Peningkatan Pengelolaan Layanan Pengaduan Whistleblowing System Melalui Quality Function Deployment (QFD)

Shalihuddin, Aulia Arif (2024) Peningkatan Pengelolaan Layanan Pengaduan Whistleblowing System Melalui Quality Function Deployment (QFD). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Tata kelola Whistleblowing System (WBS) dianggap perlu oleh PT PLN (Persero) untuk memberikan layanan kelistrikan secara efektif dan berinteraksi dengan pelanggan, pegawai, dan pemangku kepentingan. Hal ini dimaksudkan karena sistem ini dapat mengidentifikasi dan mengelola contoh-contoh aktivitas kecurangan yang berpotensi memberikan dampak negatif bagi perusahaan dan konsumen. Menurut Association of Certified Fraud Examiners (ACFE), penerapan tata kelola Good Corporate Governance (GCG) merupakan sarana untuk membangun lingkungan kerja yang ditandai dengan integritas dan profesionalisme. Namun, penerapannya di PT PLN saat ini masih belum sesuai dengan harapan pelanggan dimana pelapor atau calon pelapor mendapatkan perhatian untuk kenyamanan dan keamanan dalam membuat pengaduan apabila ditemukan adanya dugaan kejadian fraud atau pelanggaran. Sehingga tujuan dari penelitian ini adalah untuk mengidentifikasi pengelolaan eksisting dan pengembangan dalam meningkatkan kualitas layanan pengaduan WBS, serta memberikan rekomendasi usulan pengelolaan WBS yang efektif agar menjaga independensi dan keterbukaan pelapor. Metodologi Quality Function Deployment (QFD) fase perencanaan produk atau House of Quality (HoQ) digunakan sebagai pendekatan untuk menetapkan korelasi antara kebutuhan pelanggan dan tingkat kualitas layanan yang diberikan. Identifikasi fenomena tersebut telah ditetapkan dengan pemeriksaan data yang diperoleh dari kuesioner yang diberikan kepada individu yang telah menggunakan WBS dan wawancara maupun diskusi dengan manajemen. Setelah dilakukan analisis dan pembahasan maka diperoleh bahwa identifikasi tata kelola eksisting masih cukup baik sesuai dengan service level agreement, namun atribut keberanian melaporkan pelanggaran jika mengetahui adanya pelanggaran masih dibawah nilai rata-rata. Pengembangan dilakukan terhadap hubungan antara customer needs (Whats) dan technical response (How’s) sehingga diperoleh 10 technical responses. Selanjutnya, terdapat tiga rekomendasi yang dapat dilakukan untuk meningkatkan kualitas pengelolaan layanan WBS dengan nilai contribution tertinggi, yakni melakukan standarisasi dalam pengelolaan WBS, memberikan rasa aman dalam bentuk perlindungan sesuai dengan regulasi yang berlaku, dan memperbaharui aplikasi WBS sesuai dengan perkembangan jaman.
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The Whistleblowing System (WBS) is considered necessary by PT PLN (Persero) to provide electrical services effectively and to interact with customers, employees, and stakeholders. This is intended because the system can identify and manage examples of fraudulent activities that could potentially have a negative impact on companies and consumers. According to the Association of Certified Fraud Examiners (ACFE), the implementation of good corporate governance (GCG) is a means of building a working environment characterized by integrity and professionalism. However, its implementation in the current PLN PT is still not in line with the expectations of customers, where the reporting or prospective reporting receives attention for convenience and security in making a complaint when there is a suspicion of fraud or breach. So, the aim of this study is to identify existing management and developments in improving the quality of WBS complaint services, as well as provide recommendations for effective WBS management proposals to maintain the independence and openness of the rapporteur. Quality Function Deployment (QFD) is a product planning phase or House of Quality (HoQ) methodology used as an approach to establishing a correlation between customer needs and the level of quality of service provided. The identification of these occurrences has been proven through data analysis from surveys administered to persons who have utilized WBS, interviews, and management conversations. Following discussions and analysis, it was discovered that while the identification of current governance still complies with the service level agreement, the bravery to report a breach when one is aware of it is still below average. Ten technical responses came forth because of the link between the whats (consumer wants) and the hows (technical responses). In addition, standardizing WBS management, offering a sense of security through rule-abiding protection, and maintaining WBS applications current with new advancements are the three recommendations that have the most potential to improve the quality of WBS service management.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Whistleblowing System, Quality Function Deployment, pengelolaan layanan pengaduan (Whistleblowing System, Quality Function Deployment, service management)
Subjects:	T Technology > T Technology (General) > T56.8 Project Management T Technology > T Technology (General) > T58.8 Productivity. Efficiency
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Aulia Arif Shalihuddin
Date Deposited:	12 Feb 2024 01:56
Last Modified:	12 Feb 2024 01:56
URI:	http://repository.its.ac.id/id/eprint/106800

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