APLIKASI SIX SIGMA SEBAGAI STRATEGI PENINGKATAN KEPUASAN PELANGGAN PENDIDIKAN

Abstract

Improving the quality of educational services is a crucial factor in
building customer trust and satisfaction, particularly amidst
increasingly fierce competition among educational institutions. One
strategy proven effective in improving service quality is the
implementation of Six Sigma, a data-driven quality management
approach that focuses on controlling variation and reducing process
errors. This study aims to analyze the implementation of Six Sigma as
a strategy for improving educational customer satisfaction through a
literature review of various previous studies. The current Critical
Analysis approach addresses the relationship between Six Sigma,
quality management, and customer satisfaction in the education
sector. The study results indicate that Six Sigma implementation can
improve institutional operational efficiency, improve academic
administration systems, and increase the level of satisfaction of
students and the public using educational services. Furthermore, the
success of Six Sigma implementation is influenced by organizational
commitment, human resource competency, and integration with
internal quality assurance systems. Therefore, it can be concluded that
Six Sigma is a relevant and effective strategy in creating a culture of
quality and increasing educational customer satisfaction sustainably.