Proceedings of the 8th Mechanical and Industrial Engineering Symposium (MIE 2025)

<Previous Article In Volume
Next Article In Volume>

Improving Customer Profitability Analysis Dashboard Usability Using Quality Function Deployment with PIECES and IPA Framework: a Case Study at Bank Rakyat Indonesia

Authors
Rieki Trisno Sipoetra1, *, Moses Laksono Singgih2
1Institut Teknologi Sepuluh Nopember, Interdisciplinary School of Management Technology, 60264, Surabaya, Indonesia
2Institut Teknologi Sepuluh Nopember, Department of Industrial Engineering, 60111, Surabaya, Indonesia
*Corresponding author. Email: rieki.sipoetra@gmail.com
Corresponding Author
Rieki Trisno Sipoetra
Available Online 24 May 2026.
DOI
10.2991/978-94-6239-687-6_26How to use a DOI?
Keywords
System Usability Scale; System Performance Analysis; System Feature Importance
Abstract

One of Indonesia leading financial institution, Bank Rakyat Indonesia already have a descriptive analytics and monitoring tools in form of CPA Dashboard. By the time, CPA Dashboard has already been improved several times, in which focused only on financial components. However, the system’s unique user log data shows that only about 57 percent of registered users were actively accessed the system. It is suspected that the improvement processes carried out have not yet fulfil business user needs. This research aims to break the gap between user’s experience and expectations. The user’s needs collected with PIECES framework and analyzed with the IPA framework. The result of this analysis will be created as an input of QFD model. The PIECES framework is used because of its characteristics that suitable to be implemented on banking industry system analysis, while IPA framework is chosen because of its capability to compare the system performance against user’s needs, the QFD model is used to build a structured foundation of continuous improvement process. All and all, the resulting output of this research could be used as a development business requirement document for the upcoming improvement iteration journey to elevate the usage of CPA Dashboard.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

<Previous Article In Volume
Next Article In Volume>
Volume Title
Proceedings of the 8th Mechanical and Industrial Engineering Symposium (MIE 2025)
Series
Atlantis Highlights in Engineering
Publication Date
24 May 2026
ISBN
978-94-6239-687-6
ISSN
2589-4943
DOI
10.2991/978-94-6239-687-6_26How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Rieki Trisno Sipoetra
AU  - Moses Laksono Singgih
PY  - 2026
DA  - 2026/05/24
TI  - Improving Customer Profitability Analysis Dashboard Usability Using Quality Function Deployment with PIECES and IPA Framework: a Case Study at Bank Rakyat Indonesia
BT  - Proceedings of the 8th Mechanical and Industrial Engineering Symposium (MIE 2025)
PB  - Atlantis Press
SP  - 365
EP  - 386
SN  - 2589-4943
UR  - https://doi.org/10.2991/978-94-6239-687-6_26
DO  - 10.2991/978-94-6239-687-6_26
ID  - Sipoetra2026
ER  -