Quality and Reliability Engineering in Service Industry: A Proposed Alternative Improvement Framework

11th International Seminar on Industrial Engineering & Management, "Technology and Innovation Challenges Towards Industry 4.0 Era

工业技术（总论）

Hadiyat, M.A.^1 ; Wahyudi, R.D.^1 ; Sari, Y.^1 ; Herowati, E.^1

Industrial Engineering, University of Surabaya, Indonesia^1

关键词: Design experiments;    Designed experiments;    Manufacturing industries;    Quality function deployments (QFD);    Reliability engineering;    SERVQUAL;    Survival analysis;    Taguchi robust design;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/528/1/012076/pdf
DOI  :  10.1088/1757-899X/528/1/012076

学科分类：工业工程学

来源: IOP

【 摘 要 】

Quality and reliability engineering technique are widely used as improvement tools in manufacturing industries, involving the design experiments, quality function deployment (QFD), and survival analysis, focuses on improving the lifecycle of products. However, started at early last decade, some researches in improving the service lifecycle in some service industry consider to implements design of experiment in service industry, followed by other tools such as QFD, and the reliability engineering tools. This research proposed alternatives incorporated quality and reliability engineering methods in evaluating and improving the lifecycle of service. Starting with evaluating the weaknesses of service using SERVQUAL method, finding the improvement plan by implementing QFD, designing the robust service design using Taguchi designed experiment methods, and then implementing survival analysis for ensuring the reliability of designed services. This framework has successfully implemented in designing and evaluating existing airport service system with some recommendation generated in.