Identification of Operational Performance in Service Operations through the Evaluation of Waiting Time and Technician Performance at AHASS Workshops

Abstract

This study aims to evaluate the operational performance of AHASS motorcycle service workshops, where technicians' working hours and service speed are critical to ensuring service quality and operational efficiency. The workshop performance was assessed using the Overall Equipment Effectiveness (OEE) framework, combined with the Six Big Losses approach, to identify the main sources of time loss and formulate improvement strategies. Data were collected through field observations, interviews with technicians and workshop managers, and historical service records. Technician operational data were analyzed to calculate the OEE components, namely availability, performance, and quality, while Six Big Losses analysis and a Fishbone Diagram were applied to identify the root causes of inefficiencies. The results show that OEE values ranged from 82.49% to 87.15% during the observation period, with the highest value in April, and some months remained slightly below the world-class benchmark. Although the quality component consistently remained above 99%, decreases in availability and performance were the main factors reducing overall OEE. Breakdown losses were the largest contributor to inefficiency, accounting for 267.52 hours (37.37%) of total losses, followed by reduced speed losses at 24.75% and idling and minor stoppages at 22.44%. This study extends the application of OEE and Six Big Losses from the manufacturing sector to motorcycle service operations and provides practical insights for improving technician scheduling, optimizing service workflows, and supporting continuous performance improvement in service-based industries. These findings support data-driven decision-making.