ENHANCING PREVENTIVE MAINTENANCE PACKAGE PERFORMANCE USING DMAIC TO INCREASE AFTER SALES SERVICE PT XYZ SURABAYA BRANCH

Abstract

PT XYZ has an after sales service are Preventive Maintenance Program. Whereas there are 244 units with after-sales service Preventive Maintenance Package support scheme. The performance preventive maintenance package is average 74% low from target 94%, This study uses the DMAIC method to find the root of the problem of not achieving and how to make solutions in solving these problems. There are three main root problems, namely the unavailability of preventive maintenance package spare part stock, there is no mechanical allocation for preventive maintenance package and units that continue to operate. The solution to the problem is create a master planning template with hours meter calculation, create Standard recommended part list Periodic Service as model unit, create a Scheduling sheet, create service level Agreement with team Part, Dedicated Mechanic as schedule every month, create Business process Planning & Scheduling, Utilization of branch operation officer for inform planning service to Customer, Dedicated customer order processor for service, create system preventive maintenance package every month. The implementation results of the solution show an increase in preventive maintenance package performance in December 2023 by 100%.