IMPACT OF LEVELING CUSTOMER OPERATION THROUGH OBSERVATION BASED ANALYSIS TO ENHANCE CUSTOMER PRODUCTIVITY IN LEADING INDONESIAN HEAVY EQUIPMENT COMPANY

Abstract

This thesis aims to improve customer productivity by leveling operator working method and machine working conditions in a leading Indonesian heavy equipment company. The research design is a case study of the customer’s operation management, focusing on the Komatsu PC2000 model. The thesis applied the DMAIC (Define, Measure, Analyze, Improve, and Control) methodology combined with value stream mapping, design thinking, and statistical data analysis to identify the root causes of the productivity gap, propose a customer operation improvement program, and develop a mobile app that collects and analyzes observation data of the equipment operation process. The research results show that the implementation of an operation guidebook and an observation-based approach can enhance customer operational excellence and achieve higher productivity, lower cycle time, better operator skill, and higher customer satisfaction index. The thesis also discusses the benefits and challenges of using an observation-based approach and provides recommendations for future research, such as fuel analytics and machine optimization.