Sistem Informasi Kinerja Layanan Laboratorium Medis dengan Metode Six Sigma

Article Info
Submitted: 15-02-2016
Published: 15-02-2016
Section: Research Articles

Medical Laboratory currently holds a very important role in medicine. Evaluation of laboratory quality plays a very important to maintain accurate laboratory results. This study aims to design an information system performance based on the same perception of medical laboratory services from customers using Six Sigma methods and frameworks using ServQual questionnaire. Selection of Six Sigma itself is based on this method can measure the extent to which each process deviates from its purpose as well as to reduce the variation of each of the attributes.  Six Sigma DMAIC namely (Define, Measure, Analyze, Improve, Control) preferred because the end result will not yield new products, but only improvements on existing processes. The results of this calculation will be presented in the form of a dashboard for easier management in understanding the results of the evaluation. From the system can be obtained an average value of consumer perceptions terhdap performance today is 2,883, consumer expectations on the performance of 3.3768, the gap between the perceptions and expectations of consumers is -0.4936, customer satisfaction will be the performance of the current 85.37%, the value of 423 360 DPMO and sigma value there at the 2.07664 level.



Laboratory Performance; Six Sigma; Servqual; Dashboard

  1. Anindita Kusumastuti Dewi 
    Universitas Diponegoro , Indonesia
    Mahasiswa Magister Sistem Informasi
  2. Ibnu Widiyanto 
    Universitas Diponegoro
    Magister Manajemen

Coskun, A., Inal, T., Unsal, I., Serteser, M., 2010. Six Sigma as a Quality Management Tool : Evaluation of Performance in Laboratory Medicine, 2010, Intech Open.

Eckerson, W., 2010. Performance Dashboards : Measuring, Monotoring, and Managing Your Business, Wiley Publisher, New Jersey.

Gaspersz, V., 2002. Pedoman Implementasi Program Six Sigma Terintegrasi dengan ISO 9001:2000, MBNQA dan HACCP, Gramedia, Jakarta.

Gasperz, V., Fontana, A., 2011. Lean Six Sigma for Manufacturing and Service Industries, Vinchristo Publication, Bogor.

Hariyanti, E., 2008. Pengembangan metodologi pembangunan information dashboard untuk monitoring kinerja organisasi, 2008, e-Indonesia Initiative 2008 (eII2008), Prosiding Konferensi dan Temu Nasional Teknologi Informasi dan Komunikasi untuk Indonesia.

Helfert and Erich., A, 1996. Technical of Financial Analysis : A Practical Guide to Measuring Business Performance, Mc Graw-Hill.

Nevalainen, D., Berte, L., Kraft, C., Leigh, E., Picaso, L., Morgan, T., 2000. Evaluating Laboratory Performance on Quality Indicators with The Six Sigma Scale, Arch Patrol Lab Med.2000;124:516-519.

Parasuraman, A., Zeithaml, V.,Berry, L.L., 1988. SERVQUAL : A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, Volume 1, PP 12-40.

Pureshare, 2013. Metric Implementation Methodology, Website :, diakses tanggal 5 maret 2013.

Pzydek, T., 2002. The Six Sigma Handbook, Salemba Empat, Jakarta.

Raisinghani, M., S., Ette, H., Pierce, R., Cannon, G., Daripaly, P., 2005. Six Sigma Concept, Tools and Applications, Industrial Management and Data Systems Vol. 105 No.4 PP 491-505.

Rivai, V., Fawzi, A., 2005. Performance Appraisal, Rajagrafindo Persada, Jakarta.

Tjiptono, F., Chandra, G., 2007. Service, Quality and Satisfaction, Andi, Yogyakarta.

Wisnubroto, P., Anggoro, T., 2012. Analisis kualitas pelayanan jasa dengan metode six sigma pada Hotel Malioboro inn yogyakarta, Prosiding Seminar Nasional Aplikasi Sains & Teknologi (SNAST) Periode III.