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ITS » Paper and Presentation » Manajemen Industri-S2 MMT
Posted by anisw@its.ac.id at 24/05/2016 16:20:45  •  782 Views


IMPLEMENTATION OF LEAN THINKING IN IMPROVING THE QUALITY OF SPEEDY SERVICE DISTURBANCE AT PT. TELECOMMUNICATION INDONESIA TBK. TELKOM REGIONAL DIVISION-V

IMPLEMENTASI LEAN THINKING DALAM PENINGKATAN KUALITAS PELAYANAN GANGGUAN SPEEDY DI PT. TELEKOMUNIKASI INDONESIA Tbk. TELKOM DIVISI REGIONAL-V

Author :
LUKITASARI, PRITA ( 9112201504 )




ABSTRAK

Dewasa ini pertumbuhan telekomunikasi yang semakin pesat dikarenakan adanya kebutuhan dari masyarakat membuat PT. Telkom Indonesia juga harus mengembangkan variasi bisnisnya yang bergerak dibidang jasa telekomunikasi. Oleh karenanya Telkom saat ini sedang gencar melakukan pembenahan pada kualitas layanan SPEEDY yang merupakan salah satu produk jasa penyedia internet. Pembenahan ini dititikberatkan pada kualitas pelayanan pasca pemasangan provider yaitu pada penangan gangguan. Dengan lamanya waktu pelayanan yang berkisar kurang dari tiga hari saat ini Telkom ingin mempercepatnya menjadi sehari atau one day services. Penelitian ini akan menggunakan metode Lean Thinking. Metode Lean Thinking adalah metode menghilangkan 7 waste untuk menciptakan suatu aliran aktivitas produksi atau jasa tanpa adanya gangguan proses rework aliran balik backflow aktivitas menunggu waiting dan juga sisa. Value Stream Analysis Tool VALSAT adalah tool yang digunakan untuk mengidentifikasi waste pada aliran sistem pelayanan. Setelah dilakukan perbaikan maka didapatkan waktu yang dibutuhkan untuk proses pelayanan gangguan speedy yang semula 4794 jam dapat diturunkan menjadi 2866 jam sehingga terjadi pengurangan waktu sebesar 1928 jam.


ABSTRACT

Recently the growth of telecommunications is rapidly increasing due to community demand in respons to this development PT. Telkom Indonesia wish to provide a series of telecomunication business and services. In order to improve a service quality of SPEEDY services in internet provider PT. Telkom Indonesia is planning to improve the problem of fault handling in post of installation. For the time being the performance of fault handling through the service system achieve less than 3 days the target is set up for 1 days or a one-day services. This study propose to utilized a Lean Thinking methode for obtaining the efficiency of services. It is found by this methode that 7 wastes non added value activity should be eliminated in order to create activities to be more efficient lean zero fault zero reworking zero backflow zero waiting and zero waste. Value Stream Analysis Tool VALSAT was utilized as tool for analysing the wastes in the activities flow of the system. This research provides that the time of processing service handling could be reduced by 1928 hours from previously of 4794 hours to be 2866 hours.



Keywordskepuasan pelanggan; kualitas pelayanan; Lean Thinking; VALSAT; waste
 
Subject:  None
Contributor
  1. Prof. Dr. Ir. Udisubakti C., MEngSc
Date Create: 22/01/2015
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-paper-91121160008988
Collection ID: 91121160008988
Call Number: RTMT 658.812 Luk i


Source
Paper and Presentations, Magister Management Techonology, RTMT 658.812 Luk i, 2015

Coverage
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Copyright @2016 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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  1.  ITS-paper-41609-9112201504-paperpdf.pdf - 548 KB
  2.  ITS-paper-41609-9112201504-presentationpdf.pdf - 1680 KB




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