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Implementation of Six Sigma Concept to Improve Software Product Quality at XYZ Company International Journal of Recent Technology and Engineering (IJRTE) ISSN: 2277-3878, Volume-8 Issue-4, November 2019 Implementation of Six Sigma Concept to Improve Software Product Quality at XYZ Company Yuli Biena Octavius Ong, Sfenrianto must focus more on preparing systematic operational Abstract: Information technology is growing so rapidly that production processes that are effective and efficient in order many companies need software products to improve the efficiency to produce good software products quality that will increase and effectiveness of company operations. XYZ Company, which customer satisfaction and corporate value. manufactures various software products to meet market needs, is The company's XYZ software team that manufactures aware that there are deficiencies in the quality of its products. These deficiencies can reduce customer satisfaction and have a various software products is aware that there are deficiencies negative impact on the company. Therefore, we need a good in the quality of software products that will have a negative method to improve product quality. One method of quality impact on the company. Software products that still have improvement that is widely studied and applied by companies is defects (bugs) must be repaired again and take additional Six Sigma. Six Sigma is a method that focuses on improving time. In 2018, the XYZ company received many consumer product quality that will increase the effectiveness and efficiency complaints over the quality of the software products of all operational processes to meet satisfaction and customer needs using five stages of DMAIC namely Define, Measure, produced. This indicates that the software product does not Analyze, Improve, and Control. The results of using the Six Sigma meet consumer criteria and reduces the level of customer method is a continuous improvement program that is expected to satisfaction. This problem can be caused by various factors, assist companies in improving the quality of software products namely the process of analysis, design, develop, testing, and produced by utilizing information systems. In this research, we documentation. first formulate problems based on references from previous Product quality is an important parameter to increase studies, then design research sampling using the Six Sigma concept. Based on five stages of DMAIC, this research results customer satisfaction. Therefore, we need a good method to seven recommendations to be implemented to improve the quality improve product quality. One method of quality of software products at XYZ company. After all the improvement that is widely studied and applied by recommendations in this research are implemented, the estimated companies is Six Sigma. Six Sigma is a method that focuses sigma level of the quality software products increases by 0.46σ on improving product quality and increasing the (3.71σ to 4.17σ). effectiveness and efficiency of all operational processes to Keywords: Software Products, Six Sigma, Improving Product meet customer needs and satisfaction [1]. Quality, DMAIC. II. RESEARCH METHODOLOGY I. INTRODUCTION In this study, researchers first formulate problems based on Information technology in the globalization era is growing references from previous studies as a reference in providing rapidly so that there is a lot of market demand for software solutions to the problems discussed in this study, then design products to improve the efficiency and effectiveness of the research sampling using the Six Sigma concept. company's operations. Furthermore, many companies use information technology as a solution to develop their companies. This has led to the emergence of many new information technology companies to meet these market needs and create increasingly competitive business competition for existing companies that have been involved in the information technology industry. XYZ company which has long been engaged in the information technology industry began to think about ways to retain old customers and reach new customers, especially in the sale of software products. In the process of purchasing products by potential customers, potential customers of course expect good products quality. Therefore, companies Revised Manuscript Received on November 15, 2019. Fig. 1. Research Model Yuli Biena Octavius Ong, Information System Management Department, Bina Nusantara University, Jakarta, Indonesia. Email: [email protected] Sfenrianto, Information System Management Department, Bina Nusantara University, Jakarta, Indonesia. Email:[email protected] Published By: Retrieval Number: D6786118419/2019©BEIESP Blue Eyes Intelligence Engineering DOI:10.35940/ijrte.D6786.118419 1971 & Sciences Publication Implementation of Six Sigma Concept to Improve Software Product Quality at XYZ Company A. Collection Data Method Table- I: DMAIC Process [9] Data Collection is done to obtain information in this research. Process Description The following are the methods of data collection carried out: D Define – Define the problem . Primary data is data obtained from direct observations M Measure – Measuring the existing system and measurements. These data include sampling data Analyze – Analyze the system to identify the current A is used to calculate the sigma level of production of system performance or desired process and objectives software products, data from interviews with the I Improve – Improve the system software production team related to software product quality issues, and data on customer complaints for C Control – Control new system software products from March 2018 - February 2019. Secondary data is data obtained from indirect Based on the phases contained in the Six Sigma concept, this observations and measurements. These data include research was conducted to obtain results that can be used to Company profile data regarding history and policies improve the process of product processing to improve the issued by the company, data on work instructions and quality of software products at XYZ Company. process flow of software products production. D. Define Phase B. Quality The first phase of the Six Sigma methodology is define. This Quality is one of the factors considered by consumers in phase defines the problems that occur, determine the desired choosing a product or service [2]. The definition of quality improvement and identify what is important for customers basically has a broad scope of understanding depending on [10]. Some steps taken by the Six Sigma project the perspective of the party that defines it. The traditional implementation team are identifying problems that occur and definition of quality is based on the point of view that collecting data. products and services must meet user requirements. Some An important measurement tool that can be used for this definitions of quality according to quality experts [3]: phase is the Project Charter and SIPOC Diagram. Project . Deming (1986) states that the difficulty in defining charter is used to describe customer requirements, process quality is to translate the users' upcoming needs into a maps, and Voice of Customer (VOC) data. Examples of VOC measurable characteristic, so that a product can be data are complaints, surveys, comments, and market research designed and provide satisfaction with the price paid that represent the views and needs of the company's by the user customers [9]. The format of project charter varies greatly, . Crosby (1979) states that quality is conformity with but at least it must contain basic information about business demand or specification. cases, problem statements, project scope, project goals, . Juran (1974) states that quality is the worthy of use. project benefits, roles and timelines [11]. The SIPOC diagram (Suppliers, Inputs, Processes, Outputs, and Companies that focus on improving quality and productivity Customers) is used to provide a clear top-level picture of any will become superior companies. To become a superior process that needs to be improved. SIPOC diagrams visually company, management must find the right way to improve document the sequence of events needed to produce specific quality and productivity simultaneously. Increased results and gather important details about the beginning and productivity through quality will provide benefits because it end of a process [12]. SIPOC analysis includes the following can reduce rework and increase customer satisfaction [4] [11]: . Suppliers – includes the suppliers who provide input C. Six Sigma to the process. Six Sigma is defined as a systematic approach to strategic . Inputs – identify the input that will be used by a process improvement that relies heavily on statistical tools process to produce output. and scientific methods to reduce the level of product defects . Process – determine the sequence of existing determined by the customer [5]. Six Sigma can be considered processes or activities. as a business strategy that aims to reduce the cost of . Outputs – identify the output or results of the process producing products and services and create a significant that can be in the form of products/services that are of increase in customer satisfaction through the integration of value to the customer. statistical and business processes into an integrated model of . Customers – includes all customers who use outputs processes and improving the quality of products and services. from process results. In general, Six Sigma is a quality strategy that can be implemented as a quality improvement procedure [6]. The
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