CHAPTER 1 INTRODUCTION

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1 CHAPTER 1 INTRODUCTION 1.1 Background PT. Jasa Marga Overview PT. Jasa Marga (Persero) is the only one government-owned corporation (BUMN) that pointed as a highway executor in Indonesia. The highways concept of PT. Jasa Marga is to be the infrastructure (road) that taken an important rule in the country development, economic road movement, and the intention of many people life. The aim of PT. Jasa Marga is to be the instruction of the highway executor in term of quality and service. For the current subject, related with the future competitive condition, PT. Jasa Marga has setting up to develop and implement new technology in highway gate transaction. It called semi-automatic transaction system and automatic transaction system using smart-card as the tools. Preparing the corporate strategies, PT. Jasa Marga should refer back to their vision, mission, and the quality policies. Also, PT. Jasa Marga focused on the efficiency and effectiveness of the organization. Vision: To become a leading professional and reliable highway Company Mission: Providing the best service to our toll road users Developing and operating feasible toll road projects to support national road network development Promoting sustainable growth of the company trough sound management Developing our human resource and company structure in a well oriented manner 1

The aim of PT. Jasa Marga is to be the instruction of the highway executor in term of quality and service. For the current subject, related with the future competitive condition, PT.

2 Running our business by considering the public interest as well as the environment Quality Policies: PT. Jasa Marga (Persero), as a provider of toll road services in Indonesia, always strives to improve its services to meet quality objectives: Smooth, Safe, and Comfortable. In order to meet this objective, PT. Jasa Marga has agreed to implement the quality standard ISO 9001: 2000 and company has declared a Quality Policy, as follows: Making the best effort to give the high quality of services to meet the three qualifications of smoothness, safety and comfort Motivating all employees to always improve their skills and expertise as well as to always responsible and orderly to satisfy the customers. Improving system and work environment continuously to be more effective and efficient to assist the achievement of quality services PT. Jasa Marga Purbaleunyi Branch office Profile PT. Jasa Marga has ten branch offices in Indonesia. Purbaleunyi is one of the PT. Jasa Marga s branch offices. Currently, the Purbaleunyi branch office is on the fifth position that generates the biggest traffic volume and revenue number. Purbaleunyi branch office is located in Bandung, more specific in Pasteur. It manages twelve toll gates in several locations, which are: Sadang, Jatiluhur, Padalarang barat, Padalarang, Baros 1, Baros 2, Pasteur, Pasir Koja, Kopo, Moh. Toha, Buah batu, and Cileunyi. At present, Purbaleunyi branch office is the first branch office that implement new technology which are semi-automatic integrated that called swalayan service, it occurred just for toll gate entrance and smart card as a tools for the exit and entrance gate. 1 PT. Jasa Marga Annual Report 2005:

3 In total, Purbaleunyi branch office has ten ticket booths in Pasteur gate. In entrance gates, there are already three ticket booths that operate semiautomatic integrated system. So, currently, in the entrance gate of Pasteur it appears the inscription of swalayan ticket booth. In exit gate, Purbaleunyi branch office not yet implements any transactions system, but they use the smart-card system to simplify the toll collector job in order to create internal efficiency and increase the customer service Human resource in Purbaleunyi branch office Discuss about human resource in Purbaleunyi branch office, we will be focused on the toll collective management division. Currently, toll collective management division has 42 number of employee that consists of three components which are administration, toll collector and head of toll collector shift. 1.2 Problem Identification Human resource planning is important for every big corporation. It is related to the overall corporate plan and contributes to the efficiency and effectiveness of the corporate organization. Based on PT. Jasa Marga human resource system (appendix A), this project is included on the aspect of workload analysis (in green table) related with replacement & empowerment (blue table). As already stated, this project will focus on the toll collective management division. According from this perspective that PT. Jasa Marga is a big scale company, it is important to measure the satisfaction that employees get since working in PT. Jasa Marga Purbaleunyi branch office, as the toll collective management division. It because of the shift hours that divided in three shift in each 8 hours (for 24 hours), also, they work in highway gate which having many pollution, and also there are many consideration such as social life, working tools, etc that will influence the employees productivity. 3

In exit gate, Purbaleunyi branch office not yet implements any transactions system, but they use the smart-card system to simplify the toll collector job in order to create internal efficiency and

4 Shift hours will affect employee adversely. It interferes with time-oriented bodily functions, such as digestion, sleeping, and elimination. Rotating shift work particularly affects personal and family lives and social participation, adversely. 2 So, it is important in considering the employee satisfaction with emphasizing on the shift work. Shift work could affect many aspects in individual for the employees and as the impact it will influence the company itself for the productivity, effectiveness, efficiency and performance. In other side, the company strategic plan is to implement the alternative of highway gate transaction management that consists of semi-automatic integrated system and automatic system by using smart card. The semiautomatic integrated system is the transaction of taking the highway card and the payment transaction using smart card but still need human for the transaction. In the future, PT. Jasa Marga has planned to implement the automatic transaction which is the transaction that didn t need human assisting. This option could create several decisions for employees. It could make easier for employee to work and also it could create the possibility that will impact the reduction or escalation number of employee. According to both conditions above, PT. Jasa Marga Purbaleunyi branch office will face the human resource difficulty. As the research questions, with the output of employee satisfaction analysis and the recommendation for personnel planning about number of personnel needed, the analysis will be focus on: Highway shift work What the output of employee satisfaction survey? Are the current shift hour have given employee satisfaction, related to company s goods and employee need as an individual? What is the ideal new shift work? Is there any increasing or decreasing in the number of people? 2 William F. Glueck, 1978: 124 4

2 So, it is important in considering the employee satisfaction with emphasizing on the shift work.

5 Technology Can the implementation of new technology solve/ support employee satisfaction? With the new technology, how the shift will be? What are the consequences in implementing the new technology? Compare with the manual system, is it more effective or not related with the personnel planning? In additional, within the analysis of employee effectiveness, ratio of highway length: employee amount = 1: 12. While, as a comparison, the ratio of highway length: employee amount in Malaysia is 1: 3 and in South Korea is 1: 2. 3 In fact, this comparison ratio could be influenced by many factors, such as, government regulation, technology, management, system work for toll collector gate, etc. The ratio number above represent that numbers of employee in PT. Jasa Marga were in big amount. In one side, it could be assume that PT. Jasa Marga put into action about their corporate function, as the social and economic function. In other side, it is important to have a target of employee efficiency, PT. Jasa Marga have target to decrease number of ratio. As a result, in general, the investigate questions that would like to be answered through this project are: What the output of employee satisfaction survey? Are the current shift work have given employee satisfaction, related to company s goods and employee need as an individual? The ideal shift work? What are the consequences in personnel number? With the new technology, how the shift will be? What are the consequences? Is there any increasing or decreasing of personnel number? Compare with the manual system, is it more effective or not? What are the actions in personnel planning in handle the consequences of increasing and decreasing in personnel number? 3 Presentation of PT. Jasa Marga profile, 2006: 2 5

In additional, within the analysis of employee effectiveness, ratio of highway length: employee amount = 1: 12.

6 Below is the research framework that includes a picture of the approaches and the way (plan) to solve the problem. Figure 1.1 Problem Identification Mapping 6

7 1.3 Objective The objective of the research: 1. Analysis the employee satisfaction currently to initiate the human resource planning focus in number of personnel needed. 2. Describe the analysis plan of human resource strategic plan that will support the alternative of highway transaction plan. 1.4 Problem Boundaries The problem boundaries are: 1. This research is limit in PT. Jasa Marga Purbaleunyi branch office, because the highway gate in Pasteur already implements the alternative transaction. 2. The research will refer back to the vision, mission, and objective also business strategy of PT. Jasa Marga as a corporate. 3. The information and data that will support this research was limited depend on the limitation of information that gives from PT. Jasa Marga. 7

This research is limit in PT. Jasa Marga Purbaleunyi branch office, because the highway gate in Pasteur already implements the alternative transaction. 2.

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Brochure More information from http://www.researchandmarkets.com/reports/2602493/ PT Jasa Marga (Persero) Tbk (JSMR) : Company Profile and SWOT Analysis Description: "PT Jasa Marga (Persero) Tbk (JSMR)