Track: Service Engineering and Service Management

Abstract

As one of the internet service providers ISP, Telkom Indonesia with IndiHome products cannot avoid customer complaints. In Tangerang's Mekarjaya industrial area, IndiHome complaints reach 14 percent per month. The purpose of this study is to reduce IndiHome complaints with the six sigma DMAIC cycle method. Other tools for analyzing this problem are Pareto Diagrams, Cause and Effect Diagrams and FMEA. IndiHome complaints that were prioritized for improvement were complaints because they were unable to connect 59.4 percent and complaints about intermittent internet connections 35.8 percent.  In the improvement phase, poka yoke is implemented as a preventative measure in quality control. after the implementation of the six sigma IndiHome complaints decreased to 7% per month with a level of six sigma 3.47 and this research also succeeded in reducing the cost of repairing IndiHome services from IDR 7,888,889 to IDR 1.666.667 per month which means it changed 78.8% per month.