The application of lean service operations in the municipality

elimination of unnecessary and non-value-added processes in order to better respond to the demands and expectations of customers. The aim of lean management is to ensure that the organization is transformed into an efficient organization with all its resources, to make the necessary improvements within the organization and to save the business from waste, which is the most important element in the lean approach. Lean management, which is an integrated thought system for transforming waste into value, is an effective method for improving efficiency and quality. This makes lean management an effective tool for municipalities that use limited public resources and strive to provide quality services to their citizens. Lean management practices are important in terms of improving service delivery, providing more services with existing resources by reducing waste, using public resources efficiently, and increasing citizen and employee satisfaction. This study aims to identify and reduce the sources of waste in the services provided by municipalities, one of the local government units. Value Stream Mapping (VFM) method, one of the lean management tools, which uses a flow chart documenting all steps in a process, was used. The identified wastes and the improvements suggested for them were evaluated with Entropy and MABAC methods, which are multi-criteria decision-making techniques, and the improvements to be implemented were determined. Criteria weights were calculated with the Entropy method and the wastes in Value Stream Mapping were ranked with the MABAC method. ARENA Simulation software was used to simulate the current situation and future situation. Key Words: Municipality, Simulation, Value Stream Mapping, Waste, MABAC, Lean Service, Lean Management, Local Government