ANALISIS KINERJA KUALITAS PELAYANAN PADA PERPUSTAKAAN UPI DENGAN MENGGUNAKAN METODE SIX SIGMA

• Main Author: Ifachril, Fazira Az-Zahrah (Author)
• Format: Book
• Published: 2017-02-28.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/29585/1/S_PEM_1304223_Title.pdf; http://repository.upi.edu/29585/2/S_PEM_1304223_Abstract.pdf; http://repository.upi.edu/29585/3/S_PEM_1304223_Table_of_content.pdf; http://repository.upi.edu/29585/4/S_PEM_1304223_Chapter1.pdf; http://repository.upi.edu/29585/5/S_PEM_1304223_Chapter2.pdf; http://repository.upi.edu/29585/6/S_PEM_1304223_Chapter3.pdf; http://repository.upi.edu/29585/7/S_PEM_1304223_Chapter4.pdf; http://repository.upi.edu/29585/8/S_PEM_1304223_Chapter5.pdf; http://repository.upi.edu/29585/9/S_PEM_1304223_Bibliography.pdf; http://repository.upi.edu/29585/10/S_PEM_1304223_Appendix.pdf
• Keywords: HD Industries. Land use. Labor; HD61 Risk Management

Latar belakang penelitian ini adalah ketidakpuasan pengunjung perpustakaan UPI terhadap kinerja kualitas pelayanan. Penelitian ini bertujuan untuk mengetahui kinerja kualitas pelayanan perpustakaan UPI serta mengetahui rencana tindakan perbaikan yang tepat untuk mengoptimalkan kinerja kualitas pelayanan. Penelitian ini termasuk pada penelitian analisis deskriptif dengan menggunakan metode six sigma. Analisis suatu masalah dijabarkan secara berurutan berdasarkan metodelogi six sigma, yaitu DMAIC (define, measure, analyze, improve, dan control). Kapabilitas proses atas kinerja kualitas pelayanan diketahui pada nilai dpmo dan tingkat sigma. Alat analisis yang digunakan diagram pareto dan diagram fishbone untuk mengetahui prioritas utama dalam perbaikan. UPI. Populasi pada penelitian ini adalah mahasiswa FPEB dengan teknik sampling propotional sampling. Hasil penelitian menunjukan bahwa kinerja kualitas pelayanan pada perpustakaan UPI belum optimal. Nilai rata-rata dpmo yang dihasilkan adalah 357071.43 dan nilai rata-rata sigma 1.87 belum mencapai target 3.4 dpmo atau 6 sigma. Kata Kunci: Kualitas Pelayanan, Six Sigma The background of this study is dissatisfaction customer towards the performance of service quality at UPI library. The aims of this study to determine the performance of service quality UPI library as well as an action plan as an improvement for optimizing performance of service quality. This study is included as descriptive analysis using six sigma methodology. The analysis of this case study conformed by methodology six sigma, DMAIC (define, measure, analyze, improve, and control). The process of capabilty service quality is determined by value of dpmo and sigma level. Analysis tools in this study are pareto diagram and fishbone diagram to indicate priority for improvement. The population of this study is university students of FPEB and using proportional sampling. The results showed that the performance of service quality UPI library has not been optimal. The average value of dpmo is 357071.43 and the average of sigma level is 1.87 sigma which indicate has not reached the target 3.4 dpmo or 6 sigma. Keywords: Service Quality, Six Sigma