Internet Service Providers (ISPs) provide access to the internet for both personal and business customers. We’ll look and Lean and Six Sigma applications in internet service provision and finish with a video of how the internet works.

Using Six Sigma DMAIC to Improve Internet Service

In a paper titled “Improving the quality of IndiHome services using six sigma DMAIC method: Case in industrial area” authors Abby Yazid Bustommy, Dana Santoso Saroso, and Sawarni Hasibuan discuss a study to reduce customer complaints.

The paper includes:

  • IndiHome Complaint Problem Solving Research Methodology
  • IndiHome Network Topology
  • Project Charter
  • SIPOC of Problem Fixing Process
  • Voice of Customer/Business and CTQ
  • Proportion of Defects by Month
  • Cost of Poor Quality for Repairs by Month
  • Pareto Chart for Complaints
  • Cause and Effect Diagram for Internet Service is Down or Unable to Connect
  • Cause and Effect Diagram Internet Intermittent Connection
  • FMEA
  • Recommended Actions
  • Poke-Yoke Improvements Form
  • Poke-Yoke Improvements
  • Cost of Poor Quality After Improvement
  • Results After Improvement
  • Defect Prevention Strategies

Copy and paste the following link into your browser to access the paper.

Applying the Lean Service Method to Improve Customer Service Quality

In a case study titled “Improving the Quality of Indihome Complaints Service Using Lean Service Method (Case Study of Customer Care Plasa Telkom Solo)” authors Eko Pujiyanto, Fakhrina Fahma and  Savitri Kusumaning Ayu discuss using the Lean Service Method to identify and eliminate waste in order to increase customer service quality.

NOTE: Like the first paper above, this case study also deals with  Indihome Complaints but instead focuses on wastes using the Lean Service Method.

The case study includes:

  • Current State Value Stream Map
  • Data Adequacy Test
  • Percentage Recapitulation of Critical Waste
  • Process Activity Mapping Current State
  • Percentage of Cycle Time Complaints Service (Current State)
  • Root Cause Analysis of Delays Waste
  • Root Cause Analysis of Underutilized Resources Waste
  • Future State Value Stream Map
  • Process Activity Mapping Future State
  • Percentage of Cycle Time Complaints Service (Future State)

You can access the case study here.

Improving Service Disruptions Through the Kaizen Method

In a case study titled “Improved Troubleshooting Services with Kaizen Philosophy, Case Study: PT XYZ” authors Muhammad Iqbal Aulia and Rosalendro Eddy Nugroho discuss the use of the kaizen method combined with fishbone diagrams and why-why analysis to find the source of the problem to improve service disruptions.

The case study includes:

  • Trouble Shooting Report Chart
  • Operational Variables Table
  • Subscribers Table
  • Fishbone Diagram for Slow Trouble Shooting Process
  • Why-Why Analysis Table
  • Trouble Shooting Report Chart
  • 5 Why + 1H Table
  • Improvement Target
  • Improvement Implementation
  • Disturbance Data
  • Improvement Result

You can access the case study here.

How the Internet Works Explained

See how the internet works in this video from Lesics.

You can watch the video here.

 

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