Decreased Work Productivity

Oct 13, 2025 by wbrum.org 82 views

Analysis of Workload Using the NASA-TLX Method to Determine the Optimal Number of Employees at the USU Branch of BNI Bank

Introduction

PT. Bank Negara Indonesia (BNI) plays a vital role in the Indonesian economy, with increasing public confidence in this financial institution. However, the BNI USU Medan Branch has faced problems related to delayed customer services, ranging from taking the queue number to teller services. To overcome this, research was conducted using the NASA-TLX method and work sampling to determine the optimal number of teller employees and the percentage of employee productive time.

Understanding the NASA-TLX Method

The NASA-TLX (National Aeronautics and Space Administration Task Load Index) method is a widely used tool to measure the mental workload of individuals in various professions, including banking. This method assesses six key factors that contribute to mental workload: mental demand, physical demand, temporal demand, performance, effort, and frustration. The results of the NASA-TLX method show that the highest mental workload is experienced by teller 3 (83%) and teller 6 (81.67%). The "mental demand" indicator is found to be a dominant factor that affects the teller's mental workload, indicating that complex tasks and high cognitive demands are the main causes of high mental workload.

Work Sampling Method: Calculating Productive Time

The work sampling method is applied to calculate the percentage of productive time for each teller. The results show that teller 2 has the highest percentage of productive time at 90.7%. In general, the measurement results indicate that the workload of the Mental Teller at BNI USU Medan branch is relatively high.

The Consequences of High Mental Workload

High mental workload, if left unchecked, can have a negative impact on teller employees, including:

Work Stress

Excessive mental workload can cause mental, emotional, and physical fatigue, resulting in work stress. This can lead to decreased job satisfaction, absenteeism, and turnover.

Decreased Work Productivity

Work stress can reduce concentration, focus, and work effectiveness, ultimately affecting the quality of service provided to customers.

Employee Turnover

Employees who experience work stress may feel uncomfortable and finally choose to resign, leading to a loss of skilled and experienced staff.

Solutions to Overcome High Mental Workload and Increase Operational Effectiveness

To overcome high mental workload and increase the operational effectiveness of BNI USU Medan Branch, the following solutions can be applied:

Increasing the Number of Tellers

The results showed that the teller's mental workload was very high. Adding the number of tellers can help reduce the workload of each individual and improve service quality.

Increasing Operational Efficiency

Conducting reviews and optimization of existing work processes can help reduce the time wasted and increase efficiency.

Training and Development

Providing training and development to tellers to improve their skills and knowledge in handling complex tasks can help reduce mental workload.

Stress Management Program

Introducing stress management programs to help tellers in overcoming work stress and maintaining mental balance can improve job satisfaction and reduce turnover.

A More Efficient Queue System

Improving the queue system to make it more effective and transparent can reduce customer waiting time and improve the overall customer experience.

Conclusion

This study highlights the importance of paying attention to the mental workload of teller employees at BNI USU Medan Branch. By applying the right solution, BNI can improve service quality, maintain employee productivity, and create a more positive and healthier work environment.

Recommendations

Based on the findings of this study, the following recommendations are made:

BNI USU Medan Branch should increase the number of tellers to reduce the workload of each individual and improve service quality.
The bank should conduct regular reviews and optimization of existing work processes to increase operational efficiency.
Training and development programs should be provided to tellers to improve their skills and knowledge in handling complex tasks.
A stress management program should be introduced to help tellers in overcoming work stress and maintaining mental balance.
The queue system should be improved to make it more effective and transparent, reducing customer waiting time and improving the overall customer experience.

By implementing these recommendations, BNI USU Medan Branch can improve the mental workload of teller employees, increase operational effectiveness, and provide better service to customers.
Frequently Asked Questions (FAQs) About Workload Analysis Using the NASA-TLX Method

Q: What is the NASA-TLX method?

A: The NASA-TLX (National Aeronautics and Space Administration Task Load Index) method is a widely used tool to measure the mental workload of individuals in various professions, including banking. It assesses six key factors that contribute to mental workload: mental demand, physical demand, temporal demand, performance, effort, and frustration.

Q: What are the benefits of using the NASA-TLX method?

A: The NASA-TLX method provides a comprehensive understanding of the mental workload of employees, helping organizations to identify areas for improvement and develop strategies to reduce workload and improve productivity.

Q: How does the work sampling method work?

A: The work sampling method involves observing employees at regular intervals to calculate the percentage of productive time. This method helps organizations to identify areas where employees are spending too much time on non-productive tasks and develop strategies to improve efficiency.

Q: What are the consequences of high mental workload?

A: High mental workload can lead to work stress, decreased work productivity, and employee turnover. It can also lead to decreased job satisfaction, absenteeism, and turnover.

Q: How can organizations reduce mental workload?

A: Organizations can reduce mental workload by increasing the number of employees, increasing operational efficiency, providing training and development programs, introducing stress management programs, and improving the queue system.

Q: What is the importance of paying attention to mental workload?

A: Paying attention to mental workload is crucial for organizations to improve service quality, maintain employee productivity, and create a more positive and healthier work environment.

Q: How can organizations implement the recommendations from this study?

A: Organizations can implement the recommendations from this study by increasing the number of employees, conducting regular reviews and optimization of existing work processes, providing training and development programs, introducing stress management programs, and improving the queue system.

Q: What are the limitations of this study?

A: This study has several limitations, including the small sample size and the limited scope of the study. Future studies should aim to replicate this study with a larger sample size and a broader scope.

Q: What are the future directions for this research?

A: Future studies should aim to explore the relationship between mental workload and employee performance, as well as the impact of mental workload on employee well-being. Additionally, future studies should aim to develop and test interventions to reduce mental workload and improve employee productivity.

Q: How can organizations measure the effectiveness of their workload reduction strategies?

A: Organizations can measure the effectiveness of their workload reduction strategies by tracking key performance indicators (KPIs) such as employee productivity, job satisfaction, and turnover rates. They can also conduct regular surveys and focus groups to gather feedback from employees and identify areas for improvement.

Q: What are the implications of this study for practice?

A: This study has several implications for practice, including the need for organizations to prioritize employee well-being and mental health, the importance of providing training and development programs to employees, and the need for organizations to improve the queue system to reduce customer waiting time.