Vol 22, No 2 (2018) > Industrial Engineering >

Benchmarking Product Service System of Generator Set Distributors

Venny Violetta Tiurindah 1 , Tanika Dewi Sofianti 1

Affiliations:

  1. Industrial Engineering, Swiss German University, The Prominence Tower, Alam Sutera, Tangerang 15143, Indonesia

 

Abstract: 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
Published at: Vol 22, No 2 (2018) pages: 91-108
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