Integrating lean management into community-based tourism: Enhancing efficiency in tourism supply chains through value stream mapping concept

Abstract

This study aimed to identify waste within the community-based tourism (CBT) management chain and enhance the efficiency of the CBT activities' supply chain by employing the value stream mapping (VSM) concept. Through a case study of a CBT destination in Kok Sathon, Thailand, a mixed-method research approach was utilized, combining qualitative and quantitative methods. The study incorporated a literature review, field surveys, interviews with 35 key informants, and questionnaires administered to 400 tourists. The findings reveal that waste in the CBT management process manifested in nine categories: non-participation/non-community involvement; lack of identity/storytelling; unclear communication; overproduction/over-processing; waiting/delay; transportation/motion; non-organization and management; defects; and tourism marketing. Following the implementation of improvements, a reduction in staff activities was observed by 33.33% and service process time by 5.61%. The research not only provides empirical evidence of waste in CBT supply chain management but also demonstrates the impact of applying lean principles to address inefficiencies. Furthermore, it offers insights into optimizing tourism resources in CBT operations and serves as a guide for enhancing efficiency in service organizations. This work introduces a new framework that challenges traditional compartmentalized problem-solving methods in tourism and emphasizes the importance of every step in the process—from inception to conclusion—to enhance understanding of the root causes of issues and facilitate necessary changes. These reductions in waste are directly aligned with the values desired by tourists, indicating a successful alignment of operational improvements with tourist expectations.