Increase service selling of formaldehyde products by implementing quality function deployment (QFD)

Document Type: Research Paper


1 Department of Industrial Engineering Mercubuana University, Jakarta, Indonesia.

2 Department of Industrial Engineering, Mercu Buana University, Jakarta, Indonesia.



The purpose of this research is to make the right design in improving the service of selling formaldehyde products in the Chemical Industry according to customer requirements by implementing Quality Function Deployment. Complying on customer satisfaction is important in the competitive global market, which can be realized by innovation and quality fulfillment. Innovation and quality are not only about fulfilling product specifications, but also whether the product is marketable. Furthermore, as the show of average sales formaldehyde product in the last 3 years is 71.6% of a target whereas the formaldehyde market share is very large. It is important to develop sales services of products to meet customer needs. Quality Function Deployment (QFD) is a tool that can translate the customer needs to obtain a technical response in complying with the customer’s satisfaction. Method of this research uses customer satisfaction survey form, the data was collected through a field survey with questionnaires. The market survey generates 9 critical points of the services in selling products. House of quality (HOQ) was developed and analyzed to describe the relationship between customer expectations and technical responses. The overall analysis suggests three priorities of technical responses of a design concept to take into account in the service development. Priority as an action plan is additional hunting line for customer - Marketing and Sales (23%), provide schedule regular meeting with customer - include related department (15%), and shipment schedule to increase On-Time Delivery (OTD) from 80% to 95% through collaborating with external transportation company (14%). Finally, Quality Function Deployment (QFD) is implementing for increasing sales formaldehyde products through customer satisfaction.


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