REDUCING INSTALLATION FAILURE THROUGH RCA: A CASE OF INDIHOME IN SEMARANG AND PEKALONGAN DISTRICTS

Abstract

In the evolving digital economy, broadband installation performance plays a critical role in ensuring customer satisfaction and sustaining competitiveness in the telecommunications industry. This study analyzes the operational challenges affecting the new installation process of IndiHome—Telkom Indonesia’s triple-play service (internet, IPTV, and telephony)—in the Semarang and Pekalongan Districts, which consistently reported the lowest service activation rates (Put in Service/PIS) from October to December 2024, averaging only 74.92%, below the corporate target of 85%. Utilizing the Root Cause Analysis (RCA) method and supported by fishbone diagram analysis, this research identifies "salah tagging" (inaccurate customer location input) as the most dominant disruption, with 798 recorded cases. Data were collected through internal performance reports, system logs, and semi-structured interviews with fulfillment and provisioning officers. The root causes of location tagging errors were categorized into six major areas: human, method, material, machine, environment, and measurement. Contributing factors include poor SOP adherence, incomplete customer data, GPS drift, and a lack of re-verification processes. Improvement recommendations were structured using the 5W+1H approach, suggesting solutions such as standardized tagging procedures, auto-validation systems, checklist-based verification, enhanced coordination between sales and technicians, and real-time monitoring dashboards. This study provides practical recommendations to enhance the reliability and efficiency of broadband service installations. The findings contribute to improving service quality, minimizing customer dissatisfaction, and ensuring higher operational excellence for PT Telkom Infrastruktur Indonesia, particularly in the post-pandemic digital acceleration landscape.