STUDY ON CAUSE OF DELAY IN ISSUING THE A.R REGISTERED LETTER AT LOAN REPAYMENT SECTION, YAYASAN TERENGGANU BY USING TIME STUDY AND VALUE STREAM MAPPING APPROACH

Abstract

Achieving Lean in manufacturing industry and service sector involves changes and continuous improvements in its application. In order to make changes and improvements, one has to recognize that the current state of the related operation is not where one wants to be. Value Stream Mapping is a tool generally used to show the current state of a company and indicate where one can look for improvement opportunities. In normal practice, a future state value stream map will then be created to reflect the state that one wants to be, and acts as a guide to achieve it. However, there has not been much study done in evaluating the material and information‟s flow in a service of issuing any important statement letter such as the A.R Registered Letter of Yayasan Terengganu to inform their borrowers about the important information of their study loan recent statement. In this paper, the current state and future state map has been develop and based on the future map the improvement alternatives has been highlight that is through to detecting the delay process which took too long time to be completed and by identifying all the important elements that included in every existing processes in issuing the letter. The key measurement used to evaluate the alternatives are the complete process flow, work in progress (WIP) level, time taking in complete every process, the travelling distance involved, the experience of the workers and the workplace layout. The flow of the material and information flow of the alternatives were clearly demonstrated by the future map. Finally, the best alternative was selected and future value stream map was developed based on the selected alternative and the best key performance.