WORKLOAD ANALYSIS OF POLICY OWNER SERVICE AND LEGAL AND POLICY DIVISIONS PT XYZ

• Main Author: Permatasari, Andita
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/68811
• Institution: Institut Teknologi Bandung

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.