Institusion
Universitas Sumatera Utara
Author
Sitompul, Desy M (STUDENT ID : 077025002)
(LECTURER ID : 0010105507)
(LECTURER ID : 8800140017)
Subject
Continual Improvement
Datestamp
2022-12-22 07:35:43
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.