WORKLOAD ANALYSIS OF POLICY OWNER SERVICE AND LEGAL AND POLICY DIVISIONS PT XYZ
PT XYZ is a company in the life insurance sector. The issue of policy transfer from PT ABC and the unstable condition of the company has an impact on the work system of PT XYZ divisions, especially the Policy Owner Service and Legal and Policy divisions. Both divisions experienced indications of...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/68811 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | PT XYZ is a company in the life insurance sector. The issue of policy transfer from PT ABC
and the unstable condition of the company has an impact on the work system of PT XYZ
divisions, especially the Policy Owner Service and Legal and Policy divisions. Both divisions
experienced indications of excessive workloads, such as the completion of tasks behind the
deadline and high overtime. The Human Capital Division of PT XYZ has measured employees’
workload. However, the existing method has a high bias and doesn’t follow the time
measurement theory. Thus, this study aims to review the workload and determine
recommendations for improvement to produce a balanced workload on employees. In addition,
this study also aims to determine the theoretically appropriate time measurement technique for
all divisions of PT XYZ.
In this study, the method used to review the level of workload and determine the number of
employee needs is Full Time Equivalent (FTE) with work sampling technique. In addition, the
NASA-TLX questionnaire was distributed to 18 employees of the Policy Owner Service division
and 12 employees of the Legal and Policy division in officer and staff positions to measure the
mental workload of employees. The results of mental workload analysis are used to support
the number of employee needs based on calculations using the FTE method. Furthermore, this
study uses the Analytical Hierarchy Process (AHP) method to determine the best alternative
for the work sampling technique.
Based on the results of the study, it is necessary to add two more employees to the Policy Owner
Service division and four more employees to the Legal and Policy division to produce a normal
and balanced workload. This research also produces several recommendations for
improvement that can be applied by the Policy Owner Service and Legal and Policy divisions.
Meanwhile, the best alternative to carry out work sampling in all divisions of the company is
to procure CCTV.
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