Analisis Kesesuaian dan Gap Manajemen Proyek Aplikasi CRM pada Lingkungan Railway Berdasarkan PMBOK 6

Abstract

The development of Customer Relationship Management (CRM) applications in the railway sector involves high complexity due to critical operational requirements, multi-stakeholder coordination, and integration with various supporting information systems. These conditions require structured and standardized project management practices to ensure project success. This study analyzes the gap between existing project management practices and the PMBOK 6th Edition standard during the development of a Customer Relationship Management (CRM) application for an Indonesian railway company. Utilizing a qualitative case study approach with document-based analysis, the research mapped project artifacts across six key PMBOK knowledge areas. While the findings reveal partial alignment in project integration and schedule management, significant gaps were identified in formal risk management, structured stakeholder engagement, and comprehensive communication documentation. To address these deficiencies, the study recommends strengthening process standardization, improving documentation practices, and implementing regular project evaluations to better align complex railway CRM projects with PMBOK 6 standards.