Case Study 21 / 27Market Research / Customer Experience / Corporate Strategy & Governance

Waskita Customer Satisfaction Market Research & Vendor Performance Analytics

Co-authored the Customer Satisfaction Survey 2021 report, translating findings into executive reports for the BOD.

Problem

Waskita's CSI dropped (8.13 to 7.79); leadership lacked visibility into gaps against benchmarks.

Solution

Co-authored the Customer Satisfaction Survey 2021 report, translating findings into executive reports for the BOD.

Impact

Pinpointed gaps (cost-to-value, schedule, quality) and formulated responses (LPS, Design-to-Value).

A Executive Summary

Overview

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Project No.

22

Client / Org

PT. Waskita Karya (Persero) Tbk

Role

Co-Author

Year

2022

Location

Research & Innovation Dept.

Discipline

Research & Strategy

As co-author in Waskita's R&I Department, I reviewed vendor surveys, delivering diagnostics to the BOD (Doc WSKT-CO-ENG-B-RP-0014-R0).

Overview — Project Exhibits1 image · add up to 22.12

Waskita Customer Satisfaction Market Research & Vendor Performance Analytics — exhibit 22.1 — PT. Waskita Karya (Persero) Tbk · 2022 · Exhibit 22.1

B Outcomes

Strategic Business Impact

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01

CSI Decline Diagnosis

Analyzed the drop from 8.13 to 7.79 across segments (Government, BUMN, Private).

02

Gap Analysis & Competitor Benchmarking

Largest gaps: Cost-to-Value (0.62), Schedule (0.59), Quality (0.35).

03

Targeted Engineering Remediation

Linked pain points to solutions—LPS and Design-to-Value.

C Delivery

End-to-End Ownership & Technical Execution

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01

Vendor Research Monitoring

Oversaw research across client segments (RSUP Kandou, Hutama Karya).

02

Executive Reporting

Documentation reviewed by the Strategic Marketing Manager and SVP Engineering.

03

Strategic Alignment

Briefings establishing drivers to reach the target CSI of 8.0.

Market ResearchCSIGap AnalysisBenchmarkingCorporate Strategy

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Waskita Customer Satisfaction Market Research & Vendor Performance Analytics

Overview

Strategic Business Impact

CSI Decline Diagnosis

Gap Analysis & Competitor Benchmarking

Targeted Engineering Remediation

End-to-End Ownership & Technical Execution

Vendor Research Monitoring

Executive Reporting

Strategic Alignment

Waskita Research & Innovation Requirement Analysis & Strategic TOWS Matrix

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