ANALYSIS AND QUALITY IMPROVEMENT OF PUBLIC HEALTH CENTER AND DRUG INFORMATION SYSTEM USING QUALITY FUNCTION DEPLOYMENT AND SEVEN QC TOOLS METHOD

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1 ANALYSIS AND QUALITY IMPROVEMENT OF PUBLIC HEALTH CENTER AND DRUG INFORMATION SYSTEM USING QUALITY FUNCTION DEPLOYMENT AND SEVEN QC TOOLS METHOD Andre Rizqon M 1) and Daniel Oranova Siahaan Master s Program in Management of Technology, Institut Teknologi Sepuluh Nopember Jl. Cokroaminoto 12A, Surabaya, 60264, Indonesia 1) andrerizqonm@gmail.com, iel@if.its.ac.id ABSTRACTS The implementation of information system in the Dinas Kesehatan Pemkab Jember operation area still encountered many problems that frequently experienced by users. The obstacles faced by users include low speed system, duplication of index number, s miplacemenet in clinic, inconsistencies of drug data during transaction, report and reality. These issues also cause a decline in the quality of information system. Henceforth, in order to improve quality of systems, Dinas Kesehatan Pemkab Jember requires investigation and analysis of the causes of the issues. By adopting the method of seven QC tools, the issues and its causes can be identified. Seven QC tools method adopted in this study include fishbone diagrams, check sheets, Pareto diagram and control charts. Seven QC tools is statistical tools known for its capability to identify the cause and effect of problems. The result of problem analysis by adopting seven QC tools method used as a basis for improvement in quality of system. By using Quality Function Deployment (QFD) method, technical steps to resolve the problems can be found. The integration of seven QC tools and QFD will generate detailed and scalable design improvement that can be used as the basis of improvement in quality of system. The results are to identify problems and find customer needs and also to give recommendations of the solutions to improve quality. Keywords: information system, Seven QC Tools, Quality Function Deployment. INTRODUCTION Government as the regulator has started IT implementation on its workplace. One of the local government that has implemented IT on the workplace is Pemerintah Kabupaten Jember on Dinas Kesehatan (Health Department). Dinas Kesehatan has been using technology for managing health services by implement Sistem Informasi Obat Puskesmas ( Public Health Centre and Drug Information Systems) on their workplace. has main fuction to serve the healthcare services in the health center in Jember. also helps the health care worker to distribute the drug from the drug warehouse until the smallest unit of health care center in the region. has three main functions, first to serve the health care service in health care center, drug distribution, and the last as monitoring. has been used to support the operational in the health center, drug distribution from the drug warehourse and its monitoring by Dinas Kesehatan for 1 year in 10 health centers in Jember. In this period, has been reported to encountered several issues and defects. Among reported issues are systems worked slowly, index duplication, misplace data, inconsistency of drug number in the systems during distribution and A-1-1

2 transaction and reporting. In order to improve the quality of, needs to be analysed to find the root of the problem and how to solve it. There are two methods that can be used to identify and analys problems in case, Seven QC tools or seven QC tools and Quality Function Development (QFD). Seven QC tools is statistical tools known for its capability to identify the cause and effect of problems. On top of that, seven QC tools is also able to define problems beyond the scope, therefore it needs prioritisation. Quality Function Development is a methods used to assess the quality of information systems and to design the improvement steps to increase the quality of information systems. In this paper, seven QC tools is used to identify issues and problems encountered by. The result of that identification will be the input of improvement using QFD. On the next chapter, both methods will be explained in more detail, with the discussion and conclusion in the end. METHODOLOGY Problem Identification using Seven QC Tools The seven QC tools are simple statistical tools used for problem solving. These tools were either developed in Japan or introduced to Japan by the Quality Gurus such as Deming and Juran. In terms of importance, these are the most useful. Kaoru Ishikawa has stated that these seven QC tools can be used to solve 95 percent of all problems (Varsha, 2014). Identification procedures of seven QC tools methods are described as follow. 1. Identify problems and its causes using fishbone diagram. 2. Identify the number of problems and causes using check sheet. Check sheets is used by users to record problems they encounter while using. At this stage the researcher looked for the cause of defects from the user s perspective and IT expert. This was done because lack of users who have knowledge in the field of IT as well as to obtain information from two viewpoints. 3. Identify the percentage of problems and causes using pareto diagram. 4. Identify problems beyond the scope control using control chart. Problem that goes beyond the scope control will be prioritized for improvement. Quality ment using QFD Quality Function Deployment (QFD) is a system for designing a product or service based on customer demands that involves all members of the producer or supplier organization (W.M.Group, 2007). QFD is more a process than just a tool for product as well as production process development based on the concept of Company Wide Quality Control. Essential characteristics of QFD are: customer orientation, team approach and a way of concisely structuring communications and linking together information (C.Govers, 1996). Overall, we could argue that Quality Function Deployment (QFD) is a powerful, proactive decision support method applied in relationship wise contexts, probably the most powerful. It has been developed with the economic environment in mind and it is based on a sequence of bi-dimensional mathematical matrices, which link together some NPD areas, often different ones. The purpose is to calculate ranking numerical indicators, to be represented graphically and to create an easy to understand database, useful for the decision maker. QFD implementation in this research are based on books reference and previous works that related on same topic and case (Utami, 2015) (Suryani, 2015). A-1-2

3 ment procedures for information systems using QFD are described as below. 1. Identify customer needs. Costumer needs will be transformed to quality attribute of information systems. Information systems quality attributes are formed based on identification result of seven QC tools, Dinas Kesehatan s work planning on 2016 and also characteristic of based on ISO 25010:2011 (ISO/IEC,2012). 2. Information system quality measurement based on user point of view. Quality measurement is conducted using questionnaires which are divided into 4 categories. First, questionnaire to measure customer satisfaction performance. Second, questionnaire to measure the importance to customer. Third, questionnaire to measure the sales point and the last is questionnaire to measure the goal. Questionnaires is divided into two steps. The first one is for the user in the sample in 3 health centre and the second is for the user in the population in 10 health centre. At this stage the researcher also conducted observations in order to capture informations that is not understand by users information system quality. 3. Validity and reliability test for every quality atribute based on sample and population (Rahmat, 2013). 4. Compose Planning Matrix. 5. Identify Technical Response. In this stage action and solution is determined to improve quality atribute. 6. Identify relationship between Technical Response and quality atribute of information systems. 7. Identify Technical Correlation 8. Define Technical Importance 9. Arrange House Of Quality RESULTS AND DISCUSSION Based on the fishbone diagram, 15 problems of is successfully identified. Here are the 15 result of seven QC tools fishbone diagram : (JC1) Number of drug items sent different with when drug received, (JC2) Amount of drug sent different with when drug received, (JC3) drug transaction happened more than once, (JC4) Drug sent history is not recorded by systems, (JC5) Drug received history is not recorded by systems, (JC6) Long prescription approval by pharmacy webpage loading, (JC7) Expired drug can not be returned, (JC8) Incorrect drug batch number, (JC9) Incorrect Unit LPLPO Report, (JC10) Incorrect Health Center LPLPO Report, (JC12) Long login loading, (JC13) Empty page when receive drug, (JC14) Empty page when send drug, (JC15) Drug data searching takes to long or no result. Based on the check sheet tool, 6306 defects events are found during 10 days observation with the details as follow. JC1 523 events, JC2 518 events, JC3 641 events, JC4 490 events, JC5 363 events, JC6 444 events, JC7 202 events, JC8 220 events, JC9 220 events, JC events, JC events, JC events, JC events, JC events, JC events. From users viewpoint, the highest cause at most of these defects is slow internet connection. According to IT expert viewpoint who performed field observation, slow internet connection caused by several factors such as client s or server s internet bandwidth is not sufficient, topology server is not currently designed for server and no priority access for connection to. The second highest cause at most of these defects is defects. Also in the view of IT experts who examine some functional of concluded that there is some code that could potentially cause A-1-3

4 defects. Also found some code that runs not well in certain circumstances and requires code optimizations. Figure 1 Pareto Diagram Defects Figure 2 Control Chart Defects Based on the Figure 1, percentage of defects from the most to the least as follows JC3, JC1, JC2, JC12, JC4, JC15, JC11, JC6, JC13, JC14, JC10, JC5, JC8, JC9 and JC7. Based on the control chart on Figure 2, there are 5 defects that are beyond the scope control they are JC1, JC2, JC3, JC4 and JC11. The results of seven QC tools became input for QFD method. Problems that already identified using seven QC tools became a consideration in determining the quality attributes of QFD method. Quality attributes obtained from the result of discussion with the Health Department. There are 13 quality atributes in, they are (A1) Patient Data Correctness, (A2) Drug Data Correctness, (A3) Report Data Correctness and Completeness, (A4) Ease using systems, (A5) Speed, (A6) Information shown as needed, (A7) Layout, (A8) Completeness of systems features and facility, (A9) User access limitation, (A10) System Conformity with manual standard operational procedure, (A11) System can be accessed everywhere, (A12) Easy to be integrated with other systems, (A13) Replace manual process. Table 1 Planning Matrix Quality Atribute CSP Goal Importance To Customer Sales Point ment Ratio Raw Weight Normalized Raw Weight A1 3,35 5 3,94 1,2 1,49 7,06 0,08 A2 3,14 5 3,96 1,5 1,59 9,44 0,10 A3 3,06 4 3,83 1,2 1,31 6,01 0,07 A4 3,06 5 3,74 1,5 1,64 9,17 0,10 A-1-4

5 A5 2,72 5 3,71 1,5 1,84 10,21 A6 3,26 4 3,62 1,2 1,23 5,33 A7 3,33 4 3,61 1,2 1,20 5,20 A8 3,17 5 3,62 1,2 1,58 6,85 A9 3,41 4 3,64 1,2 1,17 5,13 A10 3,00 4 3,70 1,5 1,33 7,39 A11 3,45 4 3,84 1,2 1,16 5,34 A12 2,91 5 3,71 1,2 1,72 7,64 A13 3,01 5 3,75 1,2 1,66 7,47 0,08 Table 1 is planning matrix which part of planning matrix of QFD and consists of 7 score which are customer satisfaction performance (CSP), goal, importance to customer, sales point, improvement ratio, raw weight and normalized raw weight. It can be inferred from column CSP on Table 1 that users are most satisfied on the attribute A11 and most dissatisfied on attribute A5. It also can be inferred from column ment Ratio on Table 1 that attribute A5 has the biggest contribution to meet customer needs. The values in various matrices described previously became a factor in determining the technical responses. Based on discussion with Dinas Kesehatan, was obtained 20 technical responses as recommendation to improve the quality of. For attribute A1 are 1) Change data attribute to be mandatory, 2) Provide automation facility using hardware to scan identity, 3) the processing of data. While A3 are 1) Review of reports that needed by user as the system output, 2) related to the data summary report. Whereas A5 are 1) Increase capacity and bandwidth both at server and public health center, 2) topology and configuration both at server and public health center, 3) Optimize computation process in. Table 2 Relationship Matrix WHAT A1 A3 A5 HOW Change data attribute to be mandatory Provide automation facility using hardware to scan the processin g of review of reports that needed by user as the system the data summary Increase capacity and bandwidth both at server and public 0,11 0,07 0,08 0,08 topology and configuratio n both at server and public health Optimize computation process in identity data output report health center center Table 2 show relationship between technical response and quality attribute. Circle with double line indicate there is strong relationship. Circle single line show that there is relationship. Triangle icon show that could be any relation between technical response and quality attribute. Whereas blank show that there is no relation between them. A-1-5

6 x x W Mengubah Atribut Data Pasien di Sistem menjadi bersifat Mandatory Menyediak an fasilitas otomatisasi hardware yang berfungsi membaca identitas pasien Memperb aiki terkait pengolaha n data pasien Menyediak an fasilitas otomatisasi hardware yang berfungsi membaca data transaksi obat standard operational procedure transaksi obat perbaikan terkait pengolaha n data obat laporan yang dibutuhkan sebagai output Sistem perbaikan dalam proses rekapitula si data laporan Pelatihan pada SDM secara berkala Meningkatka n kapasitas jaringan internet Puskesmas server Figure 3 Technical Correlation Figure 3 show correlations between technical responses. Circle with double line indicate there very strong positive influence. Circle single line indicate positive influence. Meanwhile x indicate negative influence. Table 3 Technical Importance HOW WHAT Max Relationship Value in Column Weight / Importance Relative Weight Ranking Change data attribute to be Perbaikan topologi konfigurasi jaringan di Puskesma s server Dinkes Provide automation facility using hardware to scan Memeriksa & memperbaik i proses komputasi data di the processin g of output informasi dari Perbaikan tata letak kombinasi warna review of reports that needed by user as the system Menyedia kan fitur feedback & request dari pengguna Penyesua ian hak akses kewenang an petugas the data summary alur SOP manual pelayanan kesehatan obat Perbaikan tampilan ( mobile friendly ) Increase capacity and bandwidth both at server and public Pengemb angan khusus terkait komunika si integrase lain topology and configuratio n both at server and public health Penyediaan fasilitas terotomatisa si terintegrasi Optimize computation process in mandatory identity data output report health center center ,58 34,07 72,49 49,00 61,75 101,04 83,01 76,06 4,26% 2,87% 6,10% 4,12% 5,20% 8,50% 6,99% 6,40% Figure 4 House Of Quality A-1-6

7 Table 3 show technical importance rank of some technical responses. It can be inferred that technical response increase capacity and bandwidth both at server and public health center is the most important response to do. Figure 4 is House of Quality which consist of planning matrix, relationship matrix, technical response, quality attributes / customer needs and technical correlation. CONCLUSIONS AND RECOMMENDATIONS Based on the results of this research, it can be concluded that this research successfully identified defects on and their causes using seven QC tools and QFD methods. 3 most defects and exceeds the control limit are identified consecutively are (JC3) drug transaction happened more than once, (JC1) Number of drug items sent different with when drug received, (JC2) Amount of drug sent different with when drug received. This study also managed to identify solutions to improve quality using quality function deployment method. 3 most important solution were identified sequentially are 1) Increase capacity and bandwidth both at server and public health center, 2) topology and configuration both at server and public health center, 3) Optimize computation process in. Some recommendation for future research: find a measurable way and better in determine the cause of effects, in the context of check sheet tool. Particularly when users of an information system does not have sufficient knowledge about information technology that could lead to bias when data collection process. References [1] W. M. Group, "Quality Function Deployment," in Product Excellence using Six Sigma, Warwick School of Engineering, [2] C. Govers, "What and how about quality function deployment," Elsevier, [3] D. V. B. S. Varsha M. Magar, "Application of 7 Quality Control (7 QC) Tools for Continuous ment of Manufacturing Processes," International Journal of Engineering Research and General Science, pp. Volume 2, Issue 4, [4] ISO/IEC, Systems and engineering - Systems and Quality Requirements and Evaluation (SQuaRE) Measurement of quality in use, Japan: ISO/IEC, [5] D. Maritan, Practical Manual of Quality Function Deployment, Springer, [6] L. Suryani, Analisis Peningkatan Kualitas Sistem Informasi Dengan Menggunakan Metode Seven QC tools Quality Function Deployment, ITS, [7] Y. W. P. Utami, Analisis Peningkatan Kualitas Teknologi Informasi TIMS Dengan Menggunakan Metode Service Quality Dan QFD Pada PT XYZ, Surabaya: ITS, [8] M. Dr H Rahmat, Statistika Penelitian, Bandung : Pustaka Setia, A-1-7

IMPROVING QUALITY OF SERVICE GRAHA PARI SRAYA (GRAPARI) PT TELKOMSEL APPROACH TO QUALITY FUNCTION DEPLOYMENT (QFD)

IMPROVING QUALITY OF SERVICE GRAHA PARI SRAYA (GRAPARI) PT TELKOMSEL APPROACH TO QUALITY FUNCTION DEPLOYMENT (QFD) Rino 1) and Indung Sudarso Master s Program in Management of Technology, Institut Teknologi