Metode Value Stream Mapping dan Six Sigma untuk Perbaikan Kualitas Layanan Industri di Automotive Services Indonesia

Aris Trimarjoko, Dimas Mukhlis Hidayat Fathurohman, Suwandi Suwandi


Kepuasan pelanggan merupakan kunci sukses dalam industri. Kualitas pelayanan merupakan atribut penting dan merupakan faktor kunci industri jasa. Peningkatan kualitas pelayanan dalam industri penjualan mobil di Indonesia merupakan fokus dari penelitian ini. Value Stream Mapping berhasil mengidentifikasi permasalahan yang sedang terjadi dalam penelitian ini yang diakibatkan 3 sub proses, yaitu: waiting service, washing proses dan service proses yang lama, metode Six Sigma  berhasil menganalisis dan merekomendasikan tindakan perbaikan dan  berhasil mengurangi total waktu pelayanan dari 141,02 menit menjadi 64,00 menit atau naik 55% per satu siklus pelayanan, dan berhasil meningkatkan kapabilitas proses pelayanan dari -1,56 sigma menjadi 3,81 sigma.


Value stream mapping; Six sigma; Kualitas pelayanan; Waktu pelayanan; Automotive services

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