Market Oriented Industrial Services Innovation Using Hybrid QFD and Kansei Engineering

EasyChair Preprint no. 6156

Abstract

Industrial Gas Turbine Repair and Motor & Generator Overhaul is one of the business units in PT GMF Aeroasia, Tbk. This business unit is a derivative of aviation. With the large market potential and the decline in the aviation market due to the COVID-19 pandemic, this business is one of the company's hopes. With this, sales of these services need to be increased in order to help the company's business sustainability. Companies currently need to improve the quality of these services to increase sales and customer satisfaction.

This research was conducted at a business unit, namely Industrial Gas Turbine at the largest aircraft MRO company in Southeast Asia, PT GMF Aeroasia. The subject of this research is service design using the Kansei Engineering and Hybdrid QFD methods. This approach is applied in order to improve customer service and satisfaction.

The research method begins with determining the performance of service attributes based on service quality elements, then followed by evaluating service gaps between perceived service and expected service, determining the kansei score and evaluating Kano on one dimensional and attractive attributes. After obtaining the importance weight, the design process is continued with HoQ. This study recommends new service innovation the company can apply to increase sales.

Keyphrases: Hybrid QFD, Kansei Engineering, service innovation

@Booklet{EasyChair:6156,
  author = {Nanang Yulian and Tatang Akhmad Taufik},
  title = {Market Oriented Industrial Services Innovation Using Hybrid QFD and Kansei Engineering},
  howpublished = {EasyChair Preprint no. 6156},

  year = {EasyChair, 2021}}