DEVELOPING A HUMAN CAPITAL COMPETENCY MODEL FOR DIGITAL SERVICE DIVISION PT.TELEKOMUNIKASI INDONESIA TO ENHANCE THE AUGMENTED REALITY AND AI - POWERED VIRTUAL ASSISTANT (CHATBOT) PROJECT

• Main Author: Chandra, Pujianto
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/50562
• Institution: Institut Teknologi Bandung

PT. Telekomunikasi Indonesia, Tbk., is a state-owned company which enganged in telecomunications industry. The company is curently running its latest project to enter the business in the field of Augmented Reality (AR) and AI-Powered Virtual Assistant (Chatbot) as technology that is becoming a trend in the industrial era 4.0. The division that is being assigned to develop technology that will become their new business in the future is the Digital Service Division (DDS). Not only technology-based research, business research is also carried out in an effort to meet consumer needs and be able to determine the right market share. However, the Digital Service Division (DDS), especially those located in the Bandung operational area, is experiencing problems. Namely, the project objective was not achieved which at the end of 2019 would launch a prototype. This is due to the lack of competence of the talents who are working on this project, and Telkom DDS also does not have a specific framework related to the competencies needed in the effort to complete AR and Chatbot projects. The purpose of this research is to formulate an appropriate competency model related to the Augmented Reality and Chatbot projects currently being worked on by the Telkom Digital Service Division. Furthermore, the proposed competency model will form the basis for Human Resources planning for Telkom Bandung's Ditial Service Division in its efforts to work on this project. The research method used is qualitative through interviews and direct observation within the company, and quantitative by taking data through a questionnaire of 30 respondents. Validity and reliability tests are used to determine whether the question item is appropriate to be used as a dimension in developing a competency model or not. By creating a competency model, the Digital Service Division of Telkom Bandung can find out what competencies their talents must have in relation to working on AR and Chatbot projects. Furthermore, the competency model can be used as a basis for recruitment, training and development programs, as well as assessment for talents within the company.