Perbaikan Proses Bisnis Pelayanan Pemeriksaan Kesehatan Calon Pekerja Migran Indonesia (CPMI) Berbasis Six Sigma: studi kasus Fasilitas layanan kesehatan di Bima

Maulana, Muhammad Rifqi (2026) Perbaikan Proses Bisnis Pelayanan Pemeriksaan Kesehatan Calon Pekerja Migran Indonesia (CPMI) Berbasis Six Sigma: studi kasus Fasilitas layanan kesehatan di Bima. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Proses bisnis yang terstruktur dan efisien merupakan kunci bagi fasilitas layanan kesehatan dalam menyediakan layanan medical check-up berkualitas, khususnya bagi masyarakat umum dan Calon Pekerja Migran Indonesia (CPMI). Namun, tantangan seperti ketidakjelasan tugas, inefisiensi operasional, dan waktu tunggu yang panjang masih sering ditemui, sehingga berdampak pada kepuasan pasien dan efektivitas layanan. Penelitian ini menggunakan pendekatan Six Sigma dengan metode DMAIC untuk menganalisis dan memperbaiki proses bisnis pada tahapan pendaftaran, pemeriksaan, dan pelaporan hasil. Melalui evaluasi FMEA dan Pareto, penelitian mengidentifikasi tiga masalah utama, yaitu kinerja staf tidak konsisten (RPN=288), manajemen waktu dan waktu tunggu pasien (RPN=196), serta penundaan proses pendaftaran (RPN=180). Solusi yang diterapkan berupa SOP baru, sistem antrian digital, serta penguatan koordinasi antar staf. Hasil implementasi menunjukkan penurunan waktu tunggu pasien hingga 40%, peningkatan kepuasan pasien (75% menilai pelayanan sangat baik), dan perbaikan signifikan pada konsistensi kinerja staf. Model perbaikan ini dapat direplikasi di fasilitas layanan kesehatan lain sebagai strategi peningkatan efisiensi dan kualitas layanan medical check-up CPMI secara berkelanjutan.
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Structured and efficient business processes are essential for healthcare facilities to deliver high-quality services, particularly as providers of medical check-ups for the general public and Prospective Indonesian Migrant Workers (CPMI). However, challenges such as unclear task assignments, operational inefficiencies, and prolonged patient waiting times continue to affect patient satisfaction and service effectiveness. This study applies the Six Sigma approach using the DMAIC method to analyze and improve critical aspects of business processes in healthcare facilities. Key stages—including registration, examination, and result reporting—were evaluated using FMEA and Pareto analysis. The findings identified three main problems: inconsistent staff performance (RPN=288), time management and patient waiting times (RPN=196), and delays in the registration process (RPN=180). Solutions implemented include a new integrated SOP, a digital queuing system, and strengthened interdepartmental coordination. The implementation resulted in a reduction of patient waiting times by up to 40%, an increase in patient satisfaction (with 75% rating the service as “very good”), and significant improvements in staff performance consistency. This improvement model can be replicated in other healthcare facilities as a strategic approach to enhance the efficiency and quality of medical check-up services for CPMI in a sustainable manner.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Proses Bisnis, Efisiensi Operasional, Six Sigma, MCU,CPMI
Subjects:	R Medicine > RA Public aspects of medicine > RA971 Health services administration. R Medicine > RZ Other systems of medicine T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Muhammad Rifqi Maulana
Date Deposited:	30 Jan 2026 06:51
Last Modified:	30 Jan 2026 06:51
URI:	http://repository.its.ac.id/id/eprint/131066

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