Reducing the Operation Lead Time using Integrated Standardized Service Time and Tailor-Made Value Stream Mapping

This study measures the performance of service operations of a café with waiting and service time parameters for customer satisfaction. The study contributes to reducing the lead time through standardized service time using Tailor-made Value Stream Mapping, Root Cause Analysis (RCA), and Time Study. This study observes the writer during a service operation at a café. The current state of VSM is created and followed by time study and analysis. The RCA is constructed based on brainstorming activity. It is suggested to improve the current process which is reflected in the future-state VSM. Lastly, this paper compares overall performance before and after the improvement implementation to conclude the effectiveness of this study. The result shows the increasing performance for food and beverage service in terms of VA, NNVA, NVA, LT, and PCE indicators. Ultimately, the lead times for serving beverages and appetizers decreased by 2.654 and 13.13 minutes, respectively