ANALISIS PENINGKATAN KUALITAS PELAYANAN RAWAT INAP SETELAH IMPLEMENTASI METODE SIX SIGMADI RUMAH SAKIT (Kasus di Rumah Sakit Bhakti Asih Brebes)

Sunaringtyas, Rachmawati (2013) ANALISIS PENINGKATAN KUALITAS PELAYANAN RAWAT INAP SETELAH IMPLEMENTASI METODE SIX SIGMADI RUMAH SAKIT (Kasus di Rumah Sakit Bhakti Asih Brebes). Masters thesis, Universitas Sebelas Maret Surakarta .

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    Abstract

    Hospital as one of place offering health service for healing and rehabilitation its existence considered to be important by public. Therefore hospitals are expected to be able to give service that is quick, acurate and satisfactionable to the patients.Complaints that are received about health services in house nursing Bhakti Asih Hospital in high frequencies, if it is not improved hence the quality of the service will degrade. Thus it is necessary to conduct a research about consumer satisfaction in order to improve the service quality provided by Bhakti Asih Hospital with the implementation of Six Sigmamethod. The improvement of the quality health services in house nursing after the implementation of Six Sigma method covers five dimensions quality of service that is tangibles, reliability, responsiveness, assurances, and emphaty. At the process of improvement, it is conducted the use of Six Sigmaphase known as DMAIC ( Define-Measure-Analyze-Improve-Control), where in each phase it conducts the use of various combinations method or tools, either it is qualitative or quantitative characteristic. Hypothesizing test to know improvement of the quality health services in house nursing after implementation of Six Sigma methods used discriminant analysis. Based on result of comparison research to performance measure DPMO and level sigma before and after implementation experiences improvement from level sigma 2,143 σ becomes 2,644 σ with DPMO 260204,082 becomes 126530,612. Result of research indicates that (1) hypothesis expressing that improvement of the quality services at dimension tangible after implementation of Six Sigma method supported this research, (2) hypothesis expressing that improvement of the quality services at dimension reliability after implementation of Six Sigma method supported this research, (3) hypothesis expressing that improvement of the quality service at dimension assurance after implementation of Six Sigma method supported this research, (4) hypothesis expressing that improvement of the quality service at dimension responsiveness after implementation of Six Sigma method supported this research, (5) hypothesis expressing that improvement of the quality services at dimension emphaty after implementation of Six Sigmamethod supported this research. Keyword : hospital, Six Sigma , service quality, DMAIC

    Item Type: Thesis (Masters)
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Pasca Sarjana
    Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Riza Umami Nur K
    Date Deposited: 14 Jul 2013 19:40
    Last Modified: 14 Jul 2013 19:40
    URI: http://eprints.uns.ac.id/id/eprint/4169

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