PENANGANAN KELUHAN PELANGGAN TERHADAP PRODUK CACAT PADA PT. INDACO COATINGS INDUSTRY KARANGANYAR

WIDODO, HADI (2015) PENANGANAN KELUHAN PELANGGAN TERHADAP PRODUK CACAT PADA PT. INDACO COATINGS INDUSTRY KARANGANYAR. Other thesis, Universitas Sebelas Maret .

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    Abstract

    The product quality is very important given the tight idustry competition. Good quality products can reduce the level of defect product of company. The defects product could lead the emergence of customer complaints. Customers compalints that arise should be addressed considering the customers complaints affect the company’s image. The good complaints handling was required to handle customer complaints coming into the company. The research was conducted in PT. Indaco coatings industry was engaged in the paints industry. The study was conducted on 19 January to 14 February 2015. The study will address customer complaints which appeared in December 2015. The study purposed were determined the factors tht lead to customer complaints and how the company is responding to customer complaints. In this study, researcher was analyzed the compalin in December. The results were obtained from this study that the most complaints arise is broken packaging, packaging ruptured cause by the long delivery process so that the company is difficult to control the delivery process. Leghtly delivery process occurs due the product marketing was spread over indonesia area. If broke packaging, company was replaced with the new products and broken products were withdrawn by the company. The new product replacement must go through the procedure of customers complaints that have been made by the company. During these times, companies is pay less for attentiton to the products delivery that use the expedition services, delivery control is indispensable in order to reduce the number of defect good. The selection of alternatives of good expedition services useful to reduce the number of defect goods, and also maintenance of production machine should be done regulary. Keywords: analysis of customers complaints, defects product

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > D3 - Manajemen Bisnis
    Depositing User: Afifah Nur Laili
    Date Deposited: 27 Nov 2015 09:46
    Last Modified: 27 Nov 2015 09:46
    URI: https://eprints.uns.ac.id/id/eprint/22021

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