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
References
Aprianto, T. et al., 2022. Waste Analysis in the Speaker Box Assy Process to Reduce Lead Time in the Electronic Musical Instrument Industry, Quality Innovation Prosperity, [e-journal] 26(3), pp. 53–65. DOI:10.12776/qip.v26i3.1744.
Azarine, S. and Yolanda, M., 2022. Effect of E-Service Quality and E-Trust on Customer E-Repurchase Intention and Customer E-Satisfaction as Intervening Variable (Case Study: Shopee Users) Shalsabilla, Journal of Small and Medium Enterprises, [e-journal] 1(1), pp. 16–27. DOI:10.24036/jkmb.2022.0101.
Beatrix, M.E. and Triana, N.E., 2019. Improvement Bonding Quality of Shoe Using Quality Control Circle, Sinergi, [e-journal] 23(2), p. 123. DOI:10.22441/sinergi.2019.2.005.
Delina, R. et al., 2020. The role of supplier quality in e-procurement negotiation, Quality Innovation Prosperity, [e-journal] 24(1), pp. 29–39. DOI:10.12776/QIP.V24I1.1388.
Dias Irawati Sukma et al., 2022. Quality Function Deployment in Healthcare: Systematic Literature Review, Jurnal Sistem Teknik Industri, [e-journal] 24(1), pp. 15–27. DOI:10.32734/jsti.v24i1.7297.
Faddis, A., 2018. The Digital Transformation of Healthcare Technology Management, Biomedical Instrumentation & Technology, [e-journal] 52(s2), pp. 34–38. DOI:10.2345/0899-8205-52.S2.34.
Gurumurthy, A., Nair, V.K. and Vinodh, S., 2020. Application of a hybrid selective inventory control technique in a hospital: a precursor for inventory reduction through lean thinking, TQM Journal, [e-journal] 33(3), pp. 568–595. DOI:10.1108/TQM-06-2020-0123.
Hernadewita, H., Setiawan, I. and Hendra, H., 2022. Enhance quality improvement through lean six sigma in division Side Board Clavinova pianos, International Journal of Production Management and Engineering, [e-journal] 10(2), pp. 173–181. doi:10.4995/ijpme.2022.16140.
Hilmola, O.P. and Tolli, A., 2018. Evaluation of Chinese E-commerce cost and lead time performance to Estonia, Quality Innovation Prosperity, [e-journal] 22(1), pp. 14–26. DOI:10.12776/QIP.V22I1.1035.
Horvath, M. and Michalkova, A., 2012. Monitoring customer satisfaction in the service industry: A cluster analysis approach, Quality Innovation Prosperity, [e-journal] 16(1), pp. 49–54. DOI:10.12776/qip.v16i1.61.
Ikatrinasari, Z.F., Hasibuan, S. and Kosasih, K., 2018. The Implementation Lean and Green Manufacturing through Sustainable Value Stream Mapping, IOP Conference Series: Materials Science and Engineering, 453(1), pp. 1–10. DOI:10.1088/1757-899X/453/1/012004.
Improta, G. et al., 2018 Lean thinking to improve emergency department throughput at AORN Cardarelli hospital, BMC Health Services Research, [e-journal] 18(1), pp. 1–9. DOI:10.1186/s12913-018-3654-0.
Jaqin, C., Rozak, A. and Purba, H.H., 2020. Quality Function Deployment for Quality Performance Analysis in Indonesian Automotive Company for Engine Manufacturing, ComTech: Computer, Mathematics and Engineering Applications, [e-journal] 11(1), pp. 11–18. DOI:10.21512/comtech.v11i1.6164.
Kholil, M. et al., 2018. Using 7 waste approach and VSM method to improve the efficiency of mackerel fish crackers production time at the small medium enterprise (SME), Proceedings of the International Conference on Industrial Engineering and Operations Management, 2018-March, pp. 2819–2826.
Kurnia, H. et al., 2021. Implementation of Six Sigma in the DMAIC Approach for Quality Improvement in the Knitting Socks Industry, tekstilvemuhendis, [e-journal] 28(124), pp. 269–278. DOI:10.7216/1300759920212812403.
Kurnia, H. and Hardi Purba, H., 2021. A Systematic Literature Review of Lean Six Sigma in Various Industries, Journal of Engineering and Management in Industrial System, [e-journal] 9(2), pp. 19–30. DOI:10.21776/ub.jemis.2021.009.002.3.
Nallusamy, S. and Adil Ahamed, M.A., 2017. Implementation of lean tools in the automotive industry for productivity enhancement - A case study, International Journal of Engineering Research in Africa, [e-journal] 29(1), pp. 175–185. DOI:10.4028/www.scientific.net/JERA.29.175.
Narayanamurthy, G., Gurumurthy, A. and Lankayil, A.A., 2021. Experience of implementing lean thinking in an Indian healthcare institution, International Journal of Lean Six Sigma, [e-journal] 12(1), pp. 23–60. DOI:10.1108/IJLSS-10-2016-0062.
Palange, A. and Dhatrak, P., 2021. Lean manufacturing a vital tool to enhance productivity in manufacturing, Materials Today: Proceedings, [e-journal] 46(2), pp. 729–736. DOI:10.1016/j.matpr.2020.12.193.
Perdana, S. and Santoso, D., 2019. Implementation of improvements production machine productivity of spare parts speaker based on OEE value achievement, Journal of Applied Research on Industrial Engineering, [e-journal] 6(1), pp. 26–32. DOI:10.22105/JARIE.2019.169386.1075.
Pereira, A.M.H. et al., 2019. Lean six sigma approach to improving the production process in the mold industry: A case study, Quality Innovation Prosperity, [e-journal] 23(3), pp. 103–121. DOI:10.12776/QIP.V23I3.1334.
Prajwal, A.T., Muddukrishna, B.S. and Vasantharaju, S.G., 2020. Pharma 4.0–the impact of the Internet of Things on health care, International Journal of Applied Pharmaceutics, [e-journal] 12(5), pp. 64–69. DOI:10.22159/ijap.2020v12i5.38633.
Sánchez, M. et al., 2018. Improvement of emergency department patient flow using lean thinking, International journal for quality in health care : journal of the International Society for Quality in Health Care, [e-journal] 30(4), pp. 250–256. DOI:10.1093/intqhc/mzy017.
Setiawan, B. et al., 2022. Implementation of the Value Stream Mapping Method in the Industry: A Systematic Literature Review, Journal of Industrial & Quality Engineering, [e-journal] 12(12), pp. 103–116. DOI:10.34010/iqe.v10i2.5989.
Setiawan, I. et al., 2022. Reduce Transportation Costs Using the Milk-run System and Dynamo Stages in the Vehicle Manufacturing Industry, Operational Research in Engineering Sciences: Theory and Applications, [e-journal] 05(02), pp. 17–27. DOI:10.31181/oresta240622030s.
Setiawan, S. et al., 2021. Integration of Waste Assessment Model and Lean Automation to Improve Process Cycle Efficiency in the Automotive Industry, Quality Innovation Prosperity, [e-journal] 25(3), pp. 48–64. DOI:10.12776/qip.v25i3.1613.
Shkromyda, N. et al., 2021. Development of Social Entrepreneurship: Accounting, Analysis, and Quality Standards, International Journal for Quality Research, [e-journal] 15(4), pp. 1287–1300. DOI:10.24874/IJQR15.04-17.
Somadi, S., Priambodo, B.S. and Okarini, P.R., 2020. Evaluation of Damage to Goods in the Delivery Process Using the Seven Tools Method, Jurnal INTECH Teknik Industri Universitas Serang Raya, [e-journal] 6(1), pp. 1–11. DOI:10.30656/intech.v6i1.2008.
Sukma, D.I. et al., 2022. Implementation of Total Productive Maintenance to Improve Overall Equipment Effectiveness of Linear Accelerator Synergy Platform Cancer Therapy, International Journal of Engineering, Transactions A: Basics, [e-journal] 35(7), pp. 1246–1256. DOI:10.5829/ije.2022.35.07a.04.
Tannady, H. et al., 2019. Process improvement to reduce waste in the biggest instant noodle manufacturing company in South East Asia, Journal of Applied Engineering Science, [e-journal] 17(2), pp. 203–212. DOI:10.5937/jaes17-18951.
Wiyatno, T.N. and Kurnia, H., 2022. Increasing Overall Equipment Effectiveness in the Computer Numerical Control Lathe Machines Using the Total Productive Maintenance Approach, Jurnal Optimasi Sistem Industri, [e-journal] 15(2), pp. 284–292. DOI:10.31315/opsi.v15i1.7284.
Azarine, S. and Yolanda, M., 2022. Effect of E-Service Quality and E-Trust on Customer E-Repurchase Intention and Customer E-Satisfaction as Intervening Variable (Case Study: Shopee Users) Shalsabilla, Journal of Small and Medium Enterprises, [e-journal] 1(1), pp. 16–27. DOI:10.24036/jkmb.2022.0101.
Beatrix, M.E. and Triana, N.E., 2019. Improvement Bonding Quality of Shoe Using Quality Control Circle, Sinergi, [e-journal] 23(2), p. 123. DOI:10.22441/sinergi.2019.2.005.
Delina, R. et al., 2020. The role of supplier quality in e-procurement negotiation, Quality Innovation Prosperity, [e-journal] 24(1), pp. 29–39. DOI:10.12776/QIP.V24I1.1388.
Dias Irawati Sukma et al., 2022. Quality Function Deployment in Healthcare: Systematic Literature Review, Jurnal Sistem Teknik Industri, [e-journal] 24(1), pp. 15–27. DOI:10.32734/jsti.v24i1.7297.
Faddis, A., 2018. The Digital Transformation of Healthcare Technology Management, Biomedical Instrumentation & Technology, [e-journal] 52(s2), pp. 34–38. DOI:10.2345/0899-8205-52.S2.34.
Gurumurthy, A., Nair, V.K. and Vinodh, S., 2020. Application of a hybrid selective inventory control technique in a hospital: a precursor for inventory reduction through lean thinking, TQM Journal, [e-journal] 33(3), pp. 568–595. DOI:10.1108/TQM-06-2020-0123.
Hernadewita, H., Setiawan, I. and Hendra, H., 2022. Enhance quality improvement through lean six sigma in division Side Board Clavinova pianos, International Journal of Production Management and Engineering, [e-journal] 10(2), pp. 173–181. doi:10.4995/ijpme.2022.16140.
Hilmola, O.P. and Tolli, A., 2018. Evaluation of Chinese E-commerce cost and lead time performance to Estonia, Quality Innovation Prosperity, [e-journal] 22(1), pp. 14–26. DOI:10.12776/QIP.V22I1.1035.
Horvath, M. and Michalkova, A., 2012. Monitoring customer satisfaction in the service industry: A cluster analysis approach, Quality Innovation Prosperity, [e-journal] 16(1), pp. 49–54. DOI:10.12776/qip.v16i1.61.
Ikatrinasari, Z.F., Hasibuan, S. and Kosasih, K., 2018. The Implementation Lean and Green Manufacturing through Sustainable Value Stream Mapping, IOP Conference Series: Materials Science and Engineering, 453(1), pp. 1–10. DOI:10.1088/1757-899X/453/1/012004.
Improta, G. et al., 2018 Lean thinking to improve emergency department throughput at AORN Cardarelli hospital, BMC Health Services Research, [e-journal] 18(1), pp. 1–9. DOI:10.1186/s12913-018-3654-0.
Jaqin, C., Rozak, A. and Purba, H.H., 2020. Quality Function Deployment for Quality Performance Analysis in Indonesian Automotive Company for Engine Manufacturing, ComTech: Computer, Mathematics and Engineering Applications, [e-journal] 11(1), pp. 11–18. DOI:10.21512/comtech.v11i1.6164.
Kholil, M. et al., 2018. Using 7 waste approach and VSM method to improve the efficiency of mackerel fish crackers production time at the small medium enterprise (SME), Proceedings of the International Conference on Industrial Engineering and Operations Management, 2018-March, pp. 2819–2826.
Kurnia, H. et al., 2021. Implementation of Six Sigma in the DMAIC Approach for Quality Improvement in the Knitting Socks Industry, tekstilvemuhendis, [e-journal] 28(124), pp. 269–278. DOI:10.7216/1300759920212812403.
Kurnia, H. and Hardi Purba, H., 2021. A Systematic Literature Review of Lean Six Sigma in Various Industries, Journal of Engineering and Management in Industrial System, [e-journal] 9(2), pp. 19–30. DOI:10.21776/ub.jemis.2021.009.002.3.
Nallusamy, S. and Adil Ahamed, M.A., 2017. Implementation of lean tools in the automotive industry for productivity enhancement - A case study, International Journal of Engineering Research in Africa, [e-journal] 29(1), pp. 175–185. DOI:10.4028/www.scientific.net/JERA.29.175.
Narayanamurthy, G., Gurumurthy, A. and Lankayil, A.A., 2021. Experience of implementing lean thinking in an Indian healthcare institution, International Journal of Lean Six Sigma, [e-journal] 12(1), pp. 23–60. DOI:10.1108/IJLSS-10-2016-0062.
Palange, A. and Dhatrak, P., 2021. Lean manufacturing a vital tool to enhance productivity in manufacturing, Materials Today: Proceedings, [e-journal] 46(2), pp. 729–736. DOI:10.1016/j.matpr.2020.12.193.
Perdana, S. and Santoso, D., 2019. Implementation of improvements production machine productivity of spare parts speaker based on OEE value achievement, Journal of Applied Research on Industrial Engineering, [e-journal] 6(1), pp. 26–32. DOI:10.22105/JARIE.2019.169386.1075.
Pereira, A.M.H. et al., 2019. Lean six sigma approach to improving the production process in the mold industry: A case study, Quality Innovation Prosperity, [e-journal] 23(3), pp. 103–121. DOI:10.12776/QIP.V23I3.1334.
Prajwal, A.T., Muddukrishna, B.S. and Vasantharaju, S.G., 2020. Pharma 4.0–the impact of the Internet of Things on health care, International Journal of Applied Pharmaceutics, [e-journal] 12(5), pp. 64–69. DOI:10.22159/ijap.2020v12i5.38633.
Sánchez, M. et al., 2018. Improvement of emergency department patient flow using lean thinking, International journal for quality in health care : journal of the International Society for Quality in Health Care, [e-journal] 30(4), pp. 250–256. DOI:10.1093/intqhc/mzy017.
Setiawan, B. et al., 2022. Implementation of the Value Stream Mapping Method in the Industry: A Systematic Literature Review, Journal of Industrial & Quality Engineering, [e-journal] 12(12), pp. 103–116. DOI:10.34010/iqe.v10i2.5989.
Setiawan, I. et al., 2022. Reduce Transportation Costs Using the Milk-run System and Dynamo Stages in the Vehicle Manufacturing Industry, Operational Research in Engineering Sciences: Theory and Applications, [e-journal] 05(02), pp. 17–27. DOI:10.31181/oresta240622030s.
Setiawan, S. et al., 2021. Integration of Waste Assessment Model and Lean Automation to Improve Process Cycle Efficiency in the Automotive Industry, Quality Innovation Prosperity, [e-journal] 25(3), pp. 48–64. DOI:10.12776/qip.v25i3.1613.
Shkromyda, N. et al., 2021. Development of Social Entrepreneurship: Accounting, Analysis, and Quality Standards, International Journal for Quality Research, [e-journal] 15(4), pp. 1287–1300. DOI:10.24874/IJQR15.04-17.
Somadi, S., Priambodo, B.S. and Okarini, P.R., 2020. Evaluation of Damage to Goods in the Delivery Process Using the Seven Tools Method, Jurnal INTECH Teknik Industri Universitas Serang Raya, [e-journal] 6(1), pp. 1–11. DOI:10.30656/intech.v6i1.2008.
Sukma, D.I. et al., 2022. Implementation of Total Productive Maintenance to Improve Overall Equipment Effectiveness of Linear Accelerator Synergy Platform Cancer Therapy, International Journal of Engineering, Transactions A: Basics, [e-journal] 35(7), pp. 1246–1256. DOI:10.5829/ije.2022.35.07a.04.
Tannady, H. et al., 2019. Process improvement to reduce waste in the biggest instant noodle manufacturing company in South East Asia, Journal of Applied Engineering Science, [e-journal] 17(2), pp. 203–212. DOI:10.5937/jaes17-18951.
Wiyatno, T.N. and Kurnia, H., 2022. Increasing Overall Equipment Effectiveness in the Computer Numerical Control Lathe Machines Using the Total Productive Maintenance Approach, Jurnal Optimasi Sistem Industri, [e-journal] 15(2), pp. 284–292. DOI:10.31315/opsi.v15i1.7284.
Authors
Kurnia, H., Suhendra, S., Manurung, H., & Juliantoro, K. B. (2023). Implementation of Lean Service Approaches to Improve Customer Satisfaction and Sustainability of Health Equipment Procurement Process at Hospitals. Quality Innovation Prosperity, 27(3), 1–17. https://doi.org/10.12776/qip.v27i3.1875
This work is licensed under a Creative Commons Attribution 4.0 International License.