Evaluasi program pelatihan "Service Excellent" pada PT Surya Citra Televisi di Indonesia

PURNAMANINGSIH, Indrajayanti, Drs. Edi Prasetyo Nugroho, MBA

2003 | Tesis | Magister Manajemen

Salah satu upaya perusahaan dalam meningkatkan pengetahuan, keahlian, dan keterampilan karyawan sehingga dapat diterapkan dalam pekerjaan mereka sehari-hari adalah melalui pemberian pelatihan. Pelatihan juga untuk menjembatani kesenjangan performansi yang dimiliki dan yang dibutuhkan oleh perusahaan. Berhasil tidaknya suatu pelatihan diukur melalui evaluasi pelatihan. Penelitian dengan mengambil judul “Evaluasi Program Pelatihan ‘Service Excellent’ pada PT. Surya Citra Televisi di Jakarta dilakukan dengan tujuan untuk mengetahui seberapa jauh faktor -faktor pelatihan “Service Excellent” yang terdiri dari materi pelatihan, jadwal sesi pelatihan dan metode pelatihan secara bersamasama berpengaruh secara signifikan terhadap peningkatan kinerja karyawan, selain itu faktor apa saja yang berpengaruh paling dominan terhadap prestasi kerja karyawan dan seberapa signifikan program pelatihan “Service Excellent” mempengaruhi peningkatan kinerja karyawan. Tujuan penelitian tersebut sesuai dengan urutan evaluasi program pelatihan. Evaluasi program pelatihan yaitu untuk mengukur tingkat reaksi, pembelajaran, perilaku dan hasil yang diperoleh setelah karyawan mengikuti program pelatihan. Data-data yang ada diuji menggunakan alat analisis yaitu regresi korelasi, uji F, uji t, dan uji t-sampel berpasangan. Adapun setelah dilakukan analisis regresi korelasi diperoleh persamaan yaitu Y = 2,971 + 0,233 X1 + 0,089X2 + 0,395X3 + e , sedangkan uji F menyatakan bahwa F hitung seesar 12,678 lebih besar daripada F tabel yang berarti hipotesis pertama diterima. Berdasarkan uji t menyatakan bahwa metode pengajaran merupakan faktor program pelatihan yang paling dominan mempengaruhi kinerja karyawan karena mempunyai r-hitung sebesar 2,443 lebih besar daripada r-tabel. Uji t-sampel berpasangan untuk mengukur perubahan kinerja karyawan antara sebelum dan sesudah pelatihan ditunjukkan oleh nilai t-hitung = 5,694 > t-tabel = 2,032. Selain itu berdasarkan tabulasi rata-rata peningkatan kinerja karyawan menunjukkan bahwa kinerja karyawan mengalami peningkatan yang signifikan antara sebelum pelatihan dan sesudah pelatihan. Diantara faktor-faktor program pelatihan tersebut, jadwal sesi pelatihan merupakan faktor yang mempunyai nilai r-hitung paling rendah, hal ini berarti bahwa jadwal sesi pelatihan bukan merupakan faktor penentu keberhasilan pelatihan “Service Excellent”. Sehingga PT. Surya Citra Televisi perlu memperhatikan alokasi waktu tiap sesi pelatihan sebagai upaya untuk mendukung pelaksanaan program pelatihan yang optimal.

One of the company’s efforts to increase its employees’ knowledge, skills and competence, so that they can be applied in its workers’ daily work, is by giving training to their employees. Training may also overcome the performance gap, which is possessed and needed by the company. The success of the training is measured through the training evaluation. This research, with a title “Evaluation of the Training Program ‘Service Excellent’ at PT. Surya Citra Televisi , in Jakarta’, aimed to know how significant were the factors of the “Service Excellent” training, such as the training materials, the schedule of the training session and the training method, influence significantly towards the increasing of the employees’ performance, what factors influenc ed dominantly towards the employees’ achievement and how significant does the training program ”Service Excellent” influence the increasing of the employees’ performance. The purpose of the research was equal to the order of the training program evaluation. The training program evaluation was conducted to measure the degree of the reaction, the teaching and learning activity, the attitude and the results, which is obtained after the employees followed the training program. The data was tested with analysis instruments, such as the Regression Correlation, F test, t test and in pairs sample of t-test. After the Regression Correlation analysis was conducted, the coefficient obtained is Y= 2,971 + 0,233X1 + 0,089X2 + 0,395X3 + e, whereas the F test showed that the F observation value is 12,678 bigger than the F table, which means that the first hypothesis was accepted. Based on the t-test, the finding clarified that the method of the teaching and learning program is the dominant factor in the training program, that influence the employees’ performance, since the r observation value is 2,443 bigger than the r table. The in pairs sample of the t-test, which is used to measure the changes of the employees performance before and after the training, is showed by the va lue of the t observation = 5,694 > t-table = 2,032. Besides, based on the average tabulation of the employees performance improvement showed that the employees’ performance increased significantly during the training. Among these training program factors mentioned above, the schedule of the training session had a lowest r-observation value. It means that the schedule of the training session is not a decisive factor to the success of the “Service Excellent” training. Based on the fact above, it is necessary for the PT. Surya Citra Televisi to concern about the time allocation in each training session as the effort to support the optimally of the training program.

Kata Kunci : Manajemen Sumberdaya Manusia,Pelatihan,Service Excellent, training evaluation, training program factors, PT. Surya Citra Televisi