Enhancing service reliability in heavy-duty commercial vehicles industry

Abstract

Reducing breakdown lead time is a critical factor in ensuring customer productivity and sustaining competitiveness in the heavy-duty commercial vehicle (HDCV) industry. This was tackled by applying a methodology called define, measure, analyze, improve, and control (DMAIC), which stands for DMAIC. By deploying it, the breakdown lead time of an Indonesian HDCV company can be minimized. Before the initiative, the lead time was 4 days with 81.54% or 815,400 defects per million opportunities (DPMO) or less than 1 sigma with only 303 parts within target. The reduction target was 2 days as required by its customers, with 40% or 400,000 DPMO or less than 2 sigmas, with 658 parts within target. After following the methodology, the lead time was less than 2 days, meeting customer requirements with 31.2% or 312,000 DPMO, or about 2 sigmas. It shows an improved lead time, which is less than 2 days from 4 days, and a sigma level which is less than 2 sigmas from less than 1 sigma, with 908 parts within target. The study demonstrates how integrating digital applications, remanufactured spare parts, and a centralized command center significantly shortens breakdown handling.