Rohmah Wati, - (2025) ANALISIS KETIDAKSESUAIAN PENGIRIMAN PAKET POS MENGGUNAKAN METODE SIX SIGMA UNTUK MENINGKATKAN KUALITAS LAYANAN PT POS INDONESIA (PERSERO) CABANG SERANG. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
Pada era digital, layanan pengiriman paket menjadi elemen krusial dalam mendukung aktivitas bisnis dan memenuhi harapan konsumen. PT Pos Indonesia (Persero) Cabang Serang sebagai penyedia jasa logistik milik negara, menghadapi tantangan berupa ketidaksesuaian pengiriman yang berdampak pada kualitas layanan dan kepuasan pelanggan. Penelitian ini bertujuan mengidentifikasi jenis ketidaksesuaian pengiriman yang dominan, menganalisis akar penyebabnya, serta merumuskan strategi perbaikan berbasis metode Six Sigma dengan pendekatan DMAIC. Penelitian ini menggunakan pendekatan deskriptif kuantitatif, dengan teknik pengumpulan data melalui observasi, wawancara, telaah dokumen berdasarkan laporan monitoring kiriman paket tahun 2024. Hasil penelitian menunjukkan bahwa jenis ketidaksesuaian paling dominan adalah Antar Ulang (AU) dengan persentase 86% dari total 1.540 kasus selama periode Juli – Desember 2024. Nilai DPMO rata-rata sebesar 31.618 menghasilkan level Sigma 3,36 yang menunjukkan bahwa proses pengiriman masih berada di bawah standar kualitas ideal yang menandakan masih perlunya perbaikan kualitas. Faktor penyebab utama ketidaksesuaian meliputi faktor manusia (human error), jaringan internet yang tidak optimal, dan kondisi eksternal seperti cuaca. Penelitian ini menyusun rekomendasi terstruktur mencakup perbaikan SOP, pelatihan SDM, optimalisasi jaringan internet, dan manajemen risiko lingkungan. Penelitian ini memberikan kontribusi terhadap pengembangan strategi pengendalian kualitas berbasis Six Sigma dan dimensi SERVQUAL menjadi acuan bagi manajemen PT Pos Indonesia (Persero) Cabang Serang dalam meningkatkan mutu layanan pengiriman secara berkelanjutan. In the digital era, package delivery services have become a crucial element in supporting business activities and meeting consumer expectations. PT Pos Indonesia (Persero) Serang Branch, as a state-owned logistics service provider, faces challenges in the form of delivery inconsistencies that impact service quality and customer satisfaction. This study aims to identify the dominant types of delivery discrepancies, analyze their root causes, and formulate improvement strategies based on the Six Sigma method using the DMAIC approach. This study uses a quantitative descriptive approach, with data collection techniques through observation, interviews, and document review based on the 2024 package delivery monitoring report. The results of the study indicate that the most dominant type of non-compliance is Returned (AU) with a percentage of 86% of the total 1,540 cases during the period July – December 2024. The average DPMO value of 31,618 resulted in a Sigma level of 3.36, indicating that the delivery process is still below the ideal quality standard, signifying the need for quality improvement. The main factors causing non-compliance include human error, suboptimal internet connectivity, and external conditions such as weather. This study formulates structured recommendations covering SOP improvements, human resource training, internet network optimization, and environmental risk management. This research contributes to the development of control strategies.
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| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=en&user=MNBcNj8AAAAJ ID SINTA Dosen Pembimbing: Ma'ruf : 6745872 Wenny Ananda Larasati : 6934949 |
| Uncontrolled Keywords: | Six Sigma, DMAIC, Ketidaksesuaian Pengiriman, Kualitas Layanan Six Sigma, DMAIC, Delivery Nonconformity, Service Quality |
| Subjects: | L Education > L Education (General) |
| Divisions: | UPI Kampus Serang > S1 Logistik Kelautan |
| Depositing User: | Rohmah Wati |
| Date Deposited: | 19 Sep 2025 03:15 |
| Last Modified: | 19 Sep 2025 03:15 |
| URI: | http://repository.upi.edu/id/eprint/137898 |
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