Rancangan Penerapan Lean Service Di Departemen Service Conrol Guna Meningkatkan Pelayanan Terhadap Pelanggan Internal Di Gedung Kantor Pusat PT XYZ TBK

Agustin, Meilan (2012) Rancangan Penerapan Lean Service Di Departemen Service Conrol Guna Meningkatkan Pelayanan Terhadap Pelanggan Internal Di Gedung Kantor Pusat PT XYZ TBK. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The application of lean concepts in manufacturing have often heard success. And it should also be used in service industry. The use of lean concept was expected to make the process of work will more effective and efficient. The purpose of this study was to analyze and propose improvements to work processes that have been conducted so far, so it will obtain a series of work within their lean principles, namely: value, value stream, flow, pull, and continuous improvement. One main task of the Service Control at PT. XYZ Tbk was the handling of complaints about the comfort of the employees in the work. Based on data for the year 2011, complaints regarding power supply (lighting) reached 53.2%. Based on the mapping process carried out on the handling of complaints lighting problem, obtained the total time it takes as much as 109 minutes. To capture the value of internal customers, distributed questionnaires to 50 respondents. The selected sample is the department that is in the halls of PT XYZ Tbk are then represented by a person who assessed understanding of the complaint process. After improvement with lean concepts, the completion time of the complaint obtained change lamp replacement to 58 minutes, or increased by 53.2%. Keywords: Lean, Process Mapping, Lean Service, Lean Tools. Penerapan konsep lean di bidang manufaktur sudah sering terdengar keberhasilannya. Dan sudah seharusnya konsep lean dapat dipergunakan juga di bidang jasa. Pengunaan konsep lean diharapkan dapat membuat proses kerja yang ada selama ini menjadi lebih efektif dan efisien. Tujuan dari penelitian adalah untuk menganalisa serta memberikan usulan perbaikan terhadap proses kerja yang telah dilakukan selama ini, sehingga akan diperoleh rangkaian kerja yang sesui dengan prinsip dasar lean, yaitu: value, value stream, flow, pull, dan continuous improvement. Salah satu tugas utama bagian Service Control di PT. XYZ Tbk adalah penanganan komplain mengenai kenyamanan karyawan dalam bekerja. Berdasarkan data selama tahun 2011, komplain mengenai catudaya (penerangan) mencapai 53.2%. Berdasarkan process mapping yang dilakukan terhadap penanganan komplain masalah penerangan, didapat total waktu yang dibutuhkan sebanyak 109 menit. Untuk menangkap value dari internal customer, disebar kuesioner kepada 50 responden. Sample yang dipilih adalah departemen yang berada digedung kantor pusat PT XYZ Tbk yang kemudian diwakili oleh seseorang yang dinilai memahami dari proses komplain. Setelah dilakukan perbaikan dengan konsep lean, didapatkan perubahan waktu penyelesaian komplain penggantian lampu menjadi 58 menit atau meningkat sebanyak 53.2%. Kata Kunci : Lean, Process Mapping, Lean Service, Lean Tools.

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