Proceedings of the 1st International Conference on Social, Science, and Technology, ICSST 2021, 25 November 2021, Tangerang, Indonesia

Research Article

Quality 4.0 Implementation to Reduce Customer Complaints on Plastic Packaging Products in the Manufacturing Industry

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  • @INPROCEEDINGS{10.4108/eai.25-11-2021.2318844,
        author={Saiful  Hendra and Ahmad Mico Wahono and Indra  Setiawan and Humiras Hardi Purba},
        title={Quality 4.0 Implementation to Reduce Customer Complaints on Plastic Packaging Products in the Manufacturing Industry},
        proceedings={Proceedings of the 1st International Conference on Social, Science, and Technology, ICSST 2021, 25 November 2021, Tangerang, Indonesia},
        publisher={EAI},
        proceedings_a={ICSST},
        year={2022},
        month={7},
        keywords={dashboard; digitalization; packaging plastic; quality 40},
        doi={10.4108/eai.25-11-2021.2318844}
    }
    
  • Saiful Hendra
    Ahmad Mico Wahono
    Indra Setiawan
    Humiras Hardi Purba
    Year: 2022
    Quality 4.0 Implementation to Reduce Customer Complaints on Plastic Packaging Products in the Manufacturing Industry
    ICSST
    EAI
    DOI: 10.4108/eai.25-11-2021.2318844
Saiful Hendra1,*, Ahmad Mico Wahono1, Indra Setiawan1, Humiras Hardi Purba1
  • 1: Master of Industrial Engineering, Universitas Mercu Buana, Jl. Meruya Selatan No.1 Kembangan, Jakarta 11650, Indonesia
*Contact email: mba038th@gmail.com

Abstract

The industrial revolution 4.0 is currently a topic that is often discussed in the industrial world. Presentation of data that can be accessed quickly makes everyone must immediately respond to any changes that occur in their work area. Quality 4.0 is in line with the development of industrial digitization by using advanced technology to improve the quality of manufacturing and services. In the midst of very tight competition, especially in the plastic packaging industry, every company must be able to innovate in its production process and must be able to reduce customer complaints. The purpose of this study is to apply industrial technology 4.0 in the quality sector to reduce customer complaints. The method used is Quality 4.0. The application of Quality 4.0 can identify several factors that cause product packaging not to suit customer desires. Inappropriate product appearance and function can be corrected by implementing Quality 4.0 with a clean room and strict process control. The research results can reduce customer complaints by 44% in 2020 and 27% in 2021.