Business Process Improvement of Hospital Administration and Design of Standard Operating Procedures by Using the DMAIC Method

A business process is a sequence of interrelated activities to produce a product or service. At the same time, business process management has the goal of improving business processes without having to use new technology that is useful for providing better results for customers, following the vision and mission of the SMEC Eye Hospital, which is to become the leading eye health service centre in Indonesia and provide needs-oriented services and patient satisfaction. Furthermore, with the Covid-19 pandemic, hospitals need to improve their administrative processes to comply with existing guidelines and better protect health workers and patients. In order to improve business processes, the DMAIC approach from Six Sigma is considered a systematic, measurable method, and the purpose of this research, namely, to provide suggestions for improvement of business processes at SMEC Eye Hospital through the DMAIC method and the results of these improvements will be documented into standard operating procedures. This research is qualitative research with a case study approach, where the author will obtain data and conduct an in-depth analysis using interviews with the Quality Control and Patient Safety side and observations at the SMEC Eye Hospital. There were ten problems identified through the business process mapping of general patients and BPJS, which was carried out at the Define stage. Then, at the Measure stage, the author conducts a risk analysis using FMEA, resulting in 3 problems with the highest risk value. Then at the Analyze stage, the root cause of the problem was identified, which was then used as a reference for the author to make six improvement proposals at the Improve stage, and three proposed improvements were selected as priorities. Finally, at the Control stage, the authors develop standard operating procedures based on the proposed improvements useful for monitoring service performance at the SMEC Eye Hospital.