<![CDATA[This research aims to evaluate the effectiveness of employee training and development program at PT Lancar Wiguna Sejahtera (LAWSON) Cipete Raya Outlet, as well as identify the supporting and inhibiting factors of its success. The research method used is descriptive qualitative with data collection techniques through observation, interviews, and documentation. The study results show that training and development has a positive impact on improving employee competence, motivation, and work productivity. Training materials are considered relevant to daily tasks, although they are still dominated by online delivery of theory, while hands-on practice is still inadequate. The main obstacles in applying the training results include differences in customer characters and technical obstacles in the field. Therefore, it is necessary to increase the proportion of practical exercises, additional materials related to handling customers with difficult characters, and continuous support from management to make the training more applicable and have a real impact in the work context. This research is expected to contribute to designing more effective and sustainable training strategies in the retail sector Penelitian ini bertujuan untuk mengevaluasi efektivitas program pelatihan dan pengembangan karyawan di PT Lancar Wiguna Sejahtera (LAWSON) Outlet Cipete Raya, serta mengidentifikasi faktor pendukung dan penghambat keberhasilannya. Metode penelitian yang digunakan adalah kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil studi menunjukkan bahwa pelatihan dan pengembangan memberikan dampak positif terhadap peningkatan kompetensi, motivasi, dan produktivitas kerja karyawan. Materi pelatihan dianggap relevan dengan tugas sehari-hari, meskipun masih didominasi oleh penyampaian teori secara daring, sementara praktik langsung masih kurang memadai. Kendala utama dalam penerapan hasil pelatihan meliputi perbedaan karakter pelanggan dan hambatan teknis di lapangan. Untuk itu, diperlukan peningkatan proporsi latihan praktik, tambahan materi terkait penanganan pelanggan dengan karakter yang sulit, serta dukungan berkelanjutan dari pihak manajemen guna membuat pelatihan lebih aplikatif dan berdampak nyata dalam konteks kerja. Penelitian ini diharapkan dapat memberikan sumbangsih dalam merancang strategi pelatihan yang lebih efektif dan berkesinambungan di sektor ritel.]]>
