Indonesia Conference Directory

Rumah Sakit Jogja is one government hospital located in the city of Yogyakarta. The index value of the service quality of the city of Yogyakarta that is below standard thus the need for improvement. Improvements focused on outpatient departtement because it has the highest percentage of patients. The selected object is Badan Pelayanan Jaminan Sosial (BPJS) service system because it has the biggest percentage of patient type at the outpatient department and has longest path. Lean methods used to make improvements to reduce the waste that exists. This research use few tools like Value Stream Mapping (VSM) for mapping BPJS service process, Failure Mode and Effect Analysis (FMEA) to search the critical problem, Fishbone diagram to search roots of FMEA problems, and simulation to see result of the improvement system. The FMEA show that queue is the most critical problem with Risk Priority Number (RPN) value 200. After that, the author created five improvement scenarios and found the best scenario is the fifth scenario with make all counter shift equal. Such scenarios may result in decreased activity of Non Value Added Activity (NVA) time by 31 seconds so we get used to the NVA time is 4 seconds.