PENGEMBANGAN SISTEM MANAJEMEN DAN PENILAIAN KINERJA BERBASIS BUKTI PADA PERUSAHAAN PIALANG ASURANSI BERSKALA KECIL: STUDI ACTION RESEARCH

Gerald Andrew Renee Pieloor; Muh Deddy Hanif. S

doi:10.31539/ets0fz16

Authors

Gerald Andrew Renee Pieloor Sekolah Tinggi Manajemen Asuransi Trisakti
Muh Deddy Hanif. S Sekolah Tinggi Manajemen Asuransi Trisakti

DOI:

https://doi.org/10.31539/ets0fz16

Keywords:

Manajemen Kinerja; Penilaian Kinerja; Action Research; Pialang Asuransi; Indikator Kinerja Utama

Abstract

Penelitian ini mengembangkan sistem manajemen dan penilaian kinerja berbasis bukti bagi Bagian Teknik dan Klaim pada perusahaan pialang asuransi berskala kecil di Indonesia. Sebelumnya, perusahaan mengandalkan pertimbangan manajerial tanpa KPI individual terdokumentasi, rubrik penilaian, standar bukti, kalibrasi, dan tindak lanjut pengembangan yang sistematis. Penelitian terapan kualitatif dilakukan melalui dua siklus action research. Data diperoleh dari wawancara semi-terstruktur dengan direktur, diskusi validasi bersama dua kepala bagian dan dua staf, observasi terbatas, telaah dokumen, serta simulasi prototipe. Siklus pertama menghasilkan alur manajemen kinerja dan formulir awal, tetapi masih menunjukkan indikator ambigu, bobot seragam, keterlacakan bukti terbatas, dan belum adanya evaluasi tengah tahun. Siklus kedua mengintegrasikan KPI berbobot, target operasional, sumber bukti, rubrik perilaku, evaluasi tengah tahun, kalibrasi, tanggapan karyawan, dan rencana pengembangan individu, dengan Finance and General Affairs sebagai pemilik proses. Penelitian mengusulkan arsitektur minimum tata kelola kinerja yang memadukan perangkat pengukuran teknis, kalibrasi sosial, dan kepemilikan proses. Prototipe menunjukkan kelayakan kontekstual awal, tetapi efektivitas dan reliabilitas antarpenilai belum diuji secara longitudinal.

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