The Effect of Monitoring Work Processes and Competencies on the Achievement of Key Performance Indicators (KPI) of Cluster Sales Officers (CSO): Case study at PT. Indosat Ooredoo Hutchison Sales AREA Makassar-Gowa

Herman Usman and Ratri Wahyuningtyas

International Journal of Business and Management, 2024, vol. 19, issue 5, 1

Abstract: PT. Indosat Ooredoo Hutshison (IOH) is one of the largest telecommunications companies in Indonesia in the cellular division with the IM3 brand, there are prepaid starter pack products and vouchers with the IM3 brand that must be distributed to the market through traditional outlets quickly and widely. In the sales and marketing organization of PT. Indosat Ooredoo collaborates with Mitra Pengelola Cluster (MPC) who oversees the Cluster Sales Officer (CSO) as the spearhead of the company's partners to distribute IM3 products to outlets or to stores that sell Indosat products This study aims to determine the effect of work process monitoring and Cluster Sales Officer (CSO) Competence on the Achievement of Key Performance Indicators (KPI) of PT. Indosat Ooredoo Hutshison (IOH) in Makassar-Gowa Sales Area. The method used in this study is quantitative with a descriptive type of research. The respondents of this study were 104 Man Power PT. Indosat Ooredoo Hutchison and Mitra Pengelola Cluster (MPC), a method of taking non-probability sampling with saturated sampling. The processed data will be analysed using descriptive analysis techniques using SEM – PLS. Based on the results of hypothesis testing, it was found that the work process monitoring on the achievement of Key Performance Indicators (KPIs) had a positive and significant influence so that this hypothesis could be accepted, that the competence of the Cluster Sales Officer (CSO) had a positive and significant influence on the achievement of Key Performance Indicators (KPIs) So that the results of the hypothesis can be accepted. Meanwhile, the combination of work process monitoring variables and competency variables does not directly affect the achievement of Key Performance Indicators (KPIs) of the Cluster Sales Officer (CSO).

Date: 2024
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