Abstract
Survival analysis is a statistical method that can be used to analyze duration time data of an event occurrence. This research uses secondary data from PT. Dunia Barusa branch Banda Aceh that collected from January to March 2017 which amounted to 107 data. The data is service waiting time (in minutes) of Express Maintenance (EM) program on sub section receptionist, service, final inspection, confirmation, technical complete, invoicing, customer notification and delivery. There are 4 functions analyzed, namely density probability function (PDF), cumulative distribution function (CDF), survival and hazard function. The study shows that the probability of a customer being in the waiting process of service tends to become smaller as the service waiting time become longer on each sub section of the EM program, as well as the probability to remain in the waiting process after the customer has been there within a certain period of time indicated by the survival function. The hazard function shows that the rate of a customer will be served instantaneously in the sub section receptionist, service, invoicing, customer notification and delivery changing over the time, while in the sub section of final inspection, technical complete and confirmation, the rates are constant over the time as high as 0.757, 0.794, and 3.336 respectively.
Highlights
Survival analysis is a statistical method that can be used to analyze duration time data of an event occurrence
Dunia Barusa branch Banda Aceh that collected from January to March 2017
which amounted to 107 data
Summary
Meningkatnya kompetisi yang mengarah pada pemenuhan tuntutan kebutuhan konsumen baik secara kualitas maupun kuantitas menyebabkan dunia usaha harus terus berjuang untuk meningkatkan pelayanan dan fleksibilitasnya untuk dapat beradaptasi dan berinovasi secara cepat dan tepat. Dunia Barusa sebagai salah satu perusahaan di bawah bendera Toyota yang bergerak dalam bidang penjualan, administrasi dan pelayanan perbaikan mobil memiliki komitmen agar Toyota selalu selangkah lebih depan untuk membantu menghadirkan kehidupan yang lebih baik. Dunia Barusa cabang Banda Aceh berusaha semaksimal mungkin dalam upaya meningkatkan mutu pelayanan agar dapat beroperasi secara optimal, baik dari segi kuantitas maupun kualitas. Dunia Barusa cabang Banda Aceh terus melakukan upaya perbaikan proses kerja secara berkesinambungan sehingga dapat meminimalisir waktu tunggu pelayanan program EM tersebut. Salah satu analisis statistik yang dapat digunakan untuk mengevaluasi waktu tunggu proses pelayanan program EM adalah dengan menggunakan metode Survival Analysis. Analisis survival memberikan nilai peluang dalam bentuk fungsi densitas peluang (PDF), fungsi distribusi kumulatif (CDF), fungsi tahan hidup (survival) dan fungsi fungsi kegagalan (hazard) yang dapat menggambarkan perilaku waktu tunggu proses pelayanan pada setiap sub bagian kerja dalam program EM tersebut. Dunia Barusa cabang Banda Aceh sebagai bahan evaluasi terhadap program layanan service terutama program Express Maintanance (EM)
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