PRADIPTA, SYAFAAT (2023) PENINGKATAN LAYANAN PENYAMBUNGAN SAMEDAY SERVICE UNTUK MENURUNKAN RASIO KELUHAN DENGAN METODE KAIZEN DI PT PLN (PERSERO) UNIT LAYANAN PELANGGAN CILEGON. S2 thesis, Universitas Mercu Buana - Menteng.
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Abstract
In the period July 2020 to July 2021, 33% of all reports were about consumer concerns about the connection process. The goal of this study is to use the Kaizen approach to develop an improvement in the business process of new connecting electricity and adding power to consumers at PT PLN (Persero) ULP Cilegon. Researchers employ primary data in the customer connection business process by deep conversation with the officers and making on-site observations. The PDCA method was used to assess the research findings. To study the underlying causes of the causes in the early phases, the researcher used the fishbone and 5why methodologies. Some of the barriers to sameday service connection include personnel not knowing that the duration of the connection is one day, the officer's work equipment being incomplete, the state of the material not always being available, and no change to the connection speed target. Three initiatives were implemented to address the root of the issue with sameday service connection services: outreach to connection officers regarding the target sameday service; adding location coordinates to the connection application file; and implementing simultaneous equipment titles to guarantee that all vendors complete their equipment and work equipment. The 5W1H technique is used to arrange these three objectives in an action plan. The success rate of the sameday service increased to 97% as a result of deploying the repair solution. Keywords: Kaizen, fishbone diagram, 5why, 5W1H, business process improvement, customer complaints. Persentase keluhan pelanggan mengenai proses penyambungan mendominasi sebesar 33% dari keseluruhan laporan pada periode Juli 2020 hingga Juli 2021. Penelitian ini bertujuan untuk merancang perbaikan pada proses bisnis penyambungan listrik pasang baru dan tambah daya pelanggan di PT PLN (Persero) Unit Layanan Pelanggan Cilegon dengan metode Kaizen. Peneliti menggunakan data primer dalam proses bisnis penyambungan pelanggan dengan berdiskusi secara langsung bersama para penanggung jawab terkait serta observasi langsung di lapangan. Hasil penelitian dianalisa menggunakan metode PDCA. Pada tahap awal peneliti menggunakan metode fishbone dan 5why untuk menganalisa akar masalah penyebab pelanggan tidak mendapatkan layanan sameday. Beberapa penghambat pelayanan penyambungan sameday service diantaranya petugas belum paham bahwa durasi penyambungan satu hari, alat kerja petugas tidak lengkap, kondisi material yang tidak selalu tersedia, belum ada penyesuaian target kecepatan penyambungan. Untuk menanggulangi akar masalah dalam layanan penyambungan sameday service maka dilakukan tiga inisiatif yakni sosialisasi kepada petugas penyambungan terhadap target sameday service, penambahan keterangan informasi koordinat lokasi yang akan dipasang pada berkas permohonan penyambungan dan pelaksanaan gelar peralatan serentak untuk memastikan semua vendor melengkapi peralatan dan perlengkapan kerjanya. Ketiga inisiatif ini disusun dalam sebuah action plan dengan metode metode 5W1H. Dampak dari penerapan solusi perbaikan adalah peningkatan keberhasilan layanan sameday service menjadi 97%. Kata kunci: Kaizen, fishbone diagram, 5why, 5W1H, perbaikan proses bisnis, keluhan pelanggan.
| Item Type: | Thesis (S2) |
|---|---|
| NIM/NIDN Creators: | 55120110062 |
| Uncontrolled Keywords: | Kaizen, fishbone diagram, 5why, 5W1H, perbaikan proses bisnis, keluhan pelanggan. |
| 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: | MELATI CAHYA FITRIANI |
| Date Deposited: | 16 Sep 2023 05:09 |
| Last Modified: | 16 Sep 2023 05:09 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/81015 |
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