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All Journal Journal of Industrial Engineering and Halal Industries
Sulton Nur Hakim
Universitas Islam Indonesia
Religion Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering

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DESIGN OF QUEUE SYSTEMS IN TELECOMUNICATION and INFORMATION INDUSTRY USING FLEXIM 6.0 SIMULATION METHOD Sulton Nur Hakim; Andika Julianto Putra; Sri Indrawati
Journal of Industrial Engineering and Halal Industries Vol. 1 No. 2 (2020): Journal of Industrial Engineering and Halal Industries (JIEHIS)
Publisher : Industrial Engineering Department, Faculty of Science and Engineering, UIN Sunan Kalijaga Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14421/jiehis.2196

Abstract

PT X is an information and communication company as well as a complete telecommunication service and network provider in Indonesia. In serving customer needs related to services, PT X has Plasa spread across 535 outlets throughout Indonesia until 2019.. Plasa is PT X outlet or place of service, which is fully managed by PT X or in cooperation with service partners. According to the explanation given by the Team Leader Plasa has service standards in serving customer needs including the standard customer service time is 10 minutes and the standard number of customers per CSR is 15 customers. But at PT X Yogyakarta the system actually only has one Customer Service to serve 50 customers and the service time sometimes exceeds the predetermined time standard. This resulted in quite long queues and long waiting times. The purpose of this research is to know the appropriate queue simulation model using flexim 6.0 so that waiting time at Plasa can be minimized. The average waiting time required by customers in the queuing system at Plasa is 3248.44 seconds and based on the alternatives that have been made, it can be seen that experiment 1 is the best, this is because the maximum waiting time achieved is better than experiments 2 and 3.
SERVICE PERFORMANCE IMPROVEMENT DURING PANDEMIC COVID 19 USING INTEGRATED SERVQUAL AND SIX SIGMA: TELECOMMUNICATION AND INFORMATION INDUSTRY CASE APPLICATION Sulton Nur Hakim; Alfatah Kalijaga; Sri Indrawati
Journal of Industrial Engineering and Halal Industries Vol. 1 No. 2 (2020): Journal of Industrial Engineering and Halal Industries (JIEHIS)
Publisher : Industrial Engineering Department, Faculty of Science and Engineering, UIN Sunan Kalijaga Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14421/jiehis.2198

Abstract

The increase in users of the Wifi.id Corner internet service is not directly proportional to the service satisfaction obtained by the Wi-Fi.id Corner service. In fact, many Wifi.id Corner customers complain and still complain about the quality of Wifi.id Corner services ranging from unstable network problems, slow speeds, to problems with the location. An analysis is needed to find out these problems. The purpose of this study is to assess the level of customer satisfaction with service quality and determine the priority attributes in improving service Wi-Fi.id Corner. The method used in this research is Service Quality (SERVQUAL) and Six Sigma. From the research results, it is found that the services provided by PT X have not fulfilled the wishes of its customers optimally, this can be shown by the high gap value and low sigma value. The following are three attributes that are an important concern for the company because they have the lowest sigma value: environmental cleanliness Wifi.id Corner with gap and sigma values of -1.30 and 1.88, internet speed stability R2 with gap and sigma values Of -1, 27 and 1.85, it is rare for interference in accessing the internet R4 with gap and sigma values of -1.23 and 1.85.
Co-Authors Alfatah Kalijaga Andika Julianto Putra Sri Indrawati