Combination of Kaizen, Design Thinking Method, and Quality Function Deployment to Design Service Quality Improvement in TransJakarta
Abstract
To support the development of TransJakarta, it is necessary to make improvements and innovations in serving users so that they are more comfortable in using TransJakarta as a transport option. The results of the data in this study are organised into stages from a combination of Kaizen Culture, Design Thinking and Quality Function Deployment. Service improvements to TransJakarta are: TransJakarta bus stops are safe and comfortable if the concept of modern bus stops, ergonomic seating, and the location of bus stops is underground or on flyovers with the concept of independent routes without being mixed with public lanes. There is no accumulation of passengers in the bus because of the rules limiting bus capacity, adding fleets, and more flexible lines or adding new routes. Easy to charge BUMN or non BUMN payment cards. No sexual harassment due to bus capacity limitation rules. Easy to buy food and drinks. All bus stops are integrated with other public transport. Not too much transit. Buses do not experience congestion due to the addition of bus fleets and the location of bus stops underground or on flyovers with the concept of independent routes without mixing with public lines.
Keywords: Design, Kaizen, Improvement, Quality, Service
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