From Receiving to Experience: Unveiling the Relationship Between the Receiving Management Process and User Satisfaction
DOI:
https://doi.org/10.55927/wakatobi.v4i1.69Keywords:
Six Sigma, Receiving Management, User Satisfaction, HotelAbstract
Efficient supply chain management, particularly the receiving function, is vital for hotel operations, ensuring supply availability and quality. This research evaluated The Stones Hotel Legian Bali's receiving process to assess its link with user satisfaction and propose improvements. Using a qualitative Six Sigma (DMAIC) approach, data was gathered via observations and interviews. Findings revealed suboptimal receiving performance, including issues with quality/quantity and PO discrepancies, causing user dissatisfaction. Root causes identified were procedural non-compliance and weak internal coordination. Solutions include improved checking, enhanced follow-up, optimized distribution, and efficient data input. Sustained improvements involve SOP updates, continuous training, and KPI monitoring. Implementation aims to reduce defect rates and significantly boost user satisfaction.
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