IMPLEMENTATION OF PDCA METHOD TO MINIMIZE THE CUSTOMER COMPLAINTS ON MAINTENANCE AT PT AIR LIQUIDE INDONESIA

Abstract

PT. Air Liquide Indonesia provides a service namely corrective maintenance for every customer. There was an increasing corrective maintenance rate of 35% with an increase of 9 cases from January-March 2023. If these increases continue to occur, it will result in unexpected expenses and reduce customer trust. The objective of this study is to identify the root causes of corrective maintenance cases and develop effective strategies to reduce such occurrences and ultimately improve equipment reliability, operational efficiency, and customer satisfaction. This increasing occurred and three common problems were seen, namely reduction popping at PSV metering station, leak from top and bottom valve, and pressure building tank leak. These three problems become parameters for analysis of causes and consequences. This research uses the PDCA method by four stages of PDCA. The implemented improvements are spare part check with check sheet of spare parts and additional note for Work Instructions of shutoff valve. The result of the improvement is 17% reduction of customer complaints or corrective maintenance cases. With there is no repeating in three common problems, except in pressure building tank leak has one case after implementation of improvement. By this research, PT Air Liquide Indonesia saved the cost of IDR 29,720,376 in April 2023.