Improving the Quality of Fixed Broadband Service at PT X Tangerang, we use the DMAIC Method and the 4DX Framework

Abstract

Digital transformation plays a pivotal role in enhancing performance and efficiency in the service sector, especially within the telecommunications industry. Despite technological advancements, service providers such as PT X Tangerang continue to face recurring service disruptions, which negatively impact customer satisfaction and financial outcomes. This study aims to improve the service quality of Fixed Broadband in the Tangerang area by implementing an integrated improvement initiative that combines the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology with the 4 Disciplines of Execution (4DX). A mixed-method case study was conducted, utilizing both quantitative and qualitative approaches through service disruption records, technician Key Performance Indicators (KPIs), and financial data from January 2024 to February 2025. Tools such as Pareto charts, Ishikawa diagrams, Cost of Poor Quality (COPQ) analysis, and paired t-tests were applied, alongside qualitative evaluations of Standard Operating Procedures (SOPs) and field reports. Root cause analysis identified key issues in ONT–CPE and ODP–ONT connections, stemming from equipment failure, human error, and inconsistent SOP adherence. Improvements including technician retraining, SOP standardization, and the introduction of a performance dashboard led to a drop in service disruption rates from over 5% to below 2.5%, technician KPIs exceeding 90%, and financial performance shifting from a loss of Rp 558 million to a peak profit of Rp 279 million. These improvements were statistically significant (p < 0.05). The study concludes that integrating DMAIC with 4DX effectively enhances service reliability and operational performance, offering a replicable framework for digital infrastructure optimization in the telecommunications sector.