The Importance of Competency in Outsourcing Officer Performance

Oct 13, 2025 by wbrum.org 142 views

Analysis of the Effect of Competency on the Performance of Outsourcing Officer Engineering Services at PT PLN (Persero) Parent Unit of North Sumatra Region

In today's fast-paced and highly competitive business environment, companies are constantly seeking ways to improve their operational efficiency and effectiveness. One of the strategies employed by many organizations is to reduce costs by evaluating the cost of Human Resources (HR). One common approach to achieving this goal is through the implementation of outsourcing systems in various fields, including at PT PLN (Persero), the North Sumatra Region Parent Unit, which has transferred engineering services to third parties. However, the company faces significant challenges related to the decline in the performance of outsourcing officers in terms of responding to customer complaints and the time of recovery of electricity disorders.

The Importance of Competency in Outsourcing Officer Performance

The purpose of this study is to analyze how the competence of officers, consisting of variables of knowledge, skills, and behavior, affects the performance of engineering services at PT PLN (Persero) Parent Unit of North Sumatra Region. Through descriptive and quantitative analysis such as F test, T test, multiple linear regression, and R² determination coefficient, this study seeks to provide a clear picture of the factors that affect the performance of outsourcing officers.

Research Findings

The results of this study showed that around 63.5% of officers' performance could be explained by the variable knowledge, skills, and behavior. Test F proves that the three variables have a simultaneous significant effect on performance. From multiple regression analysis, it can be concluded that skills have the greatest influence on performance, with a contribution of 64.6%. Followed by knowledge that contributed 19%, and behaviors that despite having a positive influence, only contributed 4.8%.

Partial Test (T Test) Analysis

Partial test (T test) indicates that both knowledge and skills have a significant influence on performance, while behavior has a positive but insignificant influence. This finding underlines the importance of developing skills and knowledge for outsourcing officers to improve performance in technical services.

Deeper Analysis of Competency Factors

More analysis shows that improving officers' skills is a strategic step that must be taken by the management of PT PLN (Persero). In the context of outsourcing, where third parties are responsible for services, it is essential for companies to ensure that outsourcing workers have adequate skills to meet high customer service standards. Employee training and development is the key to increasing response time in handling complaints and recovery time in restoring electrical disorders.

Knowledge also plays an important role; Officers who have a good understanding of the systems and technical procedures will be better able to overcome the problems that arise. Therefore, investment in education and training on an ongoing basis for outsourcing officers is very necessary.

Behavior, although it does not show a significant effect, still has an impact on the work environment and interaction with customers. Building a positive and responsive work culture can also contribute to overall performance improvement.

Conclusion and Recommendations

The conclusion of this analysis is that the strengthening of competencies through increasing the knowledge and skills of outsourcing officers is very important to improve the performance of engineering services at PT PLN (Persero) the main unit of North Sumatra. The company must focus on developing HR in the context of outsourcing to ensure that service quality is maintained even though the service is handed over to third parties. Continuous development and training becomes a long-term investment that will bring benefits to companies in increasing customer satisfaction and operational effectiveness.

Implications for PT PLN (Persero) and Other Organizations

The findings of this study have significant implications for PT PLN (Persero) and other organizations that outsource engineering services. The study highlights the importance of developing the skills and knowledge of outsourcing officers to improve performance in technical services. It also emphasizes the need for continuous training and development to ensure that outsourcing workers have the necessary skills to meet high customer service standards.

Future Research Directions

This study provides a foundation for future research on the impact of competency on outsourcing officer performance. Future studies can build on this research by exploring other factors that affect outsourcing officer performance, such as organizational culture and leadership style. Additionally, future research can investigate the effectiveness of different training and development programs in improving outsourcing officer performance.

Limitations of the Study

This study has several limitations that should be noted. The study was conducted at a single organization, PT PLN (Persero), and the findings may not be generalizable to other organizations. Additionally, the study relied on self-reported data from outsourcing officers, which may be subject to biases and limitations.

Conclusion

In conclusion, this study provides valuable insights into the impact of competency on outsourcing officer performance. The findings highlight the importance of developing the skills and knowledge of outsourcing officers to improve performance in technical services. The study also emphasizes the need for continuous training and development to ensure that outsourcing workers have the necessary skills to meet high customer service standards.
Frequently Asked Questions (FAQs) on the Analysis of the Effect of Competency on the Performance of Outsourcing Officer Engineering Services at PT PLN (Persero) Parent Unit of North Sumatra Region

Q: What is the main objective of this study? A: The main objective of this study is to analyze how the competence of officers, consisting of variables of knowledge, skills, and behavior, affects the performance of engineering services at PT PLN (Persero) Parent Unit of North Sumatra Region.

Q: What are the key findings of this study? A: The key findings of this study are that around 63.5% of officers' performance could be explained by the variable knowledge, skills, and behavior. Test F proves that the three variables have a simultaneous significant effect on performance. From multiple regression analysis, it can be concluded that skills have the greatest influence on performance, with a contribution of 64.6%. Followed by knowledge that contributed 19%, and behaviors that despite having a positive influence, only contributed 4.8%.

Q: What is the significance of this study? A: This study is significant because it highlights the importance of developing the skills and knowledge of outsourcing officers to improve performance in technical services. It also emphasizes the need for continuous training and development to ensure that outsourcing workers have the necessary skills to meet high customer service standards.

Q: What are the implications of this study for PT PLN (Persero) and other organizations? A: The implications of this study for PT PLN (Persero) and other organizations are that they must focus on developing HR in the context of outsourcing to ensure that service quality is maintained even though the service is handed over to third parties. Continuous development and training becomes a long-term investment that will bring benefits to companies in increasing customer satisfaction and operational effectiveness.

Q: What are the limitations of this study? A: The limitations of this study are that it was conducted at a single organization, PT PLN (Persero), and the findings may not be generalizable to other organizations. Additionally, the study relied on self-reported data from outsourcing officers, which may be subject to biases and limitations.

Q: What are the future research directions based on this study? A: The future research directions based on this study are to explore other factors that affect outsourcing officer performance, such as organizational culture and leadership style. Additionally, future research can investigate the effectiveness of different training and development programs in improving outsourcing officer performance.

Q: What are the recommendations for PT PLN (Persero) and other organizations based on this study? A: The recommendations for PT PLN (Persero) and other organizations based on this study are to:

Develop the skills and knowledge of outsourcing officers to improve performance in technical services
Invest in continuous training and development to ensure that outsourcing workers have the necessary skills to meet high customer service standards
Focus on developing HR in the context of outsourcing to ensure that service quality is maintained even though the service is handed over to third parties

Q: What are the benefits of this study for PT PLN (Persero) and other organizations? A: The benefits of this study for PT PLN (Persero) and other organizations are that it provides a clear picture of the factors that affect the performance of outsourcing officers, and highlights the importance of developing the skills and knowledge of outsourcing officers to improve performance in technical services. It also emphasizes the need for continuous training and development to ensure that outsourcing workers have the necessary skills to meet high customer service standards.