Analisis dan Perbaikan Kualitas Layanan Speedy dengan Metode Six Sigma (Studi kasus : PT. Telkom Kandatel Tangerang)  

Oleh:

Yuliyanti, Eka Maya ; Widaningrum, Sri

Jenis: Article from Proceeding
Dalam koleksi: Industrial Engineering Conference on Telecommunication 2010 "Membangun Kekuatan Industri di Indonesia pada Era Pasar Bebas (ACFTA / WTO)", Bandung Juni 2010, page 179-184.
Topik: Six Sigma; Service of Speedy; DPMO
Fulltext: Analisis dan Perbaikan Kualitas Layanan Speedy dengan Metode Six Sigma.pdf (223.32KB)

Isi artikel

PT TELKOM is one of company that provides an internet service access. One of its products is “Speedy”. But the performance of Speedy wasn’t good because in its service process there are many problems appear, such as: many of problems appear when accessing the internet, processing time of new installation and process handling is over the SLG. For sure, with these kind of performances made an unsatisfied feeling and caused many complain from the external costumers. In order to improve Speedy’s quality of service, it is done by controlled the appearance of defects in the Speedy service using one of the quality control method, Six Sigma. Six Sigma is one of the systematic and scientific quality control method which every of its decision based on data and facts. The steps of Six Sigma’s implementation are define, measure, analyze, improve, and control (DMAIC). But these research has only been done until improve step. To improve the existing performance, it’s being suggested to do some improvement actions in order to minimize the defect in the potential CTQ so it could reduce the value of DPMO and raise the value of Sigma capability.

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