Improving Employee Discipline, Performance and Consumer Service Post SOP (Standard Operating Procedure) Training (Case Study at the Regional Owned Enterprise (BUMD) PD. SPR Public Fuel Filling Station, Rokan Hilir Regency)
Employee Performance Improvement, Public Fuel Filling Station Consumer Service, Standard Operating Procedure (SOP) Training, Employee Work Discipline
Keywords:
Kinerja Karyawan, Kualitas Pelayanan, disiplin kerjaAbstract
This study aims to analyze the improvement of employee performance and customer service at the Public Fuel Filling Station (SPBU) of the Regional Owned Enterprise (BUMD) PD. Sarana Pembangunan Rokan Hilir through Standard Operating Procedure (SOP) training. The Public Fuel Filling Station, which was established in 2005, experienced various challenges in terms of employee discipline and performance, which had an impact on customer satisfaction. Many employees did not understand the correct operational procedures, causing complaints from consumers regarding unfriendly service and employee absence during working hours. The SOP training held on September 5, 2023 aims to improve the technical and non-technical competencies of employees, as well as build character through collaboration with the Kodim 0321. This program is expected to reduce operational errors and increase productivity, along with the increasing number of vehicles that require satisfactory Public Fuel Filling Station services. With this training, it is hoped that employees can provide better service to consumers, improve discipline, and ultimately support local revenue by increasing BUMD profits. The results of this study are expected to provide recommendations for management in designing effective ongoing training programs
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