STRATEGY OF BPJS KETENAGAKERJAAN TO IMPROVE THE PERFORMANCE OF RELATIONSHIP OFFICER (RO) AND MARKETING OFFICER (MO) FOR ACHIEVING THE MEMBERSHIP TARGET

• Main Author: IRVAN (NIM 29114498), MOHAMAD
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/28996
• Institution: Institut Teknologi Bandung

BPJS Ketenagakerjaan is a Public Legal Entity in accordance with RI Law no. 24 year 2011 has an obligation to conduct the social security program of labor, which includes Work Accident Benefit (JKK), Death Benefit (JKM), Provident Fund Benefit (JHT) and Pension Benefit (JP). The mandate of the legislation to cover the entire workforce is a challenge that must be achieved by BPJS Ketenagakerjaan. <br /> <br /> <br /> Based on Business Performance Review of BPJS Ketenagakerjaan on July 31, 2017, total active worker which covered by social security program amounted to 23.46 million workers or only 20.57 % which is far from the target to cover 100%. In this case the two most vital positions in the effort to achieve these performance targets are Marketing Officer (MO) and Relationship Officer (RO). The task of Marketing Officer (MO) is to get a new membership and the task of Relationship Officer (RO) is to maintain a good relationships with member so they are satisfied and loyal to the social security program. The performance of MO and RO in 2016 also showed not optimal performance. <br /> <br /> <br /> This study was to analyze the variables which associated with Relationship Officer (RO) and Marketing Officer (MO) performance, to develop the strategy that can be implemented by BPJS Ketenagakerjaan to improve performance of Relationship Officer (RO) and Marketing Officer (MO) and the last to prepare the action plan for implementing the strategy for improving Relationship (RO) and Marketing Officer (MO). This research used two approaches, i.e. quantitative approach and qualitative approach through survey, focus group discussion and open question. Based on the study, there are 3 critical finding related the performance issue are in-balance performance management system, not clear career system and not Supported Information & technology system. The proposed strategy for solving the problem is to apply a high performance work system (HPWS). <br /> <br /> <br /> To boost the performance of MO and RO, BPJS Ketenagakerjaan must redevelop performance management system which objective and fair, transparent career management system and develop fast, easy and reliable information & technology system which part of HPWS. In implementing the strategy, the author formulated some action plan to improve performance management system, career system, and IT system for 5 years.