AINUR, ZAKI YAMAMI (2026) ANALISIS PEMBOROSAN PADA PELAYANAN GAS MENGGUNAKAN METODE LEAN SERVICE DAN 5 WHYS DI PT ABC AREA SURABAYA. Undergraduate thesis, UPN "VETERAN" JAWA TIMUR.
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Abstract
PT ABC (PGN) Area Surabaya is a company that provides household gas network installation services. In its implementation, various forms of waste are still encountered, including repetitive data entry, manual document transfers between departments, and long waiting times during survey and installation processes, which result in extended service lead times and reduced process efficiency. This study aims to identify and analyze waste occurring in the household gas network installation service process and to propose improvement recommendations using the Lean Service and 5 Whys methods. The methods employed in this research include Value Stream Mapping (VSM), Value Stream Analysis Tools (VALSAT), Process Activity Mapping (PAM), Process Cycle Efficiency (PCE), and Root Cause Analysis (RCA) using fishbone diagrams and the 5 Whys approach. The results indicate that the dominant wastes are waiting, overprocessing, and transportation. The proposed improvements, including customer data digitalization and integration, simplification of administrative procedures, and enhanced interdepartmental coordination, succeeded in reducing lead time from 24,342 minutes to 16,677 minutes, decreasing non-value-added (NVA) activities from 13,480 minutes to 6,070 minutes, and increasing Process Cycle Efficiency (PCE) from 19.72% to 28.78%. These findings demonstrate that the proposed improvements can enhance the efficiency of household gas network installation services at PT ABC Area Surabaya.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering T Technology > TS Manufactures T Technology > TS Manufactures > TS 155-194 Production Management, Operations Management |
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| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | ainur zaki yamami | ||||||||
| Date Deposited: | 24 Jul 2026 02:53 | ||||||||
| Last Modified: | 24 Jul 2026 06:00 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/57740 |
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