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Identification Of Learning Needs To Enhance Competitive Advantage at PT PLN (Persero) ULP Sungguminasa

In: Proceedings of the 9th International Conference on Accounting, Management, and Economics 2024 (ICAME 2024)

Author

Listed:
  • Yusniati Hasyim

    (Hasanuddin University)

Abstract

This study discusses the importance of Human Resources (HR) in creating an organizational competitive advantage through continuous learning and development. Focusing on the Customer Service Unit (ULP) of PT PLN (Persero) Sungguminasa, this study aims to identify learning needs to improve service quality and overall organizational performance. The method used is qualitative research with a description of the approach, involving interviews and observations to collect data from six informants consisting of managers and team leaders. The results showed that training in communication skills, stress management, and remote conflict resolution helped employees improve customer experience and reduce complaint resolution time by up to 20%. Supervisor support and an ongoing learning culture play an important role in the successful application of learned skills. By effectively developing employee skills through continuous learning and training, PT PLN is able to improve efficiency, employee retention, and customer service quality, ultimately contributing to organizational excellence and improved performance.

Suggested Citation

  • Yusniati Hasyim, 2025. "Identification Of Learning Needs To Enhance Competitive Advantage at PT PLN (Persero) ULP Sungguminasa," Advances in Economics, Business and Management Research, in: Mursalim Nohong & Fitra Roman Cahaya & Phung Minh Tuan & Arifuddin Mannan & Anas Iswanto Anwar & Ria (ed.), Proceedings of the 9th International Conference on Accounting, Management, and Economics 2024 (ICAME 2024), pages 1736-1742, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-758-8_137
    DOI: 10.2991/978-94-6463-758-8_137
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