{"id":2516,"date":"2025-09-26T14:06:47","date_gmt":"2025-09-26T07:06:47","guid":{"rendered":"https:\/\/www.its.ac.id\/publikasi\/?p=2516"},"modified":"2025-09-26T14:06:47","modified_gmt":"2025-09-26T07:06:47","slug":"improvement-of-complaints-service-management-in-a-whistleblowing-system-using-house-of-quality-hoq-2","status":"publish","type":"post","link":"https:\/\/www.its.ac.id\/publikasi\/en\/2025\/09\/26\/improvement-of-complaints-service-management-in-a-whistleblowing-system-using-house-of-quality-hoq-2\/","title":{"rendered":"Improvement of Complaints Service Management in a Whistleblowing System Using House of Quality (HoQ)"},"content":{"rendered":"<section class=\"item authors\">\n<ul class=\"authors\">\n<li><span class=\"name\">Aulia Arif Shalihuddin <\/span><span class=\"affiliation\">PT PLN<\/span><\/li>\n<li><span class=\"name\">Niniek Fajar Puspita <\/span><span class=\"affiliation\">Institut Teknologi Sepuluh Nopember<\/span><\/li>\n<li><span class=\"name\">Tatang Akhmad Taufik <\/span><span class=\"affiliation\">Institut Teknologi Sepuluh Nopember<\/span><\/li>\n<\/ul>\n<\/section>\n<section class=\"item doi\">\n<h2 class=\"label\">DOI:<\/h2>\n<p><span class=\"value\"><a href=\"https:\/\/doi.org\/10.12962\/j24609463.v10i01.2069\">https:\/\/doi.org\/10.12962\/j24609463.v10i01.2069<\/a><\/span><\/p>\n<\/section>\n<section class=\"item keywords\">\n<h2 class=\"label\">Keywords:<\/h2>\n<p><span class=\"value\">Whisteblowing System, House of Quality, Management Complaint Services<\/span><\/p>\n<\/section>\n<section class=\"item abstract\">\n<h2 class=\"label\">Abstract<\/h2>\n<p>The Whistleblowing System (WBS) is considered necessary for PT PLN (Persero) to provide effective electrical services and interact with customers, employees, and stakeholders. The system identifies and manages fraudulent activities that could negatively impact companies and consumers. However, the current implementation of WBS in PT PLN (Persero) is not in line with customer expectations, as reporting is prioritized for convenience and security. This research aims to improve the quality of WBS complaint services and provide recommendations for effective WBS management proposals to maintain the independence and openness of the rapporteur. House of Quality (HoQ) is one of the methods used to establish a correlation between customer needs and service quality. After analysis and discussion, it was found that the attribute of courage to report violations is below the average value than the others attribute. Three suggestions to enhance the quality of WBS service management are standardizing WBS (based on SNI ISO 37002:2021 Whistleblowing Management System), providing a sense of security through rule-following protection, and keeping WBS applications updated with new developments.<\/p>\n<p><a href=\"https:\/\/journal.its.ac.id\/index.php\/teknobisnis\/article\/view\/2069\">PDF<\/a><\/p>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Aulia Arif Shalihuddin PT PLN Niniek Fajar Puspita Institut Teknologi Sepuluh Nopember Tatang Akhmad Taufik Institut Teknologi Sepuluh Nopember DOI: https:\/\/doi.org\/10.12962\/j24609463.v10i01.2069 Keywords: Whisteblowing System, House of Quality, Management Complaint Services Abstract The Whistleblowing System (WBS) is considered necessary for PT PLN (Persero) to provide effective electrical services and interact with customers, employees, and stakeholders. The [&hellip;]<\/p>\n","protected":false},"author":250,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_joinchat":[],"footnotes":""},"categories":[278],"tags":[],"class_list":["post-2516","post","type-post","status-publish","format-standard","hentry","category-teknobisnis-journal"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Improvement of Complaints Service Management in a Whistleblowing System Using House of Quality (HoQ) - IJC ( ITS Journal Center )<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.its.ac.id\/publikasi\/en\/2025\/09\/26\/improvement-of-complaints-service-management-in-a-whistleblowing-system-using-house-of-quality-hoq-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Improvement of Complaints Service Management in a Whistleblowing System Using House of Quality (HoQ) - IJC ( ITS Journal Center )\" \/>\n<meta property=\"og:description\" content=\"Aulia Arif Shalihuddin PT PLN Niniek Fajar Puspita Institut Teknologi Sepuluh Nopember Tatang Akhmad Taufik Institut Teknologi Sepuluh Nopember DOI: https:\/\/doi.org\/10.12962\/j24609463.v10i01.2069 Keywords: Whisteblowing System, House of Quality, Management Complaint Services Abstract The Whistleblowing System (WBS) is considered necessary for PT PLN (Persero) to provide effective electrical services and interact with customers, employees, and stakeholders. 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