PERANCANGAN SERVICE BLUEPRINT BERBASIS POM-QM UNTUK MENINGKATKAN EFISIENSI LAYANAN PENDAFTARAN PASIEN DI RSUD DR. MURJANI SAMPIT

Amalia, Ishica Azzahra (2025) PERANCANGAN SERVICE BLUEPRINT BERBASIS POM-QM UNTUK MENINGKATKAN EFISIENSI LAYANAN PENDAFTARAN PASIEN DI RSUD DR. MURJANI SAMPIT. Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

The increasing number of outpatient visits at RSUD dr. Murjani Sampit has resulted in long queues and extended waiting times in the registration service. This condition highlights the urgent need for effective service delivery, particularly in hospital queuing systems, which play a critical role in ensuring efficient and satisfactory healthcare services. Service efficiency, encompassing time, cost, workforce, and technology, significantly influences patient satisfaction and public perception of hospital quality. This study aims to enhance the efficiency of the patient registration system through the integration of the service blueprint method and quantitative analysis using POM-QM software. The research employed observation, interviews, and queuing system simulations based on the M/M/S model. The results indicate that increasing the number of registration staff from four to six significantly reduces average waiting times and improves service compliance with hospital operational standards. The redesigned service blueprint successfully identified service bottlenecks and recommended the implementation of a digital queuing system as a supporting solution. The integrated approach combining queuing models and service blueprint based on user experience enables adaptive and responsive solutions tailored to actual community needs. The contribution of this study is not only relevant for optimizing the registration system at RSUD dr. Murjani but also provides valuable insights for other public service institutions and service-oriented sectors facing similar queuing challenges. Keywords: Service Blueprint, POM-QM, Queuing System, Service Efficiency, Operational Management

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Dermawan, Rizky	NIDN0004107207	rizkyd.ma@upnjatim.ac.id
Thesis advisor	Mandasari, Virginia	NIDN0012099111	virginia.mandasari.mnj@upnjatim.ac.id

Subjects:

H Social Sciences > HC Economics

Divisions:

Faculty of Economic > Departement of Management

Depositing User:

Ishica Azzahra Amalia

Date Deposited:

18 Jul 2025 09:10

Last Modified:

18 Jul 2025 09:10

URI:

https://repository.upnjatim.ac.id/id/eprint/39922