Integrasi Lean Six Sigma dan Design Thinking untuk Perbaikan Proses Pemenuhan Pesanan E-Commerce Produk FMCG
DOI:
https://doi.org/10.58344/locus.v5i8.6290Keywords:
Design Thinking, DMAIC, FMCG, Lean Six Sigma, Order FulfillmentAbstract
Lonjakan transaksi e-commerce FMCG di Indonesia mendorong perusahaan untuk mengelola sendiri pusat pemenuhan pesanan, namun operasi baru sering menghadapi inefisiensi dan kesalahan akibat proses yang belum terstandar serta tingginya perputaran tenaga kerja harian. Penelitian bertujuan menganalisis kinerja proses, mengidentifikasi akar penyebab inefisiensi dan kesalahan, merancang perbaikan, dan mengevaluasi dampaknya, melalui integrasi Lean Six Sigma (LSS) dan Design Thinking (DT) dalam siklus DMAIC yang disisipi Empathize, Ideate, Prototype, dan Test (desain studi kasus, metode campuran). Kinerja diukur dengan Process Activity Mapping, DPMO, dan level sigma; solusi diprioritaskan lewat kriteria desirability, viability, dan feasibility yang diagregasi dengan Simple Additive Weighting. Kondisi awal menunjukkan akurasi tinggi (DPMO 79 setara 5,3 sigma) tetapi efisiensi rendah (aktivitas bernilai tambah 19–20%), dengan akar penyebab sistemik pada sistem WMS-OMS yang memicu praktik kerja tidak terstandar. Setelah sembilan intervensi, uji coba satu bulan menaikkan aktivitas bernilai tambah menjadi 36,5% dan menurunkan kebutuhan tenaga kerja dari 16,53 ke 11,89 FTE (28%), menghemat sekitar Rp128 per pesanan dengan payback 76 hari. Temuan menegaskan keandalan proses padat karya lebih tepat dibangun melalui rancangan tahan-kesalahan daripada disiplin individu, dengan LSS sebagai diagnosis kuantitatif dan DT sebagai perancang solusi.
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