https://prozima.umsida.ac.id/index.php/prozima/issue/feed 2025-06-23T03:55:28+00:00 admin prozima prozima@umsida.ac.id Open Journal Systems PROZIMA (Productivity, Optimization and Manufacturing System Engineering) https://prozima.umsida.ac.id/index.php/prozima/article/view/1714 2025-06-20T04:05:28+00:00 Atikah Aghdhi Pratiwi atikah@its.ac.id Isnaini Mutiara Nabilah isnainimutiaran@gmail.com Naning Aranti Wessiani wessiani@ie.its.ac.id

<p>The government is responsible for ensuring the right to health, one of its efforts is the Healthy Campus program. This initiative underpins the establishment of the ITS Medical Center at Institut Teknologi Sepuluh Nopember (ITS) to fulfill students' rights to healthcare services. ITS Medical Center aims to become the leading healthcare service provider for the ITS academic community and the public in East Surabaya. However, numerous complaints persist, with 50% related to extended service waiting times. Additionally, ITS Medical Center experienced an 11% increase in visitors in 2023. Consequently, a service quality evaluation was conducted by integrating Service Quality (SERVQUAL) and lean concepts to identify service gaps, eliminate waste, and enhance services. The study revealed negative results across all SERVQUAL attributes. Out of 24 identified wastes, 17 were deemed critical. These critical wastes and their associated attributes were grouped and analyzed for root causes using Fault-Tree Analysis. The prioritized wastes include patients waiting for medication preparation, the reprocessing of old patient medical records, and the excessive accumulation of medical records. Recommendations for improvement prioritize recording dispensed medications in stock cards at the end of the day and developing a system for medical record recapitulation. These improvements are expected to enhance service quality and increase consumer satisfaction at the ITS Medical Center.</p>

2025-06-20T00:00:00+00:00 Copyright (c) 2025 Atikah Aghdhi Pratiwi, Isnaini Mutiara Nabilah, Naning Aranti Wessiani https://prozima.umsida.ac.id/index.php/prozima/article/view/1707 2025-06-23T03:55:28+00:00 Rahman Dwi Wahyudi rahman.dwi.wahyudi@staff.ubaya.ac.id Muhammad Rosiawan mrosiawan@staff.ubaya.ac.id Mamlu’atur Rahmawati Alda lulualdapaciran@gmail.com

<p>Quality has become a research concern in the field of manufacturing or services. Currently, there are several tools available that can be used to improve service quality. Each tool has advantages and disadvantages, so integration between tools is needed to increase the effectiveness and efficiency of improvement efforts. Some tools that can be integrated to evaluate service quality comprehensively are SERVQUAL, KANO, and QFD. This scientific article provides experiential information on applying quality tool integration in the health sector. A hospital was selected as a case study for an example of the application of service quality improvement steps. The trial of SERVQUAL, KANO, and QFD integration in the case study showed that the integration of SERVQUAL and KANO selected 30% of critical service attributes that need improvement. Furthermore, QFD plays a role in executing the improvements effectively and efficiently.</p>

2025-06-23T00:00:00+00:00 Copyright (c) 2025 Rahman Dwi Wahyudi, Muhammad Rosiawan, Mamlu’atur Rahmawati Alda