ANALISIS PERANCANGAN PERBAIKAN KUALITAS LAYANAN DAN BEBAN KERJA REPARASI APPAREL SEPATU MENGGUNAKAN METODE SERVAQUAL (SERVICE QUALITY) DAN WLA (WORK LOAD ANALYSIS)
DOI:
https://doi.org/10.61722/jirs.v2i1.3648Keywords:
Quality, Productivity, WLA, SERVQUALAbstract
Max Cleaning adalah UMKM yang bergerak di bidang jasa pencucian dan reparasi apparel mengalami permasalahan pada kualitas pelayanan dan produktivitas yang mengakibatkan terjadinya tida tepat waktu. Untuk meningkatkan performa, Max Cleaning menggunakan metode SERVQUAL untuk meningkatkan kualitas pelayanan dan metode WLA untuk mengurangi beban kerja karyawan. Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan berdasarkan lima dimensi SERVQUAL: tangibles, reliability, responsiveness, assurance, dan empathy, serta untuk mengurangi beban kerja karyawan. Terdapat berbagai elemen kerja di unit washing dan repairing, termasuk penerimaan barang, klasifikasi material, proses cuci, reparasi, dan pengecekan kualitas. Hasil penelitian menunjukkan bahwa meskipun pelayanan sudah mendekati ekspektasi pelanggan, ada kekurangan pada dimensi tangibles dan responsiveness yang perlu diperbaiki. Secara keseluruhan, pelayanan UMKM ini sudah memenuhi harapan pelanggan. Namun, perhitungan beban kerja menunjukkan bahwa pekerja di unit washing dan repairing mengalami overload, dengan beban kerja yang melebihi kapasitas efisien. Oleh karena itu, disarankan untuk menambah jumlah pekerja atau melakukan redistribusi tugas untuk mengurangi beban kerja yang berlebihan dan meningkatkan efisiensi operasional.
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