Bee, Jeffy Lianto Van (2016) Reduksi Waste Dan Perbaikan Kualitas Layanan Produk Indihome Dengan Menggunakan Metode Lean Service Dan Service Quality (Studi Kasus : Pt Telkom Indonesia Cabang Malang). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
Preview |
Text
2512100703-undergraduate-theses.pdf - Published Version Download (3MB) | Preview |
Abstract
Indihome adalah paket layanan komunikasi dan data seperti telepon rumah
(voice), internet (Internet on Fiber atau High Speed Internet), dan layanan televisi
interaktif. Indihome juga merupakan salah satu layanan yang disediakan oleh PT
Telkom Cabang Malang dalam memenuhi kebutuhan pelanggannya. Jumlah
permintaan pelanggan baru Indihome kota Malang memiliki peringkat terbesar
kedua setelah Banten dari seluruh wilayah Telkom Nasional yang tergolong dalam
witel bagian B. Namun disatu sisi terjadi peningkatan proporsi jumlah keluhan
produk Indihome yang diterima oleh PT Telkom Malang sejak Bulan November
2015 hingga Maret 2016. Prosentase komplain tersebut diantaranya terletak pada
layanan proses pasang baru dan penanganan keluhan. Dampak-dampak negatif
dari adanya komplain pelanggan terhadap PT Telkom Malang adalah konsumen
merasa tidak puas dan dirugikan sehingga tingkat kepercayaan konsumen menjadi
berkurang. Akibatnya, konsumen tidak melanjutkan langganan paket Indihome
atau meminta layanan tersebut untuk dicabut, dan konsumen lebih memilih pindah
ke provider lain. Oleh karena itu perlu dilakukan perbaikan kualitas kinerja
pelayanan produk Indihome Telkom Malang. Metode perbaikan kualitas yang
digunakan dalam penelitian ini yaitu Lean Service dan Service Quality. Hasil
metode Service Quality menunjukkan atribut yang terpilih untuk dilakukan
prioritas perbaikan kedepannya adalah atribut kesesuaian waktu standar
penyelesaian pelayanan (pasang baru/ penanganan keluhan tidak terlambat/lama)
dan atribut menyediakan layanan sesuai yang dijanjikan (fitur Indihome dapat
diakses sebagaimana mestinya). Waste kritis yang didapat berdasarkan metode
lean service adalah waiting, error, dan lost opportunity. Alternatif rekomendasi
yang diusulkan diantaranya menyarankan PT Telkom Pusat untuk meninjau ulang
kriteria pemilihan supplier yang berkualitas untuk perangkat modem agar lebih
handal, mengadakan program preventive maintenance terhadap kondisi kabel
jaringan, meningkatkan upaya program promosi yang efektif untuk menarik
pelanggan, dan melakukan penambahan jaringan Berdasarkan perhitungan dengan
metode benefit cost ratio, seluruh rekomendasi perbaikan yang diusulkan layak
diimplementasikan karena seluruh nilai rasio lebih besar dari satu.
========================================================
satu.
Kata Kunci : Benefit Cost Ratio, Lean Service, Service Quality.
iv
(Halaman ini sengaja dikosongkan)
v
WASTE REDUCTION AND INDIHOME PRODUCT SERVICE QUALITY
IMPROVEMENT USING LEAN SERVICE AND SERVICE QUALITY
(A STUDY CASE FROM PT TELKOM INDONESIA, MALANG
BRANCH)
Name : Jeffy Lianto Van Bee
NRP : 2512100703
Department : Teknik Industri
Advisor : Putu Dana Karningsih, ST, M.Eng.Sc, Ph.D
ABSTRACT
Indonesia Digital HOME or Indihome is one of the latest services launched by
Telkom Indonesia in terms of communication and data service package. With this
product, the company provides communication and data service such as land line
telephone (voice), internet (Internet on Fiber or High Speed Internet) and
interactive television service, allowing PT Telkom Malang Branch to satisfy its
growing customers’ needs. The number of Indihome new customers in Malang
City ranks 2 after Banten, compared to all other B regions served by Telkom
Nasional. This potential, however, comes along with increasing proportion of the
number of complaints received by PT Telkom Malang Branch for the product
during November 2015 until March 2016. The major percentage of complaints is
directed to new product installation and complaint handling. The negative impact
these complaints is the customers feel disappointed and leads to lower service
level. Furthermore, this causes costumers tend to not renew the service, demand
to uninstall the product and choose other providers. This concern should be taken
more seriously as the proportion of uninstall inquiries during November 2015
until March 2016 validates this premise. Therefore, we deploy Lean Service and
Service Quality study to promote quality service improvement for Indihome
product in Malang Branch as it is seen necessary for the sustainability of the
company. These methods allow us to highlight the selected attributes to be
prioritized for improvement i.e. standard service time fulfillment (punctuality of
new installation/complaints handling process) and service reliability (access to
all promised Indihome features). Lean service methods shows that the critical
waste is waiting, error, and lost opportunity lost. The proposed alternative
recommendations are: suggesting a supplier selection mechanism to ensure
longer-lasting modem device supplies, carrying out a preventive maintenance
program especially for the network cable and the installed modem device,
increasing the quality of effective promotion programs to attract more customers
and installing network facilities in several new locations. Deploying benefit cost
ratio, our study shows that all of the recommendations have a ratio more than 1,
so all of them are feasible to be implemented.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSI 658.562 Bee r |
| Uncontrolled Keywords: | Benefit Cost Ratio, Lean Service, Service Quality |
| Subjects: | H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | EKO BUDI RAHARJO |
| Date Deposited: | 21 Nov 2019 07:00 |
| Last Modified: | 21 Nov 2019 07:00 |
| URI: | http://repository.its.ac.id/id/eprint/71945 |
Actions (login required)
 |
View Item |