Sigit Adhim Prasetyo, Muhammad Melvin Mauludin, Paul S Hutauruk, Sulistya Pribadi


The growth of modern retail business is very rapid in Indonesia because  Indonesian people absorb new habits adopted from foreign cultures so that people's habits in shopping needs begin to change, retail companies are required to be responsive to current shopping patterns that the demands are fast and precise, one of them is by applying lean concept to the transaction process. The location of the study was conducted at Transmart Cempaka Putih, Central Jakarta. The business managed by Transmart Cempaka Putih still had problems caused by waste, one of them is the process of transaction of goods that many consumers still complained of the many queues. These problems can be solved by  eliminating waste that occurs by applying the concept of Lean in the company. This research used quantitative methods by measuring customer satisfaction. In this study, the authors aim to apply the lean method in the company in order to shorten the time in the transaction process of goods in achieving customer satisfaction. Each process was mapped using Value Stream Mapping and customer satisfaction was analyzed.


Lean, Customer Satisfaction, Retail, Waste, Value Stream Mapping

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