Lean Service Transformation Using Value Stream Mapping to Improve Time Efficiency and Reduce Operational Waste in Automotive Service Workshops

This study aims to improve routine vehicle service efficiency at PT Sun Star Prima Motor Siliwangi using Value Stream Mapping (VSM) within a Lean Service framework. A case study approach was employed using observation, interviews, and company data. VSM was applied to map the current state, classify activities into Value Added (VA), Non Value Added (NVA), and Necessary but Non Value Added (NNVA), and identify waste and bottlenecks. A Future State Map was developed to streamline workflows and eliminate waste. Results show that total processing time decreased from 184.27 to 140.79 minutes, demonstrating that Lean Service and VSM can reduce lead time, improve operational efficiency, and enhance customer satisfaction in automotive service operations.