Reduksi Waste Dan Perbaikan Kualitas Layanan Produk Indihome Dengan Menggunakan Metode Lean Service Dan Service Quality (Studi Kasus : Pt Telkom Indonesia Cabang Malang)

Bee, Jeffy Lianto Van (2016) Reduksi Waste Dan Perbaikan Kualitas Layanan Produk Indihome Dengan Menggunakan Metode Lean Service Dan Service Quality (Studi Kasus : Pt Telkom Indonesia Cabang Malang). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Indihome adalah paket layanan komunikasi dan data seperti telepon rumah (voice), internet (Internet on Fiber atau High Speed Internet), dan layanan televisi interaktif. Indihome juga merupakan salah satu layanan yang disediakan oleh PT Telkom Cabang Malang dalam memenuhi kebutuhan pelanggannya. Jumlah permintaan pelanggan baru Indihome kota Malang memiliki peringkat terbesar kedua setelah Banten dari seluruh wilayah Telkom Nasional yang tergolong dalam witel bagian B. Namun disatu sisi terjadi peningkatan proporsi jumlah keluhan produk Indihome yang diterima oleh PT Telkom Malang sejak Bulan November 2015 hingga Maret 2016. Prosentase komplain tersebut diantaranya terletak pada layanan proses pasang baru dan penanganan keluhan. Dampak-dampak negatif dari adanya komplain pelanggan terhadap PT Telkom Malang adalah konsumen merasa tidak puas dan dirugikan sehingga tingkat kepercayaan konsumen menjadi berkurang. Akibatnya, konsumen tidak melanjutkan langganan paket Indihome atau meminta layanan tersebut untuk dicabut, dan konsumen lebih memilih pindah ke provider lain. Oleh karena itu perlu dilakukan perbaikan kualitas kinerja pelayanan produk Indihome Telkom Malang. Metode perbaikan kualitas yang digunakan dalam penelitian ini yaitu Lean Service dan Service Quality. Hasil metode Service Quality menunjukkan atribut yang terpilih untuk dilakukan prioritas perbaikan kedepannya adalah atribut kesesuaian waktu standar penyelesaian pelayanan (pasang baru/ penanganan keluhan tidak terlambat/lama) dan atribut menyediakan layanan sesuai yang dijanjikan (fitur Indihome dapat diakses sebagaimana mestinya). Waste kritis yang didapat berdasarkan metode lean service adalah waiting, error, dan lost opportunity. Alternatif rekomendasi yang diusulkan diantaranya menyarankan PT Telkom Pusat untuk meninjau ulang kriteria pemilihan supplier yang berkualitas untuk perangkat modem agar lebih handal, mengadakan program preventive maintenance terhadap kondisi kabel jaringan, meningkatkan upaya program promosi yang efektif untuk menarik pelanggan, dan melakukan penambahan jaringan Berdasarkan perhitungan dengan metode benefit cost ratio, seluruh rekomendasi perbaikan yang diusulkan layak diimplementasikan karena seluruh nilai rasio lebih besar dari satu. ======================================================== satu. Kata Kunci : Benefit Cost Ratio, Lean Service, Service Quality. iv (Halaman ini sengaja dikosongkan) v WASTE REDUCTION AND INDIHOME PRODUCT SERVICE QUALITY IMPROVEMENT USING LEAN SERVICE AND SERVICE QUALITY (A STUDY CASE FROM PT TELKOM INDONESIA, MALANG BRANCH) Name : Jeffy Lianto Van Bee NRP : 2512100703 Department : Teknik Industri Advisor : Putu Dana Karningsih, ST, M.Eng.Sc, Ph.D ABSTRACT Indonesia Digital HOME or Indihome is one of the latest services launched by Telkom Indonesia in terms of communication and data service package. With this product, the company provides communication and data service such as land line telephone (voice), internet (Internet on Fiber or High Speed Internet) and interactive television service, allowing PT Telkom Malang Branch to satisfy its growing customers’ needs. The number of Indihome new customers in Malang City ranks 2 after Banten, compared to all other B regions served by Telkom Nasional. This potential, however, comes along with increasing proportion of the number of complaints received by PT Telkom Malang Branch for the product during November 2015 until March 2016. The major percentage of complaints is directed to new product installation and complaint handling. The negative impact these complaints is the customers feel disappointed and leads to lower service level. Furthermore, this causes costumers tend to not renew the service, demand to uninstall the product and choose other providers. This concern should be taken more seriously as the proportion of uninstall inquiries during November 2015 until March 2016 validates this premise. Therefore, we deploy Lean Service and Service Quality study to promote quality service improvement for Indihome product in Malang Branch as it is seen necessary for the sustainability of the company. These methods allow us to highlight the selected attributes to be prioritized for improvement i.e. standard service time fulfillment (punctuality of new installation/complaints handling process) and service reliability (access to all promised Indihome features). Lean service methods shows that the critical waste is waiting, error, and lost opportunity lost. The proposed alternative recommendations are: suggesting a supplier selection mechanism to ensure longer-lasting modem device supplies, carrying out a preventive maintenance program especially for the network cable and the installed modem device, increasing the quality of effective promotion programs to attract more customers and installing network facilities in several new locations. Deploying benefit cost ratio, our study shows that all of the recommendations have a ratio more than 1, so all of them are feasible to be implemented.

Item Type: Thesis (Undergraduate)
Additional Information: RSI 658.562 Bee r
Uncontrolled Keywords: Benefit Cost Ratio, Lean Service, Service Quality
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: 21 Nov 2019 07:00
Last Modified: 21 Nov 2019 07:00
URI: https://repository.its.ac.id/id/eprint/71945

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