Achmad Nanang Zulfikar and Moses Laksono Singgih
Extended Abstract
Many oil and gas company operations use the support of service providers, including maintenance. The quality of maintenance services is a challenge for companies to align with an adequate operational program. The authors conducted research using field observation methods, questionnaires, and interviews with experts and service providers. The Service Quality Model is used to determine service quality attributes and view service quality by measuring the level of response level (gap) or perceptions of service quality. Classification of the importance and quality of attributes developed with the concept of importance-performance analysis, which then develops responses to technical service attribute priorities using the Quality Function Deployment method. The results showed that the service quality attributes could still not meet consumer expectations. The sequential dimensions and weight were reliability (-0.770), tangible (-0.739), empathy (-0.654), responsiveness (-0.603), and assurance (-0.577). Meanwhile, the three priorities for technical responsibility for quality improvement are contractors who have dedicated technicians (19.9%), are led by competent project managers (17.4%), and have specialist maintenance or maintenance specialists (12.1%).
Keywords: Maintenance, Offshore, Quality Function Deployment, Service Quality
1. INTRODUCTION
Maintenance of PTX facilities is carried out using a scheduled maintenance system (preventive maintenance) and combined with a predictive maintenance system. The implementation of the maintenance program at PTX, including the corrective maintenance program, is carried out by the company’s internal workers (in-house) and is supported by service providers or maintenance contractors.
2. METHODS
The research begins with field observations related to the problems that occur. The determination of quality attributes and questionnaires were obtained based on literature studies and also carried out by the Delphi method. Opinions from experts or competent people collected using the Delphi method (Ciptomulyono 2001). The 20 service quality attributes obtained and used for the questionnaire are as shown in Table 3.
3. RESULTS
To improve the performance of the required customer requirement attributes, technical responses or technical requirements are needed to fulfill these attributes. Technical requirements captured using the Delphi method. Data input from maintenance service providers and internal company experts obtained eight technical requirements that can improve service quality according to existing customer requirements. The eight technical requirements include:
1. Using a maintenance and planning information system
2. Have a maintenance planner
3. Led by a competent project manager
4. Have own competent technicians
5. Has its work equipment
6. The duration of the contract made with longer durations or at least three years
7. Using the company asset information system
8. Having a maintenance specialist
4. CONCLUSIONS
The service quality approach in determining the quality attributes of maintenance service performance is sufficient to assess service quality perceptions based on a user-based approach. Technical requirement development based on customer requirements developed with the Quality Function Deployment method gets priority technical requirements that are good enough to be implemented to improve the quality of maintenance services at offshore facilities.