ABSTRAKPerkembangan bisnis cafe yang semakin pesat, menuntut cafe agar selalu membuat inovasi dan konsep baru yang mampu menarik lebih banyak konsumen. Kunci utama dalam menarik konsumen selain inovasi dan konsep baru adalah kemampuan cafe untuk memberikan kepuasan kepada konsumen. Tujuan dari penelitian ini adalah menentukan atribut yang menjadi prioritas utama dan menentukan respon teknis yang menjadi target utama dalam usulan perbaikan pada cafe Right Time untuk meningkatkan kepuasan konsumen. Metode yang digunakan pada penelitian ini adalah metode fuzzy-servqual dan quality function deployment (QFD). Pengintegrasian logika fuzzy dan servqual bertujuan untuk mengurangi ambigu dari subjektivitas hasil metode servqual. Usulan perbaikan pada penelitian ini menggunakan metode QFD. Berdasarkan pengolahan data dengan metode fuzzy-servqual, atribut yang menjadi prioritas utama yaitu penyajian makanan dan minuman yang cepat serta tepat sesuai pesanan, kejelasan dan kewajaran harga yang ditawarkan, dan porsi penyajian makanan dan minuman yang konsisten. Pengolahan data menggunakan metode QFD menunjukkan respon teknis yang menjadi target utama dalam usulan perbaikan adalah membuat standar operasional prosedur pelayanan terhadap konsumen, mengadakan pelatihan komunikasi dan etika karyawan secara rutin, dan memperbaiki sarana dan prasarana ABSTRACTThe boost expansion of cafe business has currently required the innovation and provided a new concept which could attract and retain consumers. The purpose of this research is to determine the attributes that are main priorities and determine the technical responses of purposing improvements of customer satisfaction for cafe "Right Time". The method used in this research are fuzzy-servqual and Quality Function Deployment (QFD). Integration of fuzzy logic and servqual aim to reduce the ambiguous results of subjectivity servqual method. While the QFD was used to propose the café improvement. Based on fuzzy-servqual data processing, the attributes that are main priorities are presentation of the food and drinks were prompt and appropriate to order (-0.96), clarity and reasonability of the price offered and portion of the food and drink are consistent. Data processing using QFD showed technical response resulted that the creation of standard operating procedure of customer services, communication training, ethics for employee, improvement of facilities and infrastructure are the main target of development cafe business
The use of strategic planning can be an alternative solution to improve industrial performance. In small and medium scale industries especially in apple chips industries, strategic planning helps to know the current industry situation and the steps that must be taken to overcome the existing problems. This study aimed to develop an improvement strategies using Fuzzy Sequential Modeling (FSM) model. FSM model was consisted a SWOT analysis, Root Cause Analysis (RCA), Bolden's Taxonomy and fuzzy AHP. Based on SWOT analysis, the external factors of threats was the similar business competition and low purchasing power. RCA described the issues that needed to be fixed using Bolden's Taxonomy as the reference for determining the action plans and produce four OIA (Open Improvement Area) there are old technology machines and equipment, difficulty of enterprise development, ineffective marketing media and low market share. The strategic planning was determined using Fuzzy AHP based on OIA and ABC enterprise needs to improve the low market share and ineffective marketing strategy.
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