Kajian Implementasi Mutu dengan Pendekatan Integrasi Six Sigma dan TQM Melalui Penilaian Malcolm Baldridge di Rumah Sakit Charitas Palembang

Jessihana Morgan Manurung

Abstract


ABSTRAK

Rumah sakit sebagai suatu organisasi yang bergerak dibidang layanan kesehatan public makin dituntut untuk memberikan layanan kesehatan yang lebih baik (Muchtar, 2011). Pelayanan prima dan berkualitas akan berdampak pada kepuasan pasien dan berdampak pada peningkatan loyalitas pelanggan terhadap pelayanan yang ditawarkan. Salah satu ukuran pencapaian kualitas dari sebuah pelayanan ialah loyalitas dari konsumen. Di Rumah Sakit Charitas, terjadi penurunan loyalitas pelanggan dari tahun 2013 hingga tahun 2015 sebesar 80%. Hal ini terbukti pula dengan penurunan indikator mutu di Rumah Sakit Charitas yaitu BOR, LOS, TOI, GDR, NDR yang turun tiga tahun terakhir ini (Data RS. Charitas, 2016). Diketahui bahwa manajemen mutu TQM dan Six Sigma masing-masing telah terbukti secara konsep dan empiris sebagai metode perbaikan mutu berkelanjutan yang dapat membantu meningkatkan kinerja organisasi termasuk rumah sakit. Bagaimana mutu pelayanan di Rumah Sakti Charitas dilihat dari Kriteria Malcolm Baldrige dalam bidang pelayanan kesehatan dengan integrasi pendekatan TQM dan Six Sigma?

 

ABSTRACT

Hospitals increasingly are expected to provide better health services (Muchtar, 2011). Excellent service and quality have an impact on customer satisfaction and loyalty. One measure of quality achievement is customer loyalty. Charitas Hospital had a decline in customer loyalty from 2013 to 2015 by 80%. It was determined by a decrease in the quality indicators that BOR, LOS, TOI, GDR, NDR which dropped on the last three years (Data RS-Caritas, 2016). Quality management TQM and Six Sigma respectively conceptually and empirically proven as a quality improvement method to improve organizational performance. How is the quality of service at the Charitas Hospital observed from the criteria Malcolm Baldrige Criteria with the integration of TQM and Six Sigma approach? 


Keywords


hospital quality; TQM; Six SIGMA; Malcolm Baldridge

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References


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DOI: http://dx.doi.org/10.7454/arsi.v3i2.2218

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