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PT Trans Marga Jateng (TMJ) adalah sebuah perusahaan yang bergerak pada bidang jasa, yaitu mengelola jalan tol Semarang-Bawen. Berdasarkan survey pendahuluan yang dilakukan oleh PT TMJ menunjukkan bahwa kualitas pelayanan PT TMJ masih dianggap kurang memuaskan, sehingga perlu dilakukan penelitian mengenai peningkatan kualitas pelayanan. Kualitas pelayanan dapat diukur dari dua perspektif, yaitu perspektif internal dan perspektif eksternal. Perspektif eksternal dapat diukur dengan metode Importance Performance Gap Analysis (IPGA), sedangkan perspektif internal dapat diukur dengan metode  Lean dan Six Sigma. Sehingga, penelitian ini menggunakan integrasi metode IPGA,  Lean, dan Six Sigma dalam upaya meningkatkan kualitas pelayanan PT TMJ. Berdasarkan hasil penelitian, atribut kualitas pelayanan yang dianggap paling berpengaruh adalah penerangan jalan, kemulusan permukaan jalan, keselamatan mengemudi, dan penanganan kecelakaan. Usulan perbaikan yang diberikan untuk masing-masing atribut adalah penambahan lampu penerangan di titik-titik rawan kecelakaan, pemberian lapisan aspal pada bagian-bagian jalan yang bergelombang, memberikan perhatian khusus terhadap pelaksanaan indikator-indikator keselamatan mengemudi, dan perbaikan value stream pada penanganan kecelakaan. Value stream mapping hasil perbaikan menghasilkan waktu total lead time sebesar 150 menit dan persentase aktivitas value added sebesar 72,6%. Abstract PT Trans Marga Jateng (TMJ) is a company engaged in service sector, which is managing Semarang-Bawen toll road. The result of preliminary survey conducted by PT TMJ showed that service quality of PT TMJ is still unsatisfactory, so it is necessary to do research on improving service quality. Service quality can be measured from two perspectives, i.e., internal perspective and external perspective. The external perspective can be measured with Importance Performance Gap Analysis (IPGA) method, while the internal perspective can be measured with Lean and Six Sigma method. Thus, this study will use the integration method of IPGA, lean, and six sigma in effort to improve service quality of PT TMJ. Based on the research result, service quality attributes considered the most influential is road lighting, road surface smoothness, driving safety, and accident handling. Suggested improvements for each attribute are road lighting installation at vulnerable points of accidents,asphalt layer installation on bumpy roads, paying particular attention to the implementation of safety driving indicator, and improving value stream of accident handling. Based on future state value stream mapping, total lead time is 150 minutes and value added activity percentage is 72,6%.

UPAYA PENINGKATAN KUALITAS PELAYANAN JALAN TOL SEMARANG-BAWEN DENGAN INTEGRASI METODE IMPORTANCE PERFORMANCE GAP ANALYSIS, LEAN, DAN SIX SIGMA