Strategi Adaptasi Divisi Asuransi Contractors All Risk Di Tengah Dinamika Rotasi Personel Dan Tekanan Deadline: Implikasi Terhadap Customer Engagement Di PT MIR Jakarta
DOI:
https://doi.org/10.37385/ceej.v7i1.11497Keywords:
Strategi Adaptasi, Rotasi Personel, Tekanan Deadline, Customer Engagement, Asuransi Contractors All Risk.Abstract
Penelitian ini bertujuan menganalisis strategi adaptasi Divisi Asuransi Contractors All Risk (CAR) PT MIR Jakarta dalam menghadapi dinamika rotasi personel dan tekanan deadline serta implikasinya terhadap customer engagement. Penelitian menggunakan metode kualitatif dengan pendekatan studi kasus. Data diperoleh melalui wawancara mendalam, observasi, dan dokumentasi terhadap karyawan serta pihak terkait dalam proses operasional divisi CAR. Hasil penelitian menunjukkan bahwa rotasi personel dan tingginya tekanan waktu berpotensi menimbulkan hambatan dalam transfer pengetahuan, koordinasi kerja, dan konsistensi pelayanan kepada pelanggan. Untuk mengatasi tantangan tersebut, perusahaan menerapkan strategi adaptasi berupa standardisasi prosedur kerja, penguatan komunikasi internal, percepatan transfer knowledge, pemanfaatan teknologi informasi, serta peningkatan kolaborasi tim. Strategi tersebut terbukti membantu menjaga kualitas layanan, memperkuat hubungan dengan pelanggan, dan mempertahankan customer engagement di tengah perubahan organisasi dan tuntutan operasional yang tinggi.
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