PANGESTU, PRAYOGA (2025) EVALUASI TIME TO DELIVERY DAN IDENTIFIKASI FAKTOR KETERLAMBATAN INSTALASI LAYANAN INTERNET SEGMEN B2B: STUDI KASUS PT TELKOM INDONESIA WITEL JAKARTA BARAT. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study underscores the urgency of accelerating B2B internet installations at PT Telkom Indonesia – Witel Jakarta Barat to meet the ≤7-day service-level agreement (SLA) mandated by the Ministry of Communication and Informatics Regulation (MoCI) No. 15/2013. An evaluation of 3,394 orders in Q1/2024 shows 89.13% ontime completion—below the ≥95% regulatory threshold—thus warranting process improvement. The study integrates Value Stream Mapping (VSM) and Kaizen to close this performance gap. Initial mapping reveals value-added time (VA-time) of 140 hours (~5.83 days) across the site survey–cable pulling–activation stream, with more than half of the duration lost to technician scheduling queues and material availability.The dominant contributors are Site Survey (88 hours; ~3.67 days) and Installation (48 hours; ~2 days). Kaizen interventions target digital technician scheduling/dispatch (CRM/workforce management), standardised work-orders and QC documents, and barcode/FIFO-based material governance, reinforced by regular (at least monthly) 5S audits to strengthen orderliness, discipline, and safety. In the future-state VSM (FVSM), VA-time drops to ~7 hours (~0.29 days)—a saving of ~133 hours (5.54 days) or ~95%; specifically, Site Survey is reduced from 88→1 hour and Installation from 48→2 hours. A simulation of the new procedures projects SLA compliance >97% alongside fewer customer complaints. Annual performance trends are consistent with this projection: TTI in 2024 decreases to ~1.69 days (40.6 hours) and ≤7-day TTD compliance rises to 96.96%, remaining ≥95% from April–October 2024 with a September peak of 99.11%. Collectively, the evidence confirms that the synergy of VSM + Kaizen-5S + digitalisation effectively eliminates non-value-added activities, accelerates delivery (in hours and days), and secures regulatory compliance in the telecommunications sector. Keywords: internet delivery, delay, Kaizen, Value Stream Mapping Penelitian ini menekankan urgensi percepatan pemasangan layanan internet segmen B2B di PT Telkom Indonesia Witel Jakarta Barat agar memenuhi SLA ≤ 7 hari sesuai Permen Komdigi No. 15/2013. Evaluasi 3.394 order pada Triwulan I/2024 menunjukkan ketepatan waktu 89.13%, masih di bawah ambang ≥95% sehingga diperlukan perbaikan proses. Studi mengintegrasikan Value Stream Mapping (VSM) dan Kaizen untuk menutup kesenjangan tersebut. Pemetaan awal mengungkap VA-time 140 jam (~5,83 hari) pada rangkaian site survey–penarikan kabel–aktivasi, dengan lebih dari separuh waktu hilang pada antrean penjadwalan dan ketersediaan material. Penyebab dominan terletak pada Site Survey (±88 jam; ~3,67 hari) dan Instalasi (±48 jam; ~2 hari). Kaizen diarahkan pada digitalisasi penjadwalan/penugasan teknisi (CRM/workforce management), standarisasi workorder & dokumen QC, serta tata kelola material berbasis barcode/FIFO diikuti audit 5S berkala (minimal bulanan) untuk memperkuat kerapian, ketertiban, dan keselamatan kerja. Pada rancangan proses masa depan (FVSM), VA-time turun menjadi ±7 jam (~0,29 hari) penghematan ±133 jam (5,54 hari) atau 95%; secara rinci Site Survey menyusut 88→1 jam dan Instalasi 48→2 jam. Simulasi prosedur baru memproyeksikan kepatuhan SLA >97% dan penurunan keluhan pelanggan. Capaian tahunan pun selaras: TTI 2024 turun ke ±1,69 hari (40,6 jam) dan kepatuhan TTD ≤ 7 hari naik menjadi 96,96%, stabil ≥95% pada April–Oktober 2024 dengan puncak September 99,11%. Rangkaian bukti ini menegaskan bahwa sinergi VSM + Kaizen-5S + digitalisasi efektif menyingkirkan aktivitas non-nilai tambah, mempercepat layanan (dalam jam dan hari), serta memastikan pemenuhan standar regulasi di industri telekomunikasi Kata kunci: internet delivery, keterlambatan, Kaizen, Value Stream Mapping
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