IMPLEMENTATION OF SIX SIGMA DMAIC METHODOLOGY TO IMPROVE PERFORMANCE BY OVERCOMING DELAY IN JOB ORDER COMPLETION

• Main Author: Ananda Utami, Alifia
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/62825
• Institution: Institut Teknologi Bandung

PT Prima Karya Sarana Sejahtera or PT PKSS is a company that runs in the service industry. One of the business lines that the company covers is the building maintenance service under the outsourcing and chartering department. The company is currently facing problems in the unmet key performance indicators or KPI which involves the job order completion. The KPI of job order completion explains how the company should be able to complete a new job order within the one-week period. The job order that PT PKSS receive involves providing clients services regarding building maintenance. This unmet KPI of completing the job order on time would lead to a decrease in the productivity of the said client company and also impact the company performance of the company. The data collected from the company regarding the unmet KPI is from January through August 2021 which only reach 80.78% of the target. The delayed job order completion also impacts the unmet target in financial gain and client acquisition. The financial gain of the company only reached 60% of the target and the client acquisition only reached 65% of the company’s target. To be able to identify the root cause of the issue, it is necessary to use a methodology that is able to define, measure, and analyze the supporting data to then be given the improvement and monitor the implementation. Six Sigma refers to a statistically derived performance target of operating with only 3.4 defects for every million opportunities (DPMO). It is also defined as a culture change effort to position a company for greater customer satisfaction, profitability, and competitiveness (Pande et.al. 2000). Six Sigma uses a systematic methodology called DMAIC which involves a five-step process improvement model that starts with Define, Measure, Analyze, Improve, and Control. In the Define stage, the author defines the process by using the SIPOC diagram, BPMN and defining the CTQ which is the punctuality of job order completion. In the Measure stage, the data used is numbers of job orders that are completed on time. In the Analyze stage, the root causes of the problems were identified by using fishbone diagrams. The proposed solutions are then given in the Improve stage. The solutions given are aimed to eliminate the problems are constructing and implementing a standard operating procedure (SOP) for accepting and updating job orders, making a separate team for periodic evaluation, adopting a computerized system with the utilization of emails, website, and software, and training program.