Perbaikan Kualitas Layanan Dengan Metode Servqual Dan Six Sigma Pada Puskesmas XY

Akbar, Riyo Rahmat (2021) Perbaikan Kualitas Layanan Dengan Metode Servqual Dan Six Sigma Pada Puskesmas XY. Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Puskesmas XY merupakan fasilitas kesehatan yang bertanggung jawab untuk menyelenggarakan upaya kesehatan masyarakat yang bersifat adil, dapat diterima dan terjangkau oleh masyarakat sekitar. Namun, dalam kegiatan pelayanan kesehatan puskesmas XY, masih terdapat ketidakpuasan pasien terhadap pelayanan yang tidak sesuai dengan harapan masyarakat. Ketidakpuasan pelayanan dapat berasal dari lamanya pelayanan yang diberikan, antrian yang panjang, kelalaian petugas dalam menangani pasien. Berdasarkan itu, penelitian terhadap kualitas pelayanan kesehatan puskesmas XY perlu dilakukan, agar pelayanan yang kurang optimal dapat diperbaiki. Penelitian akan dilakukan dengan penerapan metode servqual dan six sigma. Penelitian diawali dengan menggambarkan permasalahan menggunakan service blueprint untuk memvisualisasikan proses pelayanan. Selanjutya dilakukan identifikasi atribut pelayanan dan perhitunga servqual. Kemudian dilakukan penentuan waste dan perhitungan nilai sigma untuk setiap pelayanan. Selanjutnya dilakukan penentuan atribut kritis berdasarkan importance performance matrix. Berikutnya akan dilakukan penyusunan dan analisis permasalahan menggunakan root cause analysis untuk mengetahui akar penyebab masalah. Berdasarkan atribut kritis dan analisis 5 whys, maka dirancang alternatif rekomendasi perbaikan untuk layanan puskesmas XY. Rancangan perbaikan dilakukan dengan metode kaizen 5S dan juga dilakukan dengan menganalisis akar permasalahan. Didapatkan tiga rancangan perbaikan yaitu dengan penggunaan sistem aplikasi mobile, pengembangan kemampuan SDM dan manajemen kontrol SOP pekerjaan pegawai.
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Puskesmas XY is a health facility that is responsible for carrying out public health efforts that are fair, acceptable and affordable to the people surrounding community. However, in the health service activities of puskesmas XY, there is still patient dissatisfaction with services that are not in accordance with community expectations. Service dissatisfaction can come from the length of service provided, long queues, negligence of officers in handling patients. Based on that, research on the quality of health services at puskesmas XY needs to be done, so that services that are less than optimal can be improved. The research will be conducted by applying the servqual and six sigma methods. The research begins by describing the problem using a service blueprint to visualize the service process. The next step is to identify service attributes and servqual calculations. Then determine the waste and calculate the sigma value for each service. Furthermore, the critical attributes are determined based on importance performance matrix. Next, we will compile and analyze the problem using root cause analysis to find out the root causes of the problem. Based on critical attributes and 5 whys analysis, alternative recommendations for improvement for XY health center services are designed. The improvement design was carried out using the kaizen 5S method and also by analyzing the root of the problem. There were three improvement designs, namely the use of a mobile application system, the development of human resources capabilities and control management of employee job SOP

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Blueprint, Servqual, Six sigma, Kaizen, Root Cause Analysis
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations R Medicine > RA Public aspects of medicine > RA567 Medical waste. R Medicine > RT Nursing > RT89 Nursing services--Administration.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Riyo Rahmat Akbar
Date Deposited:	04 Mar 2021 09:03
Last Modified:	04 Mar 2021 09:03
URI:	http://repository.its.ac.id/id/eprint/83442

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