ABSTRACT
Pertumbuhan persaingan perusahaan penunjang telekomunikasi yangsemakin ketat membuat perusahaan harus melakukan perbaikan dan peningkatankualitas. Perusahaan penunjang telekomunikasi harus mampu melakukan analisisfaktor yang mendukung operational excellence mereka, sehingga perusahaanmampu bersaing dengan kompetitor.Metode Quality Function Deployment (QFD) digunakan untuk mengetahuikeinginan pelanggan dan tindakan yang harus diambil perusahaan untuk memenuhikeinginan pelanggan, faktor teknis keluaran QFD kemudian dilakukan analisisfaktor resiko kegagalan, efek dan cara pengendalian dengan metode Failure Modeand Effect Analysis (FMEA) sehingga perusahaan mampu melakukan maintenancedan melakukan operasional secara optimum.Penelitian ini menghasilkan analisi faktor yang mendukung operationalexcellence pada perusahaan pengadaan barang/jasa penunjang telekomuniksibahwa terdapat empat faktor teknis yang memiliki peluang kegagalan yang besardan perlu dilakukan perhatian lebih yaitu: Faktor teknis beradaptasi pada tren barudalam strategi operasional dan pemeliharaan, Faktor teknis redesign process bisnis(business processes redesign), Faktor teknis sinkronkan design dengan strategi, danFaktor teknis membangun Leaders yang tepat dan mampu.

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ABSTRACT
The growing of fierce competition between telecommunication-supportingcompanies has massively affected these companies in a way that these companieshave to keep improving and increasing their qualities. telecommunicationsupportingcompanies should be able to do the analysis of the factors that supporttheir operational excellence, so that the company will be able to compete with itscompetitors.Methods of Quality Function Deployment (QFD) is used to determine thecustomers demand and actions to be taken by the company to meet customerdemand. Technical factors, as output of the QFD were then analyzed using themethod of Failure Mode and Effect Analysis (FMEA) in terms of failure riskfactors, effects and how to control, therefore the companies will be able to performmaintenance and perform at its optimum operational.The study produced analysis of the factors that support operational excellencein enterprise procurement of goods/services supporting telecommunication. Themain concern are the four technical factors with the greatest probability of failure,which are technical factors to adapt to new trends in operational and maintenancestrategies, technical factors business processes redesign, technical factors sync withthe strategy design, and technical factors leaders establish appropriate and capable