ZHEN, ALYA RAHMAYANI (2023) EVALUASI PERFORMANSI PELAYANAN PUSKESMAS XYZ MENGGUNAKAN METODE PROMETHEE DAN LEAN SERVICE. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
Puskesmas XYZ is a health center located in Cilegon City, serving the community within one or several sub-districts. It functions as a Primary Healthcare Facility (FKTP) with a good performance rating of 3.66. To improve the quality of services, the Mayor of Cilegon has proposed implementing the Regional Public Service Agency (BLUD) system, allowing the health center to operate independently without relying on the local government. Despite its good performance, Puskesmas XYZ still needs improvements to become a BLUD system, as highlighted in the 2020 Public Service Assessment Report of Cilegon. The report identified six areas for enhancement, including service policies, professional human resources, information systems, facilities and infrastructure, as well as consultation and complaint mechanisms. This study aims to evaluate and prioritize improvement measures using the servperf model and PROMETHEE method. By identifying alternative solutions with negative net flow, indicating weaknesses, a total of 10 alternatives were identified. Lean service principles were then applied to select process definitions, resulting in five alternative points for identifying value-added activities. Furthermore, root cause analysis (RCA) using the 5 Whys method was conducted to map the problems and propose feasible improvements for Puskesmas XYZ. These measures will enable the health center to enhance its services and address weaknesses, ultimately contributing to improved healthcare provision for the community it serves.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Puskesmas XYZ merupakan salah satu puskesmas yang berada di Kota Cilegon dengan fungsi melayani masyarakat lingkup satu atau sebagian wilayah kecamatan tersebut, puskesmas memiliki peran sebagai Fasilitas Kesehatan Tingkat Pertama (FKTP) dan memiliki indeks penilaian 3,66 dengan predikat baik. Demi semakin meningkatkan kualitas pelayanan dalam puskesmas, Walikota Cilegon mengusulkan penerapan sistem Badan Layanan Umum Daerah (BLUD) agar pengelolaan puskesmas terlaksana secara mandiri tanpa bergantung dengan pemerintah daerah. Meskipun memperoleh predikat baik, masih terdapat kekurangan untuk Puskesmas XYZ menjadi sistem BLUD. Hal ini selaras dengan Laporan Penilaian Pelayanan Publik Kota Cilegon 2020 terdapat evaluasi untuk peningkatan 6 aspek puskesmas yaitu kebijakan pelayanan, profesional SDM, sistem informasi, sarana dan prasarana, serta konsultasi dan pengaduan. Dilakukan penelitian ini bertujuan untuk evaluasi dan menentukan tindak perbaikan melalui model service performance (servperf) dengan perhitungan PROMETHEE agar mengetahui rangking prioritas alternatif untuk diperbaiki berdasarkan net flow bernilai negatif yang menyatakan kekurangan atau weakness lebih unggul dan diperoleh 10 poin alternatif. Dilanjutkan pengolahan data dengan lean service untuk pemilihan definisi proses mendapatkan 5 poin alternatif untuk identifikasi nilai tambah kegiatan, berlanjut pemetaan akar masalah melalui metode RCA 5 whys hingga mendapatkan usulan perbaikan yang mampu diterapkan oleh Puskesmas XYZ. | |||||||||
| Subjects: | A General Works > AS Academies and learned societies (General) A General Works > AS Academies and learned societies (General) H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HF Commerce H Social Sciences > HF Commerce T Technology > T Technology (General) |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Alya Rahmayani Zhen | |||||||||
| Date Deposited: | 04 Aug 2023 14:06 | |||||||||
| Last Modified: | 04 Aug 2023 14:06 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/27626 |
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