Integrasi Metode Fuzzy Servequal dan Lean Service Education untuk Menjaga Konsistensi Implementasi Sistem Manajemen Mutu ISO 9001:2008 di STMIK Potensi Utama

Abstract

Sekolah Tinggi Manajemen lnformatika dan Komputer "STMIK Potensi Utama II is one of education institution belongs to Y ayasan Potensi Utama STMJK Potensi Utama and it has been successfully to certify ISO 9001:2008 at February 2009. Although it has been successfully to be certified by ISO 9001: 2008, STMIK Potensi Utama will be always audited by certification body every 6 month times which called Surveillance Audit as monitoring action to make sure that STMIK Potensi Utama is consistence in implementing the all of standard ISO 9001:2008 requirements . The real condition is always happen stagnancy in implementation, even though standard ISO 9001:2008 requires to be always do Continual Improvement. Continual improvement (clause 8.5) is the important requirement and always he forgotten by institution. It can disturb the consistence in implementing the all of standard ISO 9001: 2008 requirements at the future. So, STMIK Potensi Utama must focus to do Continual Improvement in their management system. Continual Improvement must be done base on customer requirements (clause 7.2) so that STMIK Potensi Utama must focus to customer (clause 5.2). There are many customer complains to STMIK Potensi Utama. lt indicate that Customer Need and Customer Expectation have not been identified so it need to measure customer satisfaction (clause 8.2.1) to know Gab between Customer Perception and Customer Expectation. Gab between Customer Perception and Customer Expectation measurement is done by using Fuzzy Servequal method and base on the gap calculation to the all varialJ/e, gotten that the large gab are 4th variable and S th variable, They are servicing and learning and teaching process both Theory and practice, the value is - 0, 011 and they are in the same position. It means that servicing and learning and teaching process both Theory and practice are the priority to be followed up by STMIK Potensi Utama. Continual Improvement is done Base on the measurement result by using Lean Service Education method and VSM (Value Stream Mapping) tool.