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All Journal CESS (Journal of Computer Engineering, System and Science) SCIENCE TECH: Jurnal Ilmiah Ilmu Pengetahuan dan Teknologi Seminar Nasional Teknologi Informasi Komunikasi dan Industri Jurnal Pengabdian kepada Masyarakat Bina Darma Jurnal Altifani Penelitian dan Pengabdian kepada Masyarakat KOMMAS: Jurnal Pengabdian Kepada Masyarakat Jurnal Informatika: Jurnal Pengembangan IT Jurnal Ilmiah Betrik : Besemah Teknologi Informasi dan Komputer KREATIF Jurnal Pengabdian Masyarakat Sains dan Teknologi INTECH - Informatika Dan Teknologi
Septa Hardini
Universita Bina Darma
Religion Agriculture, Biological Sciences & Forestry Humanities Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Materials Science & Nanotechnology Mathematics Mechanical Engineering Nursing Public Health Social Sciences Other

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Integrasi SERVQUAL, Kaizen, dan Time Study dalam Evaluasi Lean Management untuk Peningkatan Kinerja Layanan Mahasiswa Puri Sastia Arimbi; Yanti Pasmawati; Septa Hardini; Andries Anwar
Science Tech: Jurnal Ilmu Pengetahuan dan Teknologi Vol 12 No 1 (2026): February
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/st.vol12.no1.a20699

Abstract

This study aims to evaluate the implementation of Lean Management in improving service performance at the Student Service Center of Universitas Bina Darma. The service problems include long waiting times, queue congestion, and the absence of clear task distribution among staff, which potentially leads to process waste and reduced service quality. The study employed a descriptive quantitative approach integrating three methods: SERVQUAL to measure student satisfaction (363 respondents), Kaizen to assess employee performance (5 staff members), and time study to analyze process efficiency and waste. Data were analyzed using satisfaction gap calculation, performance indicator assessment, standard time measurement, and classification of value-added and non-value-added activities. The results show that the empathy and assurance dimensions have positive gaps, while responsiveness shows a negative gap indicating low service speed. Standardization and just in time are categorized as high, whereas waste elimination and employee involvement remain low. Although operator capacity is sufficient, the lack of task distribution causes queues and dominant waiting waste as well as non-value-added activities. Therefore, Lean Management improves service performance, but optimization requires workflow restructuring, process digitalization, and increased employee involvement in continuous improvement.
Aplikasi Pengaduan Pegawai Berbasis Web untuk Meningkatkan Layanan Internal di PT Pertamina RU III Plaju Imam Solikin; Eni Wulansari; Septa Hardini; Dinny Komalasari
INTECH Vol. 7 No. 1 (2026): INTECH (Informatika Dan Teknologi)
Publisher : Informatics Study Program, Faculty of Engineering and Computers, Baturaja University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54895/intech.v7i1.3418

Abstract

Pengelolaan pengaduan pegawai yang efektif dan efisien merupakan faktor penting dalam meningkatkan kualitas layanan internal perusahaan. PT Pertamina RU III Plaju selama ini masih menggunakan sistem manual dalam menangani pengaduan pegawai, sehingga menimbulkan keterlambatan penanganan, kurangnya dokumentasi, serta rendahnya tingkat transparansi. Penelitian ini bertujuan untuk mengembangkan aplikasi pengaduan pegawai berbasis web guna meningkatkan layanan internal perusahaan. Metode pengembangan yang digunakan adalah Waterfall dengan tahapan analisis, perancangan, implementasi, dan pengujian sistem. Aplikasi dibangun menggunakan teknologi web seperti PHP dan MySQL yang memungkinkan pegawai menyampaikan pengaduan secara daring, serta memudahkan pihak manajemen dalam melakukan verifikasi, pemantauan, dan tindak lanjut laporan secara terstruktur. Hasil penelitian menunjukkan bahwa aplikasi yang dikembangkan mampu meningkatkan efektivitas pengelolaan pengaduan, mempercepat proses penyelesaian masalah, serta meningkatkan transparansi dan kualitas layanan internal perusahaan. 
Co-Authors Aan Restu Amiluddin Zahri Andries Anwar Baibul Tujni Ch Desi Kusmindari Christofora Desi Kusmindari Christofora Desi Kusmindari DINNY KOMALASARI Dirut Saputra Eni Wulansari Imam Solikin Jeah Yespy Juniarti Kumroni Makmuri Kurniati Kurniati M. Soekarno Putra Maria Ulfa Muhamad Tian Poppy Indriani Puri Sastia Arimbi Reni Laili Rina Emelia Rajagukguk Suryayusra, Suryayusra Yanti Pasmawati