Appraisal System Of Service Quality Of Equipment Maintenance Under Outsourcing

With the emergence of service economy and further specialization of social divisions, more and more manufacturing enterprises prefer the outsourcing of equipment maintenance in order to enhance their core competence. As an important non-core activity, the service quality of equipment maintenance has great effect on the manufactures. Therefore, it is meaningful to determine the factors influencing service quality and to establish the relevant appraisal index system.Firstly, the meaning and characteristics of equipment maintenance service are defined, and the effect of service outsourcing on service supplier, manufacturer and their cooperation is also analyzed.Secondly, the relationship between manufacturer and service supplier is determined as strategic fellowship based on the study on of features of maintenance service in the several dimensions such as outsourcing period, the importance of outsourcing activity and the effect of outsourcing activity on supply chain. Furthermore, the author identified three components of service quality, namely functional quality; technical quality; and their relationship.Thirdly, each company should establish the appraisal index and tolerant area according to the actual practice. It is more reasonable to evaluate the performance of service supplier on management level and production level. The components of service quality for management level should include functional quality, technical quality and relationship, while for production only level functional quality, technical quality.At last, a relevant case study is carried out on PT Company. Suggestions on service appraisal and service control are proposed to achieve the real control of process and to enhance the service quality.