Research Paper
Year: 2019 | Month: July | Volume: 6 | Issue: 7 | Pages: 486-495
Service Quality Improvement Using Lean Six Sigma: Case Study of PT PLN (Persero) Unit Layanan Pelanggan (ULP) Perbaungan
Lamringan Sihotang1, Dr. Ir. Nazaruddin2, Dr. Isfenti Sadalia2
1Postgraduate Students Master of Management University of North Sumatera, Indonesia
2Postgraduate Lecturer Master of Management University of North Sumatera, Indonesia
Corresponding Author: Lamringan Sihotang
ABSTRACT
PT PLN (Persero) ULP Perbaungan as a provider of electricity must be able to provide service quality that meets customer wants and needs. Service improvement can be done by analyzing identification of the causes of critical to quality and making improvements. The methodology used in improving service quality is lean six sigma with the DMAIC principle (Define, Measure, Analyze, Improve and Control). Define stage is used to determine critical to quality, measure to calculate gap service quality, baseline variables and attributes, sigma level and DPMO (Defects Per Million Opportunities), analyze is done to find the root cause that becomes waste. After determining the attributes that become the highest waste three gaps and the largest DPMO, the small sigma level is then improved in improving the quality of service to customers. Sigma level measurement using the lean six sigma method shows that the level is still at 2.67 and is still far from the 6 sigma target with a DPMO value of 121011.69. Detail dimensions of service quality in the main priority hierarchy are improved based on the calculation of the smallest sigma value, the highest DPMO, the biggest negative gap between satisfaction and expectation is starting from the first reliability, followed by responsiveness, then assurance, empathy, and finally tangible, while attributes are being the three main priorities to be repaired is electricity is rarely extinguished at my location, then the attributes of PLN officials quickly overcome the disturbances that occur, then the PLN always notifies information before a power outage is carried out.
Key words: Service Quality, Lean Six Sigma, DMAIC, DPMO
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