Peningkatan Kualitas Pelayanan Produk Gadai KCA Dengan Pendekatan Lean Six Sigma (Studi Kasus : PT. Pegadaian (Persero) CPP Dinoyotangsi Surabaya)

Handayani, Ika Apri (2017) Peningkatan Kualitas Pelayanan Produk Gadai KCA Dengan Pendekatan Lean Six Sigma (Studi Kasus : PT. Pegadaian (Persero) CPP Dinoyotangsi Surabaya). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

CPP Dinoyotangsi Surabaya merupakan salah satu kantor pelayanan yang dimiliki PT Pegadaian (Persero). Dalam menjalankan pelayanannya, perusahaan menerima complaint dari nasabah sebanyak 7-9 kali setiap bulan melalui media telekomunikasi. Serta complaint secara langsung yang frekuensinya lebih besar. Alasan complaint nasabah didominasi karena lamanya waktu tunggu proses pelayanan produk gadai KCA. Waktu standar pelayanan gadai adalah 15 menit, sedangkan pada aktualnya nasabah harus menunggu 30 menit hingga 1 jam. Ada beberapa hal yang menyebabkan waktu pelayanan begitu lama, diantaranya adanya rework yang disebabkan kesalahan pada perhitungan taksiran nilai barang jaminan. Adanya complaint mengindikasikan adanya waste yang terjadi selama proses pelayanan produk gadai KCA. Konsep Lean Six Sigma diusulkan untuk diimplementasikan sebagai upaya mengatasi permasalahan yang ada. Dengan melakukan identifikasi aliran fisik dan aliran informasi proses pelayanan dengan service blueprint kemudian diklasifikasikan menjadi VA, NVA dan NNVA serta identifikasi waste dan pengolahan kuisioner layanan dimensi SERVQUAL. Langkah selanjutnya yakni melakukan analisa root cause analysis (RCA) untuk mengidentifikasi akar penyebab waste kritis defects dan waiting time dan dilanjutkan analisa failure mode and effect analysis (FMEA) untuk memilih alternatif perbaikan sesuai nilai RPN tertinggi. Untuk menghilangkan waste serta meningkatkan kualitas pelayanan gadai KCA, maka dilakukan rekomendasi perbaikan berupa pembelian printer, perbaikan formulir gadai, membuat template perhitungan dengan Ms. Excel, dan pembuatan petunjuk pengisian formulir gadai ============================================================ PT Pegadaian (Persero) is state-owned company which engaged in non- CPP Dinoyotangsi Surabaya is one of the branches of PT Pegadaian (Persero). In doing the service, this branch office received many complaints from customers for 7-9 times each month through the media and more complaints received directly. The complaint mostly about the long waiting time of pawn KCA products service. The standard pawn service time is 15 minutes, while in the real case the customers must wait for 30 - 60 minutes. There are several reasons causing the long service time, one of them is rework due to error calculation of pawn products value. The complaint indicates waste that happened during pawn KCA products service. Lean Six Sigma concept is proposed to be implemented to fix the problems by doing physical flow and information flow identification of service process using service blueprint. Then, the result is classified into VA, NVA, and NVAA, waste identification, and SERVQUAL dimension questionnaire analysis.The next step is doing Root Cause Analysis (RCA) to identify the root cause of critical waste defects and waiting time and after that Failure Mode and Effect Analysis (FMEA) analysis to choose recommendation due to highest RPN value. To remove waste and increase the qualitu of KCA pawn products service, there are several recommendations such as printer hiring, pawn form correction, making calculation template with Ms Excel and making guide of pawn products form filling.

Item Type: Thesis (Undergraduate)
Additional Information: RSI 658.562 Han p
Uncontrolled Keywords: Lean Six Sigma, Waste, Waste Kritis, RCA, Failure Mode and Effect Analysis,
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD56.25 Industrial efficiency--Measurement. Industrial productivity--Measurement.
H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
T Technology > TS Manufactures > TS156 Quality Control. QFD
Divisions: Faculty of Industrial Technology > Industrial Engineering > (S1) Undergraduate Theses
Depositing User: ansi aflacha
Date Deposited: 23 Nov 2018 02:57
Last Modified: 23 Nov 2018 02:57
URI: http://repository.its.ac.id/id/eprint/59993

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