SAFIQ, MUKHSIN (2019) PENERAPAN LEAN SERVICE PADA PROSES PENYELENGGARAAN JASA PELATIHAN DI PT. TUV RHEINLAND INDONESIA DIVISI ACADEMY AND LIFE CARE. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Lean service is a systematic approach to identifying and eliminating waste to create an effective and efficient internal service system and improve service to customer. The Purpose of this study is to determine non-value added activity that inhibits business processes and determines improvements in the process of organizing training at PT. TUV Rheinland Indonesia Business stream Academy and Life Care. The research uses the Value Stream Mapping method with a lean service approach in seeking to reduce / eliminate waste by observing, interviewing and brainstorming with the team in the business unit. The results of the current state mapping, it shows that the existing business process has a leadtime of 104 days from the start of the order until the certificate is sent to the customer. The results of the implementation of the lean service described in the future state mapping occur an improvement that is a reduction in lead-time to 51 days or a decrease of 51% from before the implementation of lean service. Key word: Value Stream Mapping, Lean Service, Waste, Current State, Future State, Improvement, Training, lead time Lean service merupakan pendekatan yang sistemetis untuk mengidentifikasi dan menghilangkan waste (pemborosan) sehingga membuat suatu sistem service internal yang efektif dan efisien untuk meningkatkan pelayanan terhadap pelanggan secara cepat dan efektif. Penelitian ini bertujuan untuk mengetahui aktivitas yang tidak bernilai tambah (non value added activity) yang menghambat proses bisnis dan menentukan perbaikan pada proses penyelenggaraan pelatihan di PT. TUV Rheinland Indonesia Business stream Academy and Life Care. Penelitian menggunakan metode Value Stream Mapping dengan pendekatan lean service dalam mengupayakan pengurangan/ menghilangkan waste dengan cara observasi, wawancara dan brainstorming dengan tim di business unit tersebut. Dari hasil pemetaan currunt state mapping menunjukkan proses bisnis yang ada memiliki lead time yaitu 104 hari dari mulai order dibuat sampai dengan sertifikat di kirim ke pelanggan. Hasil penerapan lean service yang digambarkan dalam future state mapping terjadi peningkatan yaitu berkurangnya lead time menjadi 51 hari atau berkurang 51% dari sebelum penerapan lean service. Kata Kunci: Value Stream Mapping, Lean Service, Pemborosan, Current State, Future State, Peningkatan, Pelatihan, lead time
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