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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.
Graphical abstract
Disclosure statement
No potential conflict of interest was reported by the author(s).
Additional information
Notes on contributors
Zineb Mouhib
Zineb Mouhib Zineb Mouhib is a PhD student at the MIS-LISTD Laboratory in the Moroccan MINES-RABAT School (ENSMR) and an integral member of the Smartilab Laboratory at the Moroccan School of Engineering Sciences of Rabat (EMSI). Armed with an engineering degree specializing in the industrial field from the same institution, Zineb is deeply immersed in researching the digitalization of Total Productive Maintenance (TPM) and Total Quality Management (TQM) in industrial companies.
Maryam Gallab
Maryam Gallab is an assistant Professor at the Computer Science Department in MINES-RABAT School (ENSMR), Morocco. She obtained a PhD in Industrial Engineering from Engineers Mohammadia School (EMI), Morocco and from Mines ParisTech School, PSL University, France. She obtained an Engineer degree from ENSA- Agadir, Morocco. Her research interests focus on Complex Industrial Systems, Modeling & Simulation, Risk Analysis, Maintenance, Industry X.0, Industry 4.0, Quality, SCM, Systems Engineering, etc.
Youssef Lamrani Alaoui
Youssef Lamrani Alaoui holds a PhD in Applied Mathematics and Computer Science, as well as an engineering degree in Finance, Actuarial Science, and Scientific Computing. Currently, he serves as an Assistant Professor at the Mohammadi School of Engineering, where he shares his expertise in various courses related to decision sciences. His teaching repertoire includes subjects such as data analysis, machine learning, and fuzzy decision making.
Safae Merzouk
Safae Merzouk is a doctor in Mechanical Engineering from the Mohammadia School of Engineers-Rabat, in the specialty: Mechanical sciences. Also, Doctor in Environmental and process Engineering from the University of Lyon 1-France, the research team: Surfaces, (bio)Interfaces, Micro and nano systems. In general, her PhD research was focused on the development of micro electro-mechanical systems to several applications (environmental and biomedicals). She is currently a research professor at the Moroccan School of Engineering Sciences -EMSI, and head of department EMP (energetics, mechanical and productive Engineering) of SmartiLab Laboratory/EMSI, she works on the part of Research, Development and Innovation, in the field of Mechanical Engineering, Civil Engineering, Renewable Energies and industrial science.
Mario Di Nardo
Mario Di Nardo attended PhD in the University of Naples Federico II and is currently adjunct Professor. His studies concern safety, maintenance and the importance of human behavior in complex industrial systems.
Brahim El Bhiri
Brahim El Bhiri is a professor of data sciences, Telecommunication and embedded systems at the Moroccan School of Engineering Sciences (EMSI). He is the director of the SMARTiLab Laboratory of research, development and Innovation. He has published more than 20 papers in international scientific journals and international conferences. He has received a number of awards, one of them a best paper award from Italy at the seventh SENSORCOMM’2013 International Conference.
Aziz Soulhi
Aziz Soulhi is currently a full professor at Mines Rabat School (ENSMR), Morocco. He obtained his PhD in 2000 from CENTRALE-LILLE School, France in Production, automation and industrial computing. He received his Diploma of Advanced Study in “Productivity” in 1997. His Research area of interest are industrial systems, Total Productive Maintenance, Fuzzy Logic, production systems.