INTEGRATION OF NINE QUADRANT TALENT MATRIX IN KPI EMPLOYEE TO IMPROVE OUTSOURCED IT SERVICES OF PT. MITRA INTEGRASI INFORMATIKA

Ivan Lipotan (Bina Nusantara University, Jakarta, Indonesia)
Riyanto Jayadi (Bina Nusantara University, Jakarta, Indonesia)

Jurnal Teknimedia: Teknologi Informasi dan Multimedia
Vol. 6 No. 2 (2025): Desember 2025

PT Mitra Integrasi Informatika (MII), an information technology outsourcing company, faces significant challenges in managing employee performance data effectively. Currently relying on Excel-based tools combined with the Quadrant 9 Talent Matrix, the existing system suffers from vulnerability to fraud, data fragmentation, low efficiency, and high human error risks — all of which ultimately undermine service quality and customer satisfaction. This research evaluates MII's current talent management system and proposes integrating the Sakura Web Application with the 9 Talent Matrix Quadrant Tool as a comprehensive solution. The proposed system delivers centralized data management, enhanced security, improved reliability, and stronger analytical capabilities, enabling managers to more accurately identify, develop, and retain high-potential employees. Findings demonstrate that the integrated system significantly improves talent management quality. By automating administrative processes and eliminating data fragmentation, operational efficiency increases substantially, allowing the company to redirect focus toward innovation and continuous service improvement. Better talent management directly translates into higher service quality, driving greater customer satisfaction. The research recommends several strategic actions, including full implementation of the integrated information system, regular employee training, periodic monitoring and evaluation, strengthened data security protocols, and fostering a data-driven organizational culture. Beyond its practical contributions to PT MII, this study enriches existing literature on talent management and customer service management, offering valuable insights for organizations seeking to modernize their human resource systems. Companies adopting similar integrated approaches can expect measurable improvements in workforce performance, operational effectiveness, and ultimately, sustained competitive advantage in an increasingly demanding global marketplace.