cover
Article Per Year (5 Year)
All
Home Page
OAI Link
Editorial Team
Contact
Reviewer
Google Scholar
Contact Name
-
Contact Email
-
Phone
-
Journal Mail Official
-
Editorial Address
-
Location
Kota surakarta,
Jawa tengah
INDONESIA
Jurnal Ilmiah Teknik Industri
Published by Universitas Muhammadiyah Surakarta
ISSN : 14126869     EISSN : 24604038     DOI : -
Core Subject : Engineering,
Industrial & Manufacturing Engineering
Jurnal Ilmiah Teknik Industri is a scientific journal that aims to participate in developing the scientific field of Industrial Engineering, contains the results of research and theoretical study from lecturers, researchers and industry practitioners. Jurnal Ilmiah Teknik Industri is administered by the Department of Industrial Engineering, Faculty of Engineering, Universitas Muhammadiyah Surakarta and published by the Muhammadiyah University Press (MUP).
Arjuna Subject : -
Articles 11 Documents
 1   2 
Search results for , issue "Vol. 20, No. 2, December 2021" : 11 Documents clear
Improving the Quality of Indihome Complaints Service Using Lean Service Method (Case Study of Customer Care Plasa Telkom Solo) Eko Pujiyanto; Fakhrina Fahma; Savitri Kusumaning Ayu
Jurnal Ilmiah Teknik Industri Vol. 20, No. 2, December 2021
Publisher : Department of Industrial Engineering Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jiti.v20i2.15571

Abstract

PT. Telkom Indonesia is a company engaged in the telecommunications sector. Nowadays, the necessity for internet networks has increased, notably since the COVID-19 pandemic. Thus, PT. Telkom Indonesia as the largest telecommunications company in Indonesia need to improve the quality of service, especially in the Indihome complaint service process. The Indihome service complaint process often causes many queues so that customers have to wait a long time to be served. This study uses the Lean Service method, by identifying 7 wastes in service companies and then reducing the amount of waste that occurs which causes inefficient and effective service processes. This study also uses VALSAT (Value Stream Analysis Tools) to identify waste in the service system flow. In the Indihome complaint service process, there are the most critical waste, namely the waste of delays and the waste of under-utilized resources. The proposed improvements for waste of delays and waste of under-utilized resources are maximizing the use of VIRSA (Virtual Plasa) machines, educating customers to use MyIndihome application, and conducting regular training for CSR employees. Through value stream mapping current state, it is known that the total time for customers to get service is 1709 seconds and through value stream mapping future state, it is known that the total time for customers to get service is 1468 seconds for each customer.

Page 2 of 2 | Total Record : 11

 1   2 

Filter by Year

2021 2021


Reset
Filter By Issues
All Issue Vol. 22, No. 2, December 2023 Vol. 22, No. 1, June 2023 Vol. 21, No. 2, December 2022 Vol. 21, No. 1, June 2022 Vol. 20, No. 2, December 2021 Vol. 20, No. 1, June 2021 Vol. 19, No. 02, December 2020 Vol. 19, No. 1, June 2020 Vol. 18, No. 2, Desember 2019 Vol. 18, No. 1, Juni 2019 Vol. 18, No. 1, Juni 2019 Vol. 17, No. 2, Desember 2018 Vol. 17, No. 2, Desember 2018 Vol. 17, No. 1, Juni 2018 Vol. 17, No. 1, Juni 2018 Vol. 16, No. 2, Desember 2017 Vol. 16, No. 2, Desember 2017 Vol. 16, No. 1, Juni 2017 Vol. 16, No. 1, Juni 2017 Vol. 15, No. 2, Desember 2016 Vol. 15, No. 2, Desember 2016 Vol. 15, No. 1, Juni 2016 Vol. 15, No. 1, Juni 2016 Vol. 14, No. 2, Desember 2015 Vol. 14, No. 2, Desember 2015 Vol. 14, No. 1, Juni 2015 Vol. 14, No. 1, Juni 2015 Vol. 13, No.2, Desember 2014 Vol. 13, No.2, Desember 2014 Vol. 13, No. 1, Juni 2014 Vol. 13, No. 1, Juni 2014 Vol. 12, No. 2, Desember 2013 Vol. 12, No. 2, Desember 2013 Vol. 12, No. 1, Juni 2013 Vol. 12, No. 1, Juni 2013 Vol. 11, No. 2, Desember 2012 Vol. 11, No. 2, Desember 2012 Vol. 11, No. 1, Juni 2012 Vol. 11, No. 1, Juni 2012 Vol. 10, No. 2, Desember 2011 Vol. 10, No. 2, Desember 2011 Vol. 10, No. 1, Juni 2011 Vol. 10, No. 1, Juni 2011 Vol. 6, No. 2, Desember 2007 Vol. 6, No. 2, Desember 2007 Vol. 6, No. 1, Agustus 2007 Vol. 6, No. 1, Agustus 2007 Vol. 5, No. 3, April 2007 Vol. 5, No. 3, April 2007 Vol. 5, No. 2, Desember 2006 Vol. 5, No. 2, Desember 2006 Vol. 5, No. 1, Agustus 2006 Vol. 5, No. 1, Agustus 2006 Vol. 4, No. 3, April 2006 Vol. 4, No. 3, April 2006 Vol. 4, No. 2, Desember 2005 Vol. 4, No. 2, Desember 2005 Vol. 4, No.1, Agustus 2005 Vol. 4, No.1, Agustus 2005 Vol. 3, No. 2, Desember 2004 Vol. 3, No. 2, Desember 2004 Vol. 3, No. 1, Agustus 2004 Vol. 3, No. 1, Agustus 2004 Vol. 2, No. 3, April 2004 Vol. 2, No. 3, April 2004 Vol. 2, No. 2, Desember 2003 Vol. 2, No. 2, Desember 2003 Vol. 1, No. 3, April 2003 Vol. 1, No. 3, April 2003 More Issue