Vian, Ilham Sefti (2026) Human Execution Gap Sebagai Mekanisme Sosio-Teknis Kegagalan Operasional Dalam Transformasi Digital Pada Perusahaan Service Manufacturing. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Digital transformation is often positioned as an inevitable operational strategy; however, its implementation demonstrates that the technical maturity of digital systems is not always accompanied by a corresponding improvement in operational performance. This phenomenon indicates the presence of *human–technology misalignment* at the execution level, referring to a condition in which human capacity to discipline and operate technology does not develop in alignment with the complexity of the digital systems being implemented. Previous studies have generally positioned digital transformation, human execution, and operational performance as separate variables, without explaining the *mechanism of failure* that connects them. Therefore, this study aims to analyze the causes underlying the failure to improve operational performance despite the achievement of technical maturity in digital technology, as well as to explain the phenomenon, forms, and dynamics of *human–technology misalignment* from the perspective of Socio-Technical System Theory. This study employs a single instrumental case study design (Yin, 2018) at B21 Digital Printing, a *service-manufacturing* company that has implemented digital systems but has not yet demonstrated optimal operational performance. The data are analyzed through the stages of *open coding*, *axial coding*, and *selective coding*, adapted from Corbin and Strauss (2015) as an *explanation-building* strategy rather than as a full Grounded Theory approach. Informants are purposively selected and consist of five individuals: the company owner, a customer service staff member, two production operators with contrasting performance records, and a supply chain staff member. Primary data are collected through semi-structured interviews and non-participant observation, while secondary data including organizational documents, standard operating procedures (SOPs), transaction records, and operational inventory records are used for triangulation. The credibility of the study is maintained through data source triangulation, an *audit trail* of the coding process, and reflective documentation to enhance *confirmability*. The findings are expected to generate analytical generalizations relevant to small and medium-sized *service-manufacturing* enterprises that operate internally developed digital systems and experience high employee turnover. Theoretically, this study is expected to extend Socio-Technical System Theory by integrating the micro-level dimension of human operational behavior. Practically, the study is expected to provide an analytical framework that can assist organizations in aligning digital technology investments with the readiness of human resources to execute operational processes effectively.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | B Philosophy. Psychology. Religion > BF Psychology H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD30.28 Strategic Planning H Social Sciences > HM Sociology T Technology > TS Manufactures > TS 155-194 Production Management, Operations Management |
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| Divisions: | Faculty of Economic and Business > Departement of Management | ||||||||||||
| Depositing User: | Ilham Sefti Vian | ||||||||||||
| Date Deposited: | 27 Aug 2026 07:48 | ||||||||||||
| Last Modified: | 27 Aug 2026 07:48 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59004 |
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