STRATEGY TO IMPROVE WORKSPACE AND FACILITY SERVICES TO ENHANCE EMPLOYEE EXPERIENCE NET PROMOTER SCORE (CASE STUDY: PT XL AXIATA, TBK)

• Main Author: Adhimukti, Yunus
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/76638
• Institution: Institut Teknologi Bandung

In recent years, the pandemic has hit many industries hard. One of the difficulties faced is related to changes in employee habits at work due to regulatory changes such as work from home, hybrid working and returning to the workplace. Many of the challenges they face are related to new habits when interacting, working, and collaborating. PT. XL Axiata, Tbk as a customer-centric organization understands that in order to provide a good customer experience a company must ensure that its employees also have a good work experience. Because the quality of the customer experience reflects the quality of the employee experience in the company. Employee experience in the company is usually measured by a net promoter score survey. This study aims to find the root cause and correlation of the workspace facilities and services with employee experience perceptions and net promoter score. Several findings through a mixed research methodology were carried out to find out the root causes of employees' assessment of experience in the workspace. The findings were analyzed using the method of content analysis, thematic analysis, and space planning analysis, then combined in a fishbone diagram, resulting in a hypothesis on the root of the problem. The recommendations proposed to improve employee experience related to workspace facilities and services are improvement of policy and procedures, alignment with company culture, effective communication strategy, workspace design standard and guidelines, net promoters score survey strategy, and incremental improvement of workspace quality and capabilities.