IMPLEMENTASI LEAN GOVERMENT UNTUK PERBAIKAN PELAYANAN PERIJINAN PADA KANTOR PELAYANAN DAN PENGAWASAN BEA DAN CUKAI TIPE MADYA PABEAN A BEKASI

• Main Authors: , Wahyo Sindhu Aryo Bhirowo Kusumojati, , Nurul Indarti, Civilokonom, Cand. Merc., Ph.D.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/125680/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65853
• Institution: Universitas Gadjah Mada

Lean Government is the application of Lean Thinking concept in public sector. Public sector organization can adopt Lean by several options: using external consultants, using internal knowledge and capability, conducting publicprivate partnership program, or combination of those methods. This thesis describes Lean implementation using public-private partnership program in the Bekasi Customs office to improve public services. As a public sector organization, Bekasi Customs office is facing bigger challenges as companies activities are increasing. To cope with private sector�s rapid activities, Bekasi Customs office must increase its organizational efficiency by improving business process in order to deliver better public services as well as better control activities. Lean government implementation is an option to increase efficiency by identify wastes along internal business process and conduct continuous improvements by promoting endless transformation of waste into value from the customers� perspective. This research demonstrated that implementation of lean tools and methods such as Value Stream Mapping (VSM), quality at source, layout improvement, and batch reduction in the Bekasi Customs office resulted in increasing efficiency. Using the Action Research method, several activities were conducted including focus discussion group, VSM training, implementation of lean tools, and semi-structured interview. This research showed that lean implementation have led to tangible and intangible benefits. Tangible benefit appeared in reduction of the average customs permit processing time, although average submitted documents increased. Intangible benefits include a better understanding of Lean concept and methods and its application know-how, a rise in employees motivation and morale by executing employees improvement proposal as a bottom-up approach.