Lean Services Untuk Perbaikan Pelayanan Administrasi Akademik di Universitas
DOI:
https://doi.org/10.24014/jti.v6i1.5246Abstract
Hasil voice of customer pada salah satu universitas terdapat enam jenis waste pada pelayanan pengurusan surat mahasiswa yaitu duplication, delay, lost opportunity to retain or win customers, unclear communication, Movement dan Error in the service transaction . Pemborosan ini menyebabkan banyaknya keluhan mahasiswa terhadap proses pelayanan, sehingga tingkat Process Cycle Efficiency saat ini sebesar 0.16%. Penelitian ini bertujuan untuk mengurangi pemborosan dengan menggunakan pendekatan lean services. Pendekatan lean services dengan menggunakan value stream mapping dapat mengidentifikasi nonvalue added activities dan wastes yang paling berpengaruh pada proses pelayanan. Keterkaitan antara satu waste dengan waste yang lain diidentifikasi dengan Waste Relationship Matrix (WRM). Hasil penelitian ini dapat mereduksi waste adalah sebesar 1.24%.
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