Penerapan Tahap Define dalam Lean Six Sigma untuk Meningkatkan Mutu Pelayanan Rumah Sakit: Literature Review
DOI:
https://doi.org/10.55606/jrik.v6i1.6304Keywords:
Critical to Quality, Define Phase, DMAIC, Lean Six Sigma, Voice of the CustomerAbstract
Service quality is a crucial factor in a hospital’s success in facing competition while ensuring patient safety. However, issues such as high rates of medical errors and low service efficiency are still frequently encountered in various healthcare facilities. This study aims to examine the application of the Define phase in the Lean Six Sigma methodology as a systematic effort to improve hospital service quality. The method used is descriptive-analytical with a literature review approach through thematic analysis of eight selected scientific articles. The results of the study indicate that the Define phase is crucial for identifying dominant forms of waste, such as long waiting times, excessive administrative activities, and imbalances in the workload of healthcare personnel. Through instruments such as Voice of Customer (VoC), Critical to Quality (CTQ), and process mapping (SIPOC), hospitals can determine improvement priorities that align with patient expectations and healthcare worker needs. In conclusion, the proper implementation of the Define phase provides a strong foundation for the effectiveness of the DMAIC cycle, making quality improvement efforts more focused, efficient, and sustainable.
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