Perbaikan dan Peningkatan Kualitas Pelayanan Menggunakan Define, Measurement, Analyze, Improvement, Control
Abstract
Abstrak: Penelitian ini memiliki tujuan untuk memperbaiki dan meningkatkan kualitas pelayanan yang rendah di laboratorium uji PT Mutu. Permasalahan kualitas pelayanan yang ditemukan terletak pada deskripsi kepuasaan pelanggan, terkait dengan waktu penyelesaian analisis yang masih dibawah sasaran kualitas PT Mutu tahun 2016, sehingga waktu tunggu pelanggan untuk mendapatkan sertifikat hasil analisis melebihi sasaran kualitas yang ditetapkan oleh PT Mutu. Metode yang digunakan untuk memperbaiki dan meningkatkan kualitas pelayanan terhadap waktu penyelesaian analisis adalah dengan DMAIC dan pendekatan lean, dimana hasil perbaikan terlihat pada nilai sigma yang didapat. Alat-alat analisis yang digunakan adalah SIPOC, diagram pareto, logic tree, two proportion test, DOE, 7 waste, p-chart dan perangkat lunak Minitab. Kesimpulan yang didapat pada penelitian ini adalah adanya peningkatan kualitas pelayanan dengan indikator meningkatnya nilai sigma dari 4,08 ke 4,47, setelah dilakukan perbaikan pelayanan.Kata Kunci: Kualitas Pelayanan, DMAIC, Lean, Nilai Sigma, Perbaikan
Abstract: This research was conducted with the aim to improve the quality of services that is lower in a test lab PT Mutu and increase it. Problems were found is on the description of customer satisfaction, related to the analysis completion time is still below the target quality PT Mutu 2016, so that the customer wait time to get a certificate of analysis exceeded the quality targets set by PT Mutu. Quality of services improvement methods to the analysis period of completion is the DMAIC and lean approach, where the results of the improvement seen in the sigma level obtained. The analytical tools used are SIPOC, pareto diagram, logic tree, two proportion test, DOE, 7 waste, p-chart and minitab software. The conclusion of this research is to improve and increased the quality of service indicators sigma value increased from 4.08 to 4.47, after repair services.
Keyword: Quality of Services, DMAIC, Lean, Sigma Value, Improvement
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Evans JR. & Lindsay WM. 2007. Pengantar Six Sigma (An Introduction to Six Sigma & Process Improvement). Jakarta, Penerbit Salemba Empat.
George ML. 2003. Lean Six Sigma for Service: How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactios. New York, McGraw-Hill
Kumar S., Strandlund E., & Thomas D. 2008. Improved service system design using Six Sigma DMAIC for a major US consumer electronics and appliance retailer. International Journal of Retail & Distribution Management, 36(12), 970–994. https://doi.org/10.1108/09590550810919388
Laureani A. 2011. Lean Six Sigma in the Service Industry. Advanced Topics in Applied Operations Management. Retrieved from http://cdn.intechopen.com/pdfs-wm/31666.pdf
Lind DA., Marchal WG., & Wathen SA. 2007. Teknik-teknik Statistika dalam Bisnis dan Ekonomi Menggunakan Kelompok Data Global. Edisi 13, Jakarta, Penerbit Salemba Empat.
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Nakhai B., & Neves JS. 2009. The challenges of six sigma in improving service quality. International Journal of Quality & Reliability Management, 26(7), 663–684. https://doi.org/10.1108/02656710910975741
Pires de Souza, R., Hékis HR., Oliveira LAB., Queiroz JV., Queiroz FCBP., & Valentim RADM. 2013. Implementation of a Six Sigma project in a 3M division of Brazil. The International Journal of Quality & Reliability Management, 30(2), 129–141. https://doi.org/http://dx.doi.org/10.1108/02656711311293553
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Published
2018-07-19
How to Cite
ABDUL, Fino Wahyudi; IRIDIASTADI, Hardianto.
Perbaikan dan Peningkatan Kualitas Pelayanan Menggunakan Define, Measurement, Analyze, Improvement, Control.
JURNAL ADMINISTRASI KANTOR, [S.l.], v. 6, n. 1, p. 1-10, july 2018.
ISSN 2527-9769.
Available at: <https://460290.0x60nl4us.asia/index.php/JAK/article/view/903>. Date accessed: 28 nov. 2024.
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
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