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ITS » Master Theses » Manajemen Industri-S2 MMT Posted by aprill@is.its.ac.id at 19/11/2015 09:15:10 • 773 Views
IMPLEMENTASI LEAN SERVICE PADA PROSES UPGRADE LAYANAN DALAM PROGRAM APRESIASI PELANGGAN UNTUK MENGURANGI LEAD TIME DAN NON VALUE ADDED ACTIVITES DI PT.TKM SURABAYA
IMPLEMENTATION OF LEAN SERVICE ON CUSTOMER APPRECIATION PROGRAM TO REDUCE LEAD TIME AND NON -VALUE ADDED ACTIVITIES IN PT. TKM SURABAYA
Author : CHAIRUNNISA, PUTRI ( 9111201416 )
ABSTRAK
PT TKM Surabaya sebagai perusaahan penyedia layanan jasa telekomunikasi
sedang mengalami persaingan yang ketat. Perusahaan dituntut untuk selalu
melakukan perbaikan dimana saat ini perusahaan berusaha melakukan perbaikan
di program customer retention. Dalam proses upgrade layanan pada program ini
dikatakan masih lamban. Hal ini teridentifikasi dari pemenuhan order hariannya hanya mencapai 59 sehingga lead time proses delivery service ke pelanggan menjadi lama. Permasalahan ini disebabkan oleh pemborosan waste dari non value added activity. Diperlukan sebuah pendekatan untuk mengeliminasi pemborosan tersebut salah satunya dengan pendekatan lean in service. Dengan strategi lean yang berarti suatu usaha oleh seluruh elemen perusahaan untuk bersama-sama mengeliminasi waste perusahaan diharapkan mampu meningkatkan rasio nilai tambah value added terhadap pemborosan. Setelah menggambarkan kondisi perusahaan dengan Big Picture Mapping hasil dari kuesioner seven waste in service dilakukan pemetaan secara detail dengan VALSAT dan dianalisa akar penyebabnya dengan cause effect diagram. Dari hasil kuesioner diolah dan dianalisis dengan diagram pareto sehingga didapat 3 jenis
waste yang memiliki bobot paling tinggi yaitu Error 30 Delays 28 dan Unclear Communication 22 . Hasil skor dari kusioner tersebut dikonversikan kedalam matriks VALSAT didapatkan mapping tool yang dominan yaitu Process Activity Mapping 35.64. Pada current state rata-rata waktu yang dibutuhkan dalam keseluruhan proses upgrade layanan adalah sebesar 74.00 jam 44.42 jam untuk value added dan sebesar 23.42 jam untuk non-value added. Sedangkan pada kondisi future state setelah perbaikan adalah 31.67 jam untuk value added dan 4.17 jam non-value added. Sehingga Lead Time proses upgrade layanan ini menjadi lebih singkat dari 74.00 jam menjadi 38.8 jam.
ABSTRACT
As a provider of telecommunications services PT TKM Surabaya is being
experiencing intense in high competition. Companies are required to make continous improvements where the company tries to make correction in the
customer retention programs. The upgrade of program service process still runs slow. It was identified from daily order which the fulfillment only reached in 59 that is way the lead time of service delivery process to the customer becomes longer. This problem is caused by waste of non- value added activity. It requires an approximation method to eliminate those inefficiency one of them with a lean in service approach. With a lean strategy which means an attempt by the company to all elements together to eliminate waste the company is expected to increase the ratio of value added value added to those inefficiency. After describing the condition of the company with the Big Picture Mapping the results of the questionnaire seven waste in service showed it did with detailed mapping
VALSAT and analyzed the main issues with cause effect diagram. From the
results of the questionnaire were processed and analyzed with Pareto diagrams in order to get 3 types of waste which has the highest weight that namely Error 30 Delays 28 and unclear communication 22. The results of that questionnaire scores are converted into matrix VALSAT it found that the dominant mapping tool which is the Process Activity Mapping 35.64. In the current state the average time needed to those process service upgrade is on 74.00 hours 44.42 hours for value added and on 23.42 hours for the non - value added.
While the conditions of the future state after correction is 31.67 hours for value added and 417 hours of non - value added. So that the result of lead time on this upgrade process becomes shorter from 74.00 hours to 38.8 hours.
Keywords:
Lean Service; Lead Time; Value Stream; Cause-andEffect Diagram
Subject
: Mutu belajar manufaktur
Contributor
Prof.Dr.Ir.Suparno, MSIE
Date Create
: 19/11/2015
Type
: Text
Format
: pdf
Language
: Indonesian
Identifier
: ITS-Master-91103150001554
Collection ID
: 91103150001554
Call Number
: RTMT 658.562 Cho i
Source Master Theses of Magister Management Techonology, RTMT 658.562 Cho i, 2015
Coverage ITS Community
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