Lean management approach of Automation Department of Customer Service in UUM Library

Value Stream Mapping (VSM) is the set of actions that use the same resources of raw material to the final output and towards the end customers by eliminating the wastage and increasing the productivity and efficiency of the process flow. Many service organizations implemented VSM to improve productivity and efficiency. However, Sultanah Bahiyah Library, Universiti Utara Malaysia lack of emphasis on VSM implementation. Thus, this qualitative study applies value stream mapping to identify the current status of collecting and arranging the books back to the shelves. This research is intended to put forward observation and interview for the purpose of collecting data, analysed the data and providing recommendation to UUM Library. The proposed value stream mapping includes the process flow, lead time and cycle time of collecting and arranging books on the shelf. The study found that there are problems occurred for the students when they are using the computer system of the library, the availability of books different with the system and the books located at the carts or other places instead of on the bookshelves. Therefore, the recommendation such as providing e-books for the books prominently, develop a well-trained staff and locate him near to the computer system to solve the problems immediately supported the proposed value stream mapping