Performance criteria development of maintenance service provider using case study approach analysis

Singgih, Moses Laksono; Dalulia, Primahasmi

doi:10.1109/icimece.2016.7910427

Cited by 2 publications

(5 citation statements)

References 13 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Therefore, this study has fulfilled the necessity of creating a performance measurement model to assess maintenance service providers in hospitals. Singgih & Dalulia (2016) developed 14 criteria to assess maintenance service provider performance. The 14 criteria have been stated in Table 1 below.…”

Section: Research Methods 31 Performance Criteriamentioning

confidence: 99%

“…In Indonesia, the performance measurement of outsourced maintenance generally has not been conducted by the service user, that is, a hospital. The performance criteria were obtained from Cruz et al (2013), Almeida (2005), Almeida (2007), Liou & Chuang (2010) and Singgih & Dalulia (2016). However, Cruz et al's (2013) research focused on the correlation of each criterion to delivery service, where there is no interest level preference in relation to the weighting form of the criteria.…”

Section: Literature Reviewmentioning

confidence: 99%

“…This research is restricted only for maintenance service provider for ICU equipment. The criteria were developed in the previous research study conducted by Singgih & Dalulia (2016). From the set of criteria has been established, these criteria were classified according to the level of importance using the Kano method.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Performance model development for assessing maintenance service providers using the Kano model

Singgih¹,

Karningsih²,

Suef³

et al. 2018

JBRMR

Self Cite

View full text Add to dashboard Cite

Outsourcing is delegating partial or total business functions to other companies in conjunction with administrative and operational activities. One of the industries that implements outsourcing in its maintenance activity is the healthcare industry. An Intensive Care Unit (ICU) is part of a hospital which is very vital, so that it requires medical equipment with high availability and reliability. The aim of this research is to develop a performance model to use to assess the performance of medical equipment or the used maintenance outsourcing service providers. Developing the performance model involves 14 criteria. The 14 criteria were clustered by the Kano Model to obtain the importance of each criteria. . Kano was used to identify the criteria within the dimension of basic requirements and special requirements. DEMATEL was employed to identify the connection between criteria and ANP in order to provide the integrity of the criteria. The three criteria with the highest integrity rating were the technicians' capability by the rate of integrity that reached 0.256881, the aptitude of providing diagnosis by the rate of integrity that reached 0.222181, and the flexibility by the rate of integrity that reached 0.175684. Two criteria which had a rate of integrity of 0 and were considered as therefore having the lowest integrity rate were the criteria of charges and dependability respectively.

show abstract

Section: Research Methods 31 Performance Criteriamentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Performance model development for assessing maintenance service providers using the Kano model

Singgih¹,

Karningsih²,

Suef³

et al. 2018

JBRMR

Self Cite

View full text Add to dashboard Cite

show abstract

“…Then, the list of criteria was grouped into similar criteria (Almeida, 2005;2007). Service quality is defined as the degree of error that occurs when a repair has been carried out, the expected condition of the equipment, and average customer satisfaction (Almeida, 2005;Almeida, 2007;Singgih & Dalulia, 2016). Therefore, service quality can be understood to have a comprehensive meaning, which refers to the level of customer satisfaction with the services of the maintenance outsourcing provider that can be identified by the degree of error when the maintenance activities have been carried out.…”

Section: Criteria Developmentmentioning

confidence: 99%

“…The performance criteria were obtained from a study with several references (Almeida, 2005;Almeida, 2007;Lee et al, 2011;Yildiz &Demirel, 2014, Singgih andDalulia (2016)). However, Yildiz and Demirel, (2014) focused their research on the correlation of each criterion against the delivery of the service, and there was no stated preference level of interest in the form of the weighting of those criteria.…”

Section: Research Positionmentioning

confidence: 99%

Performance Modelling for Maintenance Outsourcing Providers based on the Kano Model

Singgih¹,

Dalulia²,

Suef³

et al. 2018

IJTech

Self Cite

View full text Add to dashboard Cite

Usually, maintenance activities are carried out by the maintenance department in a company, but now, some companies are outsourcing their maintenance activities. Outsourcing is the delegation of business functions to another company. The advantages of outsourcing include enabling a company to focus on its core business by outsourcing support activities, and changing fixed costs to variable costs. The aim of this research is to develop a multi-criteria performance measurement to assess the performance of maintenance outsourcing providers. Several previous studies have identified suitable performance criteria for maintenance outsourcing providers. However, those studies did not classify the criteria for achieving the desired level of performance. To address these shortcomings, this research has classified the criteria based on the Kano criteria. The criteria are: basic, one-dimensional, indifferent, reverse, and attractive. A managed case study analysis was performed at five Class B private hospitals in East Java to better understand the criteria in terms of the needs of a real hospital maintenance department. Previous research studies focused on understanding the relationship between each criterion and the associated level of performance, whereas the current research has focused instead on the relationship links between the criteria and the weighting of each criterion using DEMATEL-ANP. The outcome of this study is a simple instrument that can be directly used to evaluate the performance of maintenance outsourcing providers.

show abstract

Performance criteria development of maintenance service provider using case study approach analysis

Cited by 2 publications

References 13 publications

Performance model development for assessing maintenance service providers using the Kano model

Performance model development for assessing maintenance service providers using the Kano model

Performance Modelling for Maintenance Outsourcing Providers based on the Kano Model

Contact Info

Product

Resources

About