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All Journal Journal of Engineering and Management in Industrial System Sewagati
Indrawijaya, Rivaldo
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ENHANCING PUBLIC SERVICE EFFICIENCY: A CASE STUDY-BASED PROCESS CAPABILITY ASSESSMENT IN SURABAYA Anityasari, Maria; Sonhaji, Agus Imam; Akbar, Reza Aulia; Kusumawardani, Rindi; Indrawijaya, Rivaldo
JEMIS (Journal of Engineering & Management in Industrial System) Vol. 13 No. 2 (2025): In Process
Publisher : Industrial Engineering Department, Faculty of Engineering, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

The application of lean six sigma in the manufacturing industry, particularly with regard to productivity enhancement, waste reduction, and production process efficiency, has gained greater recognition. Furthermore, the fundamental ideas of this field are highly applicable and could be used in the service industry, including public services offered by governmental organizations. In order to meet community needs, public services like those provided by Surabaya City's Regional Apparatus Organization (RAO) are crucial. The community, as users of public services, has no other options, so the quality of service provided by government agencies is the only hope, in contrast to the optional and competitive private sector services. These public services rely on the abilities and dependability of their personnel in addition to effective systems. In Indonesia and many other developing countries, these issues still exist. This study employed process capability analysis to evaluate 279 licensing and non-licensing services provided by 17 Regional Apparatus Organizations (RAOs) in the City of Surabaya over the previous 9 months. Sixty-three out of 279 services (22.6%) were below the level of sigma and that is smaller than 3σ, meaning there was inconsistency process performance capability against to average threshold value in Indonesia. This indicates that there is further room to enhance the operational systems as well as develop HR professional skills. It is hoped that this approach will tackle the root cause of the problem, and help drive creation of more reliable, effective and efficient services delivered fairly to all stakeholders.
Menuju Layanan Administrasi yang Efektif dan Efisien: Pendampingan Implementasi Lean Six Sigma dalam Pelayanan Publik di Kota Surabaya Anityasari, Maria; Akbar, Reza Aulia; Nickita, Komang; Indrawijaya, Rivaldo; Sonhaji, Agus Imam; Wibisono, Keiza Ayu; Maharani, Zarlita; Thufail, Al May Nabith; Anastasya, Febiana; Salsabilla, Nasywa; Afzalurrahman, Fahrizal; Pratama, Affan Hadi; Suryaningtyas, Alifia; Irani, Cindy Fitria; Da Murra, Fadhel; Nihara, Akmal Zuhdi; Kusumawardani, Rindi
Sewagati Vol 9 No 5 (2025)
Publisher : Pusat Publikasi ITS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j26139960.v9i5.8314

Abstract

Keilmuan Teknik Sistem dan Industri selama ini lebih banyak dikaitkan dengansektor manufaktur. Namun sebenarnya disiplin ini juga sangat relevan untuk diterapkandi sektor layanan publik oleh instansi pemerintahan. Penerapan konsep LeanSix Sigma (LSS) terbukti mampu menjawab tantangan efisiensi, efektivitas, danpeningkatan kualitas layanan. Metode ini tidak hanya berfokus pada pengurangandefect atau kesalahan dalam proses layanan, tetapi juga mengutamakan pencarianprosedur terbaik untuk pemantauan dan perbaikan berkelanjutan. Maka dariitu, program pengabdian masyarakat ini dirancang untuk mendampingi OrganisasiPerangkat Daerah (OPD) penyelenggara layanan perizinan dan non-perizinan dilingkungan Pemerintah Kota (Pemkot) Surabaya dalam mengimplementasikan konsepLSS. Prinsipnya adalah pengelolaan data dari total waktu penyelesaian terhadaptarget yang telah ditetapkan untuk dapat mengukur performansi layanan dari setiapOPD melalui parameter process capability dan sigma level. Hasil dari pendampinganini menunjukkan bahwa meskipun para OPD telah memenuhi target waktu layanan,namun sebaran waktu layanan yang tercatat masih terlalu tinggi sehingga akhirnyaberdampak pada tingkat kepuasan masyarakat yang bervariatif. Hasil pengolahandata selanjutnya dianalisis berdasarkan 10 waste untuk menemukan penyebab waktulayanan belum konsisten. Hasil analisis ditindaklanjuti dengan perubahan prosedurkerja dan proses bisnis sebagai bentuk continuous improvement.
Co-Authors Afzalurrahman, Fahrizal Agus Imam Sonhaji, Agus Imam Akbar, Reza Aulia Anastasya, Febiana Da Murra, Fadhel Irani, Cindy Fitria Maharani, Zarlita Maria Anityasari Nickita, Komang Nihara, Akmal Zuhdi Pratama, Affan Hadi Rindi Kusumawardani, Rindi Salsabilla, Nasywa Suryaningtyas, Alifia Thufail, Al May Nabith Wibisono, Keiza Ayu