Analisis dan Peningkatan Kualitas Layanan Listrik dengan Menggunakan Six Sigma dan Model Servqual pada Jaringan Listrik di Wilayah UP3 Surabaya Selatan

Pratama, Andika (2023) Analisis dan Peningkatan Kualitas Layanan Listrik dengan Menggunakan Six Sigma dan Model Servqual pada Jaringan Listrik di Wilayah UP3 Surabaya Selatan. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pelayanan listrik yang andal dan stabil merupakan hal yang cukup penting dan perlu terus diupayakan oleh perusahaan penyedia jasa layanan listrik di Indonesia yaitu PT. PLN (Persero). Terdapat beberapa permasalahan yang dihadapi oleh Unit Pelaksana Pelayanan Pelanggan (UP3) Surabaya Selatan, dimana jumlah terjadinya gangguan jaringan listrik pada wilayah tersebut merupakan tertinggi daripada wilayah lain, dan hasil monitor kinerja yang diperoleh menunjukkan bahwa wilayah Surabaya Selatan memiliki response time dan recovery time yang lebih lama daripada wilayah lain di Surabaya.Jenis gangguan yang mendominasi terhadap gangguan jaringan listrik sebesar 90.14% tahun 2021 dan 86.24% tahun 2022 yaitu gangguan penyulang, gangguan APP, dan gangguan kabel SR. Sedangkan dari penilaian tingkat kepuasan dan kepentingan, atribut kritis pada layanan gangguan dengan nilai gap negatif tertinggi yaitu Responsivines 3, Responsiviness 2, dan Tangible 1. Dari hasil penentuan variabel kritis dilakukan analisis akar permasalahan dari masing – masing variabel kritis menggunakan Root Cause Analysis. Kemudian dilakukan pembobotan terhadap tiap – tiap akar masalah, sehingga dapat dicari altrnatif usulan perbaikan. Alternatif yang dipilih akan dilakukan kombinasi untuk mencari alternatif solusi terbaik untuk diterapkan dengan pendekatan value engineering untuk perbaikan masalah gangguan jaringan listrik dengan mempertimbangkan performansi dan cost, serta rating performansi untuk perbaikan masalah layanan gangguan. Setelah dilakukan perbaikan gangguan jaringan listrik terjadi peningkatan sigma sebesar 0.27 untuk jenis gangguan penyulang, 0.16 untuk jenis gangguan APP, dan 0.15 untuk jenis gangguan kabel SR. Sedangkan perbaikan layanan gangguan terjadi peningkatan sigma sebesar 0,23 untuk atribut Responsiviness 3, 0.13 untuk atribut Responsiviness 2, dan 0.15 untuk atribut Tangible 1.
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Reliable and stable electricity service is quite important and needs to be continuously pursued by electricity service providers in Indonesia, namely PT. PLN (Persero). There are several problems faced by the South Surabaya Unit Pelaksana Pelayanan Pelanggan (UP3), where the number of power grid disturbances in that area is the highest compared to other regions, and the performance monitoring results obtained show that the South Surabaya region has a longer response time and recovery time compared to other regions in Surabaya. The types of disturbance that dominate the power grid disturbance by 90.14% in 2021 and 86.24% in 2022 are feeder disturbances, APP disturbances, and SR cable disturbances. Meanwhile, from the assessment of the level of satisfaction and importance, the critical attributes of service interruption with the highest negative gap values are Responsiveness 3, Responsiveness 2, and Tangible 1. From the results of determining the critical variables, a root cause analysis of each critical variable is carried out using Root Cause Analysis. Then weighting is carried out for each root of the problem, so that alternative suggestions for improvement can be sought. The selected alternatives will be combined to find the best alternative solution to be implemented with a value engineering approach to repair power grid disturbance problems by considering performance and cost, as well as performance ratings for repairing service interruption problems. After implementing the proposed improvements of electrical network disturbance, there was an increase in sigma of 0.27 for the type of feeder interference, 0.16 for the type of APP interference, and 0.15 for the type of SR cable interference. Meanwhile, the increase in service electrical disruption was in the form of an increase in sigma of 0.23 for the Responsiveness 3 attribute, 0.13 for the Responsiveness 2 attribute, and 0.15 for the Tangible 1 attribute.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Disturbance Service, Electrical Disturbance, Failure Mode and Effect Analysis (FMEA), Gangguan Listrik, Layanan Gangguan, Root Cause Analysis (RCA), Six Sigma, Service Quality
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Andika Pratama
Date Deposited:	03 Aug 2023 06:42
Last Modified:	03 Aug 2023 06:42
URI:	http://repository.its.ac.id/id/eprint/101502

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