Improvement of Information and Communication Technology (ICT) Maintenance in Government Institution using Hybrid of Six Sigma and Several Decision Support Methods

Abstract

Nowadays, the development of ICT devices is growing very rapidly. Many companies and governments invest a lot of funds on the ICT side to optimize and cut operational costs as effectively and efficiently as possible. This paper discussed the issue of the maintenance of ICT equipment in the Indonesian constitutional court which is spread in 42 locations throughout Indonesia. The current problem is that there is no maintenance of ICT in the Constitutional Court of the Republic of Indonesia in 42 cities throughout Indonesia, so it is difficult to overcome the technical problems that occur. In this paper, Six sigma is combined with several decision-making methods to minimize technical disturbances in the ICT device to the right selection of vendors to carry out the ICT maintenance. The proposed method that we did to optimize maintenance services using a hybrid DMAIC six sigma which then improved the quality of analysis using brainstorming and decision making on the best vendors using AHP. The hybrid of six sigma is very instrumental in reducing the weakness of six sigma which forces the process of monitoring diligently and continuously. This research yielded better service quality compared to the current system for maintenance ICT at the Indonesian Constitutional Court.