Business Processes Improvement of Connection Service to Reduce Complaint Ratio Using the Kaizen Method

Authors : Syafaat Pradiptal; Dr. Ir. Antonius Setyadi

Volume/Issue : Volume 8 - 2023, Issue 7 - July

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The goal of this study is to use the Kaizen approach to create changes to the PT PLN (Persero) ULP Cilegon electricity connection business process. In the customer connection business process, researchers employ primary data by speaking with the appropriate officers directly and making on-the-ground observations. The PDCA method was used to assess the research findings. The fishbone and 5why approaches were initially utilized by the researcher to identify the fundamental reasons why clients weren't receiving same- day service. Three initiatives were implemented to address the root of the issue with same-day service connection services: outreach to connection officers regarding the target same-day service; adding location coordinates to the connection application file; and implementing simultaneous equipment titles to guarantee that all vendors complete their equipment and work equipment. The 5W1H technique is used to arrange these three objectives in an action plan.

Keywords : Kaizen, fishbone diagram, 5why, 5W1H, business process improvement, customer complaints.


Paper Submission Last Date
31 - December - 2023

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In 1-2 Days

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