Implementasi Six Sigma untuk Perbaikan Kualitas Produk Kiwi Paste Berdasarkan Keluhan Pelanggan

Nelfiyanti Nelfiyanti(1*), Annisa Mulia Rani(2), Achmad Fauzi(3),

(1) Universitas Muhammadiyah Jakarta
(2) Universitas Muhammadiyah Jakarta
(3) Universitas Muhammadiyah Jakarta
(*) Corresponding Author


PT. LF Beauty Manufacturing Indonesia is a Hong Kong-based Li & Fung group of companies engaged in manufacturing services. The Company has 4 regular customers, namely: PT JHHP, PT.Diversey, PT.Topindo and PT.Wavin. During 2015 the company got 12 defect complaints which 8 complaints came from PT. JHHP. This study aims to determine the cause of disability complaints of PT JHHP, provide improvements to existing problems so that it does not occur in the future and as a measure of company productivity to improve production quality. This research method uses Six Sigma with DMAIC stages (Define Measure, Analyze, Improvement, Control). The object of research is the production data of August 2015 in accordance with customer complaints data. The result of analysis of JHPP customer's complaint obtained the biggest defect of kiwi paste product according to the diagram is finish good leak. Factors affecting the defect complaints of the finish good leaked kiwi paste product is the operator often do autocapper engine wind adjusment, unavailability of space thermometer tool in the warehouse area and dry production area, unavailability of wind pressure gauge used to determine the number of bars used in the asemble process and the temperature of the storage area space exceed the standard set. Defect value decreased, before implementation of 3.497 DPMO with sigma level 4.20 to 568 DPMO with 4.75 sigma level


Customer Complain; DMAIC; DPMO; Level Sigma

Full Text:



A. Cherrafi, S. Elfezazi, A. Chiarini, A. Mokhlis, and K. Benhida, “The integration of lean manufacturing, Six Sigma and sustainability: A literature review and future research directions for developing a specific model,” J. Clean. Prod., vol. 139, pp. 828–846, 2016.

R. G. Schroeder, K. Linderman, C. Liedtke, and A. S. Choo, “Six Sigma: Definition and underlying theory,” J. Oper. Manag., vol. 26, no. 4, pp. 536–554, 2008.

F.-K. Wang and K.-S. Chen, “Applying Lean Six Sigma and TRIZ methodology in banking services,” Total Qual. Manag., vol. 21, no. 3, pp. 301–315, 2010.

A. G. Psychogios, J. Atanasovski, and L. K. Tsironis, “Lean Six Sigma in a service context: a multi-factor application approach in the telecommunications industry,” Int. J. Qual. Reliab. Manag., vol. 29, no. 1, pp. 122–139, 2012.

H.-C. Hung and M.-H. Sung, “Applying six sigma to manufacturing processes in the food industry to reduce quality cost,” Sci. Res. Essays, vol. 6, no. 3, pp. 580–591, 2011.

S. Supriyadi, G. Ramayanti, and A. Chandra Roberto, “Analisis Kualitas Produk dengan Pendekatan Six Sigma,” in Prosiding SNTI dan SATELIT, 2017, pp. 7–13.

B. Bergman and B. Klefsjö, Quality from customer needs to customer satisfaction. Lund, Sweden: Studentlitteratur AB, 2010.

P. Jirasukprasert, J. Arturo Garza-Reyes, V. Kumar, and M. K. Lim, “A Six Sigma and DMAIC application for the reduction of defects in a rubber gloves manufacturing process,” Int. J. Lean Six Sigma, vol. 5, no. 1, pp. 2–21, 2014.

P. Abreu, S. Sousa, and I. da S. Lopes, “Using Six Sigma to improve complaints handling,” in World Congress on Engineering 2012 (WCE 2012), 2012, pp. 1363–1368.

N. Fadly Habidin and S. Mohd Yusof, “Critical success factors of Lean Six Sigma for the Malaysian automotive industry,” Int. J. Lean Six Sigma, vol. 4, no. 1, pp. 60–82, 2013.

J. Antony, F. Jiju Antony, M. Kumar, and B. Rae Cho, “Six sigma in service organisations: Benefits, challenges and difficulties, common myths, empirical observations and success factors,” Int. J. Qual. Reliab. Manag., vol. 24, no. 3, pp. 294–311, 2007.

M. Kumar, J. Antony, F. J. Antony, and C. N. Madu, “Winning customer loyalty in an automotive company through Six Sigma: a case study,” Qual. Reliab. Eng. Int., vol. 23, no. 7, pp. 849–866, 2007.

H. P. Rakasiwi and H. Haryono, “Analisis Six Sigma Pada Produk Casing Pompa Sebagai Metode Perbaikan Kualitas (Studi Kasus: PT. Zenith Allmart Precisindo),” J. Sains dan Seni ITS, vol. 3, no. 2, pp. D67–D72, 2014.

S. Supriyadi, G. Ramayanti, and Y. Aditia, “Analisa Kualitas Precious Slag Ball dengan Pendekatan Six Sigma,” in Proceedings Seminar Ilmiah Nasional, 2017, pp. 45–58.

T. C. Hendradi, “Statistik six sigma dengan Minitab,” Pandu. Cerdas Inisiat. Kualitas. Yogyakarta ANDI OFFSET, 2012.

Article Metrics

Abstract view : 42 times| PDF : 15 times


  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Jurnal Sistem dan Manajemen Industri Indexed and Journal List Title by:





Jurnal Sistem dan Manajemen Industri  

analytics My Stats