Analisis Proses Bisnis Penerbitan Sertifikat Pelayanan Jasa Kalibrasi Alat Kesehatan Di PT X

Bintari, Aviliana Kusuma (2023) Analisis Proses Bisnis Penerbitan Sertifikat Pelayanan Jasa Kalibrasi Alat Kesehatan Di PT X. Masters thesis, Institut Teknologi Sepuluh November.

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Abstract

Dalam mewujudkan pelayanan kesehatan yang aman dan bermutu, alat kesehatan perlu dikalibrasi secara berkala agar terjamin hasil pengukurannya sesuai dengan standar nasional maupun internasional. Hal ini diatur pada PERMENKES 54 tahun 2015 “Alat Kesehatan yang digunakan di Fasilitas Pelayanan Kesehatan dan Fasilitas Kesehatan harus dilakukan uji dan kalibrasi secara berkala oleh Balai Pengujian Fasilitas Kesehatan atau Institusi Pengujian Fasilitas Kesehatan”. Untuk memenuhi permintaan yang tinggi dibutuhkan kecepatan dalam pelayanan kalibrasi alat kesehatan. Sesuai data hasil rekapitulasi umpan balik tahun 2022, 55,2% pelanggan menyatakan tidak puas dengan pelayanan jasa penerbitan
sertifikat kalibrasi alat kesehatan yang dapat mempengaruhi minat pelanggan untuk menggunakan ulang jasa kalibrasi di PT X. Tujuan dari penelitian ini adalah untuk menganalisis proses bisnis dengan beberapa metode sehingga akan diketahui
penyebab permasalahanan yang timbul dan memberikan solusi alternative untuk perbaikan. Metode penelitian menggunakan teknik Value Adding Analysis untuk mengidentifikasi proses bisnis, Root Cause Analysis untuk menganalisis faktorfaktor potensi akar penyebab masalah, Issue Register dan Sistem Monitoring Dasboard (SIMOD) untuk merumuskan rekomendasi perbaikan dan mensimulasikan proses bisnis yang baru. Pada Value Adding Analysis terdapat 4 aktivitas yang dapat dihilangkan. Pada Root Cause Analysis terdapat faktor-faktor
penyebab permasalahan proses bisnis di PTX. Issue Register dan Sistem Monitoring Dasboard (SIMOD) dengan Process Mining didapatkan waktu ratarata penyelesaian proses penerbitan sertifikat yaitu 9,5 hari melebih SLA penerbitan sertifikat. Rekomendasi perbaikan proses bisnis penerbitan sertifikat kalibrasi di PT. X dengan memberlakukan sistem informasi dan sertifikat digital untuk mempermudah proses bisnis penerbitan sertifikat dan mempermudah transfer dokumen ke pelanggan sehingga perusahaan mempunyai proses bisnis yang lebih efisien dan dapat meningkatkan kepuasan pelanggan.

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In realizing safe and quality health services, medical devices need to be calibrated regularly so that the measurement results are guaranteed to comply with national and international standards. This is regulated in PERMENKES 54 of 2015 "Medical devices used in Health Service Facilities and Health Facilities must be tested and calibrated regularly by the Testing Center for Health Facilities or Health Facilities Testing Institutions". To meet the high demand, speed is needed in medical device calibration services. According to the 2022 feedback recapitulation data, 55.2% of customers stated that they were dissatisfied with the service for issuing medical device calibration certificates which could affect customer interest in reusing calibration services at PT X. The purpose of this study was to analyze business processes with several so that the method will identify the causes of
problems that arise and provide alternative solutions for improvement. The research method uses Value Adding Analysis techniques to identify business processes, Root Cause Analysis to analyze potential factors causing problems,
Issue Register and System Monitoring Dashboard (SIMOD) to formulate recommendations for improvement and simulate new business processes. In Value Adding Analysis there are 4 activities that can be eliminated. In Root Cause Analysis there are factors that cause business process problems in PTX. The Issue Register and System Monitoring Dashboard (SIMOD) with Process Mining obtain an average time for completion of the certificate issuance process, which is 9.5
days, more than the certificate issuance SLA. Recommendations for improving the process of issuing calibration certificates at PT X by implementing information
systems and digital certificates to simplify the process of issuing certificates and facilitate the transfer of documents to customers so that companies have more efficient business processes and can increase customer satisfaction.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Business Process Management, Sistem Monitoring Dasboard (SIMOD), Kalibrasi, Process Minning Business Process Management, Dashboard Monitoring System (SIMOD), Calibration, Process Minning
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD1393.25 Business enterprises
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User:	Aviliana Kusuma Bintari
Date Deposited:	05 Aug 2023 08:49
Last Modified:	05 Aug 2023 08:49
URI:	http://repository.its.ac.id/id/eprint/102532

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