scholarly journals Implementasi Lean Six Sigma Dalam Penentuan Prioritas Perbaikan Kualitas Pelayanan Padarumah Sakit Di Kabupaten Lumajang

2018 ◽  
Vol 7 (2) ◽  
pp. 97-107
Author(s):  
Mohammad Ato’illah
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Hospital Services ◽  
Validity And Reliability ◽  
Services Research ◽  
Analysis Technique ◽  
Six Sigma Approach

ABSTRACT. The study aims to determine  the priority  of quality improvement of hospital  service based  on perception,  expectations  and importance  of customers  by using lean six sigma approach. The results of the study are  expected to contribute  to hospital  management  in providing  the best service  for the community. This research  determines  the priority  of service  quality  improvement of hospital  based  on service  quality dimension consisting of (1) tangible,  (2) reliability,  (3) reponsiveness,  (4) assurance and (5) emphaty. This study is a qualitative  descriptive research  intended to analyze the responses of respondents  on the quality of hospital services based on perception,  expectations  and importance  will be used to determine the priority of improving the quality of hospital services. Research  respondents  were 240 service users in four hospitals in Lumajang  district.  Data  analysis  technique  using  lean  six sigma  approach by first  testing  the  research instrument  with validity and  reliability  test. The results  of the study there  are  differences  in the order  of priority of service quality improvement at four hospitals. Priority  improvement in dr Haryoto hospital is the ability and dexterity in dealing with patient complaints, at the Bhayangkara hospital is the timeliness of open counter service, at Wijaya Kusuma hospital is completeness of examination equipment, and Islam hospital is the ability of the officer to explain thhe results of the examination.

scholarly journals THE ANALYSIS OF FRONT OFFICE DEPARTMENT SERVICE QUALITY FOR CUSTOMER’S SATISFACTION AT PADMA RESORT LEGIAN

2019 ◽  
Vol 2 (2) ◽  
pp. 66
Author(s):  
Ni Luh Putu Mira Indah Pratiwi ◽  
I Gusti Made Wendri
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Secondary Data ◽  
Validity And Reliability ◽  
Literature Study ◽  
Analysis Technique ◽  
Front Office ◽  
Perceptions And Expectations ◽  
Study Questionnaire

The purpose of this research is to know there is a gap between the guest’s perception and guest’s expectation to the Front Office Department service quality at Padma Resort Legian, and to know which indicators need to be improved and maintained to enhance the service quality of Front Office Department for customer’s satisfaction at Padma Resort Legian. The data used in this research are quantitative data which are collected from observation, literature study, questionnaire with validity and reliability tested and secondary data. The total of respondents are 60 respondents using incidental sampling method. Data analysis technique used is the SERVQUAL Method and Importance-Performance Analysis applied in Cartesian Diagram. The result of this research is show that there are negative and positive gap between perceptions and expectations. The result of the Importance-Performance Analysis found 1 indicator on Quadrant A which as the major weakness and need improvement which is the attributes number 4, fast and properly service of check-in and check-out process by the Front Office Staff. On the other hand, there are 6 indicators on Quadrant B which as the major strengths and opportunities. Padma Resort Legian should immediately improve the performance of indicator on Quadrant A to reach customer’s satisfaction.

scholarly journals A Review Paper on Simulation Based Six Sigma Approach in Quality Assurance

2019 ◽  
Author(s):  
Mehreen Sirshar ◽  
Iqra Hanif ◽  
Sidra Shahzad ◽  
Muneeza Khalid
Keyword(s):  
Six Sigma ◽  
Lean Six Sigma ◽  
Production Lines ◽  
Sigma Level ◽  
Simulation Based ◽  
Quality Product ◽  
Six Sigma Approach ◽  
Critical Process ◽  
Eda Tools

The main purpose of this research is to use “DMAIC” and “DMADV” framework of six sigma to reduce cost of projects, increase yields, improve performance and reduce defects. This study conclude that the sigma level of cement bag production in four production lines is “4.7 DPMO” values of 710 and the possibility of defects per unit of 11 possibilities this situation was handled by using six sigma. Any business or industry run only to satisfy customer and increase their profits, this can be attained as development of quality product..For the ranking of newly established universities the certification of those institutes is very important and also a critical process. For this process we used Lean six sigma approach that can identify the wastes that affect this process.Six sigma can be applied to any work field such as education, power optimization and other types of industries Six sigma “DMAIC” approach is also used for the testing of EDA tools that occurs due to the complex coding or configurations, flows and platforms they support. To improve the process quality of SDLC it’s necessary to remove the defects of system in advance along with thorough valuation of size and it also makes project accordant with real time environment

scholarly journals Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Konsumen di Kedai Kaizar Lahat

2012 ◽  
Vol 13 (2) ◽  
pp. 85-94
Author(s):  
Hayani Hayani ◽  
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Validity And Reliability ◽  
Significance Level ◽  
Analysis Technique ◽  
Associative Design ◽  
Positive Effect

This study aims to determine: (1) the effect of product quality on customer satisfaction of Kedai Kaizar Lahat (2) the quality of service on customer satisfaction of Kedai Kaizar Lahat, and (3) the effect of product quality and service quality on customer satisfaction of Kedai Kaizar Lahat. This research is a survey research with an associative design. The population in this study were all consumers of Kedai Kaizar Lahat. The sample of this research is most consumers of Kedai Kaizar Lahat in Kab. Lahat, amounting to 60 people. Data collection using a questionnaire that has been tested for validity and reliability. The data analysis technique used in this study is multiple regression analysis. The results of the study with a significance level of 5% found that (1) product quality has a positive effect on customer satisfaction, (2) service quality has a positive effect on customer satisfaction and (3) product quality and service quality have a positive and significant effect on customer satisfaction.

scholarly journals Improving the Quality of the Goods Delivery Supply Chain System with the Integration of Lean Six Sigma and AHP Methods

2021 ◽  
Vol 1 (1) ◽  
Author(s):  
Muhammad Iqbal Maulana ◽  
Hana Catur Wahyuni
Keyword(s):  
Supply Chain ◽  
Quality Improvement ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Research Needs ◽  
Supply Chain System ◽  
Chain System ◽  
Logistics Service ◽  
Selection For

Astrans Putra Logistik Ltd. is a logistics service company with shipping routes in Sidoarjo, Denpasar, Lombok and NTB. Some of the problems that occur, such as delays in the pick-up process of goods to the load that large but not enough for departure, cause the quality of the supply chain system to be poor. So this research needs to be done with the aim of knowing the point of waste in the supply chain, identifying the sigma value, and determining the priority for its improvement. Quality improvement is carried out using the Lean Six Sigma method with AHP integration as a priority selection for improvement. From the research results, it was found that there was waste that caused 3 (three) CTQ, namely delivery was delayed, goods were damaged or leaked, and there was a difference in the number of goods. The company's DPMO value is 34272 with a sigma value of 3.34. The priority for improvements that can be made based on AHP weight, namely check the package packages before they are sent (0,353), make SOP for the preparation of goods (0,167), and apply SOP for goods checking documents (0,142).

Toward Quality Measurement Approaches for Improving E-Government Services in Jordan

2016 ◽  
pp. 2182-2196
Author(s):  
Salah Alhyari ◽  
Mohammad Alhyari
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Information And Communication Technologies ◽  
User Satisfaction ◽  
Six Sigma ◽  
Quality Measurement ◽  
Government Services ◽  
Success Stories ◽  
Improved Performance

Recent research studies reveal that approaches are required in improving the quality of e-government services for ensuring success and improved performance that would result in user satisfaction. This chapter investigates combining lean six sigma applications and SERVQAUL approaches to improve quality of electronic services (e-services). While six sigma applications in the service sector have many success stories in quality improvement programs, there are a lack of studies conducted on its application in information and communication technologies such as e-services. This chapter addresses this gap in literature and benefits future studies in applying six sigma for quality improvement of various electronic projects that are gaining huge investments from develop countries and organizations. This chapter presents e-service dimensions (reliability, responsiveness, ease of use, personalization, Website design); in addition, it considers security as a very important dimension for e-service quality and identifies level of quality service provided by e-government in a developing country, such as Jordan. The results show that the quality measurement approach used improves e-service quality and increases user satisfaction.

IMPROVING CONSUMER SATISFACTION BY INTEGRATING ON SERVICE QUALITY AND LEAN SIXSIGMA METHODS

2017 ◽  
Vol 12 (Number 2) ◽  
pp. 25-34
Author(s):  
Neneng Leni Noviani ◽  
Masyhudzulhak Masyhudzulhak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Six Sigma ◽  
Consumer Satisfaction ◽  
Lean Six Sigma ◽  
Quality Level ◽  
Measurement Results

Service quality (SERVQUAL) is one method that can be used to measure customer satisfaction for services that have been received that is by comparing the level of perception and expectations. Lean, six sigma is a method or technique for controlling and improving the quality of which is a dramatic breakthrough in the field of quality and is always oriented to customer satisfaction with a measurement target of sigma quality level. Integration SERVQUAL and Lean Six Sigma methods aims to SERVQUAL measurement results were analysed is to determine the critical variables, followed by calculation of DPMO and sigma value of the critical variables that can be known variables thatpriority improvements.

scholarly journals PENDEKATAN LEAN SIX SIGMA DALAM PENENTUAN PRIORITAS PERBAIKAN LAYANAN BANK BERDASARKAN PERSEPSI, HARAPAN DAN KEPENTINGAN NASABAH

2017 ◽  
Vol 21 (1) ◽  
pp. 1
Author(s):  
Hesti Budiwati
Keyword(s):  
Service Quality ◽  
Six Sigma ◽  
Lean Six Sigma ◽  
Management Service ◽  
Quality Service ◽  
Banking Services ◽  
Interest Level ◽  
Advance Research ◽  
Study Management

This research have a purpose to determine of improvement priority of banking services base on perception, expectation and interest level of the customer using lean sig sigma approach.  The result of this research are expected to give the contribute for the bank manager. This research will determine to recovery priority of service quality of the bank consisted of (1) effectiveness and assurance, (2) access, (3) price, (4) tangible, (5) service portofolio and (6) reliability. This research using lean sig sigma approach, to doing the calculation unwighted gap and weighted gap above the response of  respondent base on perception, exspectation and interest level of the customer above the response of the responden base on perception, exspectation and interest level of the customer above servive quality of the bank. The population of this research is all active customera at PT. BPR Arta Centra Asia Lumajang, and sample of this research is taken as 120 customer as respondent. The result of this research showing at 3 (three) main priority of the recovery quality service of the bank that is dimension to reliability for the item the dont have a mistake in providing service, the dimension of the effectiveness is no delay because the birocation and procedure and service quickly. The next future this research are exspected to give the contribution to development of the study management science, especially for marketing management service, so it can be a reference for the similiarity of research and advance research.

Toward Quality Measurement Approaches for Improving E-Government Services in Jordan

2014 ◽  
pp. 82-98 ◽  
Author(s):  
Salah Alhyari ◽  
Mohammad Alhyari
Keyword(s):  
Quality Improvement ◽  
Service Quality ◽  
Information And Communication Technologies ◽  
User Satisfaction ◽  
Six Sigma ◽  
Quality Measurement ◽  
Government Services ◽  
Success Stories ◽  
Improved Performance

Recent research studies reveal that approaches are required in improving the quality of e-government services for ensuring success and improved performance that would result in user satisfaction. This chapter investigates combining lean six sigma applications and SERVQAUL approaches to improve quality of electronic services (e-services). While six sigma applications in the service sector have many success stories in quality improvement programs, there are a lack of studies conducted on its application in information and communication technologies such as e-services. This chapter addresses this gap in literature and benefits future studies in applying six sigma for quality improvement of various electronic projects that are gaining huge investments from develop countries and organizations. This chapter presents e-service dimensions (reliability, responsiveness, ease of use, personalization, Website design); in addition, it considers security as a very important dimension for e-service quality and identifies level of quality service provided by e-government in a developing country, such as Jordan. The results show that the quality measurement approach used improves e-service quality and increases user satisfaction.

scholarly journals Assurance of Myeloid Growth Factor Administration in an Infusion Center: Pilot Quality Improvement Initiative

2017 ◽  
Vol 13 (12) ◽  
pp. e1040-e1045 ◽  
Author(s):  
Pamela Maree Ramirez ◽  
Barry Peterson ◽  
Christine Holtshopple ◽  
Kristina Borja ◽  
Vincent Torres ◽  
...  
Keyword(s):  
Quality Improvement ◽  
Quality Of Care ◽  
Six Sigma ◽  
Hospital Costs ◽  
Safety Net ◽  
Primary Objective ◽  
Lean Six Sigma ◽  
Quality Improvement Initiative ◽  
Six Sigma Methodology

Purpose: Four incident reports involving missed doses of myeloid growth factors (MGFs) triggered the need for an outcome-driven initiative. From March 1, 2015, to February 29, 2016, at University of California Irvine Health Chao Infusion Center, 116 of 3,300 MGF doses were missed (3.52%), including pegfilgrastim, filgrastim, and sargramostim. We hypothesized that with the application of Lean Six Sigma methodology, we would achieve our primary objective of reducing the number of missed MGF doses to < 0.5%. Methods: This quality improvement initiative was conducted at Chao Infusion Center as part of a Lean Six Sigma Green Belt Certification Program. Therefore, Lean Six Sigma principles and tools were used throughout each phase of the project. Retrospective and prospective medical record reviews and data analyses were performed to evaluate the extent of the identified problem and impact of the process changes. Improvements included systems applications, practice changes, process modifications, and safety-net procedures. Results: Preintervention, 24 missed doses (20.7%) required patient supportive care measures, resulting in increased hospital costs and decreased quality of care. Postintervention, from June 8, 2016, to August 7, 2016, zero of 489 MGF doses were missed after 2 months of intervention ( P < .001). Chao Infusion Center reduced missed doses from 3.52% to 0%, reaching the goal of < 0.5%. Conclusion: The establishment of simplified and standardized processes with safety checks for error prevention increased quality of care. Lean Six Sigma methodology can be applied by other institutions to produce positive outcomes and implement similar practice changes.

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