Rahmasari, Sidha (2017) Perbaikan Kualitas Jasa Layanan Sertifikasi Verifikasi Legalitas Kayu Di PT ABC Dengan Metode Lean Service. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
PT. ABC yang merupakan perusahaan penyedia layanan jasa sertifikasi untuk perusahaan-perusahaan terutama untuk kayu dan produk yang terbuat dari kayu. Berdasarkan wawancara dan brainstorming dengan pihak manajemen perusahaan dan hasil analisa kualitas layanan jasa, permasalahan muncul ketika kebanyakan konsumen komplain terhadap lamanya waktu penerbitan sertifikat pada proses layanan jasa sertifikasi verifikasi legalitas kayu di PT ABC Surabaya. Permasalahan ini disebabkan oleh pemborosan (waste) dari non value added activity selama proses layanan tersebut berlangsung. Oleh karena itu, diperlukan metode yang dapat mengeliminasi pemborosan tersebut, salah satunya dengan pendekatan lean in service. Dengan pendekatan lean in service, perusahaan diharapkan mampu meningkatkan rasio nilai tambah (value added) terhadap pemborosan. Kondisi proses layanan SVLK yang ada digambarkan dengan Big Picture Mapping, Setelah itu, Kondisi tersebut dipetakan secara detail dengan value stream mapping melalui analisa hasil kuesioner seven waste.
Berdasarkan hasil kuesioner seven waste, pemborosan yang memiliki bobot tertinggi yaitu delays (25%) dan unclear communication/inapproriate processing (16%). Hasil skor dari kusioner tersebut dikonversikan kedalam matriks VALSAT, didapatkan mapping tool yang dominan yaitu Process Activity Mapping (40%). Hasil dari Process Activity Mapping dianalisa dengan root cause analysis dan cause effect diagram untuk mencari akar peyebab pemborosan (waste). Pada current state mapping, rata-rata waktu yang dibutuhkan dalam keseluruhan proses layanan adalah sebesar 167,05 hari terdiri dari 113,70 hari untuk value added, 22,33 hari untuk necessary non-value added dan sebesar 31,01 hari untuk non-value added. Sedangkan pada kondisi future state mapping setelah perbaikan adalah 31,26 hari terdiri dari 20,192 hari untuk value added dan 11,07 hari necessary non-value added. Sehingga, Lead Time proses layanan ini menjadi lebih singkat dari sebelum perbaikan, dari 167,05 hari menjadi 31,26 hari.
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PT. ABC is company that provide certification services for companies especially for wood and good from wood. Based on interview and brainstorming result with management of PT ABC and Service Quality Analysis result, problem come when most of customer complaint to length of certificate issued in process of timber legality verification service in PT ABC Surabaya. This problem exist due to waste of non value added activity through the entire process. Therefore, there is a requirement to eliminate or minimize those waste. In this study, lean in service methode is applied. With lean in service methode, the company expected to increase value added ratio to those waste. The existing condition of company is described with Big Picture Mapping. After that, the condition of company is mapped with Value Stream Mapping as resulted from seven waste questionnaire.
Based on seven waste questionaire result, there are two wastes that has the highest weight is Delays (25%) and Unclear Communication/inapproriate processing (16%). Questionnaire score result are converted into matrix VALSAT that show the dominant mapping tool is Process Activity Mapping (40%). The result of process activity mapping analysis is processed and analyzed with Root Cause Analysis dan Cause Effect Diagram in order to find the root cause of waste. In current state mapping, the average time is needed for those service process is on 167,05 days consist of 113,70 days for value added activity, 22,33 days for necessary but non value added activity and 31,01 days for non-value added activity. While the condition for future state mapping is 31,26 days consist of 20,192 days for value added activity and 11,07 days for necessary non-value added activity. So, Lead Time in service process SVLK is shorter than before improvement, from 167,05 days to 31,26 days.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Lean in service, Lead Time, Value Stream Mapping, value added, necessary but non-value added, non-value added, Root Cause Analysis, Cause and Effect Diagram. |
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T58.62 Decision support systems |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | Rahmasari Sidha |
| Date Deposited: | 14 Dec 2017 02:29 |
| Last Modified: | 06 Mar 2019 03:33 |
| URI: | http://repository.its.ac.id/id/eprint/47212 |
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