STRATEGIC APPLICATION OF CUSTOMER OPERATION IMPROVEMENT PROGRAM (COIP) FOR OPTIMIZING 125-TON EXCAVATOR PRODUCTIVITY AT PT XYZ

Abstract

Persistent productivity fluctuations in heavy equipment remain a critical challenge in the mining sector, yet studies on the application of the Customer Operation Improvement Program (COIP) within mining operations are still limited. Most prior research focuses on service and manufacturing contexts, creating a gap in understanding COIP’s potential for optimizing large-scale mining productivity. This study employs COIP utilizing the DMAIC (Define–Measure–Analyze–Improve–Control) framework to enhance the performance of 125-ton excavators at PT XYZ, operating in an open-pit coal mining environment. A qualitative-descriptive approach was adopted, supported by primary data from on-site observations, semi-structured interviews, and COIP digital scoring, as well as secondary data from performance logs and maintenance records (Aug–Dec 2024). Key interventions included operator refresher training, standardization of SOPs, predictive maintenance scheduling, and deployment of a real-time KPI dashboard. These initiatives resulted in measurable improvements—productivity increased from 413 to 505 BCM/hour, while downtime decreased from 17% to 5%. The findings demonstrate that COIP, when adapted to the mining context and supported by digital monitoring systems, can effectively stabilize equipment performance, reduce operational waste, and enhance competitiveness. This research not only addresses a clear gap in COIP applications for the mining industry but also provides a practical framework for achieving sustained operational excellence in heavy equipment-intensive sectors.