Implementasi Lean Six Sigma Dalam Penentuan Prioritas Perbaikan Kualitas Pelayanan Padarumah Sakit Di Kabupaten Lumajang

Abstract

ABSTRACT. The study aims to determine  the priority  of quality improvement of hospital  service based  on perception,  expectations  and importance  of customers  by using lean six sigma approach. The results of the study are  expected to contribute  to hospital  management  in providing  the best service  for the community. This research  determines  the priority  of service  quality  improvement of hospital  based  on service  quality dimension consisting of (1) tangible,  (2) reliability,  (3) reponsiveness,  (4) assurance and (5) emphaty. This study is a qualitative  descriptive research  intended to analyze the responses of respondents  on the quality of hospital services based on perception,  expectations  and importance  will be used to determine the priority of improving the quality of hospital services. Research  respondents  were 240 service users in four hospitals in Lumajang  district.  Data  analysis  technique  using  lean  six sigma  approach by first  testing  the  research instrument  with validity and  reliability  test. The results  of the study there  are  differences  in the order  of priority of service quality improvement at four hospitals. Priority  improvement in dr Haryoto hospital is the ability and dexterity in dealing with patient complaints, at the Bhayangkara hospital is the timeliness of open counter service, at Wijaya Kusuma hospital is completeness of examination equipment, and Islam hospital is the ability of the officer to explain thhe results of the examination.