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

^a hutami.nadya@ui.ac.id

Abstract

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.