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Abstrak :
Proses pelayanan pasien umum di instalasi rawat jalan Rumah Sakit Haji Jakartajika dilihat dari alur mobilitas pasien rawat jalan sejak melakukan pendaftaransampai dengan pasien pulang terlihat adanya alur yang membuat pasien berjalanbolak-balik ke kasir maupun ke ruangan penunjang pelayanan laboratorium danradiologi . Hal ini tentu saja merupakan tindakan pemborosan dari segi waktumaupun pergerakan pasien. Untuk itu perlu dilakukan upaya terus menerus continuous improvement dalam upaya peningkatan kualitas dan efisiensipelayanan kepada pasien di instalasi rawat jalan Rumah Sakit Haji Jakarta. ......The process of general patient care in the outpatient installation of Haji HospitalJakarta when viewed from the outpatient mobility flow since registration until thepatient came home seen the flow that makes the patient walk back and forth to thecashier or to the supporting room service laboratory and radiology . This is ofcourse a waste of time and the movement of patients. Therefore, continuousimprovement is needed in the effort to improve the quality and efficiency ofservice to the patient in the outpatient installation of Jakarta Hajj Hospital.

Abstrak :
This book offers a comprehensive guide to implementing a company-wide management system (CWMS), utilising up-to-date methodologies of lean-six sigma in order to achieve high levels of business excellence. It builds the foundation for quality and continuous improvement, which can be implemented in any organization. The book begins with an introduction to and an overview of CWMSs, and reviews the existing literature on various management systems. It then discusses the integration and implementation of lean-six sigma in supply chain management. The integration approach presented highlights the link between the existing management systems and shows how continuous improvement methodologies are incorporated. The book then examines the components of CWMS, comparing them to other systems. It also explores Kano-based six sigma and concludes with further recommendations for reading. This book covers five management systems integrated into one novel approach that can be followed by organizations wishing to achieve quality and business excellence. Covering lean-six sigma – an essential element of management systems – it is a valuable resource for practitioners and academics alike.

Abstrak :
ABSTRAK
Tesis ini bertujuan untuk melakukan analisis faktor-faktor penentu kesuksesan TQM, analisis sebab-akibat Fishbone Diagram dan merancang service blueprinting untuk peningkatan kualitas layanan sertifikat elekronik pada Badan Siber dan Sandi Negara. Dalam mencapai tujuan ini, telah dilakukan kajian literatur, survei melalui kuesioner dengan responden sebanyak 310 orang pegawai BSSN dan wawancara kepada 4 orang narasumber manajemen yang menjalankan tugas terkait pemberian layanan sertifikat elektronik serta pengumpulan data sekunder. Pengujian model dan hipotesis penelitian dilakukan dengan menggunakan structural equation model SEM . Hasil pengujian hipotesis, data hasil wawancara serta data sekunder yang telah dikumpulkan digunakan untuk melakukan analisis sebab-akibat penyebab tidak optimalnya kualitas layanan sertifikat elektronik. Berdasarkan hasil analisis sebab-akibat dengan hasil identifikasi akar masalah, selanjutnya dirumuskan analisis peningkatan kualitas layanan dengan merancang service blueprinting, complaint management process dan proposal implementasi TQM pada layanan sertifikat elektronik BSSN. Penelitian ini menghasilkan temuan bahwa leadership adalah faktor kunci yang dapat mendorong peningkatan kualitas kinerja di BSSN. Adapun faktor-faktor penentu kesuksesan lain untuk menghasilkan layanan sertifikat elektronik yang berkualitas adalah continuous improvement, customer focus dan operational performance. Hasil penelitian ini mengkonfirmasi bahwa metode Total Quality Management dan Service Blueprinting merupakan solusi yang dapat diterapkan untuk mengatasi masalah kualitas layanan, dan juga solusi untuk memperbaiki dan meningkatkan kualitas layanan yang dapat diaplikasikan pada sektor publik organisasi pemerintah .

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ABSTRACT
This thesis aims to analyze the critical success factors of Total Quality Management, cause and effect analysis fishbone diagram and design service blueprinting to improve the quality of digital certificate services on National Cyber and Crypto Agency. In order to achieve this objective, a literature review has been conducted, surveys through questionnaires with 310 respondents of BSSN employee and interview with 4 person management that performing tasks related to the provision of digital certificate service as well as secondary data collection. The research model and hypothesis was tested using Structural Equation Modeling SEM . The results of hypothesis testing, interview data and secondary data that have been collected are used to conduct fishbone analysis to identify the rootcause problem of unoptimal digital certificate service quality. Based on the result of cause and effect analysis, then formulated the analysis of service quality improvement by designing service blueprinting, complaint management process and proposal of TQM implementation on BSSN digital sertificat service. This research find that leadership is a key factor that can drive performance improvement at BSSN. The other critical factors to produce digital sertificate services quality are continuous improvement, customer focus and operational performance. The result of this study confirm that Total Quality Management method and Service Blueprinting are workable solutions that can be applied to address service quality issues, as well as solutions to improves the quality of public sector services government organizations .