Measurement of quality of certification services to reduce wastage of non value added activity (journal review)

1st International Conference on Industrial and Manufacturing Engineering

工业技术（总论）;机械制造

Shalihin, Ahmad^1 ; Hidayati, Juliza^1

Magiter Teknik Industri, Fakultas Teknik, Universitas Sumatera Utara, Kampus USU, Medan

20155, Indonesia^1

关键词: Certification process;    Certification services;    Consumer needs;    Lost opportunities;    Non-value added;    Prospective customers;    Service failure;    Service industries;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/505/1/012062/pdf
DOI  :  10.1088/1757-899X/505/1/012062

学科分类：工业工程学

来源: IOP

【 摘 要 】

Increasing consumer needs that are consumptive causes the service industry, especially in the field of certification, to guarantee a product begins to experience many requests related to the legality of a product with high demand related to the guarantee of a product both at home and abroad. Hope in this system the certification process should be faster, easier, transparent and flexible. The fact that certification services are still often having problems with the number of complaints from customers submitting certification because the length of the certification process is still far from the standard set by the company. Factors that often cause a service failure due to a service experiencing waste such as delays, duplication, unnecessary movements, unclear communication, wrong inventory, error, and lost opportunities. The cause of the length of the certification process was due to many activities carried out repeatedly due to the absence of standards in the assessment of prospective customers and lack of training for employees. Several approaches are explained in this paper as a proposal to design a process flow to eliminate waste in a process that does not provide added value (non value added activity), especially in the service industry.