Measuring total productive maintenance success: a new industrial evaluation using fuzzy SERVQUAL

Abstract

In today's competitive business landscape, maintaining market position and customer satisfaction relies on high-quality equipment maintenance. Total Productive Maintenance (TPM) is a popular method for optimizing internal efficiency. However, despite its popularity, companies still face challenges in implementing TPM. This study proposes a comprehensive evaluation model combining SERVQUAL and fuzzy set theory (Fuzzy SERVQUAL) to assess TPM implementation and identify obstacles for focused strategies. The results demonstrated that the level of implementation within the Moroccan industrial sector ranges from 3 to 4, as per the Classic SERVQUAL, showing a minimum level between 2 and 3 and a maximum level between 4 and 5 based on the nuanced analysis of Fuzzy SERVQUAL. The success of TPM implementation in the industrial sector is largely attributed to the human element, which includes prioritizing employee attention, enhancing skills, and which involves prioritizing employee attention, skill enhancement, and active involvement in decision-making processes.