Impact of Service Engineer Development to Improve Quality of Technical Service Information Report of Heavy Equipment Failure

Abstract

Heavy equipment is a capital good, high performance and reasonable costs are highly demanded. Repetitive technical problem as equipment failure will decrease performance and increase cost. It is not only fixed but needs to be analyzed and reported to get a final solution. Main problem of low-quality score of Technical Service Information (TSI) report cannot provide data and information for failure analysis to find root causes, determining conclusions, and recommending the final solution.  This study aims to improve the quality score of Technical Service Information report. Standardization of documents to capture and record failure data in the field and TSI report guidance was developed referred to problems existed and manufacture standardization. Transfer of learning on standardization and guidance used a learning framework 70:20:10. Comparative analysis of the TSI quality score before and after this study became a measure of the impact on this development. The result of this study is the development of Service Engineers with a 70:20:10 pattern, on standardization of TSI Report and capturing field failure data has a good impact in increased quality score of the TSI report Service Engineer. The quantity of qualified report was also significantly improved from 32% to 92%.