Analisis Kebutuhan Pelatihan pada Divisi Customer Service & Key Account PT XYZ Jakarta

Abstract

Penurunan skor kepuasan pelanggan di Divisi Customer Service & Key Account (CS & KA) PT XYZ Jakarta menunjukkan perlunya peningkatan pengetahuan, keterampilan, dan perilaku kerja melalui program pelatihan. Pelatihan ini dimaksudkan untuk mengatasi kesenjangan antara kompetensi yang dimiliki karyawan dengan persyaratan kompetensi jabatan di divisi tersebut. Penelitian ini bertujuan untuk mengidentifikasi komponen kompetensi, menganalisis kesenjangan antara kompetensi kerja jabatan (KKJ) dan kompetensi kerja pribadi (KKP), dan menganalisis prioritas serta rekomendasi kebutuhan pelatihan yang sesuai untuk karyawan Divisi CS & KA. Metode penentuan sampel menggunakan teknik sampling jenuh, dengan total sampel sebanyak 19 orang. Metode penelitian menggunakan metode Training Need Assessment Tools (TNA-T) dengan analisis kesenjangan KKJ - KKP. Hasil pengolahan data dilakukan menggunakan Microsoft Excel. Hasil penelitian berdasarkan analisis data menunjukkan bahwa semua jabatan pada divisi CS & KA, kecuali Jabatan Manajer CS tidak membutuhkan pelatihan. Terdapat 4 indikator kompetensi menjadi prioritas utama, dan 8 indikator kompetensi lainnya menjadi prioritas kedua yang membutuhkan pelatihan. Rekomendasi metode pelatihan untuk mengatasi kesenjangan yang ada mencakup penggunaan metode lecture/e-lecture, case studies, role playing, dan self direct learning

The decline in customer satisfaction scores in the Customer Service & Key Account (CS & KA) Division of PT XYZ Jakarta indicates the need to improve knowledge, skills, and work behavior through a training program. This training is intended to address the gap between the competencies possessed by employees and the competency requirements for the positions within the division. The purpose of this research is to identify the components of competence, analyze the gap between job competency requirements and personal work competence, and prioritize as well as recommend appropriate training needs for employees of the CS & KA Division. The sampling method used is saturated sampling technique, with a total sample of 19 people. The research methodology applies training need assessment tools (TNA T) with a KKJ-KKP gap analysis. Data processing is carried out using Microsoft Excel. The research results based on data analysis indicate that all positions in the CS & KA division, except for the CS Manager position, do not require training. Four competency indicators are identified as top priorities, and eight other competency indicators are secondary priorities that need training. The recommended training methods to address these gaps include lecture/e-lecture, case studies, role-playing, and self-directed learning