Quality Improvement of The Public Service of The Metal Contamination Testing Laboratory Using Lean Six Sigma Approach (Case Study)

Ratna Ayu Wulandari; Heru  Prastawa; Wiwik  Budiawan

doi:10.55927/fjst.v3i4.9205

Authors

Ratna Ayu Wulandari Department Teknik Industri, Fakultas Teknik, Universitas Diponegoro
Heru Prastawa Department Teknik Industri, Fakultas Teknik, Universitas Diponegoro
Wiwik Budiawan Department Teknik Industri, Fakultas Teknik, Universitas Diponegoro

DOI:

https://doi.org/10.55927/fjst.v3i4.9205

Keywords:

Public Service, Testing Laboratory, Lean, Six Sigma

Abstract

Testing laboratory public services play an important role in providing services to the public in various sectors. Currently, many laboratories only focus on the quality of testing but forget about the timeliness of testing services which affects customer satisfaction as a metric of public service performanceTherefore, to improve quality by achieving timeliness of testing services, this research uses a Lean and Six Sigma approach and risk management. Through the tools used such as Value Stream Mapping (VSM), Spaghetti Diagram, Fish-bone Diagram, PICK Chart in the Define, Measure, Analyze, Improve, and Control (DMAIC) phase of Lean Six Sigma, problems can be identified, analyzed and corrected for improvement. In the measure phase, the completion time for testing services was 17 working days so it did not meet the service time standard (timeliness) which is 16 working days. After the improve phase solution is implemented, the service turnaround time becomes 7 working days. Apart from achieving faster completion times for testing services, the improvement rate for eliminating NVAA was 99.5%, eliminating waiting and over-processing waste by 100%. In order for this achievement to remain controlled, risk statements regarding the timeliness of testing services are identified, analyzed, controlled and monitored. The results of improvement trials on samples, SPM testing services for Pb, Cd, Hg, As metal contamination in food reached 100%.

Downloads

Download data is not yet available.

References

Alblooshi, M., Shamsuzzaman, M., Khoo, M. B. C., Rahim, A., & Haridy, S. (2021). Requirements, challenges and impacts of Lean Six Sigma applications – a narrative synthesis of qualitative research. In International Journal of Lean Six Sigma (Vol. 12, Issue 2, pp. 318–367). Emerald Group Holdings Ltd. https://doi.org/10.1108/IJLSS-06-2019-0067

Antony, J., Gupta, S., Sunder M, V., & Gijo, E. V. (2018). Ten commandments of Lean Six Sigma: a practitioners’ perspective. International Journal of Productivity and Performance Management, 67(6), 1033–1044. https://doi.org/10.1108/IJPPM-07-2017-0170

Antony, J., Rodgers, B., & Cudney, E. A. (2017). Lean Six Sigma for public sector organizations: is it a myth or reality? International Journal of Quality and Reliability Management, 34(9), 1402–1411. https://doi.org/10.1108/IJQRM-08-2016-0127

Antony, J., Snee, R., & Hoerl, R. (2017). Lean Six Sigma: yesterday, today and tomorrow. International Journal of Quality and Reliability Management, 34(7), 1073–1093. https://doi.org/10.1108/IJQRM-03-2016-0035

Asnan, R., Nordin, N., & Othman, S. N. (2015). Managing Change on Lean Implementation in Service Sector. Procedia - Social and Behavioral Sciences, 211, 313–319. https://doi.org/10.1016/j.sbspro.2015.11.040

Bhuiyan, N., & Baghel, A. (2005). An overview of continuous improvement: From the past to the present. In Management Decision (Vol. 43, Issue 5, pp. 761–771). https://doi.org/10.1108/00251740510597761

Byrne, G., Lubowe, D., & Blitz, A. (2007). Using a Lean Six Sigma approach to drive innovation. Strategy & Leadership, 35(2), 5–10. https://doi.org/10.1108/10878570710734480

Cigolini, R., Fedele, L., & Villa, A. N. (2008). Managing facilities under the multi-service result-oriented approach: Some insights coming from the field in Italy. Production Planning and Control, 19(4), 312–326. https://doi.org/10.1080/09537280802034075

Cohen, R. I. (2018). Lean Methodology in Health Care. In Chest (Vol. 154, Issue 6, pp. 1448–1454). Elsevier Inc. https://doi.org/10.1016/j.chest.2018.06.005

Elliott, I. C. (2020). Organisational learning and change in a public sector context. Teaching Public Administration, 38(3), 270–283. https://doi.org/10.1177/0144739420903783

Fourie, D., & Poggenpoel, W. (2017). Public sector inefficiencies: Are we addressing the root causes? South African Journal of Accounting Research, 31(3), 169–180. https://doi.org/10.1080/10291954.2016.1160197

George, M. L. (2003). Lean Six Sigma for Service. McGraw-Hill Professional Publishing.

Henrique, D. B., & Godinho Filho, M. (2020). A systematic literature review of empirical research in Lean and Six Sigma in healthcare. In Total Quality Management and Business Excellence (Vol. 31, Issues 3–4, pp. 429–449). Routledge. https://doi.org/10.1080/14783363.2018.1429259

Ibrahim, I., Sultan, M., Yassine, O. G., Zaki, A., Elamir, H., & Guirguis, W. (2022). Using Lean Six Sigma to improve timeliness of clinical laboratory test results in a university hospital in Egypt. International Journal of Lean Six Sigma, 13(5), 1159–1183. https://doi.org/10.1108/IJLSS-08-2021-0138

Inal, T. C., Goruroglu Ozturk, O., Kibar, F., Cetiner, S., Matyar, S., Daglioglu, G., & Yaman, A. (2018). Lean six sigma methodologies improve clinical laboratory efficiency and reduce turnaround times. Journal of Clinical Laboratory Analysis, 32(1). https://doi.org/10.1002/jcla.22180

Isa, M. F. M., & Usmen, M. (2015). Improving university facilities services using Lean Six Sigma: a case study. Journal of Facilities Management, 13(1), 70–84. https://doi.org/10.1108/JFM-09-2013-0048

Jastia, N. V. K., & Kodali, R. (2015). Lean production: Literature review and trends. International Journal of Production Research, 53(3), 867–885. https://doi.org/10.1080/00207543.2014.937508

Juliani, J., & Nawangpalupi, C. B. (2020). Peningkatan Kualitas Pelayanan Publik Bidang Verifikasi Standar Ukuran dan Kalibrasi Alat Ukur Metrologi Teknis dengan Pendekatan Lean Six Sigma. Jurnal INTECH Teknik Industri Universitas Serang Raya, 6(2), 141–154. https://doi.org/10.30656/intech.v6i2.2519

Lippi, G., & Plebani, M. (2018). A Six-Sigma approach for comparing diagnostic errors in healthcare—where does laboratory medicine stand? Annals of Translational Medicine, 6(10), 180–180. https://doi.org/10.21037/atm.2018.04.02

Lukrafka, T. O., Silva, D. S., & Echeveste, M. (2020). A geographic picture of Lean adoption in the public sector: Cases, approaches, and a refreshed agenda. European Management Journal, 38(3), 506–517. https://doi.org/10.1016/j.emj.2020.02.004

Moullin, M. (2017). Improving and evaluating performance with the Public Sector Scorecard. International Journal of Productivity and Performance Management, 66(4), 442–458. https://doi.org/10.1108/IJPPM-06-2015-0092

Raja Sreedharan, V., Raju, R., & Srivatsa Srinivas, S. (2017). A review of the quality evolution in various organisations. In Total Quality Management and Business Excellence (Vol. 28, Issues 3–4, pp. 351–365). Routledge. https://doi.org/10.1080/14783363.2015.1082421

Salah, S., Rahim, A., & Carretero, J. A. (2010). The integration of Six Sigma and lean management. International Journal of Lean Six Sigma, 1(3), 249–274. https://doi.org/10.1108/20401461011075035

Snee, R. D. (2010). Lean Six Sigma – getting better all the time. International Journal of Lean Six Sigma, 1(1), 9–29. https://doi.org/10.1108/20401461011033130

Suseno, Y., Standing, C., Gengatharen, D., & Nguyen, D. (2020). Innovative work behaviour in the public sector: The roles of task characteristics, social support, and proactivity. Australian Journal of Public Administration, 79(1), 41–59. https://doi.org/10.1111/1467-8500.12378

van Lierop, D., & El-Geneidy, A. (2016). Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit. Research in Transportation Economics, 59, 50–59. https://doi.org/10.1016/j.retrec.2016.04.001

Vignesh, V., Suresh, M., & Aramvalarthan, S. (2016). Lean in service industries: A literature review. IOP Conference Series: Materials Science and Engineering, 149(1). https://doi.org/10.1088/1757-899X/149/1/012008

Yaduvanshi, D., & Sharma, A. (2017). Lean Six Sigma in Health Operations: Challenges and Opportunities—‘Nirvana for Operational Efficiency in Hospitals in a Resource Limited Settings.’ Journal of Health Management, 19(2), 203–213. https://doi.org/10.1177/0972063417699665

Zhao, P., Rasovska, I., & Rose, B. (2016). Integrating Lean perspectives and Knowledge Management in Services: application to the service department of a CNC manufacturer. IFAC-PapersOnLine, 49(12), 77–82. https://doi.org/10.1016/j.ifacol.2016.07.553