ANALISIS PENINGKATAN PELAYANAN PELANGGAN PADA BISNIS JASA KURIR MENGGUNAKAN METODE SIX SIGMA-DMAIC STUDI: PADA MAIL PROCESSING CENTRE - PT POS INDONESIA (PERSERO)

Abstract

PT Pos Indonesia (Persero) is one of the oldest courier service companies in Indonesia. Its products and services are still quite widely used by consumers. In its journey, PT Pos Indonesia (Persero) has faced quite a challenge along with the growth of competitors in the courier service industry. To be able to maintain the market, it strives to always improve services. One of the service improvements in this case is the postal processing business process starting from the Mail Processing Center (MPC) unit which has the position and role as a technical implementing work unit that has the functions of planning, organizing, implementing, controlling, processing, distribution, transportation and delivery of postal items effectively and efficiently in their working areas

The DMAIC concept is the basis of the approach used in the Six Sigma method approach. There are 5 basic stages or steps in implementing the Six Sigma strategy, namely Define – Measure – Analyze – Improve – Control (DMAIC)

It can be concluded that the factors causing problems that often occur at MPC Bandung are damaged/wet goods with the frequency of occurrences that often occurs reaching 2,981 with a percentage of 41% of total defects, for problems of missing receipts as many as 2,851 with a percentage of 39% of total defects, and for barcode scanning problems, as many as 1,462 with a percentage of 20% of the total defect. From the results of data processing, it shows that based on the Six Sigma value table, PT Pos Indonesia is at level 2.64 or it can be said at level 2σ with an average DPMO value of 127,433,421 for every one million shipments. From the results of the DPMO value and the Sigma value, it can be seen that there are 4 types of factors that affect defects, namely: Man, Machine, Method and Environment.