APPLICATION OF LEAN THINKING IN GOVERNMENTAL SECTOR: CASE OF IT DEPARTMENT IN MINISTRY X IN QATAR

Abstract

Lean thinking practices are known to improve manufacturing processes by increasing customer value and minimizing waste. Gradually, the technique has been successfully implemented in many service-based organizations around the world, including organizations in the governmental sector. In the recent years, some applications of lean have been implemented in Qatar, but a minimal amount of studies are found on applying lean thinking in Qatar governmental sector. Therefore, this project contributes to the sector by examining the applicability of lean thinking to improve services provided in Ministry X in Qatar. First, the project is guided by knowledge and lean applications available in literature. Then, value stream mapping (VSM) lean tool was selected to be applied on service request management which was chosen based on certain criteria using Kepner-Tregoe decision analysis tool. A detailed map of the process was outlined in order to understand the process flow based on which VSM was created. The service VSM current state consists of 14 steps that is processed in 188.5 minutes. After applying lean thinking and eliminating waste identified, 8 steps were removed from the process, service became paperless, and process time was reduced by 72.4%. Validation results showed that the improvements occurred on the service VSM future state are feasible, and lean thinking is applicable to improve services provided in the Ministry.