Lean Service Applications using FMEA and VSM approaches (case study: Public Healthcare Unit in Jakarta)

Salomon, Lithrone Laricha and Kosasih, Wilson Wilson and Doaly, Carla O Lean Service Applications using FMEA and VSM approaches (case study: Public Healthcare Unit in Jakarta). Lean Service Applications using FMEA and VSM approaches (case study: Public Healthcare Unit in Jakarta).

[img] Text
buktipenelitian_10306003_6A105210.pdf

Download (467kB)

Abstract

This research aims is to design a proposed improvement in service at the public healthcare unit that is in accordance with the concept of Lean Service. The method used in this research are FMEA and VSM approaches. This research begins by finding the level of customer satisfaction using the Customer Satisfaction Index (CSI) method. The results of CSI processing showed that the speed of service was the highest element of dissatisfaction. Then proceed with focusing on the waste categories found in the system including waste defects, excess processing, and waiting. Furthermore, through FMEA analysis it is known that improvement in patient waiting time is a top priority for improvement. Then the activities in the service process after improvement are described through future value stream mapping. Before improvement, it is known that the service cycle time is 102.88 minutes. After making suggestions for improvement, the cycle time decreased to 81.89 minutes for manual registration and 76.73 minutes for online registration. Service time measurement and customer satisfaction analysis can be used as a reference for improving and evaluating the performance of public health units.

Item Type: Article
Subjects: Penelitian > Fakultas Teknik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Puskom untar untar
Date Deposited: 21 Dec 2020 13:25
Last Modified: 21 Dec 2020 13:25
URI: http://repository.untar.ac.id/id/eprint/13757

Actions (login required)

View Item View Item