Evaluasi Dan Peningkatan Kualitas Sistem Pelayanan Gangguan Pada Unit Corporate Customer Dengan Pendekatan Lean Six Sigma (Studi Kasus : PT.Telkom Divre V Jawa Timur)

Wulansari, Reni Wulansari (2007) Evaluasi Dan Peningkatan Kualitas Sistem Pelayanan Gangguan Pada Unit Corporate Customer Dengan Pendekatan Lean Six Sigma (Studi Kasus : PT.Telkom Divre V Jawa Timur). Other thesis, Institut Teknologi Sepuluh Nopember Surabaya.

Text 2503100019-Undergraduate_Thesis.pdf - Accepted Version Download (21MB)

Abstract

Unit Corporate Customer merupakan delivery channel produk layanan PT. TELKOM. Berdasarkan visi dan misinya, UCC V PT.TELKOM akan selalu memberikan kualitas pelayanan terbaik kepada corporate customer. Namun pada kenyataannya masih terdapat klaim gangguan yang belum mendapatkan reaksi yang cepat. Hal ini terbukti dari rendahnya Performansi Bulanan Call Center UCC V dan lamanya penyelesaian gangguan produk layanan. Hal ini menimbulkan konsekuensi ketidakpuasan corporate customer dan penurunan Revenue UCC V akibat terjadinya SLG Violation. Penelitian ini dilakukan dengan pendekatan Lean Six Sigma diawali dengan identifikasi waste yang terjadi pada proses yang pelayanan gangguan produk layanan pada UCC V PT.TELKOM untuk produk layanan Astinet karena memiliki nilai E-Quality tertinggi. Berdasarkan identifikasi tersebut , diperoleh bahwa waste yang sering terjadi pada proses pelayanan gangguan produk layanan adalah waiting dengan bobot 5.86 dan defect dengan bobot 5.43. Improvement yang dilakukan untuk mereduksi waste adalah dengan membuat Model Antrian dan Simulasi Proses Pelayanan Gangguan pada UCC V PT.TELKOM. Berdasarkan usulan perbaikan tersebut diperoleh penurunan Mean Time to Response menjadi 4.464 menit, Mean Time to Repair menjadi 8,488 jam, Mean Time to Recovery menjadi 9,481 jam, dan peningkatan revenue UCC V untuk produk layanan Astinet sebesar Rp 30.000.000. Sedangkan improvement untuk mereduksi waste defect adalah dengan pemasangan firewall dan ACL pada router Hub customer serta melakukan aktivitas maintenance, cek kualitas trunk dengan MML ( Man Machine Languange), dan omzetting
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The Corporate Customer Unit is a delivery channel for PT. TELKOM. Based on its vision and mission, UCC V PT.TELKOM will always provide the best quality service to corporate customers. However, in reality there are still claims of interference that have not received a fast reaction. This matter as evidenced by the low Monthly Performance of the UCC V Call Center and the length of time to resolve service product disruptions. This resulted in the consequences of corporate customer dissatisfaction and a decrease in UCC V Revenue due to SLG Violation. This research was conducted using the Lean Six Sigma approach, beginning with the identification of waste that occurs in processes that service product disruption services at UCC V PT.TELKOM for Astinet service products because they have the highest E-Quality value. Based on this identification, it was found that the waste that often occurs in the service process of service product disruptions is waiting with a weight of 5.86 and defects with a weight of 5.43. Improvements made to reduce waste are by making a Queuing Model and Process Simulation of Interference Services at UCC V PT.TELKOM. Based on the proposed improvements, it was found that the Mean Time to Response decreased to 4,464 minutes, the Mean Time to Repair to 8,488 hours, the Mean Time to Recovery to 9,481 hours, and an increase in UCC V revenue for Astinet service products of IDR 30,000,000. Meanwhile, improvements to reduce waste defects include installing firewalls and ACLs on customer Hub routers and carrying out maintenance activities, checking trunk quality with MML (Man Machine Language), and turnover.

Item Type:	Thesis (Other)
Additional Information:	RSI 658.812 Wul e-1
Uncontrolled Keywords:	Kualitas Pelayanan, Klaim, Waste, Lean Six Sigma
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:	11 Jan 2023 06:50
Last Modified:	19 Jan 2023 09:26
URI:	http://repository.its.ac.id/id/eprint/95368

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