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- Title
Implementation of Lean Service Approaches to Improve Customer Satisfaction and Sustainability of Health Equipment Procurement Process at Hospitals.
- Authors
Kurnia, Hibarkah; Suhendra; Manurung, Hasiholan; Juliantoro, Krisna Budi
- 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 procuring medical devices called creating a project and admin invoicing. It has 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 been beneficial for procuring medical devices, which can reduce the processing time for procuring medical devices and improve health services by hospitals when serving patients. Originality/Value of paper: This research was conducted on the process of procurement of equipment in the health service industry by shortening the processing time for the procurement of medical devices in the create projects and admin invoicing sections using the application of lean service through the VSM method combined with the Kaizen and Focus Group Discussion (FGD) methods of logistics experts and health experts.
- Subjects
CUSTOMER satisfaction; VALUE stream mapping; FOCUS groups; MEDICAL equipment; LEAD time (Supply chain management); SUSTAINABILITY
- Publication
Quality Innovation Prosperity / Kvalita Inovácia Prosperita, 2023, Vol 27, Issue 3, p1
- ISSN
1335-1745
- Publication type
Article
- DOI
10.12776/QIP.V27I3.1875