Implementation of Lean Service Approaches to Improve Customer Satisfaction and Sustainability of Health Equipment Procurement Process at Hospitals

Abstract

Purpose: This study aims to identify the waste that occurs in the process of procuring medical equipment and provide suggestions for improvements to reduce waste in achieving customer satisfaction. Methodology/Approach: This study uses a lean service approach with the value stream mapping (VSM) method which is in the refinement stage combined with the Kaizen method. Findings: This research found waste that occurs in the process of procuring medical devices called creating a project and admin invoicing. Increased customer satisfaction with evidence of a decrease in the number of complaints by 44.5%. Meanwhile, the lead time for the procurement of medical devices decreased by 34.2%. Research Limitation/implication: This research has several problem formulations that occur in the manufacturing industry in the process of procuring medical equipment. This research will identify the types of waste that occur in the process of procuring medical devices and find solutions to reduce waste in achieving customer satisfaction so that there will be continuity in the procurement of medical devices. Originality/Value of paper: Shorten the time to procure medical devices by using a lean service approach combined with the FGD method with experts in the logistics and health fields. Besides that, it also uses several Kaizen methods such as Fishbone, FMEA, and 5W+1H, and its control uses SOP. Category: A case study