Habibatulloh, Anisa (2022) Penerapan Metode Service Quality dan Lean Six Sigma Untuk Meningkatkan Kualitas Pelayanan Pembuatan SIM (Studi Kasus: Satuan Penyelenggara Administrasi SIM Kota XXX). Other thesis, Institut Teknologi Sepuluh Nopember.
Preview |
Text
02411840000083-Undergraduate_Thesis.pdf - Accepted Version Download (7MB) | Preview |
Abstract
Satpas Kota XXX merupakan unit pelayanan Polres XXX yang bertujuan membantu melayani masyarakat dalam pembuatan SIM A dan C. Satpas Kota XXX diberikan arahan oleh Polres Pusat untuk melayani pembuatan SIM maksimal 200 antrian perharinya, namun tingginya permintaan pembuatan SIM mengakibatkan batas 200 antrian belum maksimal. Selain itu, berdasarkan keterangan pihak Satpas Kota XXX, waktu selesai pelayanan pembuatan SIM sering melebihi jam kerja. Akibat dari batasan jumlah antrian dan waktu pelayanan yang melebihi jam kerja yaitu timbul aduan pelanggan dan laporan ketidakpuasan dari pelanggan terkait layanan pembuatan SIM di Satpas Kota XXX. Oleh karena itu, Satpas Kota XXX harus melakukan perbaikan layanan proses pembuatan SIM. Proses perbaikan layanan diidentifikasi dengan pendekatan Service Quality untuk mengetahui gap antara harapan dan kepuasan berdasarkan 5 dimensi jasa dan Lean Six Sigma untuk membantu menghilangkan non value added activity pada layanan dengan metode DMAIC. Selanjutnya dilakukan analisis penyebab permasalahan dengan 5 why’s analysis dan Failure Mode and Effect Analysis (FMEA) untuk mengetahui akar penyebab masalah terjadi. Setelah diketahui akar penyebab masalah, maka dilakukan pendekatan value untuk mempertimbangkan performansi, keandalan, dan biaya sebagai rekomendasi perbaikan. Berdasarkan hasil pengolahan dan analisis data, didapatkan 25 atribut dari 27 atribut Service Quality yang memiliki gap antara kepuasan dan harapan pelanggan. Selain itu, ditemukan 5 waste kritis pada layanan yaitu delays, duplication, unnecessary motion, unclear communication, dan errors. Rekomendasi perbaikan terpilih adalah menyediakan virtual machine dan aplikasi mobile, menyediakan petugas customer service dan banner FAQ, dan menyediakan jadwal pemeliharaan dan perbaikan untuk fasilitas layanan. Total biaya yang dibutuhkan untuk implementasi rekomendasi perbaikan adalah sebesar Rp. 138.654.610. Keseluruhan perbaikan terpilih dan biaya perbaikan merupakan rekomendasi yang didapatkan dari penelitian dan belum diimplementasikan.
================================================================================================
Satpas Kota XXX is one of the Polres XXX’s unit that aims to help serving the community in the process of making SIM A and C. Satpas Kota XXX is directly given the instruction by the central Polres to oblige SIM making with a maximum of 200 queues per day. However, the high demand for SIM production led to the inefficiency of the 200 queue limit set by the central Polres. Furthermore, based on Satpas Kota XXX the completion time of SIM making services often exceeds working hours. As the result of limited number of queues and service time that exceeds working hours, customer complaints and reports of dissatisfaction from customers regarding SIM making services at Satpas Kota XXX has emerged. Therefore, Satpas Kota XXX must make improvements to the SIM making process service. The service improvement process is identified with the Service quality approach to determine the gap between expectations and satisfaction based on 5 service dimensions and Lean six sigma to help eliminate waste in services using DMAIC method. An analysis of the cause of the problem was carried out with 5 why’s analysis and Failure Mode and Effect Analysis (FMEA) to find out the root cause of the problem. After knowing the root cause of the problem, then value approach is used to consider performance, reliability, and cost as a recommendation for improvement. Based on the result of data processing and analysis obtained by 25 attributes of 27 Service quality attributes shows a gap between expectations and satisfaction. In addition, there a 5 critical waste in services, namely delays, duplications, unnecesarry motion, unclear communication, and errors. The selected recommendation for improvement are to provide virtual machines and mobile applications, provide customer service personnel and FAQ banners, and provide maintenance and repair schedules for service facilities. The total cost required for the implementation of the improvement recommendations is Rp. 138.654.610. All selected improvements and repair costs are recommendations obtained from research and have not been implemented
| Item Type: | Thesis (Other) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Lean Six Sigma, 5 why’s analysis, Failure Mode and Effect Analysis, Pendekatan Value |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. |
| Divisions: | Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Anisa Habibatulloh |
| Date Deposited: | 11 Feb 2022 20:20 |
| Last Modified: | 25 Sep 2024 06:34 |
| URI: | http://repository.its.ac.id/id/eprint/93794 |
Actions (login required)
 |
View Item |