QWZcompany is a freight forwarder shipping company, that serves island of Java, Bali and Nusa Tenggara which was established in 2011. QWZ company has been experiencing problems is the amount of claims of abnormality goods and lostgoods and also late deliver. This may reduce level of trust and contract discontinuation. That can may reduce revenue QWZcompany. Problems that occur indicate a waste. This research will use Lean Service approach concept in order to achieve effective and more efficient process by identifying and eliminating waste or non value adding activities. There are some toolsuse that is Service Value Stream Mapping (SVSM), Borda Count Method (BCM), Root Cause Analysis (RCA) and risk analysis. From the results of the research, there are eleven waste activities classified into 3 types of waste such as defect/abnormality, delay/waiting, and overprocessing, receives the goods abnormality and writes in the event report, the driver awaits the making of the mail by service users, preparation of driver departure to the end customer long enough and the delivery note and receipt is not complete. There are four critical waste and root cause of the problem are (1) No responsibility charged to the driver and head ofoperasional, (2) The absence of agreement between QWZ company with customers related to the waiting time of delivery order,(3) No standardization of the time of departure to the end customer and (4) The absence of standards regarding the administration of documents causing missing documents so that can not be billed to the customer. Recommendation fro root cause of the critical waste are SOP related to goods inspection conducted by driver and head of operations and SOP of departure time and document storage, agreement between QWZ company with customers who have cooperated, giving reward and punishment so that there is a sense of responsibility of driver as well as the head of operasional.
Keywords : Lean Service, Service Value Stream Mapping (Svsm), Borda Count Method (Bcm), Root Cause Analysis (Rca) Dan Analisa Resiko.