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"Library services and programs that not only meet goals but can also demonstrate these results are more likely to secure repeat funding. By evaluating and presenting outcomes, libraries can document the positive work they do in a concrete way and gain financial support."

"The PLA Results Series has long served to help public librarians envision, evaluate, and respond to community needs with distinctive programs and services. Building from this proven model, Strategic Planning for Results is the fully revised version of Planning for Results, the foundational book in this groundbreaking series."

"Lean adalah pendekatan yang digunakan untuk meningkatkan proses kerja dengan menghilangkan aktivitas yang tidak memberikan nilai tambah agar proses tersebut menjadi lebih efektif dan efisien dengan tetap memperhatikan kualitas terbaik. Seiring meningkatnya pengguna internet pada masa pandemi, terjadi peningkatan gangguan dikarenakan jaringan yang terdegradasi. Hal ini dapat terlihat pada permasalahan yang terjadi di PT X, sebagai perusahaan penyedia jasa teknisi, dimana tingginya angka pelaporan gangguan memunculkan permasalahan pada penanganan gangguan yang belum dilaksanakan secara efektif dan efisien ditandai dengan target waktu penanganan atau TTR (time to repair) dari perusahaan yaitu tiga jam belum tercapai. Maka dari itu, perusahaan perlu meningkatkan efisiensi proses serta mengurangi pemborosan yang terjadi pada proses layanan penanganan gangguan agar dapat memberikan layanan terbaik kepada pelanggannya dengan memenuhi target tersebut. Penelitian ini menerapkan konsep lean dengan metode value stream mapping yang bertujuan untuk mengidentifikasi dan mengeliminasi pemborosan pada proses layanan perusahaan. Dengan menggunakan metode value stream mapping serta waste relationship matrix untuk mengidentifikasi jenis pemborosan, serta analisis akar masalah menggunakan ishikawa diagram, didapatkan rancangan perbaikan serta mengeliminasi pemborosan yang terjadi. Hasil menunjukkan total lead time proses berkurang sebesar 25%, cycle time berkurang sebesar 24,84%, serta total waktu pemborosan (non-value added) berkurang 41% dan value added ratio meningkat 116%.

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Lean is an approach that used to improve work processes by eliminating activities that do not give any value added so the process will becomes more effective and efficient but still giving the best quality. As internet users increase during the pandemic, there is also an increasing in disruption due the degraded network. This can be seen in the problems that occur at PT X, as a technicians service provider company, where the customer report about disturbances is very high that raises problems in handling disturbances that have not been implemented effectively and efficiently marked by the target time for handling disturbances or TTR (time to repair) that is three hours has not been reached. Therefore, PT. X need to improve process efficiency and reduce waste that occurs in the disruption handling service process to give the best service to the customers by meeting those targets. This study applies the lean approach with value stream mapping method which aims to identify and eliminate waste in the company's service processes. By using value stream mapping method and waste relationship matrix to identify the type of waste, also using ishikawa diagram to analyze the root cause of the problem, that will obtained the improvement design and eliminates the waste that occurs. The results show the total process lead time is reduced by 25%, cycle time is reduced by 24,84%, and the total waste time (non-value added activities) is reduced by 41% and also the value added ratio is increased by 116%."