Six Sigma Based Performance Measurement of Tax Return Processing Improvement (Case Study: Directorate General of Taxes for Republic of Indonesia)

Abstract

Directorate General of Taxes for Republic of Indonesia has an internal unit named data processing centre (DPC) that has main duty to process paper tax return delivered from tax office. DPC practically implemented new tax return processing system to replace the old system, however the performance of the new system was not on a par with the old one, at the beginning. Then, DPC made several improvements to increase new system's performance. This study aims to measure the improvements made by DPC by using Six Sigma approach. The approach is functioned to assess data processing performance through DMAIC concept: i.e. define, measure, analyse, improve, and control. With the DMAIC concept, improvement exposes better result, the average value of six sigma significantly escalated by 0.97 to 2.56.