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ITS » Paper and Presentation » Manajemen Industri-S2 MMT
Posted by aprill@is.its.ac.id at 19/11/2015 09:15:23  •  670 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.



KeywordsLean Service; Lead Time; Value Stream; Cause-andEffect Diagram
 
Subject:  Mutu belajar manufaktur
Contributor
  1. Prof.Dr.Ir.Suparno, MSIE
Date Create: 19/11/2015
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-paper-91121150008204
Collection ID: 91121150008204
Call Number: RTMT 658.562 Cho i


Source
Paper and Presentations, Magister Management Techonology, RTMT 658.562 Cho i, 2015

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Copyright @2015 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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ITS-paper-91121150008204-39639.pdf




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