The Effect of Increasing Mechanic Competence via Competence-Based Curriculum on Product Support Performance in Leading Indonesian Heavy Equipment Manufacturers

Abstract

The amount of product support determines the availability and readiness of heavy equipment. Product support as after-sales service is essential for customers to ensure that the heavy equipment purchased is always ready to use and generates optimal output. Leadtime and mechanic speed in resolving equipment problems and the so-called On Time in Full Solution (OTIF Solution) impact the usability and productivity of the equipment. Product Support Performance is affected by the OTIF Solution, which in turn influences customer satisfaction. The development of mechanic competencies through competency-based training and problems in the field regarding the Special Work Competency Standards is a technique to strengthen mechanics' ability and speed to solve machine problems to achieve good OTIF Solution performance. The purpose of this study is to determine the impact of improving competence. Mechanic via product performance support training with competency-based curriculum Teaching machines carried out this study with poor OTIF Solution performance using the blended learning method and training modules. The findings revealed that once mechanics were trained, the OTIF Solution increased from the previous two years. Specifically, 89 and 88% fell short of the planned range of 90 to 93%.