Analysis Of Improving Service Quality At The Ssctelkom Surabaya Institute Of Technology Using The Lean Six Sigma Method

Abstract

Student Service Centre (SSC) is a center that provides services and information to active students at InstitutTeknologi Telkom Surabaya (ITTS). ITTS provides SSC with academic, student, and faculty services to support its students' academic and non-academic development. One of the main services provided by SSC is the Active Certificate. However, SSC users need help obtaining the letter. This study aims to measure the quality of Active Certificate services using the Lean Six Sigma method and provide recommendations for improvement. The results showed that the quality of SSC services still needs to be improved, with a DPMO value of 289686, a sigma value of 2.07, and the highest negative gap in the Responsiveness dimension. The total Non Value Added time was obtained at 10 hours 31 minutes, and the total Value Added time was 4 hours 8 minutes. Proposed improvements include the deployment of QR Codes to provide information on document requirements and using Value Stream Mapping (VSM) to reduce the time spent on non-value added. Lean Six Sigma method can reduce the total value-added time and improve the efficiency of SSC services.