Improving Quality in Service Management through Critical Key Performance Indicators in Maintenance Process: A Systematic Literature Review

Good quality of maintenance process will improve the quality of service management. Key performance indicator (KPI) in the maintenance processes are defined and applied as maintenance process' measurement. The purpose of this research is to define the critical KPI of maintenance process to impr...

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Bibliographic Details
Published inCalitatea Vol. 20; no. 173; pp. 72 - 79
Main Authors Anggradewi, Puspitasari, Aurelia, Sardjananto, Sri, Ekawati, Ardhianiswari Diah
Format Journal Article
LanguageEnglish
Published Bucharest Romanian Society for Quality Assurance 01.12.2019
Subjects
Analytic hierarchy process
Breakdowns
Business metrics
Decision making
Engineering
Keywords
Literature reviews
Maintainability
Maintenance
Maintenance management
Manufacturing
MTBF
Productivity
Quality of service
Systematic review
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Summary:Good quality of maintenance process will improve the quality of service management. Key performance indicator (KPI) in the maintenance processes are defined and applied as maintenance process' measurement. The purpose of this research is to define the critical KPI of maintenance process to improve the quality of service management. In this research, a Systematic Literature Review (SLR) is implemented from the previous studies (33 papers) related to the selection of KPI in the maintenance processes. This paper found that the most important KPI in maintenance is Availability that also becomes a leading indicator. Besides availability, there also some of KPI of maintenance such as Mean Time Between Stoppages (MTBS), Mean Time to Repair (MtTR), Overall Equipment Effectiveness (OEE), Maintainability, Safety, Mean Time Between Failure (MTBF), Reliability, Performance Rate, Quality Rate, Maintenance Time, etc. The popular method to find KPI in maintenance is based on the theories from the existing literature, AHP (Analytical Hierarchy Process), and interview the subject matter expertise in some companies.
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ISSN:1582-2559