EVALUATING THE EFFECTIVENESS OF LEAN MANAGEMENT TOOLS ON ORGANIZATIONAL EFFICIENCY: A CASE STUDY OF QATAR UNIVERSITY EDUCATIONAL SERVICE PROCESS

Abstract

The COVID-19 pandemic has had a significant effect on many aspects. The educational service sector is one of those aspects. Due to that, many educational services at Qatar University have been changed from being delivered on campus to being provided remotely. One of these services is the Basic Calculus Program, offered by the Student Learning Support Center. This project focuses on considering this program as a case study to evaluate the efficiency of educational services. The goal of this project is to use lean management tools to demonstrate the reduction in waste, non-value-added activities, and other inefficiencies from the Basic Calculus Program service's primary delivery method to contrast the current automated approach to service delivery with the previous state and to show how to further enhancements to the automatic service delivery process affect the length of staff service. Moreover, a survey questionnaire was used to verify the validity of the automated service delivery state after further improvement was applied to the process. As a result of this study, the lead time of the automatic service delivery process has been reduced by around 90% compared to the previous delivery state. Continuous improvements are applied to this automated service. As a result, the employee service time in the process has been saved by 50%, the attendance rate for the program increased from 66% to 81%, and the satisfaction level with the service provided is 98%. This percentage was achieved by eliminating waste and non-value-added activity and transferring it to automate the service delivery method. The automated service has been monitored, and continuous improvement has been made by reducing the number of sessions of the program and saving the employee's service time without affecting the service efficiency or the satisfaction of the end-users with this service.