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"Penilaian kinerja pemeliharaan penting dilakukan karena pemeliharaan dianggap sebagai biaya terbesar. Pemeliharaan juga mengembalikan barang ke kinerjanya yang semula sehingga keberadaannya perlu dilakukan. Ada banyak tools dalam melakukan evaluasi terhadap kinerja pemeliharaan, salah satunya adalah dengan Maintenance Scorecard. Kombinasi antara Six Sigma dengan Maintenance Scorecard membantu menilai kinerja pemeliharaan dalam bentuk perhitungan DPMO dan sigma level serta membantu pemeliharaan agar menuju tujuan yang ingin dicapai. Six Sigma Maintenance Scorecard terbukti efektif dalam mengevaluasi kinerja pemeliharaan berdasarkan penelitian terdahulu. Six Sigma Maintenance Scorecard menggunakan Maintenance Key Performance Indicators British Standard. Terdapat 21 indikator yang relevan terhadap Perusahaan, namun hanya 9 indikator yang dimasukkan kedalam perhitungan pada penelitian ini karena keterbatasan. Hasil dari penelitian ini adalah pengukuran kinerja dengan Six Sigma Maintenance Scorecard sementara pada PT Indopelita Aircraft Services. Six Sigma Maintenance Scorecard masih bersifat sementara dikarenakan adanya indikator-indikator lain yang seharusnya turut dihitung. Selain itu, penelitian ini juga memberikan rekomendasi aspek yang perlu ditingkatkan serta saran untuk penelitian kedepannya dan PT Indopelita Aircraft Services.

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Maintenance performance assessment is important to be done because maintenance is still considered as the biggest cost. Maintenance turns thing into its best performance so it is necessary to do maintenance. There are many tools to evaluate maintenance performance, one of those is Maintenance Scorecard. Combination between Six Sigma and Maintenance Scorecard helps evaluating maintenance performance with the calculation of DPMO and sigma level. It also helps to obtain the desired purpose.

Six Sigma Maintenance Scorecard is proven to be an effective tool to evaluate maintenance performance according to previous research. Six Sigma Maintenance Scorecard uses Maintenance Key Performance Indicators British Standard. There are 21 relevant indicators to company, but only 9 of them were included in this research because of limitation.

Results are the measurement using temporary Six Sigma Maintenance Scorecard in PT Indopelita Aircraft Services. Six Sigma Maintenance Scorecard is still temporary because of there are indicators which should be included too. Furthermore, this research also gives recommendation of aspects which should be improved and suggestions for both future research and PT Indopelita Aircraft Services."

"Penelitian ini membahas mengenai pengukuran kepuasan pelanggan pada perusahaan layanan jasa konstruksi bangunan menggunakan metode Business-to-Business Service Quality (B2B Servqual). Tidak adanya pengukuran kepuasan pelanggan yang spesifik, membuat perusahaan tidak dapat mengetahui seberapa besar tingkat kepuasan pelanggan dan tidak dapat melakukan perencanaan perbaikan kualitas layanan. Oleh karena itu perlu dilakukan pengukuran kepuasan pelanggan menggunakan B2B Servqual menggunakan 10 demensi kualitas pelayanan. Kemudian hasil dari pengukuran tersebut akan di analisis lebih jauh menggunakan Importance-Performance Analysis untuk menentukan atribut yang membutuhkan prioritas perbaikan dan metode lainnya yaitu Fishbone Diagram dan Tree Diagram untuk menentukan tindakan apa saja yang dapat dilakukan perusahaan untuk peningkatan pelayanan. Hasilnya, dari dua puluh enam atribut pelayanan B2B Servqual, terdapat enam atribut pelayanan yang perlu diprioritaskan dalam upaya peningkatan kualitas layanan yaitu pelayanan terkait ketepatan waktu, kualitas, skill, kemampuan komunikasi, dan perkiraan harga. Selain itu, didapatkan juga sebanyak dua puluh satu butir rekomendasi tindakan yang dapat dilakukan perusahaan untuk perbaikan kualitas.

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This study discusses the measurement of customer satisfaction in building construction service company using the Business-to-Business Service Quality (B2B Servqual) method. In the absence of specific customer satisfaction measurements, companies cannot know the level of customer satisfaction and cannot plan to improve service quality. Therefore, it is necessary to measure customer satisfaction using B2B Servqual using 10 dimensions of service quality. Then the measurement results will be analyzed further using Importance-Performance Analysis to determine attributes that require priority improvement and other methods, Fishbone Diagrams and Tree Diagrams to determine what actions companies can take to improve services. As a result, from the twentysix attributes of Servqual's B2B services, there are six service attributes that need to be prioritized to improve service quality, these six attributes include services related to timeliness, quality, skills, communication skills, and price estimates. In addition, there are also twentyone action recommendations that companies can take to improve quality.

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"The scope of the discussion is limited to certain types of general purpose computing systems whose characteristics involve multiprogramming, multiprocessors, communication lines serving many users, and on-line terminal systems. The goal is to gain a better understanding of computing systems through the techniques of measurement and performance evaluation."

"These papers are taken from 8th Conference On Performance Measurement And Management Control 2015. The topic of this edition is contemporary issues in performance measurement and management control. This is a broad topic by design with the intent of reporting on important research and issues relevant today."