DARMAWAN, AGUS (2020) ANALISIS LEAD TIME SERVICE MENGGUNAKAN METODE LEAN SERVICE DENGAN MENGGUNAKAN PENDEKATAN VALUE STREAM MAPPING DI PT. ASTRIDO JAYA MOBILINDO. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Competition in the automotive industry in the service sector makes PT Astrido Jaya Mobilindo as one of Toyota's main deler programs to provide convenience for customers by providing an express service maintenance program for customers with one hour of time and good quality that customers can feel. Problems occur in the process flow waiting for customers from the beginning of entering the workshop until waiting to be received by the service advisor and the service process becomes a problem that must be corrected. The concept used to solve these problems is the lean service method and using the value stream mapping approach. In the research that has been done, the cycle time of the current value stream mapping is 3763.2 seconds and after the improvement is done, the cycle time in the future value stream mapping drops to 3376.2 seconds and the percentage of process efficiency before repair is 79.80% and after improvement increased to 88.95%. Keyword : Lean service, 5 why, fishbone diagram, value stream mapping Persaingan dalam industri otomotif dalam bidang jasa membuat PT Astrido Jaya Mobilindo sebagai salah satu main dealer Toyota memberikan program kemudahan untuk pelanggan yaitu dengan memberikan program service express maintenance untuk pelanggan dengan waktu satu jam dan kualitas yang baik yang dapat dirasakan pelanggan. Permasalahan terjadi pada aliran proses menunggu pelanggan dari awal masuk bengkel sampai menunggu di terima oleh service advisor dan proses service menjadi permasalahan yang harus diperbaiki. Konsep yang digunakan untuk menyelesaikan permasalahan tersebut adalah metode lean service dan dengan menggunakan pendekatan value stream mapping. Pada penelitian yang sudah dilakukan didapatkan waktu siklus current value stream mapping sebesar 3763,2 detik dan setelah dilakukannya perbaikan didapat waktu siklus pada future value stream mapping turun menjadi sebesar 3376,2 detik dan didapat persentase proses efficiency sebelum perbaikan sebesar 79,80 % dan setelah perbaikan meningkat menjadi 88,95 %. Kata kunci : Lean service, 5 why, fishbone diagram, value stream mapping
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