Peran organizational culture dan employee turnover terhadap kualitas produk/jasa dan kepuasan konsumen pt xyz

Suryajaya, Gilang (2018) Peran organizational culture dan employee turnover terhadap kualitas produk/jasa dan kepuasan konsumen pt xyz. Masters thesis, Universitas Pelita Harapan.

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Abstract

The aim of this writing is to describe the role of organizational culture, employee turnover, project management of product / service quality and customer satisfaction. The background of this writing is the high level of employee turnover in the advertising business where the turnover rate has increased by 10 percent every year. Turnover can be caused by several things, some of which are unhealthy and non motivating company culture becomes the factor that causes the decreasing of work team productivity and the quality of product / service produced. The theoretical approach that used by the author are related to customer satisfaction, organizational culture, employee turnover, and service quality. The author uses an interview method to solve the problem. The author found several important points when doing the making of this work. Among them are XYZ try to create a comfortable, friendly, and fun working atmosphere, creating open and two way discussion when doing brand project. Create policies and programs that can motivate and reduce employee turnover. In addition, XYZ's strategy for overcoming employee turnover is done by forming a team for one client where substitute employees can quickly adapt quickly to keep design quality high. In addition to providing high quality designs, XYZ always strives to provide new and fresh design ideas, and foster good relationships with clients to make clients feel comfortable and want to work together for a longer time. / Penulisan Karya ini bertujuan untuk memaparkan peran budaya organisasi dan employee turnover terhadap kualitas produk/jasa dan kepuasan konsumen PT XYZ. Adapun yang menjadi latar belakang dari penulisan ini adalah tingginya tingkat employee turnover didalam bisnis advertising dimana tingkat turnover mengalami peningkatan sebesar 10 persen sertiap tahunnya. Turnover dapat disebabkan oleh beberapa hal, beberapa diantaranya adalah budaya perusahaan yang tidak sehat dan tidak memotivasi menjadi faktor yang menyebabkan menurunnya produktifitas tim kerja dan kualitas produk/jasa yang dihasilkan. Pendekatan teori yang digunakan oleh penulis menggunakan teori yang berkaitan dengan customer satisfaction, organizational culture, employee turnover, dan service quality. Penulis menggunakan metode wawancara untuk menjawab penyelesaian masalah. Penulis menemukan beberapa poin penting ketika melakukan pembuatan karya ini. Diantaranya adalah XYZ mencoba menciptakan suasana kerja yang nyaman, ramah, dan seru, diskusi yang terbuka, dua arah dalam mengerjakan brand project. Membuat kebijakan dan program yang dapat memotivasi serta mengurangi turnover karyawannya. Selain itu, strategi yang diterapkan XYZ untuk mengatasi employee turnover dilakukan dengan membentuk sebuah tim untuk satu klien dimana karyawan pengganti dapat cepat beradaptasi dengan cepat untuk menjaga kualitas desain tetap tinggi. Selain dengan memberikan desain berkualitas tinggi, XYZ selalu berusaha memberikan ide desain yang baru dan segar, serta membina hubungan baik dengan klien agar klien merasa nyaman dan ingin bekerjasama lebih lama.

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