Implementation of Lean Service on the process of training services at PT. TUV Rheinland Indonesia, Academy and Life Care Division

Rosalendro Eddy Nugroho, Mukhsin Safiq

Lean service is a systematic approach to identifying and eliminating waste to create an effective and efficient internal service system and improve service to the customer. The Purpose of this paper 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 within the business unit. The results of the current state mapping, it shows that the existing business process has a lead-time 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.

https://doi.org/10.31871/IJNTR.5.2.8