IMPLEMENTASI QUALITY FUNCTION DEPLOYMENT (QFD) PADA PROSES LAYANAN RAWAT JALAN DI RUMAH SAKIT UMUM BUNDA SIDOARJO
Abstract
Abstrak- Dalam rangka untuk meningkatkan kualitas layanan rawat jalan yang ada pada Rumah Sakit Umum Bunda Sidoarjo, maka dilakukan penelitian dalam implementasi Quality Function Deployment (QFD). Tujuan dari peneletian implementasi Quality Function Deployment (QFD) adalah bertujuan untuk mendapatkan Voice of Customer, Prioritas Tindakan Respon Teknis, dan menghasilkan usulan rencana strategi yang sebaiknya diambil oleh pihak perusahaan dalam peningkatan kualitas layanan rawat jalan rumah sakit. Berdasarkan penelitian menggunakan metode Quality Function Deployment (QFD), didapatkan atribut-atribut yang digunakan dalam peningkatan kualitas layanan rawat jalan seperti Pelayanan administrasi rawat jalan, Pelayanan pemeriksaan oleh dokter, Waktu pelayanan rawat jalan, dan Fasilitas penunjang rawat jalan. Dan didapatkan respon teknis yang digunakan untuk meningkatkan kualitas layanan seperti pengecekan dan perbaikan fasilitas pada ruang praktek dan ruang tunggu, penambahan fasilitas pada proses layanan rawat jalan, training untuk staff rumah sakit yang diadakan setiap bulan, jadwal pembersihan ruang tunggu, ruang praktek, dan toilet, pengecekan ketersediaan dan masa kadaluarsa obat-obatan. Dari perhitungan yang dihasilkan, dapat disimpulkan bahwa antara semua respon teknis perusahaan dengan atribut-atribut peningkatan kualitas memiliki selisih positif sehingga respon teknis yang dijalankan perusahaan belum maksimum dan perlu ditingkatkan kembali guna dapat meningkatkan kualitas layanan rawat jalan Rumah Sakit Umum Bunda Sidoarjo.
Kata Kunci: Quality Function Deployment (QFD), Voice of Customer, Atribut Produk/jasa, Rawat Jalan
Abstract - In order to improve the service quality of outpatient at Bunda General Hospital, Sidoarjo do research implementation of Quaity Function Deployment (QFD). The purpose of the research is to get Voice of Customer, priority of technical response, and the result of strategic plan that should be taken by company to improving the service quality of outpatient. Based of the research that using Quality Function Deployment’s method, can be produced attributes to improve service quality of outpatient such as the outpatient administration services, The checkup services by doctors, The outpatient time services, and the facilities of outpatient services. And can be produced the technical responses to improve service quality such as checking and repairing the facilities at the waiting room and checkup room, replenishment the facilities of outpatient services, training for the hospital staff one time every month, scheduling to cleanup the waiting room, checkup room, and toilet, checking the availability and the due date of medicines. From the calculation, can be concluded that between all of the technical responses with attributes to imrpove service quality had a positive differences so the technical responses that run by company not maximum and should be re-improved to improving the service quality of outpatient at Bunda General Hospital.
Keywords: Quality Function Deployment (QFD), Voice of Customer, Products/services Attribute, Outpatient
Downloads
References
Cohen, Lou. 1995. Quality Function Deployment: How to Make QFD Work for You. Addition Wesley Publishing Company.
Gasperz, Vincent. 2002. Manajemen Kualitas dalam Industri Jasa. PT. Gramedia Pustaka Utama. Jakarta.
Wijaya, Tony. 2011. Manajemen Kualitas Jasa: Desain Servqual, QFD, dan Kano: Disertai Contoh Aplikasi dalam Kasus Penelitian. PT Indeks Jakarta.
Ariani, Dorothea Wahyu. 2003. Manajemen Kualitas: Pendekatan Sisi Kualitatif. Ghalia Indonesia. Jakarta.
Trisnantoro, Laksono. 2005. Memahami Penggunaan Ilmu Ekonomi dalam Manajemen Rumah Sakit. Gadjah Mada University Press. Yogyakarta.
Supranto. 2006. Pengukuran Tingkat Kepuasan Pelanggan. Gramedia Pustaka Utama. Jakarta
_. 2013. Universitas Surabaya: Pedoman Mahasiswa 2013-2014. Universitas Surabaya. Surabaya.
http://bps.go.id/linkTableDinamis/view/id/921 diunduh pada 1 Februari 2016
http://bps.go.id/linkTableDinamis/view/id/933 diunduh pada 1 Februari 2016
http://sirs.buk.depkes.go.id/rsonline/Peta_list.php?ctlSearchFor=Sidoarjo&simpleSrchFieldsComboOpt=KAB%2FKOTA&simpleSrchTypeComboNot=&simpleSrchTypeComboOpt=Equals&a=integrated&id=1&criteria=and diunduh pada 10 Nopember 2015
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.