Abdillah, Moh Sutrisno (2020) Pengukuran Beban Kerja Teknisi Dengan Metode SWAT (Subjective Workload Assesment Technique) Dan Work Sampling. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
PT. XYZ adalah perusahaan yang memproduksi AC untuk beberapa aplikasi dalam bangunan yang memiliki jaringan distribusi sebanyak 11 cabang di kota Indonesia, salah satunya di Surabaya. PT.XYZ cabang Surabaya memiliki masalah pada layanan after sales service yaitu kesulitan untuk dapat menyelesaikan layanan konsumen tepat waktu dalam perbaikan, pemeliharaan, pencucian dan pergantian spare part. Dampaknya adalah konsumen merasa kurang puas dan dapat berakibat pada sales atas pelayanan after sales service PT. XYZ Surabaya. Walaupun terdapat bantuan untuk melayani after sales service dari karyawan eksternal. 40% dari order mengalami keterlambatan karena permintaan pelayanan after sales service yang sangat besar, rata-rata 3-5 hari dan persentase Service Order yang terlambat sekitar ±60%. Untuk itu, penelitian ini bertujuan untuk mengetahui apakah diperlukan jumlah tambahan atau perataan beban kerja pada karyawan internal. Maka, perlu dilakukan penelitian guna mengukur beban kerja dan produktifitas dari 6 teknisi internal. Metode yang digunakan untuk mengukur beban kerja dan produktifitas menggunakan metode Subjective Workload Assessment Technique (SWAT) dan Work Sampling untuk menentukan apakah perlu tambahan karyawan, berapa jumlah karyawan yang akan ditambahkan serta meratakan beban kerja antar karyawan internal. Hasil SWAT menunjukan bahwa faktor time load (T) merupakan faktor yang dominan mempengaruhi beban kerja teknisi dikarenakan teknisi dituntut dalam hal waktu untuk melakukan proses perbaikan secara cepat. Hasil work sampling menunjukkan semua karyawan produktif yang memiliki nilai rata-rata 72% maka, perlu menentukan alokasi penambahan karyawan internal namun dengan mempertimbangkan hasil dari metode SWAT yang hasilnya menunjukkan dimensi time paling tinggi sekitar 66,14%. Adapun hasil dari FGD, manajemen memutuskan dilakukan dilakukan penambahan 1 karyawan untuk meningkatkan kualitas pelayanan dan perataan beban kerja antar karyawan internal.
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PT. XYZ is a company that produces air conditioners for several applications in buildings that have a distribution network of 11 branches in the Indonesian city, one of which is in Surabaya. PT. XYZ Surabaya branch has a problem with after sales service which is difficulty in being able to complete customer service on time in repair, maintenance, washing and replacement of spare parts. The impact is consumers feel less satisfied and can result in sales of after sales service PT. XYZ Surabaya. Although there is assistance to serve after sales service from external employees. 40% of orders experience delays due to very large after sales service requests, an average of 3-5 days and a percentage of late Service Orders of around ± 60%. For this reason, this study aims to find out whether an additional amount or leveling of workload is needed for internal employees. So, research is needed to measure the workload and productivity of 6 internal technicians. The method used to measure workload and productivity uses the method of Subjective Workload Assessment Technique (SWAT) and Work Sampling to determine whether additional employees are needed, how many employees will be added and even workload among internal employees. SWAT results show that the time load factor (T) is the dominant factor affecting the workload of technicians because technicians are required in terms of time to make the repairs process quickly. The work sampling results show all productive employees who have an average value of 72%, it is necessary to determine the allocation of the addition of internal employees but taking into account the results of the SWAT method which results show the highest time dimension around 66.14%. As for the results of the FGD, management decided to do an addition of 1 employee to improve the quality of service and smoothing workload among internal employees.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.54 Abd p-1 |
| Uncontrolled Keywords: | Beban kerja, SWAT, Produktifitas, dan Work Sampling |
| Subjects: | A General Works > AC Collections. Series. Collected works A General Works > AC Collections. Series. Collected works L Education > L Education (General) |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | MOH SUTRISNO ABDILLAH |
| Date Deposited: | 17 Mar 2025 03:00 |
| Last Modified: | 17 Mar 2025 03:00 |
| URI: | http://repository.its.ac.id/id/eprint/73598 |
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