Performance Improvement Modelling (Case Study: Micro and Small Enterprise)

The objective of this study is to model performance improvement of Micro and Small Enterprise (MSE) which produce snack. Analysis units are MSE located in Lampung Province of Indonesia. On this research, performance improvement model was built by 3 sub models, i.e. (1) customer needs and technical responses identification, (2) customer need's importance, correlation among technical characteristics, and correlation between customer need's importance with technical characteristics, (3) defining priority and recommend on performance improvement. OWA Operators is used to identify technical responses, relationship between each element of their technical response and each customer need. Quality Function Deployment (QED) was used to improve MSE's performance priority and recommendation. To determine the technical correlation, relationship between customer needs and technical responses, and the absolute importance value, we used expert interview method and OWA Operators technique. Result shows that the most important to be improved is on creating new product. Improvement recommendations are transferability raising, replication, workforce capability and motivation, as well as workforce deployment.