DR. YANDRA RAHADIAN PERDANA, ST.

, MT
“If you can’t describe what you
do as a process, you don’t
know what you are doing”
Edwards Deming
 BIG PICTURE MAPPING
DEMAND DRIVEN-PULL SYSTEM (VOICE OF CUSTOMER)

1st-Tier Customer 2nd-Tier Customer2

2nd- 1st-Tier LSP LSP End

Manufacturer Retailer
TierSupplier Supplier
Inbound Outbound Customer
 voice of customer

1st-Tier Customer 2nd-Tier Customer2

Manufacturer/
End
producer/focal Retailer Customer
organization

PULL SYSTEM
 Inside-out versus outside-in
Johnston et al. (2012)
 PULL SYSTEM

PLANNING
FEEDBACK Vision-
mission
ROAD MAP/
PERCEPTION
BLUE PRINT
AHP, QFD,
SERVQUAL, GAP? Transformation RESOURCES
•
•
Purchasing
Warehousing S.M.A.R.T
BSC, etc
Quality, Strategy • Inventory PROGRAM
design, HR, FINANCIAL, R&D,
• Production
Packaging (LONG, MEDIUM,
Alignment •
SHORT)
COMPLAINT process, etc NETWORK,CULTURE,
etc
• Distribution

political,
PROJECT
economic, socio-
INSIGHTS cultural and
technological
IMPLEMENTATION

LEAN, ACTIVITY BASED MANAGEMENT

 S.M.A.R.T
S – Specific
• What: what do I want to achieve?

• Why: Why should it be achieved? (specific reasons; goals and benefits of achieving these targets)

• Who: Who is involved?

• Where: Where will the target be achieved? (location identification)

• Which: Identify the requirements to achieve the target and the obstacles that hinder the target.

M – Measurable –Manageable
• How many?

• How do you know that the target has been achieved?

A – Attainable – Achievable
• How: How will the target be achieved?

R – Relevant – Result-Based, Results-oriented, Resourced, Resonant, Realistic

• Is this goal worth fighting for?

• Is this target in line with other needs and targets?

T – Timely – Time framed, Timed, Time-based, Time-bound, Time-Specific, Timetabled

• When?

• Duration?
 DMAIC

DEFINE MEASURE ANALYSIS IMPROVEMENT CONTROL

1. Stratification QFD SYNTHESIZE Specific, Measurable, Key Performance Indicator

2. Histogram CONTEXTUALIZATION/ Achievable, Realistic, and
3. Check sheet FMEA ARTICULATION Timely
4. Cause and
effect
IPA
diagram
(fishbone or
Ishikawa
diagram)
5. Problem tree
diagram
6. Affinity
diagram
7. Pareto chart
8. Scatter
diagram
9. Control chart
10. etc
DEFINE Affinity Diagram

Fishbone

Problem Tree
 MEASURE
IMPORTANCE PERFORMANCE ANALYSIS

Pezeshki et al. (2009)

 TEORI, KAJIAN
PERMASALAHAN
LITERATUR
(KONTEKSTUAL)
(KONSEPTUAL)

Valid secara konsep dan

konteks

VARIABEL, INDIKATOR

Valid secara statistik

KUESIONER
Rekapitulasi Data Tingkat Kinerja (Performance)/Sumbu X

Resp Bukti Fisik (Tangibles) Keandalan (Reliability) Daya Tanggap (Responsiveness) Jaminan (Assurance) Empati (Empathy)
No A1 A2 A3 A4 A5 A6 A7 A8 A9 A10 A11 A12 A13 A14 A15 A16 A17 A18 A19 A20
1 4 2 3 4 5 3 4 4 3 3 4 4 4 5 4 4 4 5 4 4
2 4 3 3 5 5 4 4 5 4 4 5 3 5 4 2 4 2 4 4 4
3 5 2 4 4 4 2 5 4 2 4 5 3 4 3 3 5 2 4 4 5
4 4 3 4 4 4 2 5 4 3 3 5 4 5 3 3 5 3 5 5 3
5 5 3 4 4 3 2 3 3 2 4 5 3 5 4 3 3 3 3 5 3
6 4 2 5 5 4 2 5 4 3 3 4 3 4 4 2 3 2 4 4 4
7 4 2 5 5 4 2 5 4 2 5 3 5 4 5 4 4 2 3 5 4
8 4 2 4 4 4 3 3 5 4 4 5 5 5 5 3 3 2 3 4 3
9 3 3 4 3 4 2 3 5 2 5 5 4 5 5 5 3 3 5 4 3
10 4 3 3 4 3 2 4 5 2 5 5 4 5 5 5 5 3 5 4 4
11 5 2 4 4 4 2 5 3 3 5 5 5 5 5 3 4 2 5 4 3
12 4 2 4 5 5 2 3 4 4 4 4 5 3 4 3 3 2 3 3 3
13 5 2 3 5 4 2 5 5 4 4 4 3 5 2 4 3 2 3 3 4
14 5 3 2 4 4 2 4 3 2 3 5 3 5 3 5 3 4 4 3 4
15 5 2 3 4 5 3 4 5 3 4 5 5 4 5 4 4 2 5 4 3
16 4 2 2 5 5 2 5 5 3 3 5 4 5 5 5 4 2 5 3 3
17 5 2 4 5 4 3 5 4 4 3 4 5 4 4 5 5 2 5 3 3
18 5 3 4 5 4 3 5 5 2 4 4 5 4 5 4 4 4 3 3 4
19 4 2 3 5 4 2 4 3 2 4 5 3 5 5 3 4 2 4 3 5
20 3 2 4 5 3 2 4 3 3 4 5 4 4 5 4 5 2 4 4 5
21 4 2 4 4 4 2 5 5 3 3 5 5 5 5 4 5 2 5 4 3
22 4 2 4 4 3 2 5 3 2 5 4 5 4 4 3 4 2 5 3 3
23 4 2 5 4 4 2 3 3 4 5 4 5 5 4 4 3 2 5 4 3
24 5 2 4 5 4 2 4 5 2 5 3 5 5 5 2 3 2 4 5 4
25 5 3 5 5 4 2 4 5 2 4 3 4 4 4 2 4 2 3 3 3
26 5 3 5 5 4 3 3 5 3 3 4 3 4 5 3 4 3 3 5 3
27 4 2 4 4 5 2 5 4 5 5 5 3 4 5 4 4 2 3 4 4
28 3 2 3 4 5 2 4 4 4 4 5 5 5 5 4 5 3 4 3 3
29 4 2 4 3 4 2 5 5 2 4 5 4 5 4 3 4 3 4 5 4
30 4 3 4 3 4 2 5 5 5 5 4 3 4 4 3 4 2 4 4 5
Total 128 70 114 130 123 68 128 127 89 121 134 122 135 131 106 118 73 122 116 109
Rata2 4.26 2.33 3.8 4.33 4.1 2.26 4.26 4.23 2.97 4.03 4.46 4.06 4.5 4.36 3.53 3.93 2.43 4.06 3.86 3.63
Rekapitulasi Data Tingkat Kepentingan (Importance)/Sumbu Y

Resp Bukti Fisik (Tangibles) Keandalan (Reliability) Daya Tanggap (Responsiveness) Jaminan (Assurance) Empati (Empathy)
No A1 A2 A3 A4 A5 A6 A7 A8 A9 A10 A11 A12 A13 A14 A15 A16 A17 A18 A19 A20
1 5 5 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 4 5
2 4 5 5 5 4 5 3 5 4 4 5 5 5 4 5 4 5 5 5 4
3 5 5 5 5 5 5 3 4 5 5 5 5 4 5 5 5 4 4 5 5
4 4 5 5 5 5 5 2 5 5 5 5 5 5 5 5 5 5 5 5 5
5 5 5 5 4 4 5 3 5 5 4 5 5 5 5 5 5 5 5 5 5
6 5 4 4 5 5 5 3 5 5 5 4 5 5 5 5 5 5 4 5 4
7 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5
8 4 4 5 5 4 4 2 5 4 4 5 5 5 5 5 5 4 5 4 5
9 5 5 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 5 4 5
10 5 5 4 5 4 5 4 5 5 5 5 4 5 5 5 5 5 5 4 5
11 5 5 4 5 5 5 2 5 5 5 5 5 5 5 5 4 5 5 5 5
12 4 5 5 5 5 5 3 5 4 5 4 5 5 4 5 5 5 5 5 5
13 4 4 5 4 4 5 3 5 4 4 4 5 5 5 4 5 5 5 5 4
14 4 5 5 4 4 4 4 5 5 5 5 5 4 5 5 5 5 4 5 4
15 5 5 4 5 5 5 4 5 5 4 5 5 5 5 5 4 5 5 4 5
16 5 5 4 5 5 4 4 5 5 5 5 4 5 5 5 4 5 5 5 5
17 4 5 5 5 4 5 3 4 4 5 4 5 5 4 5 5 5 5 5 5
18 5 5 5 5 5 5 3 5 5 5 4 5 4 5 4 4 5 5 5 4
19 4 5 5 5 4 5 2 5 5 4 5 5 5 5 5 4 5 5 5 5
20 5 5 5 5 4 5 4 5 5 5 5 4 5 5 5 5 5 4 4 5
21 5 5 4 5 5 4 3 5 5 5 5 5 5 5 5 5 5 5 4 5
22 4 5 5 5 4 5 4 5 5 5 4 5 5 4 5 4 5 5 5 5
23 5 5 4 4 5 5 3 5 4 5 4 5 5 4 4 5 5 5 4 4
24 5 5 5 5 5 5 3 5 5 5 5 5 5 5 5 4 5 4 5 4
25 5 4 4 5 5 5 4 5 5 5 5 4 4 5 5 4 5 5 5 5
26 4 5 5 5 5 5 4 5 5 4 5 5 5 5 5 5 5 5 5 5
27 4 5 5 4 4 5 5 4 5 4 5 5 5 5 4 5 5 5 4 4
28 5 4 5 5 5 5 4 5 4 4 5 5 5 5 4 5 5 5 5 5
29 5 5 4 5 4 4 3 5 5 4 5 4 5 4 5 4 5 5 5 4
30 5 5 5 4 4 5 3 5 5 5 4 5 5 4 5 4 5 4 4 5
Total 140 145 141 143 136 143 101 147 143 140 142 144 146 143 145 139 148 144 140 141
Rata2 4.66 4.83 4.7 4.76 4.53 4.76 3.36 4.9 4..76 4.66 4.73 4.8 4.86 4.76 4.83 4.63 4.93 4.8 4.66 4.7
 RATA-RATA RATA-RATA
INDIKATOR KODE TINGKAT TINGKAT
KINERJA KEPENTINGAN
(Xi) (Yi)
Ruang tunggu terminal yang nyaman A1 4.27 4.67
Tersedia kotak saran dan kritik di terminal A2 2.33 4.83
Tersedia jadwal keberangkatan dan kedatangan A3 3.80 4.70
Penampilan Pegawai Profesional A4 4.33 4.77 4.69
Jam pelayanan pengaduan tepat waktu A5 4.10 4.53
Pelayanan cepat A6 2.27 4.77
Cepat memberikan informasi promo A7 4.27 3.37

Kepentingan
Pengetahuan pegawai A8 4.23 4.90
Tanggap terhadap keluhan pelanggan A9 2.97 4.77
Menjalin komunikasi intens dengan pelanggan A10 4.03 4.67
Kesiapan melayanan pelanggan A11 4.47 4.73
Cepat merespon pelanggan A12 4.07 4.80
Kerahasiaan data pelanggan A13 4.50 4.87
Merasa aman melakukan transaksi A14 4.37 4.77
Perusahaan memiliki citra yang positig A15 3.53 4.83
Mampu memberikan kepercayaan A16 3.93 4.63
Kemudahan memperoleh informasi A17 2.43 4.93
Memberikan perhatian secara individu A18 4.07 4.80
Kepekayaan memperhatikan saran dan kritik A19 3.87 4.67
Pelayanan tidak membedakan status A20 3.63 4.70
RATA-RATA 3.77 4.69

Kinerja 3.77
 ANALYSIS-IMPROVEMENT-CONTROL

DAY/WEEK/MONTH (KEY
STRATEGY/ PERFORMANCE
OBJECTIVE RESOURCES STAKEHOLDERS OUTPUT BENEFIT
PROGRAM INDICATOR
1 2 3 4 /METRIC)
 ANALYSIS-IMPROVEMENT-CONTROL

DAY/WEEK/MONTH (KEY
STRATEGY/ BENEFIT PERFORMANCE
RESOURCES OBJECTIVE STAKEHOLDERS OUTPUT
PROGRAM INDICATOR
1 2 3 4 /METRIC)
Studi kasus
Stasiun Gambir memiliki peran kritis dalam transportasi antar kota.
Selain itu, stasiun Gambar merupakan titik perpindahan atau hub
antara jaringan pelayanan transportasi kereta api dan jaringan
pelayanan transportasi perkotaan (Trans Jakarta) di Jakarta. Untuk
mewujudkan sistem transportasi yang andal dan nyaman di Stasiun
Gambir maka diperlukan suatu evaluasi layanan. Berdasarkan uraian ini,
buatlah analisis kualitas layanan di Stasiun Gambir dengan metode
IPA, serta rumuskan strategi transformasi layanan yang berkualitas.
Thanks