Analisis Peningkatan Kualitas Layanan Penyelesaian Gangguan Pstn Dengan Metode Six Sigma

Abstract

In the era of industrialization increasingly competitive currently, every business actors that wants to winthe competition in the industry will give full attention to the quality. Six Sigma provides a perfect solution aboutbreakthroughs or steps that should be done to produce a dramatic improvement to the level of failures = 0 (zerodefect). PT. X is a company engaged in the business of telecommunications services with one of its products is thePSTN (Public Switch Telephone Network). The author will examine the improvement of service quality controlproblems using the five phases of Six Sigma, namely: 1) Define, The completion of repair that have been madeduring the year 2010 as many as 26 421 with the failure of 23, 2) Measure, cause of the failure that occurred atthe IKR 39.13%, DP 34.78%, 21.73% MDF and RK 4.34%, 3) Analyze, the overall repair process disruption incontrol limits, indicated by the absence of data that passes through the UCL and LCL.The process capability hasbeen which achieved is 5:01 sigma, and the dominant cause of any failure lies in the material factors 43.54%, 4)improve, target to be achieved is 3.4 failures per million opportunities DPMO (Defect per million opportunities)with the proposed improvements on Human Factors, Methods, Machinery/equipment, material and theenvironment, 5) Control, not discussed in this paper because the analysis is only a proposal to the Company.