Track: Undergraduate Student Paper Competition

Abstract

This company is experiencing a problem, where it is necessary to improve and adjust the service flow which causes customer complaints. The purpose of this study is to analyze the waste that occurs and optimize services by providing recommendations for improvement. This study used the concept of Lean Service which is supported by Analytical Network Process (ANP) methods and Value Stream Mapping (VSM). The results of this study are the identification of 5 waste criteria and 15 waste sub-criteria with a policy of prohibiting goods transporting vehicles for entering the office area as the dominant waste. Based on the identification of root causes, 13 root causes of dominant waste were obtained and 5 of them were chosen as priority root causes, including the absence of a systematic regulatory system related to customer procedures to enter the office, the limited number of workers, security guards only on the inside of the building, land use is not optimal, and lack of supervision. Then the 5 priority root causes are given suggestions for improvement by implementing a new system that contributes to quality optimization in reducing non-value added activities and optimizing payment duration.