NASUTION, GIZHA ARDIZHA EFENDI (2022) ANALISA KINERJA PELAYANAN PENERBITAN POLIS DENGAN METODE DMAIC DI PT.XYZ. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
This study was structured to analyze the factors causing delays in policy issuance and provide suggestions for improvements to PT. XYZ. In addition, to analyze proposed improvements to achieve the target of SLA policy issuance. The method used in this research is DMAIC, fishbone diagram, and 5W+1H. Respondents in this study were customers of PT. XYZ. The number of respondents as many as 150 respondents. The results of the study obtained an increase in productivity of 5%, where the improvements made were training users how to read quotations, training new users to be able to balance old users, making standard feedback template data storage, making improvements to the application by eliminating manual processes, making improvements to the application. by making a real time report withdrawal menu, improving the processing time of each process in accordance with the SLA. Keywords: DMAIC, Fishbone diagram, 5W+1H Productivity, Improvement. Penelitian ini disusun untuk menganalisa faktor-faktor penyebab keterlambatan penerbitan polis dan memberikan usulan perbaikan kepada PT. XYZ. Selain itu juga untuk menganalisa usulan perbaikan untuk mencapai target SLA penerbitan polis. Metode yang digunakan pada penelitian ini adalah DMAIC, diagram tulang ikan, dan 5W+1H. Responden pada penelitian ini adalah nasabah PT. XYZ. Jumlah responden sebanyak 150 responden. Hasil penelitian diperoleh peningkatan produktivitassebesar 5%, dimana improvement yang dilakukan adalah training user cara membaca quotation, training user baru untuk dapat menyeimbangi user lama, pembuatan standar penyimpanan data template feedback, melakukan perbaikan pada aplikasi dengan menghilangkan proses manual, melakukan perbaikan pada aplikasi dengan membuat adanya menu penarikan report real time perbaikan waktu pengerjaan masing-masing proses sesuai dengan SLA. Kata Kunci: DMAIC, Diagram Tulang Ikan, 5W+1H, Produktivitas, Improvement
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55119120020 |
| Uncontrolled Keywords: | DMAIC, Fishbone diagram, 5W+1H Productivity, Improvement |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | RIA SYAFITRI |
| Date Deposited: | 16 Jun 2022 04:50 |
| Last Modified: | 05 Oct 2022 03:00 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/63345 |
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