Lean thinking concept application for improving quality service of public services

Depictions of the service process, usually is done through the service cycle assessment. This cycle includes a process of mapping that begins by the service of the first customer by the related service providers, until the completion of transaction processes. Even after the transaction is resolved, there is still a service that can be categorized as after sales service. Healthcare, is among the companies engaged in public pelayananan sector, particularly in public health services. To fulfill the needs of the customer / patient, company must always work to provide the health services in accordance with customer expectations. Measuring the level that patients are satisfied can be done by using several indicators such as patient satisfaction on health services access, quality health services, process health services and health service system. It could be argued that the measurement of quality of health services, and all the results or consequences of health services contained in the output has the potential to be a problem of quality in health service. The method used is by applying the concept of lean thinking, to reduce the 7 (seven) wastes that are considered to be very harmful. The achievement of the improvement process in the handling of services, is expected to accelerate and reduce wastes in the process of health service. Another technique used to identify and help search for potential problems is the use of FMEA (Failure Mode and Effect Analysis).