Improvement of customer response time using Lean Office
by Vanessa Fitri Sabur; Togar M. Simatupang
International Journal of Services and Operations Management (IJSOM), Vol. 20, No. 1, 2015

Abstract: This research is aimed to see the application of Lean Office in achieving the targeted customer response time which has been a part of customer satisfaction. Previous research about lean and value stream mapping was very little in the application to the office floor. For that reason, a case study in a vaccine company was conducted to see the application of Lean principles in the company's office floor in handling the administration of customer order acceptance. Value stream mapping was used to identify the wastes in the current state and to design the future state to achieve the company's target by eliminating the occurring wastes. The future state is designed to have the optimal time of 37 hours 22.2 minutes. It will be done by changing the company's business process orientation and by installing an integrated system for information and data sharing in the company.

Online publication date: Fri, 17-Apr-2015

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