Desain Perbaikan Kinerja Layanan Publik Berbasis Konsep Lean Service (Studi Kasus: Perpanjangan IMTA DISNAKER JATIM)

Zafriana, Lusi (2008) Desain Perbaikan Kinerja Layanan Publik Berbasis Konsep Lean Service (Studi Kasus: Perpanjangan IMTA DISNAKER JATIM). Masters thesis, Institut Teknologi Sepuluh November.

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Abstract

Pelayanan publik di Indonesia merupakan salah satu permasalahan yang menjadi perhatian utama pemerintah. Salah satu bentuk pelayanan publik pada Dinas Tenaga Kerja Provinsi Jawa Timur adalah pelayanan perpanjangan Izin Mempekerjakan Tenaga Kerja Asing (IMTA). Meskipun telah memperoleh sertifikasi ISO 9001:2000, yang telah mampu mereduksi waktu pelayanan dari 15 hari menjadi 3 hari kerja, pihak internal berharap dapat kembali mereduksi waktu pelayanan tersebut. Hal ini disebabkan oleh beban pelayanan yang diperkirakan meningkat dengan adanya pengembalian kewenangan perpanjangan IMTA sepenuhnya kepada Dinas Tenaga Kerja Provinsi, sehingga tingkat pelayanan kepada pelanggan perlu ditingkatkan. Dengan menerapkan konsep lean service, waktu pelayanan selama 3 hari dapat direduksi kembali sebagai persiapan menghadapi audit ISO berikutnya yang mensyaratkan adanya faktor perbaikan (improvement). Konsep ini meliputi empat tahapan, yaitu Define, Measure, Analyze, dan Improve. Beberapa kesimpulan dari penelitian ini adalah sebagai berikut: (1) Berdasarkan identifikasi tipe aktivitas dalam proses pelayanan berbasis standar ISO 9001:2000, sebesar 46,43% merupakan value-adding activity, 28,57% merupakan necessary but non-value-adding activity, dan 25% merupakan non-value-adding activity. (2) Berdasarkan hasil kuesioner internal, waste yang paling sering terjadi adalah waiting sebesar 22,38%. Hal ini sejalan dengan hasil pengukuran gap kualitas SERVQUAL dari sisi eksternal yang merekomendasikan perbaikan pada atribut ketepatan waktu pelayanan (waste waiting). (3) Berdasarkan CTQ untuk waste waiting dan nilai RPN, ketidaktersediaan manajemen puncak menjadi salah satu penyebab keterlambatan prosedur pelayanan. Dengan mempertimbangkan faktor-faktor tersebut, dapat dibuktikan bahwa total waktu pelayanan perpanjangan IMTA adalah 127 menit atau setara dengan 1 hari. Oleh karena itu, proses improvement yang didukung oleh komitmen manajemen puncak dapat mereduksi waktu pelayanan selama 2 hari dibandingkan dengan waktu pelayanan existing.
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Public service in Indonesia is one of the major issues receiving significant attention from the government. One of the public services provided by the East Java Provincial Manpower Office is the extension service for the Permit to Employ Foreign Workers (Izin Mempekerjakan Tenaga Kerja Asing/IMTA). Although the service has obtained ISO 9001:2000 certification, which has reduced the service time from 15 days to 3 working days, the internal management expects to further reduce the service time. This is due to the anticipated increase in service demand following the transfer of full authority for IMTA extensions to the Provincial Manpower Office, which requires an improvement in the service level provided to customers. By implementing the lean service concept, the existing 3-day service time can be further reduced in preparation for the next ISO audit, which requires continuous improvement. The concept consists of four main stages: Define, Measure, Analyze, and Improve. Several conclusions can be drawn from this research: (1) Based on the identification of activity types in the service process according to the ISO 9001:2000 standard, 46.43% of the activities are categorized as value-adding activities, 28.57% as necessary but non-value-adding activities, and 25% as non-value-adding activities. (2) Based on the internal questionnaire for waste identification, waiting was the most frequently occurring type of waste in the service process, accounting for 22.38%. This finding is consistent with the results of the SERVQUAL service quality gap measurement based on the external questionnaire, which recommends improvement in the service timeliness attribute associated with waiting waste. (3) Based on the Critical to Quality (CTQ) analysis of waiting waste and its Risk Priority Number (RPN), the unavailability of top management was identified as one of the causes of delays in the service procedure. Considering these factors, the total processing time for the IMTA extension service was determined to be 127 minutes, equivalent to approximately 1 working day. Therefore, an improvement process supported by top management commitment could reduce the total service time by 2 days compared with the existing service time.

Item Type:	Thesis (Masters)
Additional Information:	RTI 658.562 Zaf d
Uncontrolled Keywords:	ISO 9001 : 2000 , identifikasi waste, lean service , pelayanan publik, perbaikan berkelanjutan, Continous Improvement, ISO 9001 : 2000 Lean Service, Public Service, Waste Identification.
Subjects:	T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control)
Divisions:	Faculty of Industrial Technology > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User:	magang .
Date Deposited:	29 Sep 2026 01:43
Last Modified:	29 Sep 2026 01:43
URI:	http://repository.its.ac.id/id/eprint/145004

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