Lean thinking concept application for improving quality service of public services

Document Type : Research Paper


Industrial Engineering Department, Mercu Buana University, Jakarta, Indonesia


Depictions of the service process, usually done through the service cycle assessment. This cycle includes a process of mapping that service since it was first customer related with service providers until the completion of transaction processing. Even after the transaction is resolved there is still a service that can be categorized as after sales service. Healthcare, is among the companies engaged in public pelayananan sector, particularly in public health services. To fulfill the needs of the customer / patient, hence company is always working in order the health services provided in accordance with customer expectations.Measuring the level of patient satisfaction can be done by using several indicators such as patient satisfaction on health services access, quality health services, process health services and health service system. It could be argued that the measurement of quality of health services, and all the results or consequences of health services contained in the output has the potential to be a problem of quality in health service. The method used is by apply the concept of lean thinking, to reduce the 7 (seven) waste that considered very harmful. The achievement of the improvement process in the handling of services, is expected to accelerate and reduce waste in the process of health service. Another technique used to identify and help search for potential problems is the use of FMEA (Failure Mode and Effect Analysis).


Main Subjects

Andersen, B., & Fagerhaug, T. (2006). “Root Cause Analysis: Simplified Tools Techniques”. American Society for Quality. Milwaukee : Quality Press.
Brackett, T., Comer, L., & Whichello, R. (2013). Do lean practices lead to more time at the bedside? Journal for Healthcare Quality, 35 (2), 7-14. http://dx.doi.org/10.1111/j.1945-1474.2011.00169.x. PMid:22093157.
Carey, B., Eva, Z. (2006). Lean Six Sigma Getting Result by Improving Quality and Speed.
Cavanagh R.R., Peter S.P., Robert P.N. (2002). The Six Sigma Way, Penerbit Andi, Jogjakarta
Evans, J. R., & Lindsay, W. M. (2007). Pengantar Six Sigma; An Introduction to Six Sigma and Process Improvement. Jakarta: Penerbit Salemba Empat.
Gaspersz, V. (2007).“Lean Six Sigma for Manufacturing and Service Industries”. Jakarta : PT Gramedia Pustaka Utama
Gasperz,          V. (2006).  Lean  Six-Sigma  for Manufacturing  and  Service.  Jakarta  :  PT Gramedia Pustaka Utama, Jakarta.
George, M. L. (2002). Lean Six Sigma: Combining Six Sigma Quality With Lean Speed, New York : McGraw-Hill.
Hines, P., & Taylor, D., (2000). “Going Lean”. Proceeding of Lean Enterprise Research Centre Cardiff Business School, UK.
Högfelt, D., Sjögren, T., Weimarsson, H. (2011). Lean Healthcare: Jakten på nya nyckeltal i den svenska sjukvården.
Kaplan, G. S., Patterson, S. H., Ching, J. M., & Blackmore, C. C. (2014). Why Lean doesn’t work for everyone. BMJ Quality & Safety , 23 (12), 970-973. http://dx.doi.org/10.1136/bmjqs-2014-003248. PMid:25056985.
Martíne, P.J. & Moyano, J. (2014). “Lean management, supply chain management and sustainability: a literature review”, Journal of Cleaner Production, Vol. 85, pp. 134-150
Pohan, S., & Imbalo. (2006). Jaminan Mutu Layanan Kesehatan. Jakarta : Penerbit Buku Kedokteran EGC, Jakarta.
Proudlove, N., Moxham, C., & Boaden, R. (2008). Lessons for lean in healthcare from using six sigma in the NHS. Public Money & Management, 28 (1), 27-34. http://dx.doi.org/10.1111/j.1467-9302.2008.00615.x.
Radnor, Z. J., Holweg, M., & Waring, J. (2012). Lean in healthcare: The unfilled promise? Social Science & Medicine, 74 (3), 364-371. http://dx.doi.org/10.1016/j.socscimed.2011.02.011. PMid: 21414703.
Shingo, S., & Dillon, A.P. (1989). Study of Toyota Production System From The Industrial Engineering Viewpoint, Productivity Press, New York, NY.
Supriyanto, H. (2007). Prosiding Seminar Nasional ”Evaluasi dan Perbaikan Proses Produksi dengan Pendekatan Lean Six Sigma” , Surabaya
Vamsi, N., & Kodali, R. (2014), “A literature review of empirical research methodology in Lean manufacturing”, International Journal of Operations and Production Management, Vol. 34 No. 8, pp. 1080-1122.