CUSTOMER FLOW TIME REDUCTION AT BARBERSHOP XYZ HARAPAN INDAH WITH SIX SIGMA ANALYSIS

• Main Author: Alexander, Ethanael
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/83265
• Institution: Institut Teknologi Bandung

The increasing growth of barbershops in Indonesia is due to the increasing demand in the Indonesian market. This high demand is a problem due to the accumulation of customers in the barbershop, causing long and long queues. This study analyzes the long customer flow time at Barbershop XYZ Harapan Indah during peak hours (11:00 AM-3:00 PM) on Saturdays. The current flow time of 76.69 minutes aims to be reduced to 60 minutes. The data collection process will be taken through direct observation and the long flow time analysis process by interviewing directly and feeling like a customer at the barbershop. The process resulted in three root causes being identified: non-separate treatment and care rooms, lack of barber rest schedules, and the inability of barbers to recommend cutting styles. To overcome this problem, several solutions are proposed using the SCAMPER technique (Substitute, Combine, Analysis, Modify, put another use, Eliminate, and Rearrange) to find the right solution to overcome the three root problems during the DMAIC (Define, Measure, Analysis, Improve, Control) Improvement stage as a data analysis structure. First, an AI kiosk will be introduced to provide haircut recommendations, assisting both customers and barbers. Second, weekly training sessions will be held to improve the skills of barbers. Lastly, a break schedule will be set for barbers to optimize working time. Lastly, the layout of the barbershop will be reorganized to separate the grooming and treatment areas, allowing barbers to focus on grooming while the attendants handle the grooming. These improvements are expected to reduce customer waiting time from 76.69 minutes to 60 minutes, thereby improving the overall service efficiency at Barbershop XYZ Harapan Indah. In addition, this study also proposes several recommendations in terms of a control plan to control the proposed solutions so that improvements can be maintained.