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This Author published in this journals
All Journal International Journal of Cyber and IT Service Management (IJCITSM)
Tonggo Marbun
Universitas Pendidikan Indonesia
Computer Science & IT Decision Sciences, Operations Research & Management

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The Role of Artificial Intelligence in Human Capital Management: A Review at PT. Pos Indonesia Sora Baltasar; Tonggo Marbun
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.175

Abstract

PT. Pos Indonesia is committed to overcoming digital era challenges by implementing strategic transformations, particularly through the adoption of Artificial Intelligence (AI). AI plays a key role in enhancing operational efficiency, service quality, and revenue growth. It optimizes logistics, accelerates courier services, and personalizes customer interactions, contributing to an 18.64% increase in business revenue in 2023, reaching Rp 5,479,12 billion. This growth is driven by AI based automation in supply chain management and customer data analysis. The goal of this research is to explore how PT. Pos Indonesia can address AI implementation gaps and optimize its use to gain sustainable competitive advantages in operations and Human Capital Management (HCM). It also aims to provide strategies for developing human resource management and enhancing efficiency through AI. In HCM, AI improves recruitment, training, and employee development, supporting skill analysis, personalized training, and performance evaluation. This transformation aligns with AKHLAK values, fostering collaboration and adaptability while supporting remote work models for O-Rangers and postal agents via realtime monitoring. AI also helps PT. Pos Indonesia adapt to the evolving e-commerce industry by optimizing delivery routes, predicting demand, and empowering digital platforms like Pospay. Automation improves cost efficiency and customer service, strengthening PT. Pos Indonesia position in the digital logistics and courier services market. Through AI integration in HCM and operations, PT. Pos Indonesia enhances profitability and establishes sustainable competitive advantages, positioning itself as a model for technology driven business innovation in Indonesia logistics and financial sectors.
Technology Implementation on Objectives and Key Results in PT. Pos Indonesia 2020-2024 Period Tonggo Marbun; Sora Baltasar; Eeng Ahman
International Journal of Cyber ​​and IT Service Management (IJCITSM) Vol. 5 No. 1 (2025): April
Publisher : International Institute for Advanced Science & Technology (IIAST)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/ijcitsm.v5i1.182

Abstract

This study aims to evaluate the implementation of technology in supporting the Objectives and Key Results (OKR) system at PT. Pos Indonesia during the 2020–2024 period, as part of the transformation into a more agile company. In its efforts to undergo business transformation, PT. Pos Indonesia utilizes technology to support various strategic objectives, such as market share growth, digital transformation, operational efficiency, and the development of customer based services. The technologies implemented include digital applications such as PosAja and PosPay, ERP systems, big data analytics, cloud based data digitization, and work process automation. As an agile company, PT. Pos Indonesia focuses on flexibility, cross-team collaboration, and data driven decision making to quickly respond to market changes. Research results show that the implementation of technology successfully increased transparency, collaboration, and accountability in the execution of OKRs. This technology also supports operational efficiency, service modernization, and the optimization of digital-based human resource management. However, challenges such as limited technological infrastructure, adaptation to a technology based work culture, and the need for employee training remain obstacles that need to be addressed. With a comprehensive agile approach, PT. Pos Indonesia has shown initial success in integrating technology to support OKR, while also strengthening its capabilities in responding to challenges and opportunities in the digital era. Continuous efforts are needed to refine the implementation and drive more adaptive innovation in the future
Co-Authors Eeng Ahman, Eeng Sora Baltasar