Usulan Perbaikan Proses Bisnis dan Penyusunan Prosedur Standar Operasi Menggunakan Metode DMAIC (Studi Kasus pada Asrama Mahasiswa ITS)

Febrilian, Vevy (2021) Usulan Perbaikan Proses Bisnis dan Penyusunan Prosedur Standar Operasi Menggunakan Metode DMAIC (Studi Kasus pada Asrama Mahasiswa ITS). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Tingginya persaingan perguruan tinggi di Indonesia berimbas kepada tuntutan di setiap perguruan tinggi dalam memberikan pelayanan pendidikan yang berkualitas, salah satunya dari segi fasilitas umum. Sebagai salah satu perguruan tinggi terbaik di Indonesia, ITS berupaya memberikan pelayanan terbaik untuk civitas akademikanya dengan menyediakan berbagai fasilitas umum. Asrama Mahasiswa merupakan unit residental di ITS yang masih menjadi akomodasi pilihan bagi mahasiswa baru selama menjalani masa studinya. Seiring meningkatnya minat mahasiswa baru untuk tinggal di Asrama Mahasiswa, maka UPT Asrama berupaya meningkatkan kualitas layanannya agar dapat bersaing dengan bisnis akomodasi lain. Meningkatkan kualitas layanan dapat dilakukan dengan memperbaiki proses bisnis. Saat ini, Asrama Mahasiswa sedang menghadapi beberapa permasalahan terkait proses bisnisnya. Dalam rangka memperbaiki proses bisnis, metode DMAIC Six Sigma dinilai sebagai metodologi sistematis dan terukur untuk memperbaiki proses bisnis. Penelitian ini bertujuan untuk memberikan usulan perbaikan pada proses bisnis Asrama Mahasiswa ITS dengan menggunakan metode DMAIC, dimana hasil dari perbaikan ini akan didokumentasikan dengan menyusun prosedur standar operasi yang tepat. Desain penelitian yang dipilih yaitu penelitian deskriptif kualitatif dengan pendekatan studi kasus, dimana penulis melakukan analisis secara mendalam menggunakan metode seperti observasi dan wawancara. Berdasarkan pemetaan proses bisnis dari proses reservasi hingga check-out yang dilakukan pada tahap Define, terdapat 14 permasalahan yang diidentifikasi. Pada tahap Measure, penulis melakukan analisis risiko menggunakan FMEA. Hasilnya, terdapat 3 permasalahan dengan nilai risiko tertinggi. Pada tahap Analyze dilakukan identifikasi akar permasalahan. Dari akar-akar permasalahan tersebut, penulis mengusulkan sebanyak 8 perbaikan pada tahap Improve dan terpilih sebanyak 4 usulan perbaikan yang menjadi prioritas. Lalu, pada tahap Control penulis menyusun prosedur standar operasi berdasarkan usulan perbaikan tersebut guna memantau kinerja layanan UPT Asrama. ======================================================================================================= The high competition of universities in Indonesia has an impact on the demands of every university in providing quality education services, one of which is in terms of public facilities. As one of the best universities in Indonesia, ITS should provide the best service for its academic community by providing various public facilities. Student Dormitory is a residental unit at ITS which is still the accommodation of choice for new students during their study period. Along with the increasing interest of new students to live in Student Dormitory, Dormitory Office seeks to improve the quality of its services in order to compete with other accommodation businesses. Improving service quality can be implemented by improving business processes. Currently, the Student Dormitory is facing several problems related to its business processes. In order to improve business processes, DMAIC Six Sigma method is assessed as a systematic and measurable methodology that can be used to improve business processes. This study aims to propose improvements to the ITS Student Dormitory business process using the DMAIC method, where the results of these improvements will be documented by compiling appropriate standard operating procedures. The research design chosen is descriptive qualitative research with a case study approach, where the author conducts an in-depth analysis using some methods such as observation and interviews. Based on the business process mapping from the reservation process to check-out at the Define stage, there were 14 problems identified. At the Measure stage, the author conducts a risk analysis using FMEA. As a result, there are 3 problems with the highest risk value. At the Analyze stage, the root cause of the problem is identified. From the roots of these problems, the author proposes 8 improvements at the Improve stage and selected 4 priority improvement suggestions. Finally, at the Control stage, the authors develop standard operating procedures based on that proposed improvements to monitor the service performance of Dormitory Office.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Asrama, DMAIC, ITS, prosedur, proses, DMAIC, dormitory, ITS, procedure, process
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation
H Social Sciences > HD Industries. Land use. Labor > HD58.87 Reengineering (Management) Business process
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions: Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User: Vevy Febrilian
Date Deposited: 21 Jul 2021 09:18
Last Modified: 21 Jul 2021 09:18
URI: https://repository.its.ac.id/id/eprint/84399

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