Faktor Kejayaan Pemikiran Lean dan Pencapaian Operasi di Sektor Perkhidmatan

Roshayati Abdul Hamid, Ida Rosnita Ismail

Abstract


ABSTRAK

Dalam persaingan globalisasi, sektor perkhidmatan harus memberi perhatian dalam memenuhi permintaan pengguna yang memerlukan perkhidmatan yang berkualiti dengan kos yang lebih rendah. Penggunaan amalan penambahbaikan kualiti seperti Lean mampu membaiki pengoperasian organisasi bagi mencapai matlamat tersebut. Penggunaan Lean di sektor perkhidmatan lebih dikenali dengan terma Pemikiran Lean (Lean Thinking) kerana penambahbaikan pengoperasian yang dilakukan adalah berteraskan lima prinsip dalam Pemikiran Lean. Oleh itu, kajian ini dilakukan untuk menguji adakah penggunaan Pemikiran Lean di beberapa buah hospital awam dan swasta di Malaysia dapat membantu pencapaian operasi. Selain itu, kajian ini juga bertujuan untuk mengenal pasti faktor dalaman dan luaran penting yang dapat menyumbang kepada kejayaan Pemikiran Lean di sektor perkhidmatan. Dalam kajian ini, pendekatan model Resource-based View digunakan sebagai teori dasar untuk mengenal pasti faktor dalaman yang berorientasikan pekerja dalam mempengaruhi kejayaan Pemikiran Lean. Faktor dalaman tersebut pula dibahagikan kepada faktor umum dan faktor spesifik. Faktor umum yang dimaksudkan ialah faktor pengurusan atasan, latihan dan pembelajaran, komunikasi dan penglibatan pekerja. Manakala, faktor spesifiknya ialah faktor pembangunan pemikiran. Dalam kajian ini faktor luaran iaitu faktor campur tangan kerajaan turut diuji kerana hospital awam adalah sangat terikat dengan polisi kerajaan. Data dianalisis menggunakan pendekatan Partial Least Squares (PLS). Hasil kajian menunjukkan faktor dalaman sahaja (faktor umum dan faktor spesifik) yang mempunyai pengaruh yang signifikan ke atas pencapaian operasi. Manakala, faktor luaran iaitu campur tangan kerajaan tidak mempengaruhi kejayaan amalan Pemikiran Lean di hospital awam dan swasta di Malaysia. Hasil kajian ini adalah selari dengan pendapat penyelidik terdahulu bahawa perkara asas yang boleh menggerakkan amalan penambahbaikan kualiti harus bermula dari kekuatan dalaman sesebuah organisasi. Penemuan ini adalah maklumat penting sebagai garis panduan kepada pengamal supaya mengutamakan faktor yang berorientasikan pekerja demi meningkatkan pencapaian operasi melalui Pemikiran Lean.

Kata kunci: Pemikiran Lean; faktor kejayaan kritikal; pencapaian operasi; resource-based view (RBV); partial least squares (PLS)

ABSTRACT

In global competition, the service sector have to focus on fulfilling consumers’ demand that need a quality services yet, at a low cost. The usage of quality improvement practices such as Lean, able to fix organizations’ operational to achieve the objective. The application of Lean in service sector is more familiar with the term ‘Lean Thinking’ due to the enhancement of operational based on five principles of Lean Thinking. Therefore, this research was conducted to test whether the application of Lean Thinking in a few public and private hospitals in Malaysia can assist in operational performance. Other than that, the purpose of this study is to identify the important internal and external factors that contribute to the success of Lean Thinking in service sector. In this research, Resource-based View Model approach was used as an underlying theory to identify internal factors which is workers oriented that influence the success of the Lean Thinking. The internal factors were than divided to general factors and specific factors. General factors are made of top management, training and education, communication and employees involvement. While the specific factor is thinking development. In this study, external factor which is government interference was also tested as the public hospitals are very bounded to the government policy. The data was analysed using Partial Least Square (PLS) approach. The result showed only internal factors (general factors and specific factors) have influences towards the operational performance. Meanwhile, the external factor which is government interference does not influence the success of Lean Thinking practices in public and private hospitals in Malaysia. The result was parallel with the previous researchers that the important factor that moved the improvement practices must be started from the organization’s internal strengths. These findings are important as a guideline to the practitioners to prioritize the factors based on workers oriented in order to increase operational achievements through Lean Thinking.

Keywords: Lean thinking; critical success factors; operational performance; resource-based view (RBV); partial least squares (PLS)


Full Text:

PDF

Refbacks

  • There are currently no refbacks.


DISCLAIMER

The editors and publisher of Jurnal Pengurusan have made every possible effort to verify the accuracy of all information contained in this publication. Any opinions, discussions, views and recommendations expressed in the article are solely those of the authors and are not of Jurnal Pengurusan, its editors or its publisher. Jurnal Pengurusan, its editors and its publisher will not be liable for any direct, indirect, consequential, special, exemplary, or other damages arising therefrom.