MATEC Web Conf.
Volume 104, 20172017 2nd International Conference on Mechanical, Manufacturing, Modeling and Mechatronics (IC4M 2017) – 2017 2nd International Conference on Design, Engineering and Science (ICDES 2017)
|Number of page(s)||6|
|Section||Chapter 3: Design of Engineering and Science|
|Published online||14 April 2017|
Service Redesign Using Factor Analysis, TRIZ, and Service Blueprint (Case study on Garuda Indonesia’s sales and service office at Senayan City)
Industrial Engineering Department, Faculty of Engineering, Universitas Indonesia, Depok, Indonesia
Indonesia is a country that has potential to be the one of the biggest airline industry. This potential leads the competition in airline industrymore aggressive. Garuda Indonesia as the leading airline must maintains its position as a leader in Indonesian airline industry. To maintain its position, Garuda Indonesia has repaired all of its aspects, one of them is service. The most important service area that give the most complete facilities to customers and contributions to Garuda Indonesia, is sales and service office (SSO). This research is trying to suggest recommendations of service redesign on Garuda Indonesia’s SSO in order to create better customer satisfaction. This research uses factor analysis to analyze the factors that contribute to the customer preferences. The result shows the duration of service delivery, facilities in waiting area and frontliner’s competencies are the major factors that contribute to the failure points in sales and service office. In the next stage, the TRIZ contradiction analysis is used resulting twelve inventive principles. Furthermore, new service design of Indonesia airline’s sales and service office is proposed following the principles generated in TRIZ through service blueprint.
© The Authors, published by EDP Sciences, 2017
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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