KOPA, CHAERUL ANWAR (2024) UPAYA PENINGKATAN CAPAIAN PERLUASAN PESERTA BPJS KESEHATAN SEGMEN PEKERJA PENERIMA UPAH BADAN USAHA (PPU BU) DI KANTOR CABANG SEMARANG. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Health insurance aims to ease the burden of costs caused by health problems due to illness or accident. One of the health insurances in Indonesia is BPJS, but several BPJS segments have not yet reached the target. This study aims to determine the root cause of the low effectiveness of BPJS telemarketing and to find out the proposed improvements to the implementation of BPJS telemarketing. This research is descriptive quantitative research. The population in this study is all performance data of BPJS Kesehatan KC Semarang as of the period of June 2020. The samples in this study are BPJS Health membership achievement data and telemarketing success rate data. Data retrieval using Fishbone Diagram and proposed improvements using the 5W+2H method. The obstacles faced by BPJS include 56% of BUs that are invalid and 25% of BUs that cannot be contacted, and there are various factors causing the problem which are classified in the Fishbone Diagram. There are 6 causes of problems based on human factors, methods, materials, machines, and the environment and suggestions for improvement are made starting from coordination, data classification, making summary and activity logs, monitoring and evaluating, mapping activities, and briefing employees. Several improvement efforts have resulted in an increase in the success rate of BPJS telemarketing by 293% and an increase in the expansion of participants in BPJS Kesehatan KC Semarang Segment PPU BU by 1200%. Keywords: DMAIC, Fishbone diagram, 5W+2H, 5Why Asuransi kesehatan bertujuan untuk meringankan beban biaya yang disebabkan oleh gangguan kesehatan akibat sakit atau kecelakaan. Salah satu asuransi Kesehatan di Indonesia adalah BPJS, namun beberapa segmen BPJS masih belum mencapai target. Penelitian ini bertujuan untuk mengetahui akar masalah penyebab rendahnya efektifitas telemarketing BPJS dan mengetahui usulan perbaikan terhadap pelaksanaan telemarketing BPJS. Penelitian ini merupakan penelitian kuantitatif deskriptif. Populasi dalam penelitian ini adalah semua data kinerja BPJS Kesehatan KC Semarang per periode Juni 2020. Sampel pada penelitian ini yaitu data capaian kepesertaan BPJS Kesehatan dan data success rate telemarketing. Pengambilan data menggunakan Fishbone Diagram dan usulan perbaikan menggunakan metode 5W+2H. Kendala yang dihadapai BPJS diantaranya adalah terdapat 56% BU yang tidak valid dan terdapat 25% BU yang tidak dapat dihubungi, serta terdapat berbagai faktor penyebab masalah yang terklasifikasikan dalam Fishbone Diagram. Terdapat 6 penyebab masalah berdasarkan faktor manusia, metode, material, mesin, dan lingkungan serta dilakukan usulan perbaikan mulai dari koordinasi, pengklasifikasian data, membuat summary dan log activity, melakukan monitoring dan evaluasi, memetakan aktivitas, serta pembekalan kepada karyawan. Beberapa upaya perbaikan menunjukan hasil peningkatan successs rate telemarketing BPJS sebesar 293% dan peningkatan capaian perluasan peserta BPJS Kesehatan KC Semarang Segmen PPU BU sebesar 1200%. Kata Kunci: DMAIC, Fishbone diagram, 5W+2H, 5Why
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CD/551. 24 001 |
| NIM/NIDN Creators: | 55117110159 |
| Uncontrolled Keywords: | DMAIC, Fishbone diagram, 5W+2H, 5Why |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi > 368.3 Old Age, Death, Illness, Injury Insurance/Asuransi Jiwa, Asuransi Kesehatan 600 Technology/Teknologi > 610 Medical, Medicine, and Health Sciences/Ilmu Kedokteran, Ilmu Pengobatan dan Ilmu Kesehatan 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.3 Personnel Management/Manajemen Personalia, Manajemen Sumber Daya Manusia, Manajemen SDM |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | khalimah |
| Date Deposited: | 11 Jan 2024 09:06 |
| Last Modified: | 11 Jan 2024 09:06 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/85293 |
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