With increasing market competition, it is not sufficient for organizations to rely solely on continuous improvement in order to maintain and develop their competitive edge. There is a need to begin a strategic move towards innovation. This paper proposes an integrated approach involving SERVQUAL, Kano’s model, and quality function deployment. The approach aims to help organizations to evaluate customer satisfaction, to guide improvement efforts in strengthening their weak attributes, and to expedite the development of innovative services through the identification of attractive attributes and embedding them into future services. A case study is presented to evaluate the image of Singapore from the Indonesian tourists’ perspective. Several strong and weak attributes of Singapore tourism were identified and analyzed. Strategies to improve the weak attributes were identified.

This research assessed the usefulness of integrating Kano’s model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer satisfaction, and to assist in innovative product/service development through the identification of attributes that are attractive to the customer. A case study is presented to evaluate the image of Singapore from the perspective of tourists from Indonesia. The attributes of Singapore as a tourist destination were analysed. Key strengths and weaknesses were determined. Change strategies and implications that surfaced from the integrated model were discussed.

When Covid-19 emerged in Indonesia in early 2020, students had to learn from home to prevent the spread of the virus. The changing activity could effect on physical and mental health caused by student’s behavior during learning from home. Survey showed that 84% students of Industrial Engineering, Mulawarman University used smartphone while learning from home. Therefore, this study aimed to identify students’ behavior, to measure physical (i.e., musculoskeletal and visual fatique) and mental health (i.e., stress and smartphone addiction) problems that occurred when they were learning from home, as well as to suggest ergonomic recommendation for reducing the negative effects. At the time of the study, they were 155 students studied in the IE department and a total of 134 (86.45%) participated in the online survey. Musculoskeletal disorder was assessed using Nordic Body Map and visual fatique was evaluated using symptoms that were reported on previous studies. Additionally, Smartphone Addiction Scale (SAS) and Perceived Stress Scale (PSS) were administered to identify smartphone addiction tendency and stress level respectively. The results showed that MSD occurred in left and right shoulder (95%), followed by upper neck (82.14%) and back (72.62%). 86% of participants experienced visual fatique with headache (71.55%), ache eye (68%) and dry eye (60.34%) symptoms. Subsequently, this survey revealed that 35% of the participants addicted to smartphone and 68.66% experienced moderate level of stress. To alleviate these physical problems, several ergonomic recommendations were proposed i.e., supporting the arm that holding the smartphone with the other hand, practicing the 20-20-20 rule and applying stop, drop and flop slogan. Moreover, cooperation among parents, students and lecturers was needed to create conducive learning environment so as the mental health problems could be minimized.

Pabrik Tahu Pak Kasimin merupakan salah satu industri tahu yang memproduksi tahu mentah dan tahu goreng. Pabrik yang berlokasi di Kelurahan Selili Kota Samarinda ini telah beroperasi sejak tahun 30 lalu dengan target produksi perharinya yaitu 150 kg tahu. Target produksi yang cukup besar ini menimbulkan berbagai keluhan oleh pekerjanya, salah satunya yaitu keluhan musculoskeletal disorders pada saat melakukan proses produksi tahu. Penelitian ini bertujuan untuk memberikan usulan perbaikan terhadap postur kerja pada Pabrik Tahu Pak Kasimin. Metode yang diterapkan pada penelitian ini yaitu IDEAS Framework sebagai kerangka utama penelitian, metode BRIEF Survey untuk mengevaluasi postur kerja, dan kuisioner Nordic Body Map untuk mengidentifikasi keluhan musculoskeletal disorders. Hasil evaluasi yang dilakukan menggunakan BRIEF Survey didapatkan bahwa pada postur kerja aktivitas penyaringan bubur kedelai memiliki skor rata-rata 3 (risiko tinggi) dan penyusunan kayu bakar juga memiliki skor rata-rata 3 (risiko tinggi) sehingga perlunya dilakukan perbaikan pada stasiun kerja tersebut.

Jaya Makmur adalah usaha reparasi dan jual beli suku cadang alat berat bekas. Bengkel ini memiliki luas sekitar 400 m2 dengan ruang kerja yang terbatas dikarenakan banyaknya material seperti mesin, alat maupun produk jadi yang berserakan. Saat melakukan aktivitas kerja, seringkali ditemukan pekerja yang tidak menggunakan Alat Pelindung Diri (APD) dengan lengkap. Hal tersebut mengakibatkan kecelakaan kerja kecil terjadi hampir setiap hari. Dikarenakan banyaknya potensi bahaya pada aktivitas kerja yang terjadi di CV. Jaya Makmur, maka analisis risiko yang berkaitan dengan K3 perlu dilakukan untuk mengendalikan potensi bahaya tersebut. Penelitian ini bertujuan untuk mengidentifikasi potensi bahaya, menilai risiko, dan mengendalikan risiko yang terdapat di CV. Jaya Makmur menggunakan metode HIRARC. Berdasarkan hasil observasi, kuesioner, dan wawancara dengan seorang pemilik bengkel dan tinga orang pekerja, maka didapatkan 18 potensi bahaya. Terdapat pula 12 risiko level rendah, dan 22 risiko level sedang. Pengendalian risiko yang dilakukan di CV. Jaya Makmur antara lain rekayasa teknis berupa pemasangan pembatas antara sumber bahaya dan pekerja. Kemudian, pengendalian administratif berupa perubahan prosedur kerja, melakukan pengawasan dan teguran, memberikan pelatihan kepada pekerja mengenai pentingnya K3 di tempat kerja, serta membuat jadwal dan melakukan maintenance berkala terhadap peralatan kerja. Selain itu, pekerja diharuskan untuk menggunakan alat pelindung diri seperti pakaian kerja, face shield, kacamata safety, sarung tangan, safety helmet, masker, safety shoes, serta earmuff saat bekerja.