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All Journal Journal of Business and Management Indonesian Journal of Business and Entrepreneurship (IJBE) The Asian Journal of Technology Management (AJTM) Jurnal Manajemen Indonesia Journal of Economic, Bussines and Accounting (COSTING) Journal of Psychological Science and Profession Jurnal Ilmiah Manajemen Kesatuan Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Journal of Economics and Business UBS BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi International Journal of Social Service and Research Interdisciplinary Social Studies International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Jurnal Impresi Indonesia Jurnal Transportasi Multimoda Journal of International Conference Proceedings International Journal of Management, Entrepreneurship, Social Science and Humanities (IJMESH) Eduvest - Journal of Universal Studies JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Journal Integration of Management Studies
Sushandoyo, Dedy
School Of Business And Management, Institut Teknologi Bandung
Religion Aerospace Engineering Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Public Health Social Sciences Transportation

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Reducing Loss Production Opportunity (LPO) at PT Pertamina EP Donggi Matindok field Bayu Wisnu Ady Kusmono; Yuni Ros Bangun; Dedy Sushandoyo
Interdisciplinary Social Studies Vol. 3 No. 4 (2024): Regular Issue: July-September 2024
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v3i4.730

Abstract

Pertamina EP Donggi Matindok Field (PEP DMF) in Regional 4 significantly contributes to production and profit, accounting for 1.95% of total SHU production and 2.46% of net profit by the third quarter of 2023. However, PEP DMF faces challenges with Loss Production Opportunity (LPO), which denotes the gap between potential and actual production, impacting both production performance and revenue. The research aims to tackle the increase in Loss Productivity Opportunity (PPO) by identifying the main problems, analyzing contributing factors, determining root causes, and developing strategies to mitigate LPO, particularly focusing on the 2023 increase. Through a structured approach, the study provides a comprehensive analysis of the issues leading to increased LPO and offers practical business solutions, contributing valuable insights that can be applied to similar industrial challenges. The root causes were pinpointed using the Failure Mode and Effects Analysis (FMEA) and Pareto Diagram methods, identifying primary issues as unreliable IGBT components, the absence of certified engineers, and discontinued spare parts for the VSD Booster Compressor. The recommended solution, determined through Kepner-Tregoe Decision Analysis, is to replace a new brand that has domestic engineers and its spare parts are still being produced.
Strategic Human Capital Management for Improving Staff Competencies: A Case Study of Universitas Padjadjaran’s Effort to Increase International University Ranking Arief, Denden Firman; Sushandoyo, Dedy
Journal of Psychological Science and Profession Vol 9, No 3 (2025): Jurnal Psikologi Sains dan Profesi (Journal of Psychological Science and Profess
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jpsp.v9i3.68406

Abstract

Internationalization is a strategic priority for universities seeking to strengthen their global standing, yet key research gaps persist. Existing studies predominantly focus on academic staff, policy, governance, or leadership, while the operational role of non-academic staff remains underexplored. Research on administrative capacity rarely integrates behavioral competency frameworks or aligns findings with strategic human capital management (SHCM). Systematic models such as the iceberg model are also seldom applied. Empirical evidence from Indonesian universities is particularly limited, especially studies combining competency gap analysis with strategic human capital formulation. This reveals a clear gap in linking non-academic staff readiness to internationalization goals through a competency-based approach. Addressing this gap, this study examines the readiness of non-academic staff at Universitas Padjadjaran, which targets a QS Top 300 ranking by 2029. Using a sequential explanatory mixed-methods design, a validated 72-item survey of 113 staff members was complemented by follow-up interviews. Findings indicate strong behavioral readiness but gaps in operational competencies, suggesting that constraints are primarily organizational. A strategic human capital management roadmap is therefore proposed to align HR practices with internationalization objectives.
Career Management Strategy for Position Succession in PT SMPD Production Unit Muhammad Thariq; Dedy Sushandoyo
Eduvest - Journal of Universal Studies Vol. 5 No. 1 (2025): Journal Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v5i1.50371

Abstract

In the competitive cement industry landscape, PT SMPD faces significant challenges in ensuring competent successors for key positions. This research proposes a comprehensive career management strategy to address this issue, focusing on leadership development and succession planning, competency management, cultural transformation, and strategic alignment. Using a qualitative methodology, data was collected through interviews, observations, and document analyses over three months at PT SMPD. The findings indicated considerable gaps in recruitment, competency development, and leadership training. The proposed strategy includes a 24-month phased implementation plan starting with succession planning and leadership development, followed by competency assessment, performance management, and HR technology integration. The strategy emphasised strong executive support, dedicated cross-functional teams, effective communication, and prioritising data and analysis. The results show that a structured approach to career management can significantly improve leadership pathways, employee engagement, and organisational performance. By implementing this strategy, PT SMPD can develop a future-ready workforce, achieve strategic goals, and emerge as an industry leader in career management practices.
Strategic Competency Development for Frontliners to Strengthen Customer Loyalty: A Study in General Insurance Services at PT XYZ Ayu Indriani Martawilaga; Dedy Sushandoyo
Eduvest - Journal of Universal Studies Vol. 6 No. 3 (2026): Eduvest - Journal of Universal Studies
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/eduvest.v6i3.52537

Abstract

The general insurance market in Indonesia remains growing and competition is shifting towards the service excellence side with diminishing product differentiation. As for PT XYZ, the frontline employees are the tip of the spear in determining how the customer feels about the company. Consider the performance of the companys Customer Loyalty Index CLI between 2020–2024 it is below the target and those of competitors suggesting the firm faces challenges sustaining loyalty. Customer feedback indicates satisfaction is associated with frontline capability when interacting during service provision. The purpose of this study is to measure the competency of the frontline at PT XYZ, to analyze the gap of competency from which lead to loyalty, and to recommend the strategy for improvement. Using the Knowledge–Skills–Attitudes (KSA) framework, this study identifies four critical competencies which directly impact customer loyalty (1) customer knowledge (2) problem-solving ability (3) adaptability ability and (4) Empathy Attitude. Taking a mixed-methods approach that combines competency assessments with expert interviews, the results indicate that current capability levels for these four competencies remain well below human-expected thresholds. Not enough understanding of the customer leads to less personalization, bad problem resolution leads to slower service resolution, low adaptability leads to disrupted responsiveness in the face of a system or policy changes, and weak empathy leads to diminished emotional connection with the customer. We propose a competency improvement plan based onfocused development programs in customer insight and modeling, sensitive exposure to customer behavior, discipline in practical problem-solving, and customer empathy-oriented service approach reinforcement. 
The Impact of Flexible Work Arrangements on Individual Performance in Government Institutions: A Systematic Review Cipta Gusti Batara M. Nur; Henndy Ginting; Dedy Sushandoyo
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.3967

Abstract

The rapid advancement of technology and the Covid-19 pandemic have accelerated the global adoption of remote work models, yet their implementation in the public sector, particularly in Indonesia, remains limited. In response, the Indonesian government introduced flexible working arrangements for civil servants to provide temporal and spatial flexibility. Nevertheless, empirical evidence on the impact of flexible work arrangement on civil servant performance is still scarce, highlighting the need for further academic investigation. The purpose of this study is to conduct a literature review on the use of flexible working arrangements on individual performance in government agencies. The method used is a systematic literature review, which will use the Scopus database in conducting a literature review. From the results of the literature review, the success of the flexible work arrangement in the government sector is influenced by the control mechanism, organizational culture, and the role of e-leadership. In addition, fragmentation between organizations without performance standards and uniform technology platforms has the potential to weaken the implementation of diversity. The implication is that the government needs to design performance standards and an integrated technology infrastructure so that the implementation of flexible work arrangements is more effective and efficient in all agencies.
Designing Knowledge Management for Legal Aspects to Enhance Governance of A Company in The Energy Sector (Case Study: PT KI) Aditya Pramoda Ramadhan; Dedy Sushandoyo
Jurnal Impresi Indonesia Vol. 5 No. 8 (2026): Jurnal Impresi Indonesia
Publisher : Riviera Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58344/jii.v5i8.7921

Abstract

Recently, the energy sector has experienced rapid growth in response to increasing global energy demand. Effective legal compliance is a key factor in achieving good corporate governance (GCG). To address this challenge, this study examined the current conditions and challenges of knowledge management in the legal function at PT KI, as well as explored how the implementation of knowledge management practices in legal processes could strengthen PT KI’s GCG. The research process involved problem identification, data collection through semi-structured interviews with company management, and analysis using several methods, including the People, Process, and Technology framework and SECI Analysis to evaluate the current state of knowledge management implementation at PT KI, as well as SWOT and TOWS analyses to identify areas for improvement. The objective was to understand the existing conditions at PT KI, particularly regarding the implementation of knowledge management within the legal function. The findings recommended the establishment of a Legal & Compliance Department and the development of comprehensive guidelines in the form of a framework and standard operating procedures (SOPs) based on the proposed business solution to implement knowledge management practices for the legal function and enhance PT KI’s corporate governance.
CORE COMPETENCIES OF BANCASSURANCE SALES MANAGERS IN INDONESIA: A CASE STUDY OF THE BANCASSURANCE CHANNELThe life insurance industry in Indonesia faces increasingly complex growth challenges, particularly in the bancassurance channel, which operates under Ariesta Handoko Pratama; Dedy Sushandoyo
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 5 (2026): October (ON-PROGRESS)
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The life insurance industry in Indonesia faces increasingly complex growth challenges, particularly in the bancassurance channel, which operates under high target pressure, and with dependence on the quality of collaboration between insurance and banking companies. Under these conditions, the role of the Bancassurance Sales Manager (BSM) are responsible for achieving sales targets, managing teams, maintaining business relationships, and ensuring the effectiveness of field activities. This study aims to identify the core competencies of high-performing BSMs in Indonesia using a sequential exploratory mixed-method approach. The first stage was conducted through in-depth interviews with six high-performing BSMs. The second stage consisted of a survey of 38 respondents using a questionnaire based on Hersey and Blanchard's situational leadership. The results identified four core competencies of high-performing BSMs : (1) situational leadership, (2) business relationship, (3) adaptive team management, and (4) time management. The quantitative findings showed the dominance of S1 and S3 leadership styles as well as significant correlations in sales coaching and team meeting activities. These findings confirm that BSM effectiveness is determined by the ability to adapt in leading, build strategic business relationships, manage teams flexibly, and regulate time in a disciplined manner according to the demands of the bancassurance business.
Improving Customer Service Performance Using PPT and SECI: A Literature Review of Bluegreen Bank Case Benedicta Anggit Sekartaji; Dedy Sushandoyo
Journal Integration of Management Studies Vol. 3 No. 1 (2025)
Publisher : Integrasi Sains Media

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58229/jims.v3i1.282

Abstract

Customer service is crucial in the banking industry, directly impacting customer satisfaction, trust, and overall business performance. However, many financial institutions face challenges in managing knowledge effectively, leading to inconsistent service quality, operational inefficiencies, and regulatory compliance risks. This study examines the role of Knowledge Management (KM) in enhancing customer service performance, with a specific focus on the People, Process, and Technology (PPT) framework and the SECI Model (Socialization, Externalization, Combination, and Internalization). Through a systematic literature review (SLR), this study synthesizes insights from academic research on KM implementation in banking customer service, identifying key benefits, challenges, and best practices. The findings reveal that effective KM adoption significantly improves service accuracy, reduces response times, and enhances customer engagement by ensuring service representatives have instant access to structured knowledge repositories. Furthermore, KM facilitates regulatory compliance and data security by providing automated updates on financial policies, fraud prevention measures, and data protection standards. However, barriers such as employee resistance, fragmented knowledge systems, and outdated IT infrastructure hinder the implementation of KM frameworks in banking institutions. To address these challenges, this study recommends integrating AI-driven KM platforms, standardizing knowledge-sharing practices across branches, and fostering a knowledge-sharing culture through training and incentives. Banks can leverage structured KM frameworks to enhance operational efficiency, build long-term customer loyalty, and strengthen their position in an increasingly digitalized financial landscape. Future research should explore the role of AI and emerging technologies in optimizing KM practices for customer service excellence.
Co-Authors Aditya Pramoda Ramadhan Adjisena, Muhammad Daffa Akhmad Rizal Arifudin Angelina, Dian Anggara Wisesa Anzy Indrashanty Ardanta, Wigakarim Arief, Denden Firman Ariesta Handoko Pratama Aryo Dwi Harprayudi Aurik Gustomo Ayu Indriani Martawilaga Bayu Wisnu Ady Kusmono Belgiawan, Prawira Fajarindra Benedicta Anggit Sekartaji Cipta Gusti Batara M. Nur Dedy Cahyadi Dian Angelina Donald Crestofel Lantu Dyah Putri Puspitasari Elviana R. Simbolon Fahri Muhammad Fahri Muhammad, Fahri Fitriana Dewi, Emilia Hakim, Bachtiar Firdaus Lukman Harimukti Wandebori Hasriwan Putra Henndy Ginting Herawati Herawati Herma Juniati Hilda Yolanda* Irawati Andriani Leo Aldianto Liane Okdinawati Listantari Listantari Maria Magdalena Marlia Herwening Mirzanti, Isti Raafaldini MUHAMAD RIZKI Muhammad Thariq Nandini, Widya Naufal Al Labib Tisyadi Nurindah Tiffani Rachman Reslyana Dwitasari Retna Ayu Mustikarini Kencanasari Rita Pasaribu Sabila Syarafina Salsabila, Unik Hanifah Subiakto Soekarno Suci Susanti Sudrajad, Oktofa Yudha Sugiyanto Sugiyanto Terry Yessi Evelin Tisyani, Aisha Salsabila Umiyatun hayati Triastuti Win Akustia Yessi Gusleni Yolanda*, Hilda Yudhistira, Diaz Satriavi Yuni Ros Bangun yuveline aurora