PROZIMA (Productivity, Optimization and Manufacturing System Engineering)

Integration of Service Quality Method (SERVQUAL) and Lean Concept to Improve Service Quality: Case Study in Medical Center of ITS

Atikah Aghdhi Pratiwi — 2025-06-20

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.

Integration of Servqual, KANO, and QFD for Hospital Service Quality Management

Rahman Dwi Wahyudi — 2025-06-23

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.

Design and Development of a Website-Based Employee Recruitment Application for the Construction Industry

Frizky Andreka — 2025-06-30

The growth of the construction industry in Indonesia demands a transformation of the technology-based recruitment system to improve efficiency and transparency. PT. Songgo Jati Baru experienced operational constraints due to the manual recruitment process that was prone to delays and human error. To overcome this, a recruitment application was developed to automate the candidate selection process. The system development was carried out using the Agile method iteratively, with UML modeling and Black Box testing. The implementation results were able to accelerate the selection process, reduce errors, and increase transparency. In addition, the application allows the compilation of a candidate database based on technical competency and work experience, which supports the company's long-term recruitment strategy. This study recommends the adoption of a digital recruitment system as a strategic innovation in improving the quality of human resources in the construction sector, in line with the direction of national digital transformation.