A PROPOSAL OF SHIFT WORK BASED ON TOLL COLLECTOR MANAGEMENT SATISFACTION SURVEY Case Study at PT. Jasa Marga (Persero)
FINAL PROJECT
By Intan Pramesthi S. 19004040
Undergraduate Program School of Business and Management Institut Teknologi Bandung
VALIDATION PAGE
A PROPOSAL OF SHIFT WORK BASED ON TOLL COLLECTOR MANAGEMENT SATISFACTION SURVEY Case Study at PT. Jasa Marga (Persero)
By: INTAN PRAMESTHI S. ID No: 19004040
Undergraduate Program School of Business and Management Institut Teknologi Bandung
Validated By
(Ir. Aurik Gustomo, MSc)
PROPSAL SHIFT KERJA BERDASARKAN SURVEY TINGKAT KEPUASAN KERJA PEGAWAI Case Study at PT. Jasa Marga (Persero) Intan Pramesthi .S 19004040 Tanggal ujian akhir : 7 Agustus 2007 Tanggal wisuda : 27 Oktober 2007 Program Sarjana, Institut Teknologi Bandung, 2007 Pembimbing : Ir. Aurik Gustomo, MSc
ABSTRAK PT. Jasa Marga (Persero) merupakan satu-satunya BUMN yang ditunjuk sebagai eksekutor jalan tol di Indonesia. Konsep dari jalan tol itu sendiri sebagai infrastruktur yang mempunyai peranan dalam pembagunan negara, ekonomi, dan berguna bagi masyarakat luas. Tujan dari PT. Jasa Marga adalah sebagai eksekutor jalan tol yang menekankan kualitas servis. Sebagai BUMN yang mempunyai peranan besar, penting untuk mengukur tingkat kepuasan kerja di PT. Jasa Marga cabang Purbaleunyi. Pengukuran ini difokuskan kepada divisi pengumpul tol yang saat ini mempunyai jumlah 42 pegawai. Pertimbangan dari pengukuran tingkat kepuasan kerja ini adalah karena pada saat ini sistem shift mereka adalah 3 shift dengan masing-masing 8 jam kerja. Selain itu, pekerjaan dalan dvisi ini mempunyai resiko dalam kondisi kerja yang selalu menghirup polusi. Pertimbangan lain seperti kehidupan sosisal, alat bekerja, dll yang dipengaruhi sistem shift dan akan mempengaruhi tingkat produktifitas pegawai dimana produktifitas ini yang menjaga kompetisi yang dihadapi PT. Jasa Marga. Secara umum, hasil dari survey tingkat kepuasan kerja karyawan tidak memuaskan. Para pegawai sepertinya tidak yakin dengan tingkat kepuasan kerja. Dari hasil survey, aspek yang perlu diperhatikan atau mempunyai tingkat kepuasan dibawah standard adalah dalam aspek beban kerja, system shift, faktor kesehatan, penggajian, dan alat yang digunakan dalam transaksi manual. Mempertimbangkan hal diatas, pilihan yang memungkinkan adalah dengan mendesign ulang system shift menjadi 4 shift dengan masing-masing 6 jam kerja. Design dengan menggunkan sistem ini tentunya menciptakan konsekuensi. Konsekuensi dalam sudut pandang kepegawaian, sistem ini menambah jumlah kebutuhan pegawai menjadi 48 orang, artinya membuthkan tambahan pegawai sejumlah 6 orang. Pada tahun ini, PT. Jasa Marga mempunyai rencana dalam implementasi teknologi baru yaitu automatic transaction. Teknologi ini dapat dikonsiderasikan untuk perencanaan yang berkaitan dengan jumlah pegawai pengumpul tol. Sebagai hasil, jumlah pegawai yang dibutuhkan dengan shift sistem baru (4 shift dengan masing-masing 6 jam kerja) untuk perencanaan implementasi teknologi baru, menunjukan kondisi surplus. Artinya hanya akan membutuhkan jumlah pegawai sebesar 37 orang sehingga akan mengurangi 11 pegawai. Menghadapi konsekuensi ini, dapat dilakukan pensiun dini, mengikuti jalur karir, dan mutasi baik dalam perusahaan atau luar perusahaan. Kata kunci : system shift, pengumpul tol, divisi pengumpul tol, rencana pegawai, automatic transaction, dan tingkat kepuasan kerja pegawai.
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A PROPOSAL OF SHIFT WORK BASED ON TOLL COLLECTOR MANAGEMENT SATISFACTION SURVEY Case Study at PT. Jasa Marga (Persero) Intan Pramesthi . S 19004040 Date of final presentation : August, 7th 2007 Date of graduation : October, 27th 2007 Undergraduate Program, Bandung Institute of Technology, 2007 Advisor : Ir. Aurik Gustomo, MSc
ABSTRACT PT. Jasa Marga (Persero) is the only one government-owned corporation (BUMN) that pointed as a highway executor in Indonesia. The highways concept of PT. Jasa Marga is to be the infrastructure (road) that taken an important rule in country development, economic road movement, and the intention of many people life. The aim of PT. Jasa Marga is to be the instruction of the highway executor in term of quality and service. Currently, the main function of PT. Jasa Marga is as highway operator that should compete with the same industry field. As a government-owned corporation that have big role, it is important to measure the satisfaction that employees get since working in PT. Jasa Marga Purbaleunyi branch office. It focuses on highway collection division that currently has 42 number of employee. The consideration is because of the shift hours that currently divided in three shift in each 8 hours (for 24 hours), also, they work in highway gate which having many pollution, and also there are many consideration such as social life, working tools, etc that will influence the employees productivity in maintain the competition that PT. Jasa Marga face. The condition in general, is employees were not sure that they were satisfied with the current working system. In the result of employee satisfaction survey, employees still have consideration in workload, system shift, employee healthiness, compensation, and manual tools for the transaction. Considering the result, the possible option is redesign the shift system to four shifts in each 6 hours. This new shift system creates consequences that need 48 numbers of personnel. It means that, this new system require 6 number of personnel. This year, PT. Jasa Marga plan to implement the new technology which is automatic transaction. This new technology could be considered to be aligning with the number of personnel needed in present. As the output, this technology that align with new shift system (four shifts in each 6 hours), demonstrates the surplus condition, it decreasing number of personnel needed that become 37 people. So, it decreases 11 number of employee. Facing the consequence, the excess number could be handle by early retirement, followed the career path and mutation in internal or external. Keywords: shift system, highway collector, highway collection management, personnel planning, automatic transaction, and employee satisfaction.
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FOREWORD
First of all I would like to thank to God Almighty that guidance me in spiritually to accomplish this final project. My deepest gratitude is grant for several peoples that have particularly support the completion of my final project. •
My biggest thank you for my parents that supporting and guidance me in all of the aspects sequentially for the goodness of my life.
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Thank you very much for Bapak Aurik Gustomo as my final project advisor that already supervised me and gives valuable input for my final project.
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Thank you for Ibu Nur Hajati as my final project evaluator.
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Pak Achmad and Pak Donald, that already support, give the supervision and valuable information in supporting my final project.
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PT. Jasa Marga staffs, Pak Andi, Pak Djutis, Pak jeffry and also Pak Edison that help me to find direction, data and information. Also, PT. Jasa Marga Purbaleunyi branch office staffs for their cooperation’s.
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For every staff at school of business and management that already cooperate and give valuable information’s.
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My family which are my little sisters and brother that actually not contribute directly, but give me strength to accomplish my project.
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Students of SBM-ITB class 2007 that support each other and gave information in accomplish our final project. Also, thank you for our good times. My beloved friend’s that contribute for my final project Wildan, Indri, Bagus, Anggun, Aisya, Lendra, Viga, Benny. Also, my comrade of PT. Jasa Marga group, Ayu, Alfin, Cika that motivate each other in this project. Hopefully, all of us will success and get the best for our life.
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My friends (outside SBM-ITB) that motivate me by words and my boarder friends – cilala that motivate each other to graduate in this year.
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And all of the people that cooperate contribute and support me that I can’t mention one by one.
Thank you very much. iii
LIST OF CONTENTS
ABSTRACT………………………………………………………………………. FOREWORD……………………………………………………………………… LIST OF CONTENTS…………………………………………………………….. LIST OF FIGURE………………………………………………………………… LIST OF TABLE………………………………………………………….............. LIST OF APPENDIXES………………………………………………………….. Chapter 1 INTRODUCTION …………………………………………………….. 1.1 Background……………………………………………………............ 1.1.1 PT. Jasa Marga Overview………………………………….. 1.1.2 PT. Jasa Marga Purbaleunyi Branch office Profile………… 1.1.3 Human resource in Purbaleunyi branch office……………... 1.2 Problem Identification………………………………………………… 1.3 Objective………………………………………………………............ 1.4 Problem Boundaries…………………………………………………... Chapter 2 LITERATURE STUDY……………………………………………….. 2.1 Employee satisfaction………………………………………………… 2.2 Workforce Planning…………………………………………………… 2.2.1 Workforce Planning Concept……………………………… 2.2.2 Component of Workforce Planning………………….......... 2.2.3 Phase of Workforce Planning…............................................ 2.3 Work system………………………………………………………….. 2.3.1 Work schedule……………………………………………… 2.3.2 Shift Work…………………………………………………. 2.3.3 Flexible hours (flexi time)………………………………….. Chapter 3 METHODOLOGY…………………………………………………….. 3.1 Research Content……………………………………………………… 3.2 Research method………………………………………………............ 3.2.1 Data collection………………………………………........... 3.3 Research Analysis…………………………………………………….. 3.4 Research Conclusion………………………………………………….. Chapter 4 DATA ANALYSIS…………………………………………………….. 4. 1 Data Collection………………………………………………………... 4.1.1 PT. Jasa Marga Role……………………………………….. 4.1.2 Current Problem……………………………………………. 4.1.3 Current Shift System Content……………………………… 4.1.4 Highway Collective Management Division………………... 4.1.5 Transaction system…………………………………………. 4.1.6 The Alternative Transaction………………………………... 4.1.7 Advantages and disadvantages of Automatic gate…………. 4.3 Questionnaire of Employee Satisfaction analysis……………………..
i iii iv vi vii vii 1 1 1 2 3 3 7 7 9 9 9 9 10 12 15 15 15 16 17 19 19 19 21 22 23 23 23 23 25 26 29 30 32 33
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4.3.1 Legend……………………………………………………… 4.3.2 Sampling Distribution……………………………………… 4.3.3 Employees Satisfaction’s Margin………………………….. 4.3.4 Descriptive statistic analysis……………………………….. 4.4 Standard calculation of highway division collector needed…………... 4.4.1 Basic assumptions in calculate the personnel……………… 4.5 Personnel Requires in Shift System Analysis………………………… 4.5.1 Personnel needed for new shift system…………………….. 4.5.2 Personnel needed for automatic gate transaction…………... 4.6 Personnel Planning Alternatives………………………………………. Chapter 5 CONCLUSION………………………………………………………… References………………………………………………………………………….
33 33 34 36 40 41 44 44 49 53 59 ix
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LIST OF FIGURE
Figure 1.1 Figure 3.1 Figure 3.2 Figure 4.1 Figure 4.2 Figure 4.3 Figure 4.4 Figure 4.5 Figure 4.6 Figure 5.1
Problem Identification Mapping……………………………………. Methodology Process Chart………………………………………… Analysis chart model………………………………………………... Age proposition……………………………………………………... Years of work proposition…………………………………………... Gender proposition………………………………………….............. Education’s proposition…………………………………………….. Employees satisfactions…………………………………………….. Employee planning actions decision schema……………….............. Conclusion chart……………………………………………..............
7 18 22 27 27 28 28 36 55 58
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LIST OF TABLES Table 4.1 Divisions Obstacles…………………………………………………… Table 4.2 Employees Characteristic……………………………………………... Table 4.3 Current employees’ components……………………………………… Table 4.4 Questionnaire Legends………………………………………………... Table 4.5 Questionnaire Distributions…………………………………………... Table 4.6 Satisfaction Margin Calculations…………………………………….. Table 4.7 Descriptive Analysis………………………………………………….. Table 4.8 Vehicle Volume in one Day…………………………………………... Table 4.9 Vehicle volume in May………………………………………………. Table 4.10 Manual Transaction entrance gate in 4 shifts 6 hours calculation…... Table 4.11 Manual Transaction exit gate in 4 shift 6 hours calculation………… Table 4.12 Personnel needed of Manual Transaction…………………………… Table 4.13 Automatic Transaction entrance gate in 4 shift 6 hours calculation… Table 4.14 Automatic Transaction exit gate in 4 shift 6 hours calculation……… Table 4.15 Personnel needed of Automatic Transaction………………………... Table 4.16 Current Personnel needed of Manual Transaction………………….. Table 4.17 Gap analysis, case 1…………………………………………………. Table 4.18 Gap analysis, case 1…………………………………………………. Table 4.19 Employees characteristic…………………………………………….
23 26 29 33 34 35 36 42 43 46 46 48 50 51 52 53 53 54 56
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LIST OF APPENDIXES Appendix A
Human resource management system……………………………..x
Appendix B
Employee satisfaction questionnaire and data processing………...xi
Appendix C
PT. Jasa Marga board director verdict in working hour………….xii
Appendix D
Standard calculation for highway collection division no. 225/
KPTS/ 2006……………………………………………………………………….xiv Appendix E
Vehicle volumes recap…………………………………………...xv
Appendix F
Shift system calculation in personnel needed……………………xvi
Appendix G
Career path in highway collection management………………..xvii
Appendix H
Employee characteristic data…………………………………...xviii
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REFERENCES
Annual Report 2005 of PT. JASA MARGA, unpublished document
Aquilano, 2005, “Fundamental of Operations Management”, Mcgraw Hill.
Cascio, F. Wayne, 2006, Managing Human Resources. Productivity, Quality of Work Life, Profits. McGraw-hill, Irwin.
Dessler, Garry, 2005, “Human Resource Management”, Person Education, New Jersey
Glueck, William, F, 1978, “Personnel Diagnostic Approach”, Business Publications, Dallas.
Kerjasama PT. Jasa Marga (persero) dan LAPI-ITB nomor 087/SPK/1997 Penyusunan Profil Jabatan.
Klimoski, Schmit, 1991, “Research Method in HRM”, South Western, New Jersey.
Mangkunegara, Anwar, P., 2006, “Perencanaan dan pengembangan sumber daya manusia”. PT. Rafika Aditama, Bandung
Research and development support unit, analyzing research data, retrieved on 7/7/2007,
from
www.ubht.nhs.uk/r&d/RDSU/Statistical%20Tutorials/
Analysing%20research%20data.pdf.
Torrington, Derek, Tan Chwee Huat, 2004, Human Resources Management for Southeast Asia. Prentice Hall, New York.
Us department of technology, 2005, Guide to workforce planning, retrieved on June, from http://humancapital.doe.gov/hcm/WFP.htm Washington state
university, 306chaper9,
retrieved
on 7/24/2007, from
www.vancouver.wsu.edu/fac/probst/306/306Chapter9.ppt
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APPENDIX A HUMAN RESOURCE MANAGEMENT SYSTEM
x
APPENDIX B EMPLOYEE SATISFACTION QUESTIONNAIRE AND DATA PROCESSING
xi
APPENDIX C PT. JASA MARGA BOARD DIRECTOR VERDICT ABOUT WORKING HOUR
xii
APPENDIX D STANDARD CALCULATION FOR HIGWAY COLLECTION DIVISION (No. 225/ KPTS/ 2006)
xiii
APPENDIX E VEHICLE VOLUMES RECAP
xiv
APPENDIX F SHIFT SYSTEM CALCULATION IN PERSONNEL NEEDED
xv
APPENDIX G CAREER PATH IN HIGHWAY COLLECTION MANAGEMENT
xvi
APPENDIX H EMPLOYEE CHARACTERISTIC DATA
xvii
