The purpose of the research is to examine the perception of customer service. Importance Performance Analysis (IPA) used to determine the relationship between importance and quality performance of attributes. The Kano Model is trying to classify groups of attributes. The goal of combining these approaches is to recognize that service attributes that need to increase customer satisfaction and retain characteristics to maintain customer satisfaction. This research uses the service quality aspect of Gronross as defined in 23 service attributes. The study was carried out in restaurants with 23 customer service characteristics assessed by customers. The integration of the two methods resulted in fourteen service attributes which had to be improved.

This research aims to analyze and minimize the waste that occurs in the production process by using a lean production approach. One of the factors that can influence ineffective and inefficient in the production process is waste in the production process. An effective and efficient pr oduction process will support the company to increase productivity. The problems that occur in company X are companies that still often experience delays in meeting consumer demand, and there are still defect products. These problems have to be solved. One approach is to incorporate lean principles in the production process. From the results of the analysis, activity mapping obtained the value-added activity (VA) has the lowest percentage of 13.60% and non-value-added activities (NVA) has a percentage of 59.80%, which cause of delay. Solution to minimize waste are improve inspection process, scheduling maintenance, make standard operation procedure and reduce set up time.