Assessment of Organization Readiness on Implementing Six Sigma Methodology (Case Study: Dispendukcapil Surabaya)

Puteri, Brigitta Mayori (2021) Assessment of Organization Readiness on Implementing Six Sigma Methodology (Case Study: Dispendukcapil Surabaya). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Six Sigma merupakan sebuah konsep yang menantang untuk diimplementasikan di sektor publik. Dalam penelitian ini, Dispendukcapil Surabaya sebagai organisasi pelayanan publik yang menangani pelayanan administrasi kependudukan di Surabaya ingin mengadopsi metodologi Six Sigma untuk meningkatkan kualitas jasanya. Pelayanan yang diberikan Dispendukcapil Surabaya saat ini semuanya berbentuk daring. Memiliki sistem daring tidak menjamin data terdata dengan baik di database. Beberapa permasalahan pada sistem menjadi perhatian dan tantangan bagi Dispendukcapil Surabaya untuk menerapkan metodologi Six Sigma. Sebelum Dispendukcapil Surabaya memutuskan untuk menerapkan metodologi baru ke dalam seluruh prosesnya, organisasi perlu menilai kesiapannya dalam menerapkan metodologi tersebut agar pengimplementasiannya berhasil. Tinjauan pustaka tentang penilaian kesiapan telah dilakukan untuk menyusun metodologi penelitian. Kemampuan manajemen puncak, evaluasi niat dan komitmen manajemen tengah untuk melakukan Six Sigma, kemampuan organisasi, dan kesiapan organisasi untuk berubah merupakan faktor penting dalam penilaian kesiapan. Pengumpulan data dilakukan melalui observasi langsung, wawancara dengan manajemen puncak, dan penyebaran kuesioner kepada seluruh pegawai dan manajemen Dispendukcapil Surabaya dengan menggunakan Skala Likert. Hasil penilaian menunjukkan bahwa Dispendukcapil Surabaya siap untuk mengadopsi Six Sigma dalam aspek kemampuan manajemen puncak, kemampuan organisasi, dan kemauan manajemen tengah untuk berpartisipasi dalam Six Sigma, sedangkan penilaian lainnya seperti persepsi manajemen tengah terhadap kinerja terkait pemohon, kinerja organisasi di tingkat operasional, dan kesiapan organisasi untuk berubah terutama pada banyaknya perubahan yang dilakukan di Dispendukcapil dalam waktu yang terlalu pendek menunjukkan bahwa Dispendukcapil Surabaya belum siap untuk menerapkan metodologi Six Sigma. Usulan rekomendasi diberikan terkait hasil penilaian dan langkah mengukur sigma diberikan agar Dispendukcapil Surabaya dapat menyukseskan mengimplementasikan Six Sigma di masa yang akan datang. ======================================================================================================= Six Sigma is a concept that is challenging to be implemented in public sector setting. In this research, Dispendukcapil Surabaya as a governmental public service that handles population administration service in Surabaya wants to adopt Six Sigma methodology in order to improve its quality. The current services provided by Dispendukcapil Surabaya are all in the form of online system. Having an online system does not guarantee that the data are well-recorded in the database. Several problems in the current system become the concern and challenge for Dispendukcapil Surabaya to implement Six Sigma methodology. Before Dispendukcapil Surabaya decides to implement the new methodology into its whole process, the organization needs to assess its readiness on implementing the methodology in order to have successful implementation. Literature review on readiness assessment has been conducted in order to construct the research methodology. Top management’s ability, evaluation of middle management’s intention and commitment to conduct Six Sigma, organizational ability, and organizational change readiness are critical factors in the readiness assessment. Data is collected through direct observation, interview with top management, and questionnaire distribution to all management and employees of Dispendukcapil Surabaya using Likert Scale. The results of the assessment show that Dispendukcapil Surabaya is ready to adopt Six Sigma in terms of top management ability, organizational capability, and middle management's willingness to participate in Six Sigma, while other assessments such as middle management's perception of customer-related performance, organizational performance at operational level, and organizational change readiness especially the enormous changes made by Dispendukcapil Surabaya in short period of time shows that Dispendukcapil Surabaya is not ready to apply the Six Sigma methodology. Proposed recommendations are given regarding the results of the assessment and steps to measure sigma are given so that Dispendukcapil Surabaya can successfully implement Six Sigma in the future.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Six Sigma, Penilaian Kesiapan, Critical Success Factor, Pelayanan Publik di Negara Berkembang, Readiness Assessment, Public Service in Developing Country
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions: Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Brigitta Mayori Puteri
Date Deposited: 19 Aug 2021 01:30
Last Modified: 19 Aug 2021 01:30
URI: https://repository.its.ac.id/id/eprint/87432

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