ABSTRACT

LEGOWO DWI KARTIKO, KRESNO, Trisakti Uiversity, September 2010,” Application of QFD and Serqual approach in improving the service quality of Ram Type Blow Out Preventer repairs by PT. Bernamas Multilaksana Cipta “.

Major Advisor : Prof. Dr. Syamsir Abduh

The background of this research was one of the product of PT Bernamas Multilaksana Cipta is the repair services of Ram Type Blow Out Preventer, the properness of the Blow Out Preventer use in drilling rig is regulated by SILO license from Directorate General of Oil & Gas Republic of Indonesia.

The objective of this research is to identify services attributes in repairing Ram Type Blow Out Preventer and to measure level of satisfaction & importance of PT Bernamas Multilaksana Cipta customers in the repair of Type Blow Out Preventer. Thus, by application of Quality Function Deployment this research interprets voice of customers and technical characteristic to produce service quality enhancement strategy.

The design of this research applies to assist management of PT Bernamas Multilaksana Cipta in regards to enhancing the service quality of Blow Out Preventer repairs. It is identified by this research according to the five dimensions of sev Qual there were problem or gap presented such as; quality after repair in which includes hydraulic chamber, seal test, well bore test and shell test per specification API 16A. The said problems can cause disappointment on customers point thus, made assumption that company cannot perform the repair as expected.

Data analysis used in this research was SevQual method and Quality Function Deployment to develop and plan service quality improvement that emphasizes on customer satisfaction. Quality Function Deployment process begins with identification of customer needs in which produced the technical characteristics. The satisfaction and importance matrix is used to distinguish the what is the customer needs in regards to the five dimensions of ServQual.

The result of this research identified three main attributes customers needs in which urgently needed quality performance improvement and 22 technical characteristic which are prioritized in regards to the three main attributes of customer needs. Relative importance level indicates 9,36 % to attribute technical characteristic; that is improvement on supervision, training and evaluation to personnel of repair department. Thus, becomes priority technical characteristic in improving the customer service to all attribute customer needs followed by recalibration of existing measuring equipment continually and 3rd party inspector appointed with certification ISO % IADC in regards to test procedure Spec. 16A. 23