Power generation is an industry that is essential to sustain daily life and competes with generator set distributors. The product service system of distributors must be improved to survive the competition. This research aims to develop tools for benchmarking the product service system of generator set distributors. Benchmarking identifies gaps between a product and other competitors’ products. In this work, a product service system board is used to visualize the current product service system of a generator set distributor. A PPIAF framework and a SERVQUAL framework are adapted to assess product performance and service quality, respectively. AHP is used as weighting method. The survey results provide ideas for improving the current product service system of generator set distributors. Further studies must use detailed measure weighting methods and implement the product service system board to assess service quality.

Bahasa Abstract

Benchmarking Kualitas Product Service System dari Distributor Peralatan Generator Set. Pembangkit listrik adalah sebuah industri yang penting untuk keberlangsungan kehidupan sehari-hari dan bersaing dengan distributor dari peralatan generator set. Product service system dari distributor harus terus dikembangkan agar dapat bertahan di dalam persaingan. Penelitian ini bertujuan untuk mengembangkan alat untuk benchmarking product service system yang dimiliki oleh perusahaan distributor peralatan generator set. Kegiatan benchmarking mengidentifikasi gap antara produk dari perusahaan tersebut dengan produk dari pesaing lainnya. Di dalam studi ini, sebuah product service system board digunakan untuk visualisasi product service system yang dimiliki oleh sebuah distributor peralatan generator set. Kerangka kerja PPIAF dan SERVQUAL diadaptasi untuk mengukur kinerja produk dan kualitas layanan. AHP digunakan untuk penentuan bobot dari ukuran. Hasil dari survey memberikan ide untuk peningkatan product service system yang ada dari sebuah distributor peralatan generator set. Pada studi lanjutan diperlukan metode penentuan bobot dari ukuran yang lebih terperinci dan implementasi dari product service system board untuk pengukuran kualitas dari layanan.


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