Abstract
Complaint is a signal that indicates important information directly by customers. Complaint will give valuable information to company to plan recovery strategies to maintain customer satisfaction and loyalty. Hence, electronic waste (E-waste) becomes a hot issue internationally, domestically and locally. There are many kind of regulations, strategy, methods or approach to minimize of E-waste. The goal of this research is design of house of reverse logistics (HRL) to understanding the customer needs and wants for reverse logistics (RL) implementation. This research adopted quality function deployment (QFD) method to construct the HRL. Differences among them are determination of the customer needs and wants. HRL insert five perspectives i.e. input, structure, process, output, and social and organization. In other hand, QFD only inserts consumer perspectives. The results showed the important factors of consumer dissatisfaction comes from: third-party services mechanism (20%), collaboration RL system (collection centers, recycling centers, disposal center; 10%), the standardization of servicing system (10%).
Highlights
Complaint is a signal that indicates important information directly by customers
The results showed the important factors of consumer dissatisfaction comes from: third-party services mechanism (20%), collaboration reverse logistics (RL) system (collection centers, recycling centers, disposal center; 10%), the standardization of servicing system (10%)
Adapun tiga customer needs and wants yang memiliki nilai kontribusi tertinggi antara lain: mekanisme integrasi dengan 3PL (third parties services) (20,29%), kolaborasi dengan para pelaku reverse logistics (RL) (collection center, recycle center, disposal center) (11,27%), standarisasi mekanisme servis produk (10,27%), dukungan teknologi dalam proses produksi (6,57%), dan sistem informasi manajemen untuk para pelaku RL (6,55%)
Summary
Complaint is a signal that indicates important information directly by customers. Complaint will give valuable information to company to plan recovery strategies to maintain customer satisfaction and loyalty. Tujuan dari penelitian ini desain house of reverse logistics (HRL) yang akan menampung semua keluhan konsumen terhadap produk atau jasa yang telah dirasakan oleh konsumen atas implementasi RL guna meminimasi limbah beracun dan E-waste. Perbedaan antara HRL dan HOQ ini adalah pada matriks WHATs. Dalam HRL, matriks WHATs akan diisi dengan customer requirements yang telah disesuaikan dengan persepsi dan harapan konsumen atas implementasi RL.
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