Integration Of Compliance Management Systems And Kano Model To Improve Manufactured-Product Quality: A Case Study In Indonesian Rolling Stock Industry

Widodo, Rochmad Agung (2026) Integration Of Compliance Management Systems And Kano Model To Improve Manufactured-Product Quality: A Case Study In Indonesian Rolling Stock Industry. Doctoral thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

This study proposes a new Compliance-Customer Quality (CCQ) model that integrates compliance governance, Kano-based requirement diagnosis, and the International Railway Industry Standard (IRIS) within a single continuous improvement loop. Its core contribution is a shift from contract- and audit-centered compliance toward customer-driven compliance, whereby latent “must-have” expectations are systematically elicited and prioritized, embedded into routine compliance activities (e.g., contract review, risk review, management review, and corrective actions), and then converted into traceable and testable technical controls. The research employs a qualitative case-study design under a pragmatic orientation; evidence was analyzed through a Delphi process and further reinforced through focus group discussions with top management. Empirically, the study draws on customer complaint data from 2018-2020 in a make-to-order rolling stock manufacturer and a critical case demonstrating the gap between passing acceptance procedures and achieving reliable performance in real operational use. The results indicate that the existing compliance system remains dominated by contractual and audit requirements, so that customer satisfaction is not systematically managed across the full product lifecycle. Consequently, significant complaints persist, including major issues that disrupt operations. Integrating the Kano Model enables customer needs to be classified into must-have, performance, and attractive attributes, thereby aligning compliance priorities with customer expectations. IRIS then ensures that these priorities are operationalized as verified, traceable technical requirements and validation/testing regimes. Overall, the CCQ model strengthens accountability and audit readiness while reducing field problems, enhancing customer trust, and supporting repeat-order dynamics.
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Studi ini mengusulkan model Kepatuhan-Kualitas Pelanggan (CCQ) baru yang mengintegrasikan tata kelola kepatuhan, diagnosis persyaratan berbasis Kano, dan Standar Industri Perkeretaapian Internasional (IRIS) dalam satu siklus peningkatan berkelanjutan. Kontribusi intinya adalah pergeseran dari kepatuhan yang berpusat pada kontrak dan audit menuju kepatuhan yang didorong oleh pelanggan, di mana harapan "harus dimiliki" yang terpendam secara sistematis digali dan diprioritaskan, diintegrasikan ke dalam aktivitas kepatuhan rutin (misalnya, tinjauan kontrak, tinjauan risiko, tinjauan manajemen, dan tindakan korektif), dan kemudian diubah menjadi kontrol teknis yang dapat dilacak dan diuji. Penelitian ini menggunakan desain studi kasus kualitatif dengan orientasi pragmatis; bukti dianalisis melalui proses Delphi dan diperkuat lebih lanjut melalui diskusi kelompok fokus dengan manajemen puncak. Secara empiris, studi ini menggunakan data keluhan pelanggan dari tahun 2018-2020 di produsen kereta api yang memproduksi berdasarkan pesanan dan kasus kritis yang menunjukkan kesenjangan antara melewati prosedur penerimaan dan mencapai kinerja yang andal dalam penggunaan operasional nyata. Hasil penelitian menunjukkan bahwa sistem kepatuhan yang ada masih didominasi oleh persyaratan kontrak dan audit, sehingga kepuasan pelanggan tidak dikelola secara sistematis di seluruh siklus hidup produk. Akibatnya, keluhan yang signifikan masih terus berlanjut, termasuk masalah besar yang mengganggu operasional. Mengintegrasikan Model Kano memungkinkan kebutuhan pelanggan diklasifikasikan ke dalam atribut yang wajib dimiliki, kinerja, dan daya tarik, sehingga menyelaraskan prioritas kepatuhan dengan harapan pelanggan. IRIS kemudian memastikan bahwa prioritas ini dioperasionalkan sebagai persyaratan teknis yang terverifikasi dan dapat dilacak serta rezim validasi/pengujian. Secara keseluruhan, model CCQ memperkuat akuntabilitas dan kesiapan audit sekaligus mengurangi masalah di lapangan, meningkatkan kepercayaan pelanggan, dan mendukung dinamika pesanan berulang.

Item Type:	Thesis (Doctoral)
Uncontrolled Keywords:	Customer-driven compliance, Kano-based requirement analysis, International Railway Industry Standard (IRIS), Qualitative case study, Analisis kebutuhan berbasis Kano, Compliance-Customer Quality (CCQ), kepatuhan yang digerakkan oleh pelanggan, studi kasus kualitatif.
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations K Law > K Law (General) T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 66105-Doctor of Technology Management (DMT)
Depositing User:	Rochmad Agung Widodo
Date Deposited:	29 Jan 2026 07:12
Last Modified:	29 Jan 2026 07:12
URI:	http://repository.its.ac.id/id/eprint/131250

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