Productivity and Quality in Smart Manufacturing Systems

Performance model development for assessing maintenance service providers using the Kano model

Moses Laksono Singgih, Putu Dana Karningsih, Mokh Suef


Outsourcing is delegating partial or total business functions to other companies in conjunction with administrative and operational activities. One of the industries that implementsoutsourcing in its maintenance activity isthehealthcare industry. An Intensive Care Unit (ICU) is part of ahospital which is veryvital,so that it requires medical equipment with high availability and reliability. The aim of this research is to develop a performance model to use toassess the performance of medical equipment or the used maintenance outsourcing service providers. Developing the performance model involves14 criteria. The 14 criteria wereclustered by the Kano Model to obtain the importance of each criteria. . Kano was used to identify the criteria within the dimension of basic requirements and special requirements. DEMATEL was employed to identify the connection between criteria and ANP in order to provide the integrity of the criteria. The three criteria with the highest integrity ratingwere the technicians’ capability by the rate of integrity that reached0.256881,the aptitude of providing diagnosis by the rate of integrity that reached0.222181, and the flexibility by the rate of integrity that reached0.175684. Two criteria which had a rate of integrity of0 and were considered as therefore having the lowest integrity rate were the criteria of charges and dependability respectively.

Keywords: ICU, Medical equipment, Outsourcing, maintenance service provider, performance model


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