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In an era of increasingly fierce competition in the energy sector, companies are required to not only meet customer needs, but also to improve service quality and customer satisfaction in a sustainable manner. This study aims to analyze and improve the performance of the Marketing and Customer Service Division at PT XYZ by applying the 5W1H method and the Fishbone Diagram.  The study identified a number of factors that contributed to the division's low performance, including a lack of adequate training and decreased work motivation. Through in-depth analysis, this study provides strategic recommendations to improve the quality of training, the development of an integrated information system, and the establishment of clear service standards. The implementation of these recommendations is expected to improve productivity, service quality, and customer satisfaction, as well as strengthen the company's position in a competitive market.

PT. XYZ is an international company operating in the energy sector, especially oil and gas, with a focus on fabrication and construction activities for large-scale projects. One of the main production processes that is very influential is welding. To ensure welding quality, PT. XYZ uses the Non-Destructive Testing – Ultrasonic Testing (NDT-UT) method. However, during the inspection process, problems are often found in the form of rejects due to defects that do not meet welding quality standards. Some types of defects detected include LOF (Lack of Fusion), LOP (Lack of Penetration), and ESI (Excessive Spatter Inclusion). This research aims to determine the percentage of the most dominant welding defects, identify factors that cause defects, and provide recommendations for improvements to improve welding quality. The method used is Statistical Quality Control (SQC) with the help of tools such as check sheets, histograms, Pareto diagrams, scatter diagrams, control charts and fishbone diagrams. Based on the data collected, a LOF defect of 5,434 mm was found, an ESI defect of 1,990 mm, and an LOP defect of 1,030 mm. SQC analysis shows that the dominant defect is LOF with a percentage of 64%. The main causal factors come from methods, humans, machines and materials. Therefore, companies need to make improvements and developments to reduce product defects so that they can improve welding quality.

At this time the delay time that occurs on the DT-30T conveyance is 174 minutes and the DT-40T is 188 minutes. The biggest cause of delay time is the queue at the scales, namely on the DT-30T it is 80 minutes and the DT-40T is 85 minutes, thus causing actual productivity. The DT-30T was only 5.6 tons/hour and experienced a production loss of 0.4 tons/hour and the actual productivity of the DT-40T was only 6.9 tons/hour and experienced a production loss of 1.1 tons/hour. The aim of this research is to analyze the amount of delay time, production loss before and after improving the queue on the scales and how to reduce the queue time for scales on the DT-30T and DT-40T transportation equipment After processing the data, we obtain the Delay time on the DT-30T transport equipment after repairs the weighing queue is 33 minutes and the DT-40T is 28 minutes. The actual production of DT-30T after improvements to the weighing queue was 7 tons/hour and there was no production loss. Meanwhile, the actual production of the DT-40T after repairs was 9 tons/hour and there was no production loss.

Demand for additional electric power increases as electricity demand increases, but the process is often hampered by obstacles in the operational workflow. The main objective of this research is to analyze operational risks in kWh addition services using the Root Cause Analysis (RCA) method using the 5 Why technique and fishbone diagram. The RCA method equipped with a fishbone diagram will produce a mapping of the causes of operational risk obstacles in the PT XYZ kWh addition service in a structured manner. In the process, the author identifies and analyzes the various risks faced, and proposes improvements aimed at improving service quality. Based on the results of the research analysis, there are two operational risks related to kWh addition, namely: the migration process of postpaid kWh meters to prepaid meters and the use of electricity by customers who exceed the contracted power. The conclusion shows that most of the operational risks come from customer behavior. Proposed improvements include increasing the frequency of inspections, proactive planning for power additions, and transparency of information to customers. The results of this report are expected to make a positive contribution to operational risk management at PT XYZ and improve customer satisfaction.

The problem faced by the Bmrsign Wallgallery company is that products are found that do not match the specifications set by the company. The types of product damage are wrong size frames, broken frames, and uneven corners. To solve this problem, the SQC method is used to reduce the causes of defects in the product. The purpose of this method is to reduce the risk of damage to the product. The object studied was Bmrsign Wallgallery with a sample of 29 days. The use of the SQC method is accompanied by analysis tools in the form of control charts (p-charts), Pareto diagrams, cause and effect diagrams (fishbone). Based on the results of data analysis implementing the Statistical Quality Control (SQC) method using the P-Chart control map, the largest value of the Upper Control Limit (UCL) can be shown as 0.272, while the Lower Control Limit (LCL) is -0.013. The results show that the number of defective products during the frame making process is still within normal control limits. The analysis using the Pareto diagram shows that the types of frame defects are dominated by broken with a percentage of 35% or a total of 66 pcs, inappropriate size shapes as much as 33% or a total of 62 pcs, and uneven corners as much as 32% or a total of 60 pcs. Based on the results of the fishbone diagram analysis, defective products are caused by workers who are not focused, work standards are not adhered to, machine maintenance is not given attention, and there is a decrease in the quality of raw materials.

UD Sadewo Jagat is a company engaged in furniture production, this company provides sales of finished, semi-finished products and maintenance for various types of teak wood furniture. Finished products include tables, chairs, shelves and various other types of displays. However, in this study, we only analyzed defective products for wooden box table products because the production process of wooden box table products because the production process of wooden box tables experienced problems, namely the number of defects exceending 5% of the company’s standard provisions. The aim of this research is to analyze product quality control techniques using the Statistical Process Control method in reducing defective products, and to find out what factors cause defects in products produced by UD Sadewo Jagat. This research uses the Statistical Process Control (SPC) method, which is one of the analytical methods used to analyze the causes of defects that occur, both in terms of product quality and in terms of the quality of the production process. Quality control analysis is carried out using. The results of the check sheet analysis show an average of 9,6% product defects per month. From the results of the Pareto diagram, it can be seen that the highest level of defects is crack defects, with a total of 80 units or 44,94% of total product defects in 2023. Meanwhile, the results of the control chart that has been made can be seen that quality control is uncontrolled and not according to standards. From the results of the fishbone diagram, it is concluced that the factors causing product defects are human factors, materials, environment, and methods.

This research aims to analyze the risk of work accidents at PT Sermani Steel Corporation using the Failure Mode Effect Analysis (FMEA) method. This method is applied to identify potential hazards in the production process of zinc coated steel, such as hollow, C channel, and battens. Data were collected through questionnaires, observations, and interviews, then processed to calculate the Risk Priority Number (RPN). The results showed that the highest risk was found in zinc machine production activities, with an RPN value of 321.6, mainly related to the risk of being cut by products or product debris. Based on Pareto and Fishbone Diagram analysis, the main causes of accidents are human, machine, method, and environmental factors. The conclusions emphasize the importance of OHS training, installation of signs and indicator lights on machines, and close supervision to minimize the risk of accidents. The recommendations provided are expected to reduce work accidents by 38% of the total accidents that occur in the production area.

Pan Brothers Tbk is one of the garment companies that adopted garment production in the form of 3D VR (Virtual Reality) as a garment prototype in Indonesia. In the process of making 3D VR products, many defective products must be revised. The study aims to implement the Six Sigma method and suggest improvements to reduce defects in 3D VR garment products using the Six Sigma method with the stages of defining, measuring, analyzing, improving, and controlling. In the define stage, the identification of the production process using the SIPOC diagram and identifying the type of defect. In the measure stage, the DPMO and sigma value calculations are carried out. The most defects are fitting not balanced and properly with a DPMO value of 269619.2 and a sigma value of 2.11. In the analysis stage with a fishbone diagram shows the factors that cause defects, namely man, machine, material, method, and environment. In the improvement stage, suggestions for improvements are given to reduce defects in 3D VR garment products. In the control stage, quality control is carried out by conducting internal training, upskilling, creating inspection report forms, adding teams to the QC division, and adding SOPs for the 3D VR producing process.

The wooden shipyard in Bahari Village is a privately-owned facility that conducts maintenance, repair, and construction of new wooden ships. The vessels serviced at this shipyard range from 10 GT to 25 GT and are made from wood. The purpose of this research is to evaluate the management of the wooden shipyard in Bahari I Village, Sampolawa District, South Buton Regency. The methodology used is a survey method, and the data is analyzed using fishbone analysis followed by a descriptive approach. The results of this study indicate that the construction and repair processes of wooden ships in Bahari I Village are not efficient due to facilities that do not meet standards, with only 22% of the necessary conditions being fulfilled. The management of this wooden shipyard is still far from adequate because several aspects remain uncontrolled, such as the shipbuilding process not meeting expected targets, delays in the availability and delivery of raw materials, and the use of very basic tools and outdated technology.  

The high competition in the property industry requires companies to maintain high occupational safety and health (K3) standards. Data from the engineering division of PT Gaia Care International shows that in the period January-November 2023 there were 11 work accidents, with the majority being minor accidents and one fatal case. This study aims to identify potential risk hazards, analyze risk levels, and determine appropriate risk control measures.  The HIRARC method is used in three stages: Hazard Identification, Risk Assessment, and Risk Control. The results showed that there were various potential hazards such as electrocution, falling from stairs, and exposure to chemicals. The risk assessment classified 5 work activities as low risk, 43 as medium risk, and 2 as high risk and no extreme risk was found. Risk control efforts are carried out using fishbone diagrams and 5W+1H techniques to reduce or eliminate existing risks.  This research is expected to provide benefits for companies in reducing the number of work accidents and become a reference in implementing better OHS policies, as well as providing additional insight for readers regarding the importance of risk analysis in creating a safe and healthy work environment.    

Developments in the world of manufacturing industry are increasing, very tight industrial competition is encouraging industry to increase production effectiveness. PT. PAN Brothers is a manufacturing industry located in Boyolali, Central Java. PT. PAN Brothers produces clothing types such as jackets, coats, ski jackets, down jackets, tracksuits, travel pants and so on. During the production process, sewing machines have problems, namely machine damage. This research aims to analyze the effectiveness of sewing machine performance using the Overall Equipment Effectiveness (OEE) method and provide suggestions for improving the results of the Failure Mode and Effect Analysis (FMEA) method. The measurement uses the OEE method with three main components, namely availability rate, performance rate and quality rate to identify types of losses based on the six big losses. The average OEE value of 60% is still below world class standards with factors influencing the low OEE value. namely the performance rate, while the losses that affect the effectiveness value of the performance rate are Idling and minor stoppages losses with a value of 42%. By carrying out root cause analysis using a fishbone diagram, the root causes of low performance values ​​influenced by Idling and minor stoppage losses are known, namely machine factors, human factors, methods, materials and the environment. After identifying the problem and measuring the Risk Priority Number (RPN), suggestions for improvement were obtained including providing training to operators, to implement a preventive maintenance system, adding employees in the line balancing section and adding equipment to support machine repair facilities.      

Every company is obliged to carry out efficiency strategies in every business process in order to continue to exist in today's increasingly fierce competition. This research aims to determine the magnitude of the OEE value and the dominant factors from the six big losses analysis which is used as a proposal for improvements to the cutting machine at PT ABC. The method used is Availability Ratio, Performance Ratio and Rate of Product Quality as basic elements of Overall Equipment Effectiveness and Six Big Losses and analyzed using a fishbone diagram. Calculation results for the period September 2023 to February 2024 obtained an OEE value of 82.58% with the largest contributor to losses being the idling and minor stoppages and Reduce Speed ​​factors. To overcome this, it is necessary to increase skills in identifying and repairing machines, implementing clear standard operating procedures, operator skills in conveying information about machine damage, as well as standard material for parts used by machines.    

This study discusses the causes of leakage in cargo oil pumps, which play a crucial role in the discharge operation of tankers carrying oil, chemicals, and gas. Regular maintenance is essential to prevent damage that could hinder the ship's operations. The method used is descriptive qualitative, with data gathered from observations, interviews, documentation, and literature review. The analysis is conducted using Fishbone to identify the root causes of the problem. The results show that leakage occurs due to the misalignment of the pump shaft. This misalignment causes excessive vibration at high speeds, damaging components, especially the carbon seal face of the mechanical seal, leading to leakage of cargo. Preventive measures include regular and scheduled maintenance, proper lubrication, routine inspection while the pump is running, and alignment checks to ensure the shaft is straight. If any issues are found, repair or replacement with new parts is necessary to ensure the pump operates efficiently and the discharge process runs smoothly.

XYZ is a manufacturing company that produces Polypropylene Woven Bags (plastic sacks). This company uses a make to order production system. The aim of this research is to analyze the consequences of damaged products for plain white sacks and printed sacks in the cutting sawing division. The method used in this research is the seven tools method. From the seven tools analysis, namely the plain white BS sack type at 52% and the printed BS sack type at 48% and the most dominant was the plain white BS sack type with a number of defects of 2,333 pcs or 256.63 kg of sacks for 27 days in the cutting division. sawing. And from the results of the fishbone diagram, there are 5 main factors, namely: humans, machines, materials, methods and environment. The most dominant cause is the human factor. Operators who are less thorough and dexterous, operators who are less competent result in sacks being made that are not perfect, therefore quality control must be carried out on the product.    

CV Harico is a manufacturing company that produces briquetted charcoal final products. In this research, the company had problems with the quality of charcoal briquettes which did not meet standards, amounting to 12% of the production process, including slanted shapes, holes and cracks. In this research, problem solving is done by combining the Six Sigma and TRIZ methods to get suggestions for improvement. The Six Sigma method is an organized and systematic method, Six Sgma has 5 stages, which can be known as the DMAIC phase. Based on the calculation of the DPMO value and the calculation of the sigma value at the measurement stage, the average DPMO value for October 2023-November 2023 was 27219 with a sigma value of 3.43. Based on the identification results using the Fishbone Diagram method and the FMEA method, the largest defects were found in the slanted shape of the charcoal briquettes, these results were obtained from the factor with the highest RPN value that caused defects. Proposed improvements based on the TRIZ method analysis include providing training, carrying out periodic actions, making maintenance schedules, evaluating work processes, changing tools to reduce the occurrence of defects. The aim of this research is to analyze the problems that occur as well as efforts to control quality and reduce product defects in briquetted charcoal products.

PT. Diamondfit Garment Indonesia is a company operating in the apparel industry, especially intimates and swimware. One of the products is the Intimates fused bra. In the production process, many defects are still found. This research aims to propose quality improvements using the six sigma method starting from the define, measure, analyze, improve and control stages. At the define stage, the production process is identified using the SIPOC diagram and identification of the type of defect. At the Measure stage, the calculation stage is carried out: fusing delamination DPMO value 366405.6 with a sigma value 1.84, Wavy At Neckline & Armhole DPMO value 65274.15 with a sigma value 3.01, Molding Yellowish DPMO value 350739.8 with a sigma value 1, 88, Dirty Glue has a DPMO value of 26109.66 with a sigma value of 3.44, and Heat Seal Not Sticking has a DPMO value of 191470.8 with a sigma value of 2.37. As a result of the analysis, it was found that factors causing defects occurred using FMEA tools and fishbone diagrams, namely machine, manpower, material and method factors. In the improvement stage, improvements are made to the factors causing defects and in the control stage, supervision is carried out over the proposed improvements that have been made by creating SOPs.

Quality is an important factor in production, so companies must maintain the quality of their products in order to be able to compete in the market. One of them is PT. Swadaya Graha operates in the construction and fabrication services sector, working on several projects, one of which is pipe support. In pipe support fabrication there are problems during the production process. This problem is the presence of "scratch" defects on the surface of the material. The aim of the observations carried out is to minimize the occurrence of production process defects in pipe support fabrication. From the results of the analysis using a cause-and-effect diagram, there are 3 factors that cause defects. And improvement efforts to minimize defects using the 5W + 1H method.   Keywords: Cause-Effect Diagram, Defects, Scratch, 5W + 1H Method.