IMPLEMENTATION OF LEAN SERVICE FOR IMPROVING SERVICE QUALITY IN THE VILLAGE GOVERNMENT OF SUKAMAJU KIBIN, SERANG REGENCY
Keywords:
Lean Service, Service Quality, Village Government, Value Stream Mapping.Abstract
Public services at the village government level often face challenges stemming from inefficient bureaucracy, such as long wait times and the accumulation of paperwork. This study aims to identify forms of waste within the administrative service workflow at the Sukamaju Village Government (Kibin District, Serang Regency) and to formulate improvement recommendations based on the Lean Service approach to enhance the quality of public services. A descriptive qualitative method was employed, with data collected through observation, in-depth interviews, and document analysis. Data analysis utilized Value Stream Mapping (VSM) to map both the current state (Current State Map) and the proposed future state (Future State Map), alongside Process Activity Mapping (PAM) to categorize service-related activities. The findings reveal that the most significant forms of waste are waiting time, overprocessing (redundant processes), and unnecessary physical motion. Implementing the proposed improvements—specifically by eliminating non-value-adding activities and standardizing procedures through a one-stop service system reduced the number of process steps by 50% (from 18 to 9 steps) and decreased the total service cycle time by 63.6% (from 55 minutes to 20 minutes). This study concludes that the consistent application of Lean Service principles can foster a leaner, faster, and more responsive village administrative governance system, capable of meeting community needs without requiring costly infrastructure investments.
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