THE PROPOSED FOR SERVICE QUALITY PERFORMANCE IMPROVEMENT BY USING THE LEAN SIX SIGMA FRAMEWORK (CASE: BADAN PENGAWAS OBAT DAN MAKANAN)

• Main Author: Fatati
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/63463
• Institution: Institut Teknologi Bandung

The customer satisfaction survey results in 2020 showed that the service quality for issuing licenses of imported processed food was still low compared to other commodities at the Indonesian Food and Drug Administration (BPOM). Meanwhile, bureaucratic reform requires the Directorate to improve the quality of public services. Service quality is a critical factor for service providers' success because of its close correlation with customer satisfaction. Therefore, customer perception becomes an essential component in assessing service quality. This study provides a case in the public service sector for import submission approvals using the DMAIC methodology on Lean Six Sigma. The research scope is limited to improving service on sub-variables considered low-performance but important by customers. This research conducted quantitative and qualitative methods through customer surveys and interviews with key resource persons. This method provides service evaluation data from customers, input and solutions to improve service performance, so the service implementation is effective, efficient, and meets customer needs. The SERVPERF method measures service quality based on customer perceptions of service performance dimensions of responsiveness, assurance, tangibles, empathy, and reliability. At the same time, importance-performance analysis is used to identify service sub-variables that need improvement. The result showed that the five dimensions of SERVPERF positively affect the overall service quality. Furthermore, the analysis results revealed that assurance, tangible, and empathy dimensions significantly affect customer satisfaction. Three sub-variables are highly important but low-performance, namely sub-variable Q5, Q29 and Q31. The improvement programs must be implemented in this area so that customers can be adequately served and provide satisfaction to customers. Based on these findings, efforts to improve are carried out by developing a consulting channel system by creating an independent solution menu for consumers or automatic replies, providing online queues, creating information media or e-learning tutorials for the company in the import process. Other opportunities for improvement are preparing guidelines, training, socialization, and supervision for personnel and guidelines for customers on the top two critical issues related to inconsistency assessments, creating a dummy media model in import submissions for consumers, and improving personnel skills. Several recommendations for the Directorate are not only focusing on meeting the speed of service promises but also paying attention to and developing other aspects of service dimensions, conducting periodic supervision from superiors to monitor daily problems and service implementation achievements, evaluating the gap between the availability of resources and the workload to take preventive steps against poor service performance, also providing rewards and recognition to personnel and customer.