Penerapan Konsep Lean Service Untuk Perbaikan Proses Provisioning Layanan Wifi Station Di PT. X

Safitri, Ellen (2018) Penerapan Konsep Lean Service Untuk Perbaikan Proses Provisioning Layanan Wifi Station Di PT. X. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penetrasi Internet di Indonesia yang tinggi menyebabkan banyak penyedia jasa internet yang berkompetisi untuk memenangkan market. PT. X sebagai salah satu penyedia jasa internet di Indonesia melakukan banyak transformasi untuk mengantisipasi dinamika bisnis internet. Salah satu nya yaitu fokus terhadap segmen Small Medium Enterprise (SME) dengan produk andalan yaitu wifi station. Wifi station memiliki masalah yaitu proses provisioning yang lama, sehingga menyebabkan banyak outstanding order yang belum terpasang. Sebanyak 69% order terpasang lebih dari 14 hari yang berarti melebih standar waktu yang ditentukan. Proses provisioning yang lama ini dapat menyebabkan potensi pelanggan beralih ke kompetitor. Hal tersebut sangat merugikan perusahaan karena jaringan sudah siap di gelar namun pada akhirnya dibatalkan oleh pelanggan karena proses pemasangan yang lama. Berdasarkan permasalahan tersebut diindikasikan bahwa terjadi waste pada proses provisioning wifi station. Penelitian ini menggunakan konsep lean Service dengan kerangka improvement melalui Define-Measure-Analyze-Improve-Control (DMAIC). Tools yang digunakan dalam penelitian ini yaitu Value Stream Mapping (VSM), Process Activity Mapping (PAM), Borda Count Method (BCM), Root Cause Analysis (RCA), dan pendekatan pengukuran resiko. Dari hasil analisis, didapatkan bahwa akar penyebab waste dengan tingkat extreme adalah Duplication, Lack of Standardization dan Delay. Rekomendasi perbaikan yang diusulkan untuk duplication yaitu penetapan kebijakan satu mitra deployment Wifi sebagai dasar bagi penambahan Scope of Work (SoW) instalasi AP melalui proses amandemen perjanjian terkait dengan mitra PT. X. Kemudian perbaikan untuk lack of standardization yaitu menghitung waktu standar antar proses yang menjadi acuan penilaian performansi tiap unit untuk memenuhi standar ideal waktu proses. Sedangkan perbaikan untuk waste delay yaitu membuat perhitungan sederhana untuk pencatatan inventory terkait persediaan modem dan AP. Rekomendasi kemudian dipetakan dalam Future Value Stream Mapping (FVSM) dan hasil yang didapatkan perubahan process time berubah dari 5430,3 menit menjadi 5423,6 menit. Lead time berubah dari 23646,3 menit menjadi 14520,6 menit. Perubahan lead time dan process time dikarenakan perubahan proses dengan menghilangkan aktivitas yang termasuk duplikasi dan delay/ waiting. Kontrol perbaikan dirancang dengan membuat formulasi penilaian secara periodik dengan menggunakan pengukuran indikator keberhasilan kerja individu dalam unit yang terlibat sebagai upaya tidak terjadinya waste. =============== Significant internet penetration in Indonesia makes internet providers in Indonesia to compete, to win the Market. PT. X, Tbk as one of Internet Provider in Indonesia has significantly transformed to anticipate the business dynamics. One of the main program is to focus in Small-Medium-Enteprise (SMEs) segment with Wifi Station Service. Nevertheless, Wifi Station has problem that is in its long provisiong process thus causing many outstanding orders that have not been installed. as many as 69% of work orders are installed more than 14 days which means over standard time specified. This long provisioning process may cause customers to switch to competitors. this long provisioning process a very detrimental for the company because even though the network is phisically ready but cancelled due to long provisioning process. Based on this problem, indicated that there is a waste process in Wifi Station provisioning . this research uses lean Service concept with improvement network through Define-Measure-Analyze-Improve-Control (DMAIC). The tools used in this research are Value Stream Mapping (VSM), Process Activity Mapping (PAM), Borda Count Method (BCM), Root Cause Analyze (RCA), and risk management approach. Based on analysis, occured that high level of main waste caused by Duplication, Lack of Standardization and Delay. Proposed recommendation for improvement in Duplication is to simplify partners by regulation / policy into single partner process. by single partner process as the basis in additioning Scope of Work (SoW) Access Point Installation through agreement amandement in process related to PT. X Partners. Lack of Standardization improvement is to calculate standard time between processes as benchmark result for each unit to meet ideal time processes. whilst for the delay improvement is to make simple inventory calculation and records for modem and inventory. The recommendations then mapped to Future Value Stream Mapping (FVSM) and the results obtained time changes from 5430.3 minutes to 5423.6 minutes. Lead time changed from 23646,3 minutes to 14520,6 minutes. changes in lead and process time caused by eliminating activities including duplication and delay process. repair control is designed by making performance assessment periodically by measuring individual success indicators for every involved unit as an effort to avoid waste.

Item Type: Thesis (Masters)
Uncontrolled Keywords: lean service, VSM, PAM, borda count method, pendekatan manajemen risiko, industri telekomunikasi
Subjects: T Technology > T Technology (General)
T Technology > T Technology (General) > T174.5 Technology--Risk assessment.
T Technology > T Technology (General) > T58.62 Decision support systems
Divisions: Faculty of Business and Management Technology > Management Technology > (S2) Master Theses
Depositing User: Safitri Ellen
Date Deposited: 01 Dec 2018 17:24
Last Modified: 01 Dec 2018 17:24
URI: http://repository.its.ac.id/id/eprint/53225

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