Implementation of Lean Six Sigma in Improving Competitive Advantage through Patient Satisfaction and Nurse Resources to Face the Covid-19 Pandemic at USU Medan Hospital

Abstract

BACKGROUND: Human resources (HR) are very important in a field, as well as hospitals which are service providers. Once the importance of HR to a development process, so it can be concluded that HR are the core of the development of an agency. The right strategy is needed to find what should be the priority of improvement so that the quality of service can be provided optimally. AIM: One way that can be used is the application of lean six sigma. The application of the Lean six sigma concept can be done in the service and manufacturing industries. One of the service industries that is interesting to apply the Lean six sigma concept is health services through hospitals. METHODS: This concept uses five stages, namely, define (problem identification), measure (measurement of quality performance), analyze (analyze the causes of defects), improvement (make improvement efforts to improve quality), and control or control. The method used in this research is action research with univariate and bivariate analysis. RESULTS: The results of the application of the lean six sigma concept indicate that there are problems in nursing services where nurse services should be a competitive value or competitive advantage from Universitas Sumatera Utara (USU) Hospital in accordance with the hospital’s motto. After the analysis, it was found that there was an influence between rewards on the performance of nurses. CONCLUSION: There needs to be more attention from the hospital on the rewards given to nurses. Because of the nurse is satisfied with the reward given, the performance will be better. and there is no effect of training on the performance of nurses at USU Hospital. This improvement will certainly increase the competitive value or competitive advantage of USU Hospital.