Zulfikar, Achmad Nanang (2021) Analisa Dan Peningkatan Kualitas Jasa Kontrak Pemeliharaan Fasilitas Lepas Pantai Menggunakan Metode Quality Function Deployment Di PT. X. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
PT. X merupakan salah satu perusahaan minyak dan gas bumi nasional yang memiliki misi untuk dapat memaksimalkan potensi minyak dan gas bumi dengan kegiatan operasional yang aman dan dapat diandalkan dimana dalam operasi pemeliharaan menggunakan dukungan kontraktor pemeliharaan. Dalam pelaksanaan kontrak jasa pemeliharaan fasilitas banyak ditemui kendala dalam hal kualitas jasa. Pemantauan dan pengawasan kinerja dan kualitas kontrak dilakukan dengan panduan Contractor Safety Management System (CSMS) yang banyak menitikberatkan pada aspek Health, Safety, Security and Environment (HSSE) dan belum cukup untuk dapat digunakan sebagai pengukuran kualitas jasa pemeliharaan dalam aspek kualitas operasional dan teknis pemeliharaan. Atribut kualitas jasa pemeliharaan yang fokus pada operasional dan teknis pemeliharaan diperlukan dalam upaya meningkatkan kualitas kontrak jasa pemeliharaan fasilitas lepas pantai.
Penelitian dilakukan dengan metode observasi lapangan, kuisioner dan wawancara tenaga ahli dan pihak penyedia jasa. Model service quality (Servqual) digunakan untuk menentukan atribut kualitas jasa dan digunakan untuk mengetahui tingkat kualias jasa dengan mengukur tingkat kesenjangan (gap) atau persepsi kualitas jasa. Klasifikasi tingkat kepentingan dan prioritas atribut kualitas dikembangkan dengan konsep importance-performance analysis yang kemudian pengembangan respon teknis terhadap prioritas atribut kualitas jasa menggunakan metode Quality Function Deployment.
Hasil penelitian menunjukkan seluruh atribut kualitas jasa masih belum bisa memenuhi harapan konsumen, berurutan dimensi dan kesenjangannya adalah dimensi keandalan (-0,770), dimensi berwujud (-0,739), dimensi empati (-0,654), dimensi responsif (-0,603) dan dimensi jaminan (-0,577). Sedangkan tiga prioritas respon teknis untuk peningkatan kualitas adalah kontraktor memiliki teknisi sendiri (19,9%), dipimpin oleh manajer proyek yang kompeten (17,4%) dan Memiliki tenaga ahli pemeliharaan atau maintenance specialist (12,1%).
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PT. X is one of the national oil and gas companies whose mission is to maximize the potential of oil and gas with safe and reliable operational activities where maintenance operations supported by maintenance provider. In the implementation of the facility maintenance service contract, many obstacles are encountered in terms of service quality. Monitoring and supervision of contract performance is carried out with the guidance of the Contractor Safety Management System (CSMS) which focuses a lot on aspects of Health, Safety, Security and Environment (HSSE) and is not sufficient to be used as a measure of the quality of maintenance services in terms of operational and technical quality. Maintenance service quality attributes that focus on operational and technical matters are needed in an effort to improve the quality of offshore facility maintenance service contracts.
The research was conducted by using field observation methods, questionnaires and interviews with internal experts and service providers. The service quality (Servqual) model is used to determine service quality attributes and is used to determine the level of service quality by measuring the level of gaps or perceived service quality. The classification of importance level and quality performance attribute is developed with the concept of Importance-Performance Analysis which then develops a technical response to the priority of service quality attributes using the Quality Function Deployment method.
The results showed that all service quality attributes still could not meet end user or consumer expectation, the dimensions and gaps in order were the reliability (-0.770), tangible (-0.739), empathy (-0.654), responsiveness (-0.603) and assurance (-0,577). Meanwhile, the three priorities for technical response for quality improvement are that the contractor has its own technician (19.9%), led by a competent project manager (17.4%) and has a maintenance specialist (12.1%).
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | kualitas jasa, lepas pantai, pemeliharaan, maintenance, offshore, service quality, quality function deployment |
| Subjects: | T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
| Divisions: | Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis |
| Depositing User: | Achmad Nanang Zulfikar |
| Date Deposited: | 03 Jun 2021 02:51 |
| Last Modified: | 03 Jun 2021 02:51 |
| URI: | http://repository.its.ac.id/id/eprint/84237 |
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