Studi Kasus Perencanaan SDM Pada PT. Dwidaya Tour Palembang

Summary

This video discusses the human resource (HR) planning issues at PT Dwidaya Tour's Palembang branch. Established in 1967, the company faces challenges such as ineffective HR management, recruitment difficulties, and non-compliance with SOPs for employee training. Internal audits reveal issues like lack of employee performance evaluations, periodic training, and customer satisfaction assessments. Recommendations include improving recruitment processes, implementing periodic training programs, and ensuring better oversight and employee motivation through rewards. The company is urged to establish a comprehensive HR system to enhance operational effectiveness and employee satisfaction.

Takeaways

• 😀 PT Dwidaya Tour, Palembang branch, is part of one of the oldest and largest travel agencies in Indonesia, founded on July 19, 1967.
• 😀 The Palembang branch was established in 2014 at the Mall Palembang Icon, and it is led by a branch manager overseeing supervisors and staff in operations.
• 😀 The branch faces significant challenges in human resource (HR) management, with an ineffective HR function, as policies and programs are centrally controlled by the head office.
• 😀 Recruitment issues are prevalent, with a lack of applicants willing to work, hindering the process of hiring qualified staff for the branch.
• 😀 The training program for employees at the branch does not align with established standard operating procedures (SOPs), leading to inefficiencies in employee development.
• 😀 The branch lacks internal audits or dedicated positions for oversight, resulting in minimal control over internal processes, which are audited by the head office in Jakarta.
• 😀 A key audit finding is that employees who have not completed their training are being sent to the field, which is against standard practices.
• 😀 Recommendations include improving the recruitment process, scheduling regular training and development programs every six months, and ensuring the training programs align with employee needs.
• 😀 There is a need for a documented review and reporting system for training effectiveness to assess and evaluate the quality and cost of training programs.
• 😀 The branch should establish partnerships with local educational institutions or workforce providers to improve the recruitment process and ensure better staffing.
• 😀 The company does not conduct periodic evaluations of customer satisfaction after transactions, and it is recommended to document and track customer feedback for better service quality.
• 😀 There is also a lack of employee satisfaction evaluations, and it is suggested that periodic supervision and rewarding of high-performing employees be implemented to boost motivation and morale.

Q & A

What is the main issue with human resource management at PT Dwidaya Tour, Palembang branch?

The main issue is the lack of an effective HR management system, including problems with recruitment, training, employee development, and internal auditing.

Why is PT Dwidaya Tour, Palembang branch facing recruitment difficulties?

The branch is facing difficulties in attracting job applicants due to a lack of available candidates who are willing to work in the region.

What is the current state of employee training at PT Dwidaya Tour, Palembang branch?

The training process is inadequate, as employees often begin working in the field before completing the necessary training, and the training procedures do not meet the required standard operating procedures (SOP).

What recommendation is provided for improving employee training?

It is recommended that PT Dwidaya Tour implement periodic training sessions every six months, with proper scheduling and documentation to ensure effectiveness.

Why is there a need for an internal auditing role at the Palembang branch?

The branch lacks an internal auditor, which means it relies entirely on audits from the headquarters. This limits the branch’s ability to conduct independent reviews and ensure proper compliance with company policies.

How does PT Dwidaya Tour plan to address the issue of internal audits?

The recommendation is to establish an internal auditing function at the branch to enable regular internal reviews and improve oversight.

What is the status of employee performance and satisfaction evaluations at the Palembang branch?

Currently, there are no formal evaluations or surveys to assess employee performance or job satisfaction at the Palembang branch.

What recommendation is given for addressing employee satisfaction?

It is recommended to introduce periodic employee satisfaction surveys and performance reviews to assess employee needs and to create a reward system for high performers.

Why does PT Dwidaya Tour need to evaluate customer satisfaction?

Evaluating customer satisfaction is important to understand service quality, identify areas for improvement, and ensure customer retention after transactions.

What is the suggested action for improving customer satisfaction evaluation?

The recommendation is to implement a documented process for evaluating customer satisfaction after each transaction to gather feedback and improve service quality.