https://jurnal.untag-sby.ac.id/index.php/HEURISTIC/issue/feed 2025-05-13T05:56:25+00:00 Herlina herlina@untag-sby.ac.id Open Journal Systems <p>Heuristic: Jurnal Heuristic (Heuristic Journal) is a peer-reviewed journal, published by Industrial Engineering Department, Faculty of Engineering Universitas 17 Agustus 1945 Surabaya. Heuristic Journal was first published in 2003. At first, this journal was published twice a year. Starting in 2014 this journal is only published semiannually, in April and October. This journal gives readers access to download journal entries in pdf file format. Heuristic Journal is created as a means of holistic and dissemination for researchers to publish research articles. The Heuristic Journal only accepts articles related to the topic of industrial engineering study. The Heuristic Journal is available in both print and online. The language used in this journal is Indonesian.</p> https://jurnal.untag-sby.ac.id/index.php/HEURISTIC/article/view/12639 2025-05-13T05:32:23+00:00 Abdan Syaker asyaker02@gmail.com Isna Nugraha 21032010051@student.upnjatim.ac.id

PT XYZ is a wheat flour producer that faces high challenges in the effectiveness of the wheat transfer machine in the Jetty Operation Section. This study aims to analyze machine performance using the Overall Equipment Effectiveness (OEE) and Root Cause Analysis (RCA) methods. The results showed the OEE values of Hartman I, Hartman II, and Neuro machines were 93% each, which is classified as normal according to the Japan Institute of Plant Maintenance, but can still be improved. Measurement of the six big losses identified Reduced Speed Losses as the main factor, 1.93% for Hartman I and Hartman II respectively, and Idle and Minor Stoppages Losses at 1.37%. The final stage using RCA provides improvement suggestions based on human, method, material, machine, and environmental factors. These recommendations are expected to increase machine effectiveness and support smooth production in the Jetty Operation Section.

2025-05-13T03:54:33+00:00 ##submission.copyrightStatement## https://jurnal.untag-sby.ac.id/index.php/HEURISTIC/article/view/12761 2025-05-13T05:29:35+00:00 Ar'Rafi Dhani Pratama 20106054@ittelkom-pwt.ac.id Halim Qista Karima halim@ittelkom-pwt.ac.id Fauzan Romadlon fauzanro@telkomuniversity.ac.id Rosita Dewi Permatasari 21106059@ittelkom-pwt.ac.id

According to data from the Indonesian Statistics Agency, the number of PDAM users in Banyumas Regency in 2023 was 52.5%. Good PDAM service can be seen from customer satisfaction with the performance of PDAM Tirta Satria Banyumas Regency. Many customers have complained about PDAM Tirta Satria, which means that the customer is less satisfied with the provided services. It is necessary to improve performance. However, to increase customer satisfaction, the services provided by PDAM Tirta Satria still need to be addressed, such as services that are not fast and precise, as well as various other indicators. This can be seen from the number of gaps calculated using the Servqual method, and the Cartesian diagram shows the main priority to be improved. According to the data agency, this study aims to measure customer satisfaction with the services and performance that PDAM Tirta Satria Banyumas has carried out. The method used is quantitative, with 204 respondents being various PDAM Tirta Satria Banyumas Regency customers. The data were analyzed using reliability and validity tests to prove that the data used were valid and reliable. The results showed that five dimensions need improvement: responsiveness, empathy, assurance, communication, and physical evidence. There needs to be an improvement in the quality of customer service through staff training and providing communication channels to improve the customer complaint handling system to be more responsive and timely.

2025-05-13T03:57:20+00:00 ##submission.copyrightStatement## https://jurnal.untag-sby.ac.id/index.php/HEURISTIC/article/view/12985 2025-05-13T05:39:39+00:00 Ulul Azmi azmi.ulul2121@gmail.com Farida Pulansari 21032010047@student.upnjatim.ac.id

Customer satisfaction plays an important role in today's competitive business era, where a deep understanding of customer satisfaction provides valuable information for business development. A deep understanding of how satisfied customers are with the services provided is a strategic aspect that allows companies to adapt and grow. In this study, PT. X was chosen as the subject of the case study because of its strong reputation in the travel industry. This study aims to evaluate the level of customer satisfaction at PT. X using one of the methods to measure customer satisfaction, namely the Net Promoter Score (NPS) method. The Net Promoter Score method is a relevant tool in measuring variables related to customer satisfaction. The results of data analysis from five questions in the questionnaire showed an average NPS score of 58.3 which reflects a high level of customer satisfaction. Therefore, PT. X can continue to focus on services to improve customer satisfaction sustainably. The increase in customers who are included in the passive and detractor categories is also a potential focus for further development. The conclusion of this study is expected to provide valuable knowledge for companies in their efforts to improve customer satisfaction through an effective and measurable approach.

2025-05-13T03:59:32+00:00 ##submission.copyrightStatement## https://jurnal.untag-sby.ac.id/index.php/HEURISTIC/article/view/12991 2025-05-13T05:43:16+00:00 Michael Aria Irawan michaelaria23@gmail.com Farida Pulansari michaelaria23@gmail.com

The tighter the competition between companies in gaining market access, the more companies compete to implement market transformation strategies. A business generally has the same main goal, which is to achieve optimal profits based on business growth in the long run. But besides that, the company must be able to maintain the quality of the products it produces or improve the quality of the products it produces, both in the form of services and goods. In this research PT XYZ is a company engaged in packaging manufacturing, including food and paint. The main purpose of this study is to find the Risk Priority Number (RPN) and Criticality Point using the FMECA method. FMECA aims to analyze the potential risks that can arise in tools, processes and systems. The results of the analysis of the RPN results and criticality points that there are 5 priority failure modes, namely the accumulation of too many production goods, the assemble control tool does not work, the raw materials hit each other, the raw materials suffer physical damage, and the machine often jams due to a lot of dust. The conclusion of this study is that the company can make improvements to its production process in an effort to improve the quality of its canned products through the details of improvements that have been determined.

2025-05-13T04:01:49+00:00 ##submission.copyrightStatement## https://jurnal.untag-sby.ac.id/index.php/HEURISTIC/article/view/131830 2025-05-13T05:51:13+00:00 I Made Ronyastra ronyastra@staff.ubaya.ac.id

Lobster (Panulirus spp.) aquaculture holds significant economic potential for coastal Indonesia, including Situbondo, East Java, relying heavily on wild puerulus harvest. However, developing sustainable cultivation and trading ventures faces considerable financial uncertainties due to biological, market, operational, and policy risks. This study assesses the economic feasibility and identifies key financial risks for lobster cultivation and puerulus trading in Situbondo. An integrated framework combining financial analysis with Monte Carlo Simulation for risk assessment was used, utilizing primary data and secondary sources. Probabilistic analysis identified key risk factors impacting profitability through sensitivity analysis. The financial modelling and analysis resulted positive valuation for both trading (48 billion rupiah NPV, B/C ratio 1.12) and cultivation (0.99 billion rupiah NPV, B/C ratio 1.52). The risk analysis identified 4 main risk factors: selling price, survival rate, exchange rate, and interest rate. Ultimately, this risk-integrated feasibility assessment provides crucial insights for investors, farmers, and policymakers, supporting informed decisions for sustainable lobster aquaculture development in Situbondo.

2025-05-13T04:04:32+00:00 ##submission.copyrightStatement## https://jurnal.untag-sby.ac.id/index.php/HEURISTIC/article/view/13121 2025-05-13T05:56:25+00:00 Naufal Ardi Hamzah dini_retnowati@dosen.umaha.ac.id Dini Retnowati dini_retnowati@dosen.umaha.ac.id Dony Perdana dini_retnowati@dosen.umaha.ac.id

This study aims to analyze quality control in the production process of TRC 1 yarn at PT. SA by implementing the Six Sigma approach. The TRC 1 product exhibits a defect (reject) rate of 4.1%, which significantly exceeds the company's standard of 1%. The research adopts the DMAIC method (Define–Measure–Analyze–Improve–Control). The measurement phase involves the creation of histograms, both attribute and variable control charts, and the calculation of DPMO and Cp. The results indicate that the process is statistically unstable, with a sigma level 2.2 and a DPMO of 245,000. The process capability index (Cpk) of 0.503 demonstrates that the process is incapable. Root Cause Analysis (RCA) and Failure Mode and Effect Analysis (FMEA) identified the primary causes as the absence of measuring instruments for raw material composition and the lack of a standard operating procedure (SOP) for machine inspections. The improvement phase was carried out using the 5W1H approach, resulting in solutions such as developing measurement tools, nozzle labeling, and issuing operational memos. After four months of implementation, the defect rate decreased to 3.24%. Although improvements were observed, the result still exceeds the company's target, indicating the need for continuous process control. This study contributes to applying Six Sigma for quality improvement in the integrated textile industry.

2025-05-13T04:07:40+00:00 ##submission.copyrightStatement##