Operations Excellence: Journal of Applied Industrial Engineering 2022, 14(1), 25-35 25 Application of value stream mapping to improve service in The Departure Terminal at Halim Perdanakusuma Airport ( Implementasi value stream mapping untuk meningkatkan kualitas pelayanan pada Terminal Keberangkatan Bandara Halim Perdanakusuma ) Vita Sarasi 1 , Ina Primiana 2 , Desita Astira Kusnadiuthor 3 1,2,3 Program Studi Magister Manajemen, Universitas Padjajaran, Sumedang, Jawa Barat Corresponding author: vita.sarasi@unpad.ac.id Received 03 October 2021, Revised 05 April 2022, Accepted 07 April 2022, Published 13 May 2022 Abstract. This study aims to identify and reduce waste in the passenger flow process at the Halim Perdanakusuma Airport departure terminal, so that passenger service remains good even with limited terminal capacity. This research used a qualitative method with a case study approach. The method stages are the observation of the departure passenger flow process mapped through current state Value Stream Mapping (VSM), distribution of questionnaires to obtain critical waste with Borda analysis, and fishbone diagrams to find out the rooting causes of critical waste, the proposing process improvements, and the future state of VSM, The results showed that critical waste in the flow of departure passengers is 22.11%, which includes passenger activities waiting for the Security Check Point 1 and Point 2 queue. Furthermore, based on the current state of VSM, the lead time for departure passengers is 33 minutes 47 seconds and VAR is 20.22%. While form the future state of VSM, the lead time is 28 minutes 22 seconds with a VAR of 20.36%, resulting in time efficiency of 5 minutes 24 seconds. Kata kunci: lean service, value stream mapping, borda method, fishbone diagram Abstrak. Penelitian ini bertujuan untuk mengidentifikasi dan mengurangi pemborosan dalam proses pelayanan penumpang di terminal keberangkatan Bandara Halim Perdanakusuma, agar tetap memuaskan meski kapasitas terminal terbatas. Penelitian bersifat kualitatif dengan pendekatan studi kasus. Tahapan penelitian diawali dengan observasi pada proses alur penumpang keberangkatan melalui Diagram VSM, penyebaran kuesioner yang dianalisis dengan Metode Borda dan Diagram Fishbone untuk mengetahui akar permasalahan, sehingga dapat diusulkan perbaikan melalui pemetaan VSM kembali. Hasil analisis menunjukkan adanya pemborosan pada waktu antrian keberangkatan penumpang sebesar 22,11%, meliputi proses di titik pemeriksaan keamanan 1 dan 2. Selanjutnya, berdasarkan usulan VSM yang baru diketahui waktu pelayanan alur penumpang keberangkatan dari sebelumnya sebesar 33 menit 47 detik dan VAR 20,22%, setelah perbaikan menjadi 28 menit 22 detik dengan VAR 20,36%, sehingga terjadi efisiensi waktu sebesar 5 menit 24 detik. Keywords: lean service, value stream mapping, metode borda, diagram fishbone. 1. Introduction Halim Perdanakusuma Airport (HPA) is located in DKI Jakarta Province and is managed by PT. Angkasa Pura II (Persero). This airport is a civil enclave airport, so it serves VVIP, military (TNI AU), and commercial flights. Since 10 th January 2014, HPA has temporarily operated as a commercial airport to assist flights at Soekarno-Hatta Airport, which is already in congestion. Since opening as a commercial airport, the numbers of aircraft and passengers flying to and from this airport have increased. However, with a terminal area of 21,000 m 2 , it must be able to accommodate passengers that continue to increase