Meningkatkan Efisiensi Layanan di Agensi Kreatif XYZ Menggunakan Metode Lean Six Sigma dan Servqual

This study aims to improve operational efficiency and service quality at Agensi Kreatif XYZ, a company in the creative industry sector providing social media management services. To address challenges such as service delivery delays and insufficient service assurance, the Lean Six Sigma and SERVQUAL methods were applied to analyze and resolve issues. SERVQUAL analysis results identified positive gaps in the assurance dimension (0.0615) and reliability dimension (0.0154), reflecting the need to enhance information clarity, client trust, and service timeliness. Value Stream Mapping (VSM) identified that delays mainly occurred during the content approval stage, while Fishbone Diagram analysis revealed root causes, including poor team coordination, ineffective communication, and underutilized technology. Solutions implemented included a digital project management platform to improve process transparency and efficiency, regular employee training to enhance competency, and the development of a client feedback system. The DMAIC approach used in Lean Six Sigma proved effective in designing data driven solutions to improve operational efficiency and service quality. The implementation of these solutions is expected to reduce delays, enhance client satisfaction, and strengthen XYZ’s competitiveness in the creative industry.