Improving the Quality of Indihome Products with the Dmaic Six Sigma Method to Increase Telkom's Profits Accessing Tangerang Witel

Competition in the telecommunications service industry requires companies to constantly improve service quality in order to retain customers and profitability. This research aims to improve the quality of IndiHome services and company profits through the Six Sigma approach with the DMAIC (Define, Measure, Analyze, Improve, Control) stages at Telkom Akses Witel Tangerang. This research uses a case study method with a descriptive qualitative approach. Data were obtained through interviews, observations, and internal company documentation. The results showed that the main problem in reducing service quality and profit was caused by the high level of service interruptions and the slow process of handling interruptions. Through the DMAIC stage, the root causes of disruptions were identified, including inconsistent procedures between STOs, lack of technician training, and not optimal use of work tools. The proposed solutions included standardizing SOPs, improving technician competencies, and implementing a performance and disruption monitoring dashboard. This approach is proven to reduce potential losses due to disruptions and increase the effectiveness of handling, which directly impacts on increasing profits (IOAN). This research also recommends the use of 4 Disciplines of Execution (4DX) as a sustainability control tool so that improvement strategies can be consistently executed.