Title: IMPROVING THE QUALITY OF TELEPHONE INTERFERENCE REPAIR SERVICES THAT CUSTOMERS WANTED USING THE SIX SIGMA METHOD AT PT TELKOM KANDATEL SURABAYA TIMUR

Author: ENY APRILIYANTI

Affiliations: Master of Accounting Study Program, Faculty of Economics and Business, Universitas Airlangga Surabaya

Publisher: Universitas Airlangga

Abstract

The current telecommunications business is leading to competition that arises as a result of technological advances and changes in market needs. This requires PT Telkom management to be critical of sensitive factors such as customer satisfaction and customer loyalty. Therefore, using a measurement method for service quality provides an effective solution to improve quality dramatically towards the point of zero defects. This research focuses on improving the quality of fault repair services at PT Telkom East Surabaya using the DMAIC approach concept in Six Sigma.

The initial operational step (define) was to select the research object where the point observed was the provision of PT Telkom (SLG) guarantees. From SLG data, it is known that PT Telkom spends the most money in terms of repairing problems. Meanwhile, at the measure stage, DPMO measurements are carried out at each sub-process and at the output level of disturbance correction. At the analyze stage, the steps taken are to identify potential problems and their causes. In the Improve stage, the aim is to look for and determine alternative corrective actions that can be carried out using Failure Mode and Effect Analysis (FMEA). In the control stage, several monitoring mechanisms are put forward that can be carried out in order to prevent the repair of disturbances that exceed the benchmark as early as possible. From the results of baseline performance measurements, for disturbance improvement, a sigma value of 4.32 was obtained. For this reason, it is hoped that the company can evaluate and plan corrective actions, including carrying out a network health program to improve the quality of service provided to customers, so as to reduce PT Telkom's SLG costs.

Keywords: Six Sigma, DMAIC, DPMO

Sources: http://repository.unair.ac.id/58532/