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VALUE STREAM MAPPING APPLICATION IN SERVICE SECTOR: A CASE STUDY OF A UNIVERSITY RESEARCH AND APPLICATION CENTER

Year 2016, Issue: 48, 103 - 116, 28.04.2016

Abstract

Lean
production is a philosophy of continuous improvement that is based on producing
economical and qualified products or services through waste elimination. Value
stream mapping (VSM), one of the methods used in lean production, is an effective
method that can be utilized by manufacturing or service firms when transforming
into a lean organization.
The purpose of
this study is to determine value-added and non value-added activities and developing
a plan for elimination of non value-added activities by implementing VSM method
at a university research and application center providing analysis service. In accordance
with this purpose, a university research and application center operating in
Turkey was taken and a VSM application was carried out focusing on one of the
analyses made in this center. Firstly, current state map of the specified
service family has been drawn and value added and non value added activities in
the current state service flow have been identified. In the next step, a future
state map that can enable to eliminate wastes in the current state, was drawn
and lean service flow for the future state was shown. Finally, limitations of the
study have been mentioned and some suggestions for future work have been made. 

References

  • Andrade, P.F., Pereira, V.G., & Del Conte, E.G. (2015). Value Stream Mapping and Lean Simulation: A Case Study in Automotive Company. International Journal Advanced Manufacturing Technologies, 81(4), 1-9.
  • Atieh, M.A., Kaylani, H., Almuhtady, A., & Tamimi, O. (2015). A Value Stream Mapping and Simulation Hybrid Approach: Application to Glass Industry. International Journal Advanced Manufacturing Technologies, 81(3), 1-14.
  • Barber, C.S., & Tietje, B.C. (2008). A Research Agenda for Value Stream Mapping the Sales Process. Journal of Personal Selling & Sales Management, 28(2), 155-165
  • Belokar, R.M., Kumar, V., & Kharp, S.S. (2012). An Aplication of Value Stream Mapping in Automotive Industry: A Case Study. International Journal of Innovative Technology and Exploring Engineering, 1(2), 152-156
  • Bhasin, S., & Burcher, P. (2005). Lean Viewed as a Philosophy. Journal of Manafacturing Technology Management, 17(1), 56-72.
  • Bonaccorsi, A., Carmignani, G., & Zammori, F. (2011). Service Value Stream Management (SVSM):Developing Lean Thinking in The Service Industry. Journal of Service Science and Management, 4, 428-439.
  • Doğan, N.Ö., & Unutulmaz, O. (2016). Lean Production in Healthcare: A Simulation- Based Value Stream Mapping in the Physical Therapy and Rehabilitation Department of a Public Hospital. Total Quality Management& Business Excellence, 27(1), 64-80.
  • Doğan, N.Ö., & Takcı, E. (2015). Yalın Üretime Geçiş: Bir İmalat İşletmesinde Değer Akış Haritalama Uygulaması. 15.Üretim Araştırmaları Sempozyumu, Ege Üniversitesi, 14-16 Ekim 2015, 497-504.
  • Efe, Ö.F., & Engin, O. (2012). Yalın Hizmet- Değer Akış Haritalama ve Bir Acil Serviste Uygulama. Verimlilik Dergisi, 4, 79-107.
  • Fisher, W.W., Barman, S., & Killingsworth, P.L. (2011). Value Stream Mapping for Improvement Academic Advising. International Journal of Information and Operations Management Education, 4(1), 45-59.
  • Garcia, J.M.A., & Bonavia, T. (2015). Relationship Between Employee Involvement and LeanManufacturing and Its Effect on Performance in a Rigid Continuous Process Industry. International Journal of Production Research, 53(11), 3260-3275.
  • Gill, P.S. (2012). Application of Value Stream Mapping to Eliminate Waste in an Emergency Room. Global Journal of Medical Research, 12(6), 50-56.
  • Haron, S.H.A., & Ramlan, R. (2015). Patient Process Flow Improvement: Value Stream Mapping. Journal of Management Research, 7(2), 495-505.
  • Helleno, A.I., Pimentel, C.A, Ferro, R., Santos, P.F., Oliveira, M.C., & Simon, A.T. (2015). International Journal Advanced Manufacturing Technologies, 80(5), 1059-1066.
  • Henrique, D.B., Rentes, A.F., Filho, M.G., Esposto, K.F. (2016). A New Value Stream Mapping Approach for Healthcare Environments. Production Planning & Control The Management of Operations,27(1), 24-48.
  • Ikatrinasari, Z.F., & Haryanto, E.I. (2014). Implementation of Lean Service with Value Stream Mapping at Directorate Airworthiness and Aircraft Operation, Ministry of Transportation Republic of Indonesia. Journal of Service Science and Management, 7, 291-301.
  • Jasti, N.V.K., & Kodali, R. (2014). Lean Production: Literature Review and Trends. International Journal of Production Research, 53(3), 867-885
  • Jimmerson, C. (2010). Value Stream Mapping for Health Care Made Easy. New York: Productivity Press, Taylor and Francis Group.
  • Kaynak, R., Akyürek, T., & Karataş, B. (2015). Yalınlık Yolunda Değer Akış Haritalama Yöntemi ve Bir Üretim İşletmesinde Uygulama. 15.Üretim Araştırmaları Sempozyumu Ege Üniversitesi,14-16 Ekim 2015, 521-529.
  • Lu, J.C., Yang, T., & Wang, C. (2011). A Lean Pull System Design Analysed By Value Stream Mapping and Multiple Criteria Desicion Making Method Under Demand Uncertainty. International Journal of Computer Integrated Manufacturing, 24(3), 211-228.
  • Lu, J.C., & Yang, T. (2011). The Use of A Multiple Attribute Decision-Making Method and Value Stream Mapping in Solving The Pacemaker Location Problem. International Journal of Production Research, 49(10), 2973-2817.
  • Lummus, R.R., Vokurka, R.J., & Rodeghiero, B. (2006). Improving Quality Through Value Stream Mapping: A Case Study of a Physician’s Clinic. Total Quality Management, 17(8), 1063-1075.
  • Matt, D. (2013). Adaptation of The Value Stream Mapping Approach to The Design Lean Engineer-to- Order Production Systems A Case Study. Journal of Manufacturing Technology Management, 25(3), 334-350.
  • Mohanraj, R., Sakthivel, M., & Vinodh, S. (2011). QFD Integrated Value Stream Mapping: An Enabler of Lean Manufacturing. International Journal Productivity and Quality Management, 7(4), 501-519.
  • Mohanraj, R., Sakthivel, M., Vinodh, S., & Vimal, K.E.K. (2015). A Framework for VSM Integrated with Fuzzy QFD. Total Quality Management, 27(5), 616-632
  • Özveri, O., & Çakır, E. (2012). Yalın Altı Sigma ve Bir Uygulama. Afyon Kocatepe Üniversitesi, İ.İ.B.F Dergisi, 14(2), 17-35.
  • Özveri, O., & Güçlü, P. (2015). Değer Akış Haritalamada Analitik Hiyerarşi Süreci (AHP) Uygulaması. Uluslararası Alanya İşletme Fakültesi Dergisi, 7(1), 1-12.
  • Parthanadee, P., & Buddhakulsomsiri, J. (2014). Production Efficiency Improvement In Batch Production System Using Value Stream Mapping And Simulation: A Case Study of Roastedand Ground Coffee Industry. Production Planning & Control The Management of Opereations, 25(5), 425-446.
  • Prabhu, B.V., Ramesh, D., Surekha, A., Holla, A.J., & Patel, K.M. (2008). Value Stream Mapping of Truck Operations: A Case Study. South Asian Journal of Management, 15(2), 107-115
  • Rohac, T., & Januska, M. (2014). Value Stream Mapping Demonstration on Real Case Study. 25th DAAAM International Symposium on Intelligent Manufacturing and Automation, DAAAM 2014, 521-529.
  • Rother, M. & Shook, J. (1999). “Learning to See: Value Stream Mapping to Add Value and Eliminate Muda”, Brookline, MA: Lean Enterprise Institute (www.lean.org).
  • Schmidtke, D., Heiser, U., & Hinrichsen, O. (2014). A Simulation-Enhanced Value Stream Mapping Approach for Optimisation of Complex Production Environments. International Journal of Production Research, 52(20), 6146-6160.
  • Seyedhosseini, S.M., Taleghani, A.E., Makui, A., & Ghoreyshi, S.M. (2013). Fuzzy Value Stream Mapping in Multiple Production Streams: A Case Study in a Parts Manufacturing Company. International Journal of Management Science and Engineering Management , 8(1), 56-66.
  • Şahin, Ö., & Filiz, G. (2015). Ofis Süreçleri için Değer Akış Haritalama Üzerine Bir Uygulama, İETT. 35.Yöneylem Araştırması ve Endüstri Mühendisliği Kongresi, (YAEM) Ulusal, 9- 11 Eylül 2015, ODTÜ, Ankara.
  • Tyagi, S., Choudhary, A., Cai, X., & Yang, K. (2014). Value Stream Mapping to Reduce The Lead Time of A Product Development Process. International Journal of Production Economics, 160, 202-212.
  • Vinodh, S., Ruben, R.B., & Asokan, P. (2015). Life Cycle Assesment Integrated Value Stream Mapping Framework to Ensure Sustainable Manufacturing: Case Study. Clean Technology and Environmental Policy, 17(6),1-17.
  • Wang, C., Pineda, H.Q, Kline, D.E., & Buehlmann, U. (2011). Using Value Stream Mapping to Analyze an Upholstery Furniture Engineering Process. Forest Product Journal, 61(5), 1- 14
  • Wolniak, R., & Zasadzien, B.S. (2014). The Use of Value Stream Mapping to Introduction of Organizational Innovation in Industry. Journal Of Metalurgija, 53(4), 709-712
  • Womack, J.P.,Jones, D.T., & Roos, D. (1990). The Machine That Changed The World. New York:Rawson Associates.

HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ

Year 2016, Issue: 48, 103 - 116, 28.04.2016

Abstract

Yalın üretim, israfın elimine edilmesiyle ekonomik
ve kaliteli ürün ya da hizmet üretilmesine dayalı bir sürekli iyileştirme
felsefesidir. Yalın üretimde değer akış haritalama (DAH), ürün veya hizmet
üreten işletmeler tarafından yalın üretime geçiş aşamasında yararlanılabilecek
etkili bir yöntemdir. Bu çalışmanın amacı, laboratuvar analizleri hizmeti
sağlayan bir üniversite araştırma ve uygulama merkezinde DAH yöntemini
uygulayarak değer katan ve değer katmayan faaliyetleri tespit etmek ve değer
katmayan faaliyetlerin elimine edilmesi için bir plan geliştirmektir. Bu amaç
doğrultusunda, Türkiye’de faaliyet gösteren bir üniversite araştırma ve
uygulama merkezi ele alınmış ve bu merkezde yapılan analizlerden bir tanesine odaklanılarak
bir DAH uygulaması gerçekleştirilmiştir. İlk olarak belirlenen hizmet ailesine
ilişkin mevcut durum haritası çizilmiş ve mevcut durumda hizmet akışında yer
alan değer katan ve değer katmayan faaliyetler tespit edilmiştir. Sonraki
aşamada mevcut durumdaki kayıpları elimine edebilecek bir gelecek durum
haritası çizilmiş ve gelecek durum için önerilen yalın hizmet akışı
gösterilmiştir.  Son olarak, çalışmanın
bazı kısıtlarına değinilmiş ve gelecekte bu konu ile ilgili yapılacak
araştırmalar için bazı önerilerde bulunulmuştur.

References

  • Andrade, P.F., Pereira, V.G., & Del Conte, E.G. (2015). Value Stream Mapping and Lean Simulation: A Case Study in Automotive Company. International Journal Advanced Manufacturing Technologies, 81(4), 1-9.
  • Atieh, M.A., Kaylani, H., Almuhtady, A., & Tamimi, O. (2015). A Value Stream Mapping and Simulation Hybrid Approach: Application to Glass Industry. International Journal Advanced Manufacturing Technologies, 81(3), 1-14.
  • Barber, C.S., & Tietje, B.C. (2008). A Research Agenda for Value Stream Mapping the Sales Process. Journal of Personal Selling & Sales Management, 28(2), 155-165
  • Belokar, R.M., Kumar, V., & Kharp, S.S. (2012). An Aplication of Value Stream Mapping in Automotive Industry: A Case Study. International Journal of Innovative Technology and Exploring Engineering, 1(2), 152-156
  • Bhasin, S., & Burcher, P. (2005). Lean Viewed as a Philosophy. Journal of Manafacturing Technology Management, 17(1), 56-72.
  • Bonaccorsi, A., Carmignani, G., & Zammori, F. (2011). Service Value Stream Management (SVSM):Developing Lean Thinking in The Service Industry. Journal of Service Science and Management, 4, 428-439.
  • Doğan, N.Ö., & Unutulmaz, O. (2016). Lean Production in Healthcare: A Simulation- Based Value Stream Mapping in the Physical Therapy and Rehabilitation Department of a Public Hospital. Total Quality Management& Business Excellence, 27(1), 64-80.
  • Doğan, N.Ö., & Takcı, E. (2015). Yalın Üretime Geçiş: Bir İmalat İşletmesinde Değer Akış Haritalama Uygulaması. 15.Üretim Araştırmaları Sempozyumu, Ege Üniversitesi, 14-16 Ekim 2015, 497-504.
  • Efe, Ö.F., & Engin, O. (2012). Yalın Hizmet- Değer Akış Haritalama ve Bir Acil Serviste Uygulama. Verimlilik Dergisi, 4, 79-107.
  • Fisher, W.W., Barman, S., & Killingsworth, P.L. (2011). Value Stream Mapping for Improvement Academic Advising. International Journal of Information and Operations Management Education, 4(1), 45-59.
  • Garcia, J.M.A., & Bonavia, T. (2015). Relationship Between Employee Involvement and LeanManufacturing and Its Effect on Performance in a Rigid Continuous Process Industry. International Journal of Production Research, 53(11), 3260-3275.
  • Gill, P.S. (2012). Application of Value Stream Mapping to Eliminate Waste in an Emergency Room. Global Journal of Medical Research, 12(6), 50-56.
  • Haron, S.H.A., & Ramlan, R. (2015). Patient Process Flow Improvement: Value Stream Mapping. Journal of Management Research, 7(2), 495-505.
  • Helleno, A.I., Pimentel, C.A, Ferro, R., Santos, P.F., Oliveira, M.C., & Simon, A.T. (2015). International Journal Advanced Manufacturing Technologies, 80(5), 1059-1066.
  • Henrique, D.B., Rentes, A.F., Filho, M.G., Esposto, K.F. (2016). A New Value Stream Mapping Approach for Healthcare Environments. Production Planning & Control The Management of Operations,27(1), 24-48.
  • Ikatrinasari, Z.F., & Haryanto, E.I. (2014). Implementation of Lean Service with Value Stream Mapping at Directorate Airworthiness and Aircraft Operation, Ministry of Transportation Republic of Indonesia. Journal of Service Science and Management, 7, 291-301.
  • Jasti, N.V.K., & Kodali, R. (2014). Lean Production: Literature Review and Trends. International Journal of Production Research, 53(3), 867-885
  • Jimmerson, C. (2010). Value Stream Mapping for Health Care Made Easy. New York: Productivity Press, Taylor and Francis Group.
  • Kaynak, R., Akyürek, T., & Karataş, B. (2015). Yalınlık Yolunda Değer Akış Haritalama Yöntemi ve Bir Üretim İşletmesinde Uygulama. 15.Üretim Araştırmaları Sempozyumu Ege Üniversitesi,14-16 Ekim 2015, 521-529.
  • Lu, J.C., Yang, T., & Wang, C. (2011). A Lean Pull System Design Analysed By Value Stream Mapping and Multiple Criteria Desicion Making Method Under Demand Uncertainty. International Journal of Computer Integrated Manufacturing, 24(3), 211-228.
  • Lu, J.C., & Yang, T. (2011). The Use of A Multiple Attribute Decision-Making Method and Value Stream Mapping in Solving The Pacemaker Location Problem. International Journal of Production Research, 49(10), 2973-2817.
  • Lummus, R.R., Vokurka, R.J., & Rodeghiero, B. (2006). Improving Quality Through Value Stream Mapping: A Case Study of a Physician’s Clinic. Total Quality Management, 17(8), 1063-1075.
  • Matt, D. (2013). Adaptation of The Value Stream Mapping Approach to The Design Lean Engineer-to- Order Production Systems A Case Study. Journal of Manufacturing Technology Management, 25(3), 334-350.
  • Mohanraj, R., Sakthivel, M., & Vinodh, S. (2011). QFD Integrated Value Stream Mapping: An Enabler of Lean Manufacturing. International Journal Productivity and Quality Management, 7(4), 501-519.
  • Mohanraj, R., Sakthivel, M., Vinodh, S., & Vimal, K.E.K. (2015). A Framework for VSM Integrated with Fuzzy QFD. Total Quality Management, 27(5), 616-632
  • Özveri, O., & Çakır, E. (2012). Yalın Altı Sigma ve Bir Uygulama. Afyon Kocatepe Üniversitesi, İ.İ.B.F Dergisi, 14(2), 17-35.
  • Özveri, O., & Güçlü, P. (2015). Değer Akış Haritalamada Analitik Hiyerarşi Süreci (AHP) Uygulaması. Uluslararası Alanya İşletme Fakültesi Dergisi, 7(1), 1-12.
  • Parthanadee, P., & Buddhakulsomsiri, J. (2014). Production Efficiency Improvement In Batch Production System Using Value Stream Mapping And Simulation: A Case Study of Roastedand Ground Coffee Industry. Production Planning & Control The Management of Opereations, 25(5), 425-446.
  • Prabhu, B.V., Ramesh, D., Surekha, A., Holla, A.J., & Patel, K.M. (2008). Value Stream Mapping of Truck Operations: A Case Study. South Asian Journal of Management, 15(2), 107-115
  • Rohac, T., & Januska, M. (2014). Value Stream Mapping Demonstration on Real Case Study. 25th DAAAM International Symposium on Intelligent Manufacturing and Automation, DAAAM 2014, 521-529.
  • Rother, M. & Shook, J. (1999). “Learning to See: Value Stream Mapping to Add Value and Eliminate Muda”, Brookline, MA: Lean Enterprise Institute (www.lean.org).
  • Schmidtke, D., Heiser, U., & Hinrichsen, O. (2014). A Simulation-Enhanced Value Stream Mapping Approach for Optimisation of Complex Production Environments. International Journal of Production Research, 52(20), 6146-6160.
  • Seyedhosseini, S.M., Taleghani, A.E., Makui, A., & Ghoreyshi, S.M. (2013). Fuzzy Value Stream Mapping in Multiple Production Streams: A Case Study in a Parts Manufacturing Company. International Journal of Management Science and Engineering Management , 8(1), 56-66.
  • Şahin, Ö., & Filiz, G. (2015). Ofis Süreçleri için Değer Akış Haritalama Üzerine Bir Uygulama, İETT. 35.Yöneylem Araştırması ve Endüstri Mühendisliği Kongresi, (YAEM) Ulusal, 9- 11 Eylül 2015, ODTÜ, Ankara.
  • Tyagi, S., Choudhary, A., Cai, X., & Yang, K. (2014). Value Stream Mapping to Reduce The Lead Time of A Product Development Process. International Journal of Production Economics, 160, 202-212.
  • Vinodh, S., Ruben, R.B., & Asokan, P. (2015). Life Cycle Assesment Integrated Value Stream Mapping Framework to Ensure Sustainable Manufacturing: Case Study. Clean Technology and Environmental Policy, 17(6),1-17.
  • Wang, C., Pineda, H.Q, Kline, D.E., & Buehlmann, U. (2011). Using Value Stream Mapping to Analyze an Upholstery Furniture Engineering Process. Forest Product Journal, 61(5), 1- 14
  • Wolniak, R., & Zasadzien, B.S. (2014). The Use of Value Stream Mapping to Introduction of Organizational Innovation in Industry. Journal Of Metalurgija, 53(4), 709-712
  • Womack, J.P.,Jones, D.T., & Roos, D. (1990). The Machine That Changed The World. New York:Rawson Associates.
There are 39 citations in total.

Details

Journal Section Articles
Authors

Nuri Özgür Doğan

Yusuf Ersoy

Publication Date April 28, 2016
Published in Issue Year 2016 Issue: 48

Cite

APA Doğan, N. Ö., & Ersoy, Y. (2016). HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi(48), 103-116.
AMA Doğan NÖ, Ersoy Y. HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. April 2016;(48):103-116.
Chicago Doğan, Nuri Özgür, and Yusuf Ersoy. “HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, no. 48 (April 2016): 103-16.
EndNote Doğan NÖ, Ersoy Y (April 1, 2016) HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi 48 103–116.
IEEE N. Ö. Doğan and Y. Ersoy, “HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ”, Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, no. 48, pp. 103–116, April 2016.
ISNAD Doğan, Nuri Özgür - Ersoy, Yusuf. “HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi 48 (April 2016), 103-116.
JAMA Doğan NÖ, Ersoy Y. HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. 2016;:103–116.
MLA Doğan, Nuri Özgür and Yusuf Ersoy. “HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, no. 48, 2016, pp. 103-16.
Vancouver Doğan NÖ, Ersoy Y. HİZMET SEKTÖRÜNDE DEĞER AKIŞ HARİTALAMA UYGULAMASI: BİR ÜNİVERSİTE ARAŞTIRMA VE UYGULAMA MERKEZİ ÖRNEĞİ. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. 2016(48):103-16.

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