC methods to reduce defective products: A case study of the tire manufacturing industry in Indonesia. Management Science Letters, 9(13), 2421-2432.

Vijay, S.A. (2014). Reducing and optimizing the cycle time of patients discharge process in a hospital using six sigma DMAIC approach. International Journal for Quality Research, 8(2) 169–182.

Published
2021-06-24
How to Cite
Fathurohman, D. M. H., Purba, H. H., & Trimarjoko, A. (2021). Value Stream Mapping and Six Sigma Methods to Improve Service Quality at Automotive Services in indonesia. Operational Research in Engineering Sciences: Theory and Applications, 4(2), 36-54. https://doi.org/10.31181/oresta20402036f