Improvement of Service Quality for Customer Satisfaction with Lean Six Sigma Method and Development Quality Function Deployment. Case: Telecommunication Company in Indonesia

Abstract

Growth of tight competition in the telecommunication industry and digital era, the
company should focus on any aspects in the whole organization, especially on customer
engagement & operation and strategy development in order to manage and maintain a
good journey and experience to the end customer. Company strategy to achieve better
quality for service and customer satisfaction, the company should refer to the customer’s
expectation and develop a new strategy. The Six Sigma method and the Quality Function
Deployment (QFD) method will provide a systematic technique used to process and
translate the voice of customer (VOC) into a main concern of service quality for the
customer perceived value and behavior intention. The aim of this research is to increase
the customer satisfaction and loyalty inside the service quality based on level of
importance from VOC that translate to House of Quality (HOQ) by using the Six Sigma
method and the QFD method. VOC and QFD generated important parameter for support
company's strategy. There are 10 main attributes of service quality and 30 voice of
customer. Results of this research suggests that the most important attribute must be
improved and increased in order for the service quality to comply with customer
satisfaction.