Track: Lean Six Sigma

Abstract

Companies' rapid development in Industry 4.0 and Society 5.0 is a significant challenge company faces in carrying out their business processes. Competitive market competition demands that companies have the proper segmentation and target market to satisfy them. Failure to capture the factors and technical specifications demanded by consumers significantly affects all business processes in a company. Today, consumers are looking for a standard product or service system and a product or service that can satisfy (delighter) them. Customer satisfaction must be the company's main focus to provide the proper technical specifications and become the company's superior compared to other companies. This study aims to evaluate and improve the service quality at Education Technology (EdTech) Startups using Kano Lean Six Sigma. This research will also review the effectiveness of Kano Lean Six Sigma in improving service quality at the startup company EdTech. This study uses the integration of Kano, Lean, and Six Sigma (KLSS) methods to capture customers' technical specification requests and improve process performance related to critical customer needs. The research method was carried out by conducting a literature study on Kano Lean Six Sigma and collecting data on the Startup EdTech (Education Technology) company's service quality. The service quality parameters assessed are the suitability of the program with customer needs, response time duration, clarity of information, website usability, and mentoring quality. The Kano method divides customer specifications into basic specifications, performance, and satisfaction (delighter). Additionally, Lean Six Sigma DMAIC (Design, Measure, Analyze, Improve, and Control) methods focus on minimizing or reducing waste and increase quality. The Integrated Kano Lean Six Sigma method is suitable for planning and improving a product or system service quality to make it more effective and efficient. Thus, Education Technology (EdTech) Startup company can provide special programs based on customer needs with optimal service quality.Companies' rapid development in Industry 4.0 and Society 5.0 is a significant challenge company faces in carrying out their business processes. Competitive market competition demands that companies have the proper segmentation and target market to satisfy them. Failure to capture the factors and technical specifications demanded by consumers significantly affects all business processes in a company. Today, consumers are looking for a standard product or service system and a product or service that can satisfy (delighter) them. Customer satisfaction must be the company's main focus to provide the proper technical specifications and become the company's superior compared to other companies. This study aims to evaluate and improve the service quality at EdTech (Education Technology) Startups using Kano Lean Six Sigma. This research will also review the effectiveness of Kano Lean Six Sigma in improving service quality at the startup company EdTech. This study uses the integration of Kano, Lean, and Six Sigma (KLSS) methods to capture customers' technical specification requests and improve process performance related to critical customer needs. The research method was carried out by conducting a literature study on Kano Lean Six Sigma and collecting data on the Startup EdTech (Education Technology) company's service quality. The service quality parameters assessed are the suitability of the program with customer needs, response time duration, clarity of information, website usability, and mentoring quality. The Kano method divides customer specifications into basic specifications, performance, and satisfaction (delighter). Additionally, Lean Six Sigma DMAIC (Design, Measure, Analyze, Improve, and Control) methods focus on minimizing or reducing waste and increase quality. The Integrated Kano Lean Six Sigma method is suitable for planning and improving a product or system service quality to make it more effective and efficient. Thus, EdTech (Education Technology) Startup company can provide special programs based on customer needs with optimal service quality.