EVALUASI PROSES PELAYANAN AKADEMIK PERGURUAN TINGGI SWASTA DENGAN MENGGUNAKAN PENDEKATAN LEAN

CORNELLIA, RIRI (2016) EVALUASI PROSES PELAYANAN AKADEMIK PERGURUAN TINGGI SWASTA DENGAN MENGGUNAKAN PENDEKATAN LEAN. S2 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

There is an increasing number of students from each year must be faced by the private colleges. But it was not seen at a university in East Jakarta. According to data obtained stating 75% of students are not satisfied with the services provided by the university, especially the academic part. There are several service processes identified in accordance troubled student complaint data are taken as 100 student respondents. 37% process KRS lead to many problems, but the implementation of the test is 24%, and 18% practical implementation. Therefore, the service process necessary to evaluate efforts to improve the service process becomes more effective. Lean approach is one method that can help the academic service process runs effective and efficiently. Evaluation obtained after performing the validation process is time KRS reaches 65% of the time that has been used, test execution reached 69% of the time that has been used, and the practical implementation reached 76% of the time that has been used. Therefore, the lean approach is intended through the implementation of 5 S can improve the service process becomes more effective and efficient and kerjsama team to mutually enhance the quality of service that student satisfaction can be realized. Keywords : Lean approach , mapping processes, create value , the process of servicing the academic colleges and 5S .

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