SALSABILA SALMAeprints.umm.ac.id/56650/87/PENDAHULUAN.pdf · 2019-11-22 · 7. Seluruh dosen Teknik...

APLIKASI SIX SIGMA UNTUK MENGURANGI KERUSAKAN BAGASI

DI AREA BAGGAGE HANDLING SYSTEM (BHS) BANDARA

(Case Study: Bandara Sepinggan Balikpapan)

Skripsi Diajukan Kepada Universitas Muhammadiyah Malang Untuk Memenuhi Salah Satu Persyaratan Akademik

Dalam Menyelesaikan Program Sarjana Tekmik

Disusun oleh :

SALSABILA SALMA

201510140311133

JURUSAN TEKNIK INDUSTRI

FAKULTAS TEKNIK

UNIVERSITAS MUHAM MADIYAH MALANG

TAHUN 2019/2020

KATA PENG ANTAR

Alhamdulillah, Puji dan syukur penulis panjatkan kehadirat Allah SWT, atas

limpahan rahmat, petunjuk dan karunia-Nya sehingga penulis dapat

menyelesaikan skripsi ini dengan judul “PERBAIKAN KUALITAS PRODUK

LAYANAN GRAPARI TELKOMSEL MAKASSAR MENGGUNAKAN

SERVICE QUALITY (SERVQUAL) DAN POTENTIAL GAIN CUSTOMER

VALUE (PGCV)“. Skripsi ini disusun sebagai salah satu syarat untuk

menyelesaikan program studi S-1 Teknik Industri dan memperoleh gelar Sarjana

Teknik (S.T) Universitas Muhammadiyah Malang.

Selama proses penyusunan skripsi ini, penulis banyak m endapat

bimbingan, bantuan dan motivasi dari berbagai pihak. Untuk itu, penulis

mengucapkan terima kasih yang sebesar – besarnya kepada :

1. Allah SWT yang telah melimpahkan rahmat, memberikan petunjuk dan

selalu memberikan kesabaran, ketenangan, kekuatan dan kesehatan

sehingga penulis dapat menyelesaikan skripsi ini.

2. Kedua Orang Tua penulis, Bapak Budi Muhaeni dan Haryani

Yuliwulansih yang selalu memberikan doa, nasehat, semangat dan selalu

mengingatkan penulis agar segera mengerjakan dan meyelesaikan skripsi

ini.

3. Saudara Muchammad Abdul Muiz selaku pembimbing lapangan dan

yang selalu mengingatkan penulis agar segera m engerjakan dan

meyelesaikan skripsi ini.

4. Keluarga di Balikpapan yang telah mendoakan dan memberi sem angat

agar penulis segera menyelesaikan studi.

5. Bapak Ilyas Masudin, S.T., MLogSCM., Ph.D selaku Dosen Pembimbing

I. Terimakasih atas bimbingan, waktu, ilmu, saran dan kemudahan yang

telah diberikan selama penyelesaian tugas akhir ini.

6. Ibu Shanty Kusuma Dewi, ST.MT selaku Dosen Pembimbing II.

Terimakasih atas bimbingan, waktu, ilmu, saran dan kemudahan yang

telah diberikan selama penyelesaian tugas akhir ini.

7. Seluruh dosen Teknik Industri yang telah banyak membantu memberikan

ilmu pengetahuan dan juga pengalaman yang diberikan.

8. Teman – teman sekelas dan seangkatan 2015 yang telah m emberi

bantuan, masukan dan saran nya dalam mengerjakan skripsi.

9. Semua pihak yang tidak bisa saya sebutkan satu – persatu, terimakasih

atas semuanya sehingga penulis dapat menyelesaikan skripsi ini dengan

baik. Penulis menyadari bahwa banyak kesalahan dalam penyusunan dan

penulisan. Sehingga, penulis mengharapkan kritik dan saran yang bersifat

membangun dari pembaca sehingga nantinya dapat m embuat karya tulis

ini menjadi lebih baik lagi.

Malang, 13 November 2019

Salsabila Salm a

DAFTAR ISI

Halaman Judul .................................................................................................................

Lembar Pengesahan Skripsp ...........................................................................................

Lembar Asistensi Skripsi ................................................................................................

Berita Acara Ujian

...........................................................................................................

Surat Pernyataan KeaslianError! Bookmark not defined.

...........................................

Surat Keterangana Pengambilan Data dari Perusahaan ..................................................

Kata Pengantar ................................................................................................................... i

Abstrak ............................................................................................................................... ii

Abstract ............................................................................................................................. iii

Daftar Isi ............................................................................................................................iv

Daftar Tabel ........................................................................................................................ v

Daftar Gambar ...................................................................................................................vi

Daftar Lampiran .............................................................................................................. vii

BAB I PENDAH ULUAN

1.1 Latar Belakang Penelitian ........................................................................................ 1

1.2 Rumusan Masalah Penelitian ................................................................................... 2

1.3 Tujuan Penelitian ...................................................................................................... 2

1.4 Manfaat Penelitian .................................................................................................... 2

1.5 Batasan Masalah Penelitian ..................................................................................... 3

BAB II LANDASAN TEORI

2.1 Kualitas Layanan ...................................................................................................... 4

2.2 Kepuasan Pelanggan ................................................................................................. 5

2.3 Six Sigma ................................................................................................................... 6

2.3.1 Definisi Six Sigma .......................................................................................... 6

2.3.2 Mengapa Six Sigma Menarik untuk Digunakan? ........................................ 8

2.3.3 Pengukuran Kinerja Suatu Proses dalam Six Sigma ................................ 10

2.3.4 Lima Elemen dalam Kerangka Six Sigma ................................................. 11

2.3.5 DMAIC Process dalam Six Sigma ............................................................. 13

2.4 Logistik ................................................................................................................... 16

2.4.1 Definisi Logistik ....................................................................................... 16

2.4.2 Faktor-Faktor dalam Sistem Logistik........................................................ 17

2.5 Conveyor ............................................................................................................ 18

2.5.1 Definisi Conveyor ................................... .................................................. 18

2.5.2 Belt Conveyor ............................................................................................ 20

2.6 Metode TRIZ ................................................................... ................................... 23

BAB III METO DOLOGI PENELITIAN

3.1 Metodologi Penelitian ........................................................................................ 29

3.2 Waktu dan Tempat Penelitian ................................. ........................................... 29

3.3 Tahapan Penelitian ............................................................................................. 30

BAB IV PENGUMPULAN DAN PENGOLAHAN DATA

4.1 Tinjauan Perusahaan .......................................................................................... 35

4.1.1 Lokasi Pengelolaan ................................................................................... 37

4.2 Visi, Misi, dan Nilai Budaya Perusahaan.......................... ................................. 37

4.2.1 Visi ............................................................................................................ 37

4.2.2 Misi ................................................................................. .......................... 37

4.2.3 Nilai-nilai Budaya Perusahaan .................................................................. 38

4.3 Struktur Organisasi Perusahaan ......................................................................... 39

4.4 Tugas PT. Angkasa Pura I (Persero) .................................................................. 40

4.5 Proses Pelayanan ................................................................................................ 40

4.6 Jenis Kerusakan ........ .......................................................................................... 44

4.6.1 Jumlah Kerusakan ..................................................................................... 45

4.7 Pengolahan Data............................ ..................................................................... 45

4.7.1 Tahap Define ............................................................................................. 45

4.7.1.1 Identifikasi Permasalahan ............................ ................................. 45

4.7.1.2 Flowchart Pelayanan Bagasi ......................................................... 46

4.7.2 Tahap Measure .......................................................................................... 49

4.7.2.1 Identifikasi Critical to Quality ...................................................... 49

4.7.2.2 Perhitungan Nilai DPMO dan Level Sigma .................................. 50

4.7.3 Tahap Analyze ................................................ ........................................... 51

4.7.4 Tahap Improve .......................................................................................... 57

4.7.4.1 Kehilangan ....................................................................... ............. 58

4.7.4.2 Pecah ............................................................................................. 61

4.7.4.3 Robek ............................................................................................ 65

4.7.4.4 Terjepit .......................................................................................... 16

BAB V ANALISA DAN PEMBAH ASAN

5.1 Tahap Define ..................................................................................................... ... 78

5.2 Tahap Measure ..................................................................................................... 78

5.3 Tahap Analyze ...................................................................................................... 78

5.3.1 Fishbone Diagram Kehilangan Bagasi ..................................................... 78

5.3.2 Fishbone Diagram Bagasi Pecah ..................................................................... 79

5.3.3 Fishbone Diagram Bagasi Robek ............................................................. 81

5.3.4 Fishbone Diagram Bagasi Terjepit ........................................................... 82

5.4 Tahap Improve ............................................................................ ......................... 84

5.4.1 Kehilangan Bagasi .................................................................................... 84

5.4.2 Bagasi Pecah ............................................................................................ . 85

5.4.3 Bagasi Robek ............................................................................................ 86

5.4.4 Bagasi Terjepit .......................................................................................... 88

BAB VI KESIMPUL AN DAN SARAN

6.1 Kesimpulan ........................................................................................................... 91

6.2 Saran ........................................................................................................ .............. 92

DAFTAR PUSTAKA ................................................................................................ 90

LAMPIRAN............................................................................................................... 91

DAFTAR TABEL

Tabel 2.1 40 Prinsip Inventive Principles pada TRIZ ................................................. 24

Tabel 2.2 39 Engineering Parameters pada TRIZ ...................................................... 25

Tabel 2.3 Lanjutan 39 Engineering Parameters pada TRIZ ...................................... 26

Tabel 2.4 Lanjutan 39 Engineering Parameters pada TRIZ ...................................... 27

Tabel 2.5 Contoh Matriks Kontradiksi TRIZ ............................................................... 28

Tabel 4.1 Data Bagasi Keluar pada Tahun 2018 ......................................................... 45

Tabel 4.2 Prosentase Kumulatif Kerusakan pada Sistem Penanganan Bagasi ......... 49

Tabel 4.3 Contradiction Matrix Kehilangan (1) .......................................................... 58



Tabel 4.6 Contradiction Matrix Pecah (1) ................................................................... 62



Tabel 4.9 Contradiction Matrix Robek (1) .................................................................. 66

Tabel 4.10 Contradiction Matrix Robek (2) ................................................................ 67



Tabel 4.13 Contradiction Matrix Terjepit (1) .............................................................. 71






DAFTAR GAMBAR

Gambar 2.1 Proses Pengembangan Six Sigma dalam Quality Management ............... 8

Gambar 2.2 Inti dalam Six Sigma .................................................................................... 9

Gambar 2.3 Segitiga Kinerja Proses ............................................................................. 11

Gambar 2.4 Kerangka Kerja Perusahaan Six Sigma ................................................... 12

Gambar 2.5 Improvement Phase ................................................................................... 13

Gambar 2.6 Flowchart dari Proses DMAIC ................................................................ 16

Gambar 2.7 Conveyor Bandara Sepinggan di Area Baggage Handling System ...... 18

Gambar 2.8 Conveyor Bandara Sepinggan di Area Ground ...................................... 19

Gambar 2.9 Belt Conveyor ............................................................................................. 20

Gambar 2.10 Rangka pada Conveyor ........................................................................... 21

Gambar 2.11 Motor Listrik pada Conveyor ................................................................. 21

Gambar 2.12 Sprocket pada Conveyor ......................................................................... 22

Gambar 2.13 Pulley pada Conveyor ............................................................................. 23

Gambar 2.14 Roller Chain pada Conveyor .................................................................. 23

Gambar 3.1 Flowchart Metodologi Penelitian ............................................................ 30

Gambar 4.1 Struktur Organisasi PT. Angkasa Pura 1 Balikpapan ............................ 39

Gambar 4.2 Proses Pelayanan Sistem Penanganan Bagasi Secara Umum ............... 41

Gambar 4.3 Mesin Penimbang Bagasi untuk Proses Check-In .................................. 41

Gambar 4.4 Mesin Scanning Bagasi Tampak Samping .............................................. 42

Gambar 4.5 Mesin Scanning Bagasi Tampak Depan .................................................. 42

Gambar 4.6 Alat Barcode Scanning , Divert Shoe, dan BTT ...................................... 43

Gambar 4.7 Bagasi yang Pecah ..................................................................................... 44

Gambar 4.8 Bagasi yang Robek .................................................................................... 44

Gambar 4.9 Detail Flowchart Pelayanan Bagasi Penumpang ................................... 46

Gambar 4.10 Diagram Pareto Jenis Kerusakan pada Bagasi ..................................... 49

Gambar 4.11 Fishbone Diagram Jenis Kehilangan Bagasi ........................................ 51

Gambar 4.12 Fishbone Diagram Jenis Kerusakan Pecah ........................................... 52

Gambar 4.13 Fishbone Diagram Jenis Kerusakan Robek .......................................... 53

Gambar 4.14 Fishbone Diagram Jenis Kerusakan Terjepit ....................................... 54

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