benchmarking product service system of - SGU Repository

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BENCHMARKING PRODUCT SERVICE SYSTEM OF GENERATOR SET DISTRIBUTORS

By

Venny Violetta Tiurindah 11212013

BACHELOR‘S DEGREE in

INDUSTRIAL ENGINEERING

FACULTY OF ENGINEERING AND INFORMATION TECHNOLOGY

SWISS GERMAN UNIVERSITY EduTown BSD City

Tangerang 15339 Indonesia

August 2016

Revision after the Thesis Defense on 18^th July 2016

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BENCHMARKING PRODUCT SERVICE SYSTEM OF Page 2 of 158 GENERATOR SET DISTRIBUTORS

Venny Violetta Tiurindah STATEMENT BY THE AUTHOR

I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.

Venny Violetta Tiurindah

____________________________________________

Student Date

Approved by:

Dr. Tanika Dewi Sofianti, S.T, M.T.

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Thesis Advisor Date

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Venny Violetta Tiurindah Dr. Ir. Gembong Baskoro, M. Sc.

____________________________________________

Dean Date

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Venny Violetta Tiurindah ABSTRACT

BENCHMARKING PRODUCT SERVICE SYSTEM OF GENERATOR SET DISTRIBUTORS

By

Venny Violetta Tiurindah Dr. Tanika Dewi Sofianti, S.T, M.T.

SWISS GERMAN UNIVERSITY

Power generation is an industry which is essential to sustain daily life. It makes a tight competition between generator set distributors. An improvement in product service system of the distributors is necessary to survive the competition. The purpose of this research is to develop tools to benchmark the Product Service System of generator set distributors. This benchmarking aims for identifying the gaps between one product with other competitors‘ products. The methodology of conducting this research is by using Product Service System Board to visualize the current Product Service System of a generator set distributor, adopting PPIAF framework for assessing product performance and SERVQUAL framework for assessing service quality, and using AHP as weighting method. The survey leads to the idea of the improvement of current Product Service System of a generator set distributor. This research needs further studies in more detailed measures weighting and the implementation of Product Service System Board in assessing service quality.

Keywords: Product Service System, Product Service System Board, Generator Set, Analytic Hierarchy Process.

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Venny Violetta Tiurindah DEDICATION

To my parents, Guntur and Susy, for their endless love and support To my partner, Livano, for his support and companion

To my advisor, Mrs. Tanika, for her understanding and excellent guidance To Reza, Chris, and Jensen for making this thesis possible

And to anyone who might benefit from this thesis

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Venny Violetta Tiurindah ACKNOWLEDGEMENTS

First of all, I express my greatest gratitude toward my parents who support me financially, physically, and mentally through the whole journey of this bachelor thesis.

Without them, I would have been not able to finish this project.

I would like to express my gratitude to my dearest advisor, Dr. Tanika D. Sofianti, who patiently guided me and corrected me when I was wrong. She was also very understanding about my lack of timeliness in doing this thesis while kept pushing me to graduate this year. Not to mention her excellent way of guiding me through all details regarding this project.

I also would like to thank Mr. Bobby Roring for giving me the opportunity to conduct the project in PT. XYZ. He has been very patient in providing data and making time for my research.

And finally, to all my friends in Industrial Engineering batch 2012 who helped making this thesis possible.

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Venny Violetta Tiurindah TABLE OF CONTENTS

Content Page

STATEMENT BY THE AUTHOR ... 2

ABSTRACT ... 4

DEDICATION ... 6

ACKNOWLEDGEMENTS ... 7

LIST OF FIGURES ... 11

LIST OF TABLES ... 12

CHAPTER 1 – INTRODUCTION ... 14

1.1. Background ... 14

1.2. Research Problem ... 15

1.3. Research Objectives ... 15

1.4. Research Question ... 16

1.5. Significance Study ... 16

CHAPTER 2 - LITERATURE REVIEW ... 17

2.1. Generator Set ... 17

2.1.1.Landfill Gas as A Renewable Energy ... 17

2.2. PSS ... 18

2.2.1.Benefits of PSS Business Models Implementation ... 18

2.2.2.Business Process ... 20

2.2.3.Business Process of Distributors ... 20

2.2.4. PSS Board as a Visualizing Tools ... 21

2.2.4.1. PSS Board Utilization by Evaluating and Improving PSS ... 23

2.3. AHP ... 23

2.3.1. AHP as Decision-Making Tool ... 23

2.4 SERVQUAL ... 25

2.5. PPIAF Benchmarking Framework ... 25

CHAPTER 3 – RESEARCH METHODS ... 26

3.1. Introduction ... 26

3.2. Thesis Methodology ... 26

3.3. Business Process Mapping ... 27

3.3.1. Level 0 ... 27

3.3.2. Level 1 ... 28

3.3.3. Level 2 ... 29

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3.3.3.1. Project Preparation ... 29

3.3.3.2. Project Commissioning ... 30

3.3.3.3 Maintenance ... 31

3.3.3.4 Project Termination ... 32

3.4 PSS Board Construction ... 33

3.5 Measurement Framework ... 37

3.5.1. Product Benchmarking Framework ... 38

3.5.2. Service Benchmarking Framework ... 45

3.5.3. Product-Service Benchmarking Framework ... 66

3.6. Preliminary Questionnaire ... 70

3.6.1. Product-Service Benchmarking Preliminary Questionnaire ... 70

3.7. AHP ... 80

3.7.1. AHP Methodology ... 80

CHAPTER 4 – DATA ANALYSIS ... 83

4.1. Tools Development ... 83

4.2. Questionnaire Validation ... 84

4.2.1. Focus Group Discussion ... 84

4.3. Weighting ... 92

4.3.1. Pairwise Comparisons ... 93

4.3.2. Reciprocal Matrix ... 94

4.3.3. Priority Vector ... 95

4.3.4. Data Validation ... 97

4.3.5. Relative Weights ... 98

CHAPTER 5 – CASE STUDY ... 100

5.1. Introduction ... 100

5.2. Jenbacher Natural Gas Generator Set ... 100

5.3. Caterpillar Natural Gas Generator Set ... 101

5.4. Caterpillar Diesel Generator Set ... 101

5.5. Respondent Profile ... 102

5.6. Benchmarking Scores ... 104

5.7. Results and Analysis ... 114

CHAPTER 6 – CONCLUSIONS AND RECOMMENDATIONS ... 121

6.1. Conclusions ... 121

6.2. Recommendations ... 123

GLOSSARY ... 130

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REFERENCES ... 131

APPENDIX A ... 133

A.1. Questionnaire : Criteria Weighting ... 134

APPENDIX B ... 136

B.1. Questionnaire : Pairwise Comparison ... 137

APPENDIX C ... 139

C.1. Questionnaire : Performance Assessment ... 140

APPENDIX D ... 146

D.1. Level 0 Business Process ... 147

D.2. Level 1 Business Process ... 148

D.3. Level 2 Business Process : Project Preparation ... 149

D.4. Level 2 Business Process : Project Commissioning ... 150

D.5. Level 2 Business Process : Maintenance ... 151

D.6. Level 2 Business Process : Project Termination ... 152

APPENDIX E ... 153

E.1. Contact Report ... 154

CURRICULUM VITAE ... 158