PENGARUH PENGEMBANGAN KUALITAS KARYAWAN TERHADAP KEPUASAN PELANGGAN DI PT. UNIVERSAL FURINTECH INDUSTRY

  • Catarina Manurung Binus University
Keywords: Employee Quality, Customer Satisfaction, Increase Sales

Abstract

The potential of human resources is essentially one of capital and plays a very important role in achieving company goals. Human Resources (HR) shoul be managed properly and correctly in a company. This paper aims to improve the development of employee quality, to increase product quality, increases sales and customer satisfaction PT. Universal Furintech Industry inengaged in office chair furniture, which provides orders in accordance with the orders of distributors who have collaborated with them. The problem faced to day is that employees often work slowly and lack cooperation in each section (division). And according to the authors, the process of developing employee quality is a solution to be able to find out the capabilities of each individual (employee). This is a way that can provide a solution for the company how to analyze the capabilities of each employee. This all affects customer satisfaction, increased trust and product satisfaction. The type of this research is descriptive qualitative using observation and interview methods. Observation were made in the workspace per each division at PT. Universal Furintech Industry, and interviews are conducted with teams of each section (division) that follows the development of employee quality. After discussing and looking for results, this program can have a good impact on the company because of an increase in sales. Employees can also be transferred (mutated) in accordance with the capabilities of the employee. From interviews with employees, it was found that employees gave good improvement results, it was obtained by each individual (employee).

Published
2020-11-16
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