An Introduction of LEAN Management Based Computerized e-Complaint System with Applications in Public Organization Development and Maintenance Unit

Abstract

Public sector organization is a large organization and important in carrying out all responsibilities to provide the best service to the people. Large organizations must require an efficient management approach to ensure that all management can be implemented efficiently and reliably. Entering the era of modern organizational management, many concepts of industrial sector management practices have begun to be applied in the public sector. LEAN management in the public sector is one of the ongoing approaches to eliminate waste and increase value-added. Information technology is a sophisticated technology in the management of all daily activities. However, the combination of LEAN management and information technology is not much discussed in public sector management. Therefore, an e-complaint management system has been developed in one of the public educational institutions with the concept of LEAN management to improve the efficiency of managing facility complaints received from all members of public organizations on a daily basis. The e-complaint system that has been developed using google form and also its application is developed using appsheet. The data is stored in the cloud. This e-complaint system has demonstrated some of the noble concepts of LEAN management have been successfully implemented in the management work process as well as improving efficiency in the maintenance work process and development of public sector physical facilities. The implementation of LEAN management through Nine stages has been described in detail in writing.