PERBAIKAN DESAIN SISTEM DISTRIBUSI IKAN DENGAN MENGINTEGRASIKAN METODE PHYSICAL DISTRIBUTION SERVICE QUALITY (PDSQ) DAN LEAN SIX SIGMA PADA DISTRIBUSI IKAN DI KABUPATEN SIDOARJO
ABSTRACT: The fresh fish
demand increase in the Sidoarjo district can be seen from the fish production
amount increase which could be found in the fish market. The fish market became
a fresh fish distribution center from fish farmers to customers. To keep the
qualities of fish and its distribution services, designing the system design of
fish distribution is need to be conducted. The aim of this research is to
design a system design of fish distribution by integrating physical
distribution service quality (PDSQ ) methods and lean six sigma methods at a
fish market in Sidoarjo. This research is conducted to give a suggestion for
fisheries and maritime department of Sidoarjo in providing services to public.
This research began by measuring the quality of service by using the PDSQ
method, then the highest of negative gap value would be identified to find “the
waste” by lean method during the distribution process from producer to consumer
which affects the quality of service, and than measured capability process
using the six sigma method. By using both methods in implementing the system
design improvement of fish distribution in Sidoarjo, the results show that the
quality of services has increased the distribution of fish by the presence of
some improvements facilities. These can be seen from the value of fish
qualities which has increased in the reckoning of customer satisfaction from
the gap value of each dimensions namely timeline of -2.08 becomes -0.81, availability dimension of
-3.36 becomes -1.7, and condition dimension of -1.96 becomes -1.17, and scores
of process capabilities of 4.11 becomes
4.43. The improvement of system design from this existing condition is by
involving integrated service unit (UPT) of fish market as a control of the
quality of fish and its distribution process to increase the customer
satisfaction.
Keyword: Customer
Satisfaction, Lean, Physical Distribution Service Quality, Service Quality,
Waste, Six Sigma
Penulis: Wiwik Sulistiyowati
Kode Jurnal: jptindustridd150013
