Measurement of quality of certification services to reduce wastage of non value added activity (journal review)

Abstract

Increasing consumer needs that are consumptive causes the service industry, especially in the field of certification, to guarantee a product begins to experience many requests related to the legality of a product with high demand related to the guarantee of a product both at home and abroad. Hope in this system the certification process should be faster, easier, transparent and flexible. The fact that certification services are still often having problems with the number of complaints from customers submitting certification because the length of the certification process is still far from the standard set by the company. Factors that often cause a service failure due to a service experiencing waste such as delays, duplication, unnecessary movements, unclear communication, wrong inventory, error, and lost opportunities. The cause of the length of the certification process was due to many activities carried out repeatedly due to the absence of standards in the assessment of prospective customers and lack of training for employees. Several approaches are explained in this paper as a proposal to design a process flow to eliminate waste in a process that does not provide added value (non value added activity), especially in the service industry.