Identification of waste in program management at the IT department of a Higher Education Institution (HEI) through lean six sigma (DMAIC)

Abstract

One of the private universities in Indonesia striving to be a research and entrepreneurship university that has a positive impact on society. One of the crucial departments, which is IT department has a significant role in resulting and the quality of academic service. However, there have been some setbacks in completing projects included in this IT department program due to waste in its activities. This research aims to identify waste and a strategy to minimize the waste in program management in HEI IT Department in one of private university in Indonesia by using Lean Six Sigma (LSS) DMAIC. It stands for Define the waste, Measure the waste, Analyze the cause of the waste, Improve the strategy to reduce the waste, Implement the strategy/propose plan and the last is Controlling the proposed plan. The results indicate that the critical waste in the IT department is classified as 'the defects category' for example the function of the systems is not working properly, fail to respond, fail to download/ upload, unwanted data, and application feature is not working. A why-why diagram is used to analyze the defect and how to minimize the sigma value. An improvement plan is also developed to enhance the performance of the program run by IT Department in University in a scaffolding way to make it more achievable to be carried out.