Achmadi , Hashifah Inaroh Luthfiah (2014) PENERAPAN PELATIHAN STAR 2000 PADA PT. FASTFOOD INDONESIA SEBAGAI UPAYA MENYIAPKAN KETERAMPILAN KERJA CALON KARYAWAN : Studi Pada Kentucky Fried Chicken Cabang Ciracas, Jakarta Timur. S1 thesis, Universitas Pendidikan Indonesia.
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Abstract
Penelitian ini dilatarbelakangi oleh meningkatnya kompetensi karyawan KFC dalam melayani pelanggannya yang ditandai oleh menurunnya angka keluhan pelanggan terhadap pelayanan karyawan. Keterampilan karyawan dalam melayani pelanggan tersebut diperoleh melalui kegiatan pelatihan STAR 2000 yang merupakan pelatihan wajib bagi calon karyawan baru. Penelitian ini bertujuan untuk mendeskripsikan dan menganalis tentang: 1) rancangan pelatihan STAR 2000, 2) proses pelatihan STAR 2000, dan 3) faktor pendukung dan faktor penghambat dalam penyelenggaraan pelatihan STAR 2000. Penelitian dilakukan menggunakan metode deskriptif dengan pendekatan kualitatif, Subjek penelitian adalah karyawan KFC yang telah mengikuti pelatihan STAR 2000. Subjek penelitian ditentukan sebanyak lima orang yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan dengan menggunakan teknik observasi, wawancara, studi dokumen, dan triangulasi. Dari hasil penelitian ini disimpulkan bahwa: 1) Pelatihan pada STAR 2000 disusun secara dinamis berdasarkan pada target kompetensi dan permasalahan yang dihadapi di lapangan, sehingga memudahkan fasilitator dalam mengukur ketercapaian tujuan pelatihan, 2) Proses pelatihan bersifat konstruktivistik, dimana pengetahuan diperoleh peserta pelatihan melalui pengalaman langsung (praktek) yang dilakukan dengan metode ceramah, show and tell, guided practice, dan follow up. Di dalam pembentukan sikap peserta, pelatih melakukan kegiatan melalui bimbingan dan pembinaan, dan 3) Peran dan kerjasama antara pengelola, pelatih, dan peserta dalam mencapai tujuan pelatihan merupakan hal yang mendukung pelatihan ini, sedangkan kurangnya kedisiplinan dalam penyelenggaraan pelatihan ini merupakan faktor penghambatnya. Saran yang direkomendasikan dalam penelitian ini agar pihak perusahaan dapat membangun motivasi karyawan melalui kesadaran dan kepedulian yang berorientasi kepada customer dengan mengikut-sertakan karyawan pada pelatihan-pelatihan yang memiliki nilai psikologis seperti ESQ atau Quantum Life, dan memfasilitasi karyawan dalam kegiatan penyadaran seperti mengikuti kegiatan outbond sehingga karyawan dapat bekerja lebih disiplin. Kata kunci : pendidikan nonformal, pelatihan, pelatihan STAR 2000, keterampilan kerja This research is motivated by the growing competence of employees in KFC in term of serving their costumers which noticed by a decrease in the number of customer complaints toward the services given by the employees. Employee skills in term of serving the customers acquired through training activities STAR 2000 which is compulsory training for candidate of new employees. This study purposes to describe and analyze about: 1) the design of training STAR 2000, 2) training process STAR 2000, and 3) the supporting factor and inhibiting factors in the implementation of training STAR 2000. This study was conducted using a descriptive method with qualitative approach, subject of the research is KFC employees who have involved training STAR 2000. Research subject determined as many as five people who were selected using purposive sampling technique. Data were collected by using observation technique, interview, document studies and triangulation. From the results of this research concluded that: 1) training on STAR 2000 dynamically compiled based on the target competences and problem faced in the field, therefore easier for facilitators to measure the achievement of training objectives, 2) the training process is constructivist, where knowledge gained member of training through direct experience (practice) which is done the lecture method, show and tell, guided practice, and follow-up. The method of forming attitudes of participants, instructors make activities such as mentoring, and 3) the role and cooperation among managers, instructors, and participants in achieving the goal of training is to support the training, while the lack of discipline in the implementation of this training is the inhibiting factors. Suggestion that recommended in this study so that the company be able to build motivation of the employees through awareness and concern which oriented toward customer therefore employees can work more discipline by involving them on trainings which have psychological value such ESQ or Quantum life, and also facilitating the employees to motivate their selves by giving them team building activities. Keywords: non-formal education, training, training STAR 2000, work skills.
| Item Type: | Thesis (S1) |
|---|---|
| Subjects: | Universitas Pendidikan Indonesia > Fakultas Ilmu Pendidikan > Pendidikan Luar Sekolah |
| Divisions: | Fakultas Ilmu Pendidikan > Pendidikan Luar Sekolah |
| Depositing User: | DAM STAF Editor |
| Date Deposited: | 21 Feb 2014 01:57 |
| Last Modified: | 21 Feb 2014 01:57 |
| URI: | http://repository.upi.edu/id/eprint/6661 |
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