Perpustakaan Digital ITB

Organization changes forcing HR Expatriate and Formalities Services (E&FS) to continually seeks new and better ways to match its service delivery result with the goal of the organization. This final project encountered several problems occured in addition to achieve organization milestone in 2009. By identify problems through interview and focus group discussion (FGD) with HR Jakarta Manager, HR E&FS Team Leader, and HR E&FS team member, causes analysis conduct through analyze group of causes reflected from ecah problem identification. Appears that business process, people, external condition and communication contributed most to E&FS problems. To overcome those problems, solution proposed through integrated way using strategic approachment. Based on appropriate solution for each problem arise, service delivery model recommended as a pattern to illustrate service flow of E&FS deliverables. Implementation of service delivery model need several supporting tools that related to document management systems, IT support systems and clarity of role and responsibilities. In addition to clarify responsibilities among E&FS team member, RACI Chart executed as a tools to define responsibilities and apply as a basis for workload analysis arrangement that supported E&FS service delivery model. Good strategy can contribute to accelerate organization achieve expected goals, thus by implement new service delivery model proposed, HR E&FS Jakarta expected to be able to increase responsiveness to customer inquiries.