PENINGKATAN KINERJA PELAYANAN PADA INDUSTRI TELEKOMUNIKASI DENGAN PENDEKATAN VALUE STREAM MAPPING (STUDY KASUS PT TELKOM REGIONAL II)

NUGROHO, ARIEF (2017) PENINGKATAN KINERJA PELAYANAN PADA INDUSTRI TELEKOMUNIKASI DENGAN PENDEKATAN VALUE STREAM MAPPING (STUDY KASUS PT TELKOM REGIONAL II). S2 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

PT Telkom Indonesia is the largest telecommunications provider in Indonesia that has been serving the country for about 160 years. As the company grows, the range of services available is also increased, from only provider of fixed network to the Internet and IPTV. Telkom always follow what customers need. However, the problem can not be avoided. Problems can always arise from various aspects of both the controlled and uncontrolled. To provide the best service, Telkom offers services to repair and fix problems encountered by customers, but this is not an easy task, to date Telkom has not been able to meet Service Level Guaranteed promised to customers. There are also many outstanding tickets unresolved even when Telkom has a lot of human resources. Therefore, this study aims to reduce the time required to fix problems with the methodology by applying Lean Value Stream Mapping and eliminating waste and increasing the activity of non value added and non value added but Necessary. Through this approach, the simulation is a tool that success or failure of the implementation of lean in a company. By using this method lead time decreases, so the level of customer satisfaction has increased. So that the service does not experience delays in order to achieve corporate targets. Keyword(s): Telecommunications, Telkom, Service,Simulation Value Stream Mapping, Lead Time

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