Impact of Lean Management on Service Quality in an IT Support Company

This research aimed to assess the impact of lean management on improving service quality in an IT technical support company. This applied research study used a mixed-methods approach and a pre-experimental design. A 22-item SERVQUAL questionnaire, based on a 7-point Likert scale, was used to measure service quality from the perspective of 30 clients. Lean management tools, including value stream mapping (VSM), the 5S methodology, and Kanban, were used. The initial analysis using VSM revealed a lead time of 8 days and a service quality rating of 81%. Following the implementation of the 5S (with components scoring: Seiri 100%, Seiton 100%, Seiso 84.6%, Seiketsu 95%, and Shitsuke 96%) along with the Kanban method, the lead time was reduced to 4 days, and service quality improved to 92%. The results of the study lead to the conclusion that lean management has a positive and significant impact on enhancing service quality.