SIX SIGMA ANALYSIS FOR IMPROVEMENT IN STUDENT ACADEMIC SERVICES PERFORMANCE SMK 2 IN YOGYAKARTA

1. i
SUMMARY
SIX SIGMA ANALYSIS FOR IMPROVEMENT IN
STUDENT ACADEMIC SERVICES PERFORMANCE
SMK 2 IN YOGYAKARTA
Submitted by:
JokoPrasetiyo
11/327329/PEK/16768
MASTER OF MANAGEMENT PROGRAM
FACULTY OF ECONOMICS AND BUSINESS
UNIVERSITAS GADJAH MADA
2013

2. ii
SUMMARY
SIX SIGMA ANALYSIS FOR IMPROVEMENT IN
STUDENT ACADEMIC SERVICES PERFORMANCE
SMK 2 IN YOGYAKARTA
Submitted by:
JokoPrasetiyo
11/327329/PEK/16768
Approved by:
Supervisor
Wakhid Slamet Ciptono, MBA., MPM., Ph.D

3. iii
TABLE OF CONTENTS
TITLE PAGE .................................................................................................................... i
APPROVAL PAGE ..........................................................................................................ii
TABLE OF CONTENTS.................................................................................................iii
ABSTRACT .................................................................................................................. iv
1. Introduction................................................................................................................... 1
2. Literature Review........................................................................................................ 2
3. Research Methods........................................................................................................ 5
4. Results and Discussion................................................................................................ 6
4.1 Research Findings...................................................................................................... 6
4.2 Discussion.................................................................................................................. 7
5. Conclusions and Recommendations.......................................................................... 10
References...................................................................................................................... 11

4. iv
ABSTRACT
The purpose of this study is to measure students' academic service performance
value in SMK Negeri 2 Yogyakarta service performance using instruments (servperf),
and analyzed using six sigma to improve the academic performance of services.
This research is a descriptive study, this study population is 2,300 students of
SMK Negeri 2 Yogyakarta school year 2012/2013, whereas samples taken was 350
students. Quantitative data were obtained using instruments servperf given to 350
students with proporsionate stratified random sampling technique. The qualitative data
obtained through interviews with teachers and administrators respondents SMK Negeri
2 Yogyakarta.
Results of this study indicate that students' level of satisfaction on the
performance of academic services at servperf measurements are: 3.72 tangible
dimension, reliability dimension 3.59, 3.53 dimensions of responsiveness, assurance
dimension of 3.69, 3.38 empathy dimension. Average rating is 3.58, meaning that the
overall academic performance of services in SMK Negeri 2 Yogyakarta at 71.64% and
still provide opportunities for the emergence of dissatisfaction on the performance of
such services students at 28.36%. The calculation in the phase measure shows that the
average performance of the service is at the level of 2.07 sigma, and DPMO value of
284 339. By these sigma level, the average performance achieved academic services
SMK Negeri 2 Yogyakarta entered the unfavorable category, because in six sigma
companies or organizations that are at 2.07 sigma level is still not showing the
maximum service performance. According to the terminology of six sigma, companies
or organizations that have a sigma level of 2.07 is classified as a company or
organization that is not competitive (Gaspersz, 2002).
Measurement results on measure phase, shows that the dimensions that have the
smallest sigma level is the dimension of empathy (1.95 sigma) and responsiveness (2.04
sigma). From interviews with teachers and the management of SMK Negeri 2
Yogyakarta then analyzed with the fishbone diagram, so we found the root cause of the
problem and proposed solutions to improve the academic performance of services in
terms of: (1) manpower (human resources), in this case is teachers and educational staff
(teachers and employees), (2) machine, in this case the machinery and equipment as
well as the supporting infrastructure of teaching and learning processes and practices,
(3) methods , in this case include the methods and school management, and (4 )
materials.
Keywords: six sigma, service performance.

5. 1
SIX SIGMA ANALYSIS FOR IMPROVEMENT IN
STUDENT ACADEMIC SERVICES PERFORMANCE
SMK 2 IN YOGYAKARTA
1. Introduction
Quality of the services produced by the educational institution must not be
separated from the quality assurance or guarantee to the quality of the graduates
produced, quality assurance has an important and strategic role in the educational
institutions. Sallis (1995) says that one of the important challenges faced by educational
institutions is how to manage quality, particularly in the world of global competition
and mass industry. However, quality is not only in the business industry institutions, but
also the needs of educational institutions. It is intended to allow educational institutions
to survive in the highly competitive world of competition, and be able to educate
academics and practitioners.
Six Sigma is a structured methodology to improve business processes focused
on reducing variation in processes and reduce defects (products / services that are out of
specification) using statistical and problem solving tools intensively. The main focus of
Six Sigma as a management system is in three things, namely customer focus, process
management and data as well. In six sigma, customer satisfaction is the main focus.
Jenicke, et. al, (2008) says that the six sigma methodology has been successfully applied
in many organizations leading to a remarkable improvement in the quality of products
produced and services rendered, but the academic institutions have lagged behind other
organizations in implementing six sigma.
Previous research was conducted by Sulistiyowati, et.al (2008) at PT. PLN
(Persero) Distributor of East Java, Surabaya APJ South - Ngagel UPJ. This research
integrates servqual, lean six sigma methods in order to determine whether to integrate
all three of these methods can be implemented in the service industry. The results show
that by integrating the servqual and lean six sigma, it can be implemented in the service
industry (service).
Based on the data obtained from the author, profile of SMK Negeri 2
Yogyakarta, the school gained accreditation ratings for the eight competencies of
existing expertise in SMK Negeri 2 Yogyakarta. This school has been certified for ISO
9001:2000 issued by TÜV Rheinland Cert GmbH on March 27, 2008, the field is a

6. 2
certificate of quality management system, ISO certification is then updated with the ISO
9001:2008 certificate dated June 15, 2010. However, the problem is the ranking gains
accreditation and ISO certification has not been contributing to improved school
performance, it is proved to the acquisition value of the average results of National
Examination (UN) in the last three years are likely to decline. The average value of UN
Academic Year 2009/2010: Math: 7.10, Indonesian: 7.40 English: 7.20, Productive:
8.30. The average value of UN Academic Year 2011/2012: Math: 7.00, Indonesian:
7.20, English: 7.10, Productive: 8.10. The average value of UN Academic Year
2011/2012: Math: 7.00, Indonesian: 7.00, English: 7.00, Productive: 8.00.
Based on the description of the background and the above problems, the study
aims to: (1) measure the academic performance of services in SMK Negeri 2
Yogyakarta by using Service Performance (Servperf), (2) analyze the design of six
sigma to improve the academic performance of services. Six sigmaanalysis is expected
for SMK Negeri 2 Yogyakarta to perform remedial efforts in order to improve the
performance of services to students and continuous improvement in the field of
academic services.
2. Literature Review
2.1 Definition of Six Sigma
Thomsett (2005:6) defines Six Sigma as follows:
"Six Sigma is the definition of outcomes as close as possible to perfection, with six
standard deviation, we arrive at 3.4 deffect per million opportunities or 99.9997
percent".
Tunggal (2013) defines Six Sigma as a comprehensive and flexible system for
achieving, members support and maximize business processes, which focuses on
understanding the needs of customers by using facts, data and statistical analysis as well
as continuous attention to the setting, repair and review process effort.
Etymologically six sigma is composed of two words, namely: six which means
the number six and sigma which is a symbol of the standard deviation or can be
interpreted as a measure of unit statistics that describe the ability of a process and the
size of the sigma value is expressed in the DPU (Defect Per Unit) or PPM ( Part Per
Million). It can be said that the process of the higher sigma value (in a process) will

7. 3
have less defect (a good number of defects and the type of defect). Increasing the value
of sigma quality decreases cost and cycle time.
In epistemology, six sigma is a structured methodology to improve a process by
focusing on efforts to minimize the variation that occurs (process variance) while
reducing the defects or the products or services that are out of specification by using
statistical methods and other quality tools intensively (Mangala 2005). The main focus
of Six Sigma as a management system is in three things, namely customer focus,
process management, and data. In six sigma, customer satisfaction is the main focus.
Compared with the previous quality control methods, six sigma has the
advantage of process functions, Six Sigma is not just a quality oriented product /
service, but also on all aspects of business operations with an emphasis on process
functions.
According to Brue (2005) Six Sigma is based on several key concepts, among
others: (a) defects, (b) variation, (c) the quality crisis (CTQ), (c) ability to process
(process capability), and (d) design for Six Sigma (DFSS).
According to Pande, et al, (2000) there are six main components of the concept
of Six Sigma as a business strategy;
1) Customer focused: as discovered together, replacement of not only mean the buyer,
but it could also mean co-workers, the team received the results of labor, government,
public service users.
2) Management is based on data and facts: not based on opinion, or opinions without
foundation.
3) Focus on process management and improvement; Six Sigma depends on ability to
understand the process that is combined with good management to make improvements.
4) Management is proactive: the role of leaders and managers is crucial in driving the
success in making changes.
5) Collaboration without borders: the cooperation between the teams that should be
smooth.
6) Always chasingperfection.
In Six Sigma, there are5 DMAIC phases (Define, Measure, Analyze, Improve,
Control) which is the process of continuous improvement towards the target of six
sigma. DMAIC is done systematically based on knowledge and facts. DMAIC is a

8. 4
closed-loop process that eliminates process steps which are not productive, often
focuses on new measurements and applying technology to improve the quality of the
target toward six sigma.
Research conducted by Jenicke, et al, (2005) findings indicate that the unique
structure of six sigma make an academic institution interested in implementing six
sigma. Three-tiered framework for six sigma can be used by administrators, faculty, and
students as guidance. The study also showed that a significant difference between the
environments in making implementation in many areas within an academic institution
as a challenge.
Research conducted by Achir (2007) examines the implementation of service
management in Indonesian hajj with six sigma strategies, and designing strategies to
approach six sigma DMAIC appraisal strategy. Results of this study found that the
sigma of organizing Hajj Indonesia in 2006 was 1.75 sigma, which means there are
403,508.77 defect parts per million (DPMO), while the required six sigma is 3.4
DPMO. Furthermore from interviews and questionnaires conducted on the Department
of Religious Affairs Hajj organizers, then found the cause of the low numbers are due to
mismanagement of sigma in services to pilgrims.
Research conducted by Riawati (2009) examines the Quality Improvement
Evaluation of Credit Card Processing Services in the Six Sigma Approach: A Case
Study of Bank Mandiri in 2006, the purpose of this study was to determine the
acceleration of the credit card application process and delivery to the cardholder by the
Bank Mandiri. The results: the repair process gained new capabilities in the processing
and delivery of cards with bettersigma level. Thus the new process can be implemented
consistently and provide increased customer satisfaction.
Six sigma research in the field of education in Indonesia is still rarely done,
because most research is conducted on six sigma in business or company. Guided by
several studies that successfully implemented Six Sigma in the business world, this
research attempts to solve problems related to the academic performance of services in
SMK Negeri 2 Yogyakarta.

9. 5
3. Research Methods
This research is a descriptive study, this study population is 2,300 students of
SMK Negeri 2 Yogyakarta school year 2012/2013, whereas samples taken was 350
students. Quantitative data were obtained using servperfinstrument given to 350
students with proportionate stratified random sampling technique. The qualitative data
were obtained through interviews with teachers and administrators respondents of SMK
Negeri 2 Yogyakarta.
Instrument in this study used questionnaires of Service Performance (Servperf)
on student academic services using five dimensions: (1) (tangibles / intangibles (2)
reliability (3) responsiveness (4) assurance (5) empathy. The instrument uses a Likert
scale of 1 to 5.
Validity test was conducted to analyze the accuracy and precision of a
measuring instrument in performing measuring function. According to Sekaran (2003),
validity demonstrated the reliability of precision measuring tools in conducting
measuring function. To analyze the validity of the data, product moment correlation test
was used. An indicator is valid if the value of the significance> 0.30.
While the reliability test is performed to measure the level of stability and
consistency of a measuring instrument. According to Cooper and Schindler (2011) a
measure is assessed reliable if it provides consistent results. Reliability is an important
support for the validity but not a sufficient condition for validity.
Reliability test was performed with test statistic Cronbach Alpha (α). A
construct is said to provide reliable if the Cronbach Alpha value> 0.60 (Wijaya, 2013).
Validity and reliability calculations used SPSS Statistics software version 18 for
windows. Validity and reliability test were conducted on item questionnaire using a
Likert scale questionnaire filled out by the respondents 1-5. On the validity of the test
using the formula Correlation of Carl Pearson Product Moment by looking at the
corrected item total correlation. While reliability test was by looking at the standardized
Cronbach Alpha.
Phase of the study consisted of collecting primary data and secondary data,
which is used to analyze student academic services at SMK Negeri 2 Yogyakarta with
the six sigma method. One key to business success is the six sigma problem solving.

10. 6
The stage model of problem solving DMAIC (Define, Measure, Analyze, Improve,
Control) are as follows: (1) Define (2) Measure (3) Analyze (4) Improve (5) Control.
4. Results and Discussion
4.1 Research Results
Validity and reliability testing were done to measure the performance indicators
of academic services in five dimensions. Based on the results of the correlation
coefficient of performance indicators namely tangible dimension, reliability dimension,
responsivenessdimensions, assurance dimension, empathy dimension suggest that all
indicators are positively correlated and statistically significant, it is evident from the
significant value> 0.30 so as it can be concluded that this study has valid instrument.
While the reliability of the test results showed that the value of Cronbach Alpha
for the performance indicators of academic services at 0,633 for tangible dimension,
0.735 for reliability dimension, 0.854 for dimensions of responsiveness, 0.798 for
assurance dimension, 0.831 for empathy dimension. All dimensions showed Cronbach
Alpha results in all dimensions> 0.6 so that it can also be concluded that the instrument
is a reliable indicator.
Results of this study indicate that students' level of satisfaction on the
performance of academic services at servperf measurements is: 3.72 for tangible
dimension, 3.59 for reliability dimension, 3.53 for dimensions of responsiveness, 3.69
for assurance dimension, 3.38 for empathy dimension. Average rating is 3.58, meaning
that the overall academic performance of services in SMK Negeri 2 Yogyakarta is at
71.64% and still provide opportunities for the emergence of dissatisfaction on the
performance of such services students at 28.36%. The calculation in the phase measure
shows that the average performance of the service is at the level of 2.07 sigma, and
DPMO value of 284 339. By these sigma level, the average performance achieved by
academic services of SMK Negeri 2 Yogyakarta entered the unfavorable category,
because in six sigma companies or organizations that are at 2.07, sigma level is still not
showing the maximum service performance. According to the terminology of six sigma,
companies or organizations that have a sigma level of 2.07 is classified as a company or
organization that is not competitive (Gaspersz, 2002).

11. 7
4.2 Discussion
Measurement results are on measure phase, shows that the dimensions that have
the smallest sigma level is the dimension of empathy (1.95 sigma) and responsiveness
(2.04 sigma). From interviews with teachers and the management of SMK Negeri 2
Yogyakarta then analyzed with the fishbone diagram, so the root cause wasfound of the
problem and proposed solutions to improve the academic performance of services in
terms of: (1) manpower (human resources), in this case is the educator and educational
staff (teachers and employees), (2) machine, in this case the machinery and equipment
as well as the supporting infrastructure of teaching and learning processes and practices,
(3) methods, in this case include the methods and school management, and (4)
materials.
In the improvement phase performed a redesign of the process of student
academic services at SMK Negeri 2 Yogyakarta. Suggestions for improvement that can
be done in order to improve the quality of academic services at SMK Negeri 2
Yogyakarta, namely:
a. Manpower (Human Resources), in this case is Labor and Education (teachers and
staff), suggestions for improvement include:
1) Principal and Chair of Skills Competency recalled the duties and functions (duties) of
teachers and employees in carrying out their duties providing academic services are
the best to all the students, care about the students in helping students deal with
problems, respond to requests / needs of students, be friendly and courteous to
students.
2) Control of teachers and employees of SMK 2 Yogyakarta to always present the right
time in the process of learning and teaching and administrative services. Reward the
good in discipline and reprimand / punishment for those who are less well in
discipline.
3) Increasing the number of academic staff (employees) that are still lacking,
particularly the toll man and administrative personnel.
4) Increasing the number of teachers in particular less productivesubjects, for example,
in the Department of Mechanical Light Vehicle / Automotive, Computer Engineering
Department Network and Multi Media.

12. 8
5) Competency training for teachers, for example: teacher competency skills training,
training computer / IT, pedagogical training, OJT (on the job training of teachers) for
teachers to companies / industries that are relevant to the field of study taught.
6) Competency training for employees, for example: management training workshops,
training school administration systems, training library, computer training / IT, and
others.
7) Staffing should be adjusted to the competence and expertise.
8) Conduct training on information technology to teachers and employees of IT
knowledge that is still lacking in a planned, purposeful and integrated manner.
b. Machine, in this case is the machinery and equipment as well as the supporting
infrastructure of teaching and learning processes and practices, suggestions for
improvement include:
1) The addition of machinery and equipment practices are still lacking, such as the
Building Engineering Department, Engineering Machinery.
2) Engine repair and new instruments are not working / damaged in a planned and
regular.
3) Increasing the number of laboratory space, especially physics laboratory, chemistry.
The addition of the surgery / lab for engineering machinery currently is still riding
practice in BLPT (Technical Education and Training Center) in Yogyakarta.
4) Improve the cleanliness, comfort, layout and tidiness classrooms and laboratories for
teaching and learning processes and practices by imposing a duty to clean and
organize classrooms and practice space.
c. Methods, in this case including the methods and school management, suggestions for
improvement include:
1) The selection and implementation of appropriate teaching methods teachers adjusted
to the students and the material being taught.
2) A briefing for the teacher to be a higher priority than the task of teaching other
additional duties.
3) Understanding and increasing teacher attention to students
4) Distribute the workload evenly to teachers and employees so that no work is
overload.

13. 9
5) Form the culture and mentality of the good teachers and employees by providing
training or team building outbound training.
d. Materials, suggestions for improvement include:
1) Add and complement textbooks that are still lacking.
2) Provide materials in accordance with the required practices.
5. Conclusion and Recommendations
Based on the analysis and discussion of the performance of academic services at
SMK Negeri 2 Yogyakarta by using the six sigma method, the following conclusions
can be drawn:
a. Student academic performance value services in SMK Negeri 2 Yogyakarta based on
measurement results obtained with the servperfinstrument: 3.72 for tangible
dimension, 3.59 for reliability dimension, 3.53 for dimensions of responsiveness,
3.69 for assurance dimension, 3.38 for empathy dimension. Servperf average value
was 3.58, meaning that the overall academic performance of services in SMK Negeri
2 Yogyakarta is at 71.64% and still provide student opportunities grievances arising
on the performance of such services amounted to 28.36%. The calculation in the
phase measure shows that the average performance of services at the level of 2.07
sigma, and DPMO value of 284 339. By these sigma level, the average performance
achieved by academic services in SMK Negeri 2 Yogyakarta entered the unfavorable
category, because in six sigma, companies or organizations that are at 2.07 sigma
level is still not showing the maximum service performance.
b. Measurement results on measure phase, shows that the dimensions that have the
smallest sigma level is the dimension of empathy (1.95 sigma) and responsiveness
(2.04 sigma). From interviews with teachers and the management of SMK Negeri 2
Yogyakarta, later elaborated by fishbone diagram, so the root cause of the problem
and proposed solutions to improve the academic performance of services are as
follows:
1) Manpower (Human Resources), in this case is Labor and Education (teachers and
staff).
2) Machine, in this case the machinery and equipment as well as the supporting
infrastructure of teaching and learning processes and practices.

14. 10
3) Methods, in this case include the methods and school management.
4) Materials.
The suggestions can be given after this research is as follows:
a. Performance of academic services at the dimensions that have a level of empathy that
is the smallest sigma (sigma 1.95) and responsiveness (2.04 sigma) is a top priority
that must be addressed by the management, teachers, employees of SMK Negeri 2
Yogyakarta.
b. Results of the analysis with the six sigma method and proposed solutions solving
students' academic performance of the service can be used as a reference and
consideration to make policy and strategy by the management of SMK Negeri 2
Yogyakarta in improving the quality of student academic services. Application of six
sigma concepts can be integrated into the Quality Management System which has
been applied in SMK Negeri 2 Yogyakarta, namely ISO 9001:2008, continual
improvement particularly in clause 8.5.1.
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