Violita, Vivin (2018) Implementasi Lean Service Pada Proses Pasang Baru Layanan Astinet Sme Dalam Program Penetrasi Market Small Medium Enterprise Untuk Mengurangi Lead Time Dan Non Value Added Activities Di Pt. Tkm Surabaya. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Segmen bisnis SME mempunyai budget belanja yang relatif lebih tinggi daripada segmen retail/residensial. Service Level Guarantee (SLG) dan Quality of Service (QoS) yang tinggi menjadi prioritas utama konsumen segmen ini dalam memilih provider jasa layanan internet. PT TKM menghadirkan layanan Astinet SME untuk solusi kebutuhan internet bagi segmen SME. Salah satu tolok ukur salam QoS yang ditawarkan untuk segmen SME adalah kecepatan proses pemasangan layanan atau disebut Time To Install (TTI) sebesar 36 jam. Namun, pada kenyataannya PT. TKM belum dapat memenuhi standar TTI tersebut. Pada penelitian ini akan dilakukan penerapan Lean Service pada prose pasang baru Astinet SME dengan menggunakan Big Picture Mapping, VALSAT, Process Activity Mapping (PAM), Value Stream Mapping (VSM), Diagram Pareto, Root Cause Analysis (RCA) dan analisa risiko untuk menentukan prioritas perbaikan. Dari hasil pendekatan analisa risiko didapatkan waste prioritas bernilai extreme yaitu duplication dan delay. Rekomendasi yang diusulkan adalah upgrade sistem menjadi autoprovisoning, penambahan tim validasi, dan pengadaan alat kerja. Hasil rekomendasi perbaikan tersebut kemudian dimplementasikan ke dalam future state PAM dan future VSM . Dari hasil implemetasi lean service tersebut, didapatkan perubahan lead time proses dari 40,93 jam menjadi 30,2 jam. NVA semula dari 8,37 jam menjadi 2 jam. Selanjutnya NVAA dari 11,66 jam menjadi 10,30 jam.
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SME business sector have bigger operational expenditure than retail or home business segment/ residential services. High Service Level Guarantee (SLG) and Quality of Service (QoS) of internet provider are priority need of SME business. Based on that, Telkom provides Astinet SME service as the solution to SME segment needs. One of key performance indicator of Astinet SME QoS is measured by Time To Install (TTI). TTI that provided to customer is 36 jam. But unfortunately, PT TKM cannot comply that standart. This research provides lean service implementation on Astinet SME new installation process using Big Picture Mapping, VALSAT, Process Activity Mapping (PAM), Value Stream Mapping (VSM), Pareto Diagram, Root Cause Analysis (RCA) and risk analysis as improvement prioritize. From risk analysis improvement, this research shows that extreme waste are duplication and delay. Improvement This research suggest three improvement, thus are system upgrading to auto provisioning, validation team addition, and procurement of work tools. This recommendation implemented to future state PAM and future VSM . This research found that implementation of lean service make improvement in process lead time from 40,93 hours to 30,2 hours. NVA from 8,37 hours improved to 2 hours. And then NVAA from 11,66 hours menjadi 10,30 hours.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | lead time, lean service, time to install, VALSAT. |
| Subjects: | T Technology > T Technology (General) |
| Divisions: | Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis |
| Depositing User: | Vivin Violita |
| Date Deposited: | 23 Jun 2021 08:23 |
| Last Modified: | 23 Jun 2021 08:23 |
| URI: | http://repository.its.ac.id/id/eprint/54965 |
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