During lean manufacturing implementation, some supported tools are required. Value Stream Mapping, Process Activity Mapping, Root Cause Diagram, Failure Mode Effect Analysis, Pareto chart are some examples of the tools that has been widely utilized. However, a tool that is able to support lean manufacturing implementation starting from waste identification until suggest improvement for eliminating waste, is very few. This research proposes a tool that could assist company comprehensively when applying lean manufacturing. The tools, which is called Lean Assessment Matrix, consists of two matrix but it could cover the complete stages of lean implementation starting from waste and their causes identification, the critical waste prioritizing as well as provides waste reduction plan alternatives and their ranks. Lean Assessment Matrix is developed by modifying House of Risk Matrix and integrates with combining Waste Relationship Matrix. Lean Assessment Matrix is being develop with the same approach as of HOR. This tool consist of two matrix which are lean matrix 1 and lean matrix 2. Lean matrix 1 are used to identify waste and its root causes, and determining the rank of waste by considering waste relationships. Lean matrix 2 is aimed to provide alternative actions to reduce or eliminate root causes of selected waste from matrix 1 as well as their priority level.

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Purpose The purpose of this paper is to propose a methodology to use complaints, claims and company innovation as an internal data source of customer needs for product development using the quality function deployment (QFD)-Kano approach instead of an ordinary customer survey. Design/methodology/approach This paper confirms that the customer complaints and claims and company innovations from the internal data source are equivalent to the Kano model’s product attributes. Data were selected from the company’s documents. To investigate the data category, a Kano questionnaire was designed and tested with 100 random respondents. Based on their answers, categories for the quality characteristics were determined and compared with the initial data categories. A second survey using professional customer respondents was conducted to increase the results’ reliability. Findings The approach was shown to be effective in employing complaints, claims and innovations as an alternative source of customer needs in the QFD-Kano approach. Research limitations/implications It is assumed that companies document their customer complaints and claims, as well as their strategic innovation plans. The complaint and claim data need to be extracted to reveal their quality characteristics. For future research, data extraction using text or data mining may be useful to bridge this gap. Practical implications The product development team may ascertain customer needs as duly classified. This voice of the customer is more accurate and requires less time. Originality/value The paper may be of value to researchers and practitioners involved in product design and development, since it offers a new source of customer need data obtained internally as an alternative to customer surveys.

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A Project could be told success if it had a capability to fulfill a project’s goal, which was project could be done either in time or do not have a major lateness. Many things were affecting project buildings processing. This research purpose was to analyze whose causing lateness for apartment buildings project event in Surabaya. To analyze so many cause lateness event would be needed a systematic method approach. This research’s method was used a Fault Tree Analysis (FTA) Method which was used to seek cause event and the probability of lateness. Not only two of those methods, but also expert judgment technique was conducted by using questionnaire to seek probability and to analyze variable cause event. As a result of FTA method was obtained a very high probability of lateness with the main cause event was classified into 4 groups, were caused by owner, caused by supervising consultants, caused by contractor, and caused by environment circumstances. From four of those main causes was obtained some results, first of all from owner’s perspective were a lot of assignment alteration and late payment installment to contractor, second of all from supervising consultants’ perspective was a checklist survey result in certain area, the contractor’s work could not be continued because of such a certain things, third of all from contractor’s perspective was caused by inaccurate work method, and the last of all from environment circumstances was the local people felt so agitated because of the project location to close to them.