This document summarizes a research paper on improving the service quality of repairs for Ram Type Blow Out Preventers by PT. Bernamas Multilaksana Cipta. The research identifies important customer service attributes and measures customer satisfaction levels. It then uses Quality Function Deployment to interpret customer needs and technical characteristics to develop a service quality enhancement strategy. Key findings include identifying gaps in repair quality assurance testing and the need to prioritize improving personnel supervision, training and evaluation, as well as continual recalibration of measurement equipment.

1. 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.
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