Improvement of Complaints Service Management in a Whistleblowing System Using House of Quality (HoQ)

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 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.