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Journal : Bandung Conference Series: Industrial Engineering Science

Usulan Perbaikan Kualitas Pelayanan di Rumah Sakit Umum Daerah Lembang Maulana Djayakusuma; Dewi Shofi Mulyati; Agus Nana Supena
Bandung Conference Series: Industrial Engineering Science Vol. 2 No. 1 (2022): Bandung Conference Series: Industrial Engineering Science
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (352.498 KB) | DOI: 10.29313/bcsies.v2i1.244

Abstract

Abstract. The Lembang Regional General Hospital is located at Jalan Raya Lembang KM 11.4 No. 11, Gudangkahuripan, Lembang which is engaged in health services. Lembang Regional General Hospital provides health services. There is a problem at the Lembang Regional General Hospital, namely the rating of the Lembang Regional Hospital has a small rating among hospitals in the city of Bandung with a rating of 2.3. In addition to rating, the problems that occur at the Lembang Regional General Hospital, namely the service performance at the Lembang Regional General Hospital means that the old community's lack of trust in the Lembang Regional Hospital is still high. The purpose of this study was to analyze and identify service attributes on service quality at Lembang Hospital with the Kano method and the ServQual method so as to provide the best proposal to the parties concerned in an effort to reduce complaints from consumers. The purpose of this study was to analyze and identify service attributes on service quality at Lembang Hospital with the Kano method and the ServQual method so as to provide the best proposal to the parties concerned in an effort to reduce complaints from consumers. The methodology used is the Kano Model Method and the ServQual (Service Quality) Method. The Kano Model method is used to determine the Kano Category which consists of: Attractive, One Dimensional, Must be, No difference (Indifferent), Returned (Reverse) and Questionable. The ServQual (Service Quality) method is used to determine the gap between the company's performance and customer expectations. Based on these two methods, actions can be generated on service attributes, namely services that are maintained, improved and improved.The results showed 1) From the results of the open questionnaire obtained 20 service attributes contained in the Lembang Regional Hospital based on the dimensions of service quality, namely Tangible, Empathy, Reliability, Responsiveness and Assurance. Abstrak. Rumah Sakit Umum Daerah Lembang bertempat di Jalan Raya Lembang KM 11,4 No. 11, Gudangkahuripan, Lembang yang bergerak dalam jasa kesehatan. Rumah Sakit Umum Daerah Lembang menyediakan pelayanan kesehatan. Terdapat permasalahan di Rumah Sakit Umum Daerah Lembang yaitu ratting dari Rumah Sakit Daerah Lembang memiliki ratting yang kecil diantara Rumah Sakit di Kota Bandung dengan ratting 2,2. Selain ratting, permasalahan yang terjadi pada Rumah Sakit Umum Daerah Lembang yaitu pada pada kinerja pelayanan di Rumah Sakit Umum Daerah Lembang berarti kekurangan kepercayaan masyarakat lama pada Rumah Sakit Daerah Lembang masih tinggi. Tujuan penelitian ini adalah untuk menganalisis dan mengidentifikasi atribut layanan terhadap kualitas pelayanan di RSUD Lembang dengan metode Kano dan metode ServQual sehingga dapat memberikan usulan terbaik terhadap pihak yang bersangkutan dalam upaya untuk mengurangi keluhan dari konsumen. Metode yang digunakan adalah Metode Model Kano dan Metode ServQual (Service Quality). Metode Model Kano digunakan untuk mengetahui Kategori Kano yang terdiri dari: Menarik (Attractive), Satu Dimensi (One Dimensional), Harus (Must be), Tidak ada perbedaan (Indifferent), Dikembalikan (Reverse) dan Dipertanyakan (Questionable). Adapun Metode ServQual (Service Quality) digunakan untuk mengetahui kesenjangan antara kinerja perusahaan dengan harapan pelanggan. Berdasarkan kedua metode tersebut dapat dihasilkan tindakan pada atribut pelayanan yaitu pelayanan yang dipertahankan, ditingkatkan dan diperbaiki. Hasil penelitian menunjukan 1) Dari hasil kuesioner terbuka didapatkan 20 atribut pelayanan yang terdapat pada Rumah Sakit Daerah Lembang berdasarkan dimensi kualitas jasa yaitu Tangible, Emphaty, Reliability, Responsiveness dan Assurance;
Implementasi Metode Human Resource Scorecad untuk Meningkatkan Kinerja Kerja Karyawan di PT Kinlaus Sukses Indoneisa (KS Group): jurnal spesia ellgandireza selay; M. Dzikron; Agus Nana Supena
Bandung Conference Series: Industrial Engineering Science Vol. 3 No. 1 (2023): Bandung Conference Series: Industrial Engineering Science
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsies.v3i1.6918

Abstract

Abstract. The growth of the food and beverage industry sector in Indonesia is increasing rapidly, especially in West Java because of the high population so that the KS Group Bandung company is required to meet the needs of the community, in supporting the needs of the community, adequate human resources are needed to support the success of the company's vision and mission, but the company has problems in the work performance of employees who do not support, resulting in a decrease in the quality of work owned by the company so that it hampers the company's vision and mission and optimization of performance such as increasing employee work delays, declining turnover, product complaints from consumers. Viewed from the aspect of the company's organization, the company is categorized as a medium industry based on the income and also the value of the company's investment. This research was conducted to design and measure the work performance of employees using the Human Resources Scorecard method. Human Resource Scorecard is a performance measurement system of Human Resources related to people, strategy and company performance in order to form a superior competitive company. The method applied to measure the extent of employee performance and is also useful for scientifically developing the company's human resources. There are four perspectives in measuring the Human Resource Scorecard, namely the financial, customer, internal business process and learn & growth perspectives. The stages of this research are the first to identify KPIs based on the company's business strategy, the second is to design an objective strategy to define the value creation process or the clarity of the organization's strategy to determine the steps for implementing the strategy. The third is to do indicator weighting, the weighting stage is done using expert choice software 11. Fourth, the scoring system is carried out using the higher is better, lower is better method. The five scoring system results obtained were categorized using the Traffic Light System method. The results of the study were 10 KPs divided into 2 financial KPIs, 3 customer KPIs, 2 internal bussiners process KPIs, and 3 Learning & Growth KPIs. From the results of the calculation of the weight score of the employee's performance in the company as a whole in each perspective, namely 60.7%, which means that the score obtained is the need for improvement and performance improvement. The results of the 10 KPO measurements obtained are divided into several categories, namely 2 KPIs in the red category, 6 in the yellow category, 2 in the red category. KPIs categorized as red indicate that the company's targets are still far from expectations, therefore the company must improve the KPIs and evaluate them in order to realize the company's vision and mission. The next research is to design employee performance using an assessment form, namely from a questionnaire, the second uses weighting with expert choice 11 and an employee performance appraisal data management form. Abstrak. Pertumbuhan sektor industri makanan dan minuman di Indonesia meningkat pesat khususnya di Jawa Barat karena populasi masyarakat yang tinggi sehingga perusahaan PT Kinlaus Sukses Indonesia dituntut memenuhi kebutuhan masyakarat, dalam menunjang kebutuhan masyarakat diperulukan Sumber Daya Manusia yang memadai guna mendukung keberhasilan visi dan misi perusahaan. Namum dalam hal ini perusahaan memiliki masalah didalam kinerja kerja karyawannya yang tidak mendukung, mengakibatkan turunnya kualitas kerja yang di miliki perusahaan sehingga memperhambat visi dan misi perusahaan dan optimalisasi kinerja seperti meningkatnya keterlambatan kerja karyawan, omset menurun, tingkat komplain produk dari konsumen. Dilihat dari aspek organisasi perusahaan, perusahaan dikategorikan industri menengah berdasarkan pendapatan dan juga nilai investasi perusahaan. Penelitan ini dilakukan untuk merancan dan juga mengukur kinerja kerja karyawan menggunakan metode Human Resources Scorecard. Human Resource Scorecard merupakan sistem pengukuran kinerja SDM yang berkaitan dengan orang, strategi serta kinerja perusahaan guna membentuk perusahaan berdaya saing yang unggul. Metode yang terapkan untuk mengukur sejauh mana kinerja karyawan serta juga berguna untuk mengembangkan sumber daya manusia yang dimiliki perusahaan secara ilmiah. Terdapat empat prespektif dalam pengukuran Human Resource Scorecard yaitu perspektif financial, customer, internal bussines process dan learn & growth. Tahapan penelitian ini pertama mengidentifikasi KPI berdasarkan strategis bisnis perusahaan, kedua merancang strategi objektif untuk mendefinisikan proses penciptaan nilai atau kejelasan strategi organisasi menetapkan langkah langkah untuk pelaksanaan strategi. Ketiga yaitu melakukan pembobotan Indikator, tahapan pembobotan dilakukan dengan menggunakan software expert choice 11. Keempat dilkukan scoring system dengan metode higher is better, lower is better. Kelima hasil scoring system yang diperoleh dilakukan pengkatagorian dengan menggunakan metode Traffic Light System. Hasil dari penelitian sebanyak 10 KPI terbagi 2 KPI financial, 3 KPI customer, 2 KPI Internal bussiners process, dan 3 KPI Learning & Growth. Dari hasil perhitungan bobot skor kinerja karyawan di perusahaan secara menyeluruh pada setiap presfektif yaitu 60,7% yang artinya skor tersebut perlunya perbaikan dan peningkatan kinerja. Hasil pengukuran 10 KPI yang diperoleh terbagi atas beberapa kategori, yaitu 2 KPI dalam kategori merah, 6 dalam kategori kuning, 2 dalam kategori merah. KPI yang berkategori merah menandakan target diperusahaan masih jauh dari harapan, oleh karena itu perusahaan harus memperbaiki KPI tersebut dan evaluasi guna mewujudkan visi dan misi perusahaan. Penelitan selanjutnya dengan merancang kinerja karyawan dengan menggunakan form penilaian yaitu from kueisioner, yang kedua menggunakan pembobotan dengan expert choice 11 dan form pengelolahan data penilaian kinerja karyawan.