PT EDPMEDIA: GO SIX SIGMA?

On August 2007, Mr. Eddie Cendana, the CEO, was very irritated when he received another complaint from one of the most important clients of PT Edpmedia Multimitra Primanusa. There were increasing complaints and dissatisfaction from customers over the last few months, so he decided to initiate the Six Sigma program to improve the quality for the company.

The Six Sigma project at PT EDPMEDIA started in January 2008 using the DMAIC 5 stages approach, namely Define, Measure, Analyze, Improve and Control. In the first stage, PT EDPMEDIA had set the CTQ (Critical to Quality) and CTP (Critical to Process) targets, which were based on results of the extensive customer and employee surveys. They had discovered that the CTQ and CTP issues were employees’ workload, productivity and training. The surveys proved that the three factors contribute the most significant percentage towards customer satisfaction and royalty. In the second stage, a number of measurement and capability tests were conducted. The results showed that the company must start immediate improvements to employee productivity. The analyzing stage indicates that the employee productivity figure was affected by:

1. 45% – workload factor;
2. 32.5% – lack of training;
3. 30% – job satisfaction.

When the project neared the end of its implementation stage in early 2009, the company employee productivity had increased to 3.69 from the initial target of 3.5. Another related indicator such as Hour Service Rate had also increased close to 75% from the target of 70%. So the CEO claimed that the Six Sigma project initiative was successful though more improvements and optimal benefits were anticipated further in the future.