PENERAPAN METODE SIX SIGMA UNTUK PENINGKATAN KUALITAS PELAYANAN PADA RUMAH SAKIT DI KEDIRI

Abstract

In health services, improving the quality of services is necessary to provide satisfaction to patients, health professionals, health managers and owners of health institutions. Service quality can be measured from five dimensions, namely Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The six sigma method with the DMAIC approach is expected to help hospitals improve the quality of service. The sampling technique in this research used an incidental sampling technique. Meanwhile, the samples taken were hospital customers/patients. Data was obtained through questionnaires, interviews, observations. From the results of the analysis that has been carried out, the research results show that service performance is at the level of 2.31 sigma, and the DPOM value is 208,000. With this sigma level, there is still an opportunity for patient dissatisfaction to arise with the performance of the services provided by the hospital.