Lean implementation in service sector: a case study of waste elimination in Malaysian customs administration

Purpose This study aims to use Lean principles, including the traditional seven types of waste and four additional service-specific waste types, to identify and eliminate wasteful activities. Design/methodology/approach The study integrates existing literature to identify different types of waste and conducts a case study within the Malaysian Customs Administration. The application process flow for License Manufacturing Warehouse is examined, and waste is identified and eliminated using the principles of waste elimination in Lean. Findings The study identifies eight prevalent types of waste in service processes, with motion being the most common and duplication the least. The case study in the Malaysian Customs Administration reveals no instances of waste in communication and error categories, indicating commendable efficiency in these areas. These insights offer valuable benchmarks for organizations seeking to optimize processes and address specific types of waste. Originality/value This paper is crucial for showcasing the practical implementation of waste elimination theory in Lean across the service sector, focusing on the Malaysian Customs Administration. It offers targeted insights into tailoring these principles for real-world efficiency gains, contributing valuable strategies for waste reduction in a specific organizational context.