The Design of Innovative Complaint Systems Inside University to Face Globalization

  • Titien. S. Sukamto Dian Nuswantoro University, Indonesia
  • Indra Gamayanto Dian Nuswantoro University, Indonesia
  • Sasono Wibowo Dian Nuswantoro University, Indonesia
Keywords: complaint, university, lecturer, systems, innovations


One of the most important pillars that we must address in the ASEAN Economic Community (AEC) is to develop a good management process at University in Indonesia, one of the most important part is complaint management. Complaint management should get more attention from the University, because these factors tend to bring the campus atmosphere to become more conducive and to solve some communication problems between and/or among lecturers and students. In this paper, we will proposed a complaint management framework in order to solve the problems of complaints, especially at the university level. The proposed method are adopted from complaint methods that already be used in Northumbria University, England, and Australian International College, then it will be cutomized with the management and education process, and also cultural behaviour at universities in Indonesia. This framework will help us to solve the complaint problems objectively and fairly, so that both sides can feel comfortable while running the learning/education process on campus. Furthermore, this will be linked to four important things that will result in a solution to improve service at the university level, so that all universities in Indonesia will be able to improve the complaint process more effectively and efficiently.

The Process of Complain 3 Layer