The Lean Six Sigma Project is an initiative designed to measure, analyze, and improve the quality and efficiency of the public licensing service processes facilitated by the Surabaya Single Window (SSW) Alpha system. The primary objective of this project is to achieve a service quality level on par with World Class Companies, with the goal of reaching a sigma level close to 6 sigma, in line with the Six Sigma Methodology standards. Through this project, it is expected that the licensing system in Surabaya will deliver faster, more accurate, and consistent services, ultimately improving public satisfaction as users of government services.
This project was initiated due to the discovery of variations and waste in the licensing service process, despite the prior implementation of the SSW Alpha system. These issues resulted in inconsistent completion times for permits, often failing to meet the established target times. Therefore, the Lean Six Sigma Project focuses on identifying the sources of these inefficiencies, reducing process variations, and creating a more efficient, transparent, and customer-focused public service system.
The project involves multiple stakeholders, including lecturers as supervisors, laboratory assistants as project leaders, and an execution team consisting of students. In addition, external entities such as the DPM PTSP (the agency providing licensing completion time data) and the Department of Communication and Informatics (Dinkominfo), which developed the Sigma Processing System (SPS) for automating sigma calculations, also play key roles. The project activities are carried out in several locations, with briefings and progress presentations conducted in-person at the Surabaya City Government Office, while fieldwork is carried out in a hybrid format.
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