Dynamics of Improving The Performance of Engineering Service Employees Through Competence and Motivation: A Qualitative Study At ULP Perbaungan

Abstract

This research aims to explore the dynamics of improving the performance of technical service employees at PT. PLN (Persero) ULP Perbaungan through the perspective of competence and work motivation. With a qualitative case study approach, this study delves deeply into employees' work experiences, perceptions, and realities related to internal factors that drive work productivity. Data was obtained through in-depth interviews, direct observations, and documentation of relevant technical and managerial employees. The results of the study show that the improvement of employee performance is not only influenced by technical abilities and knowledge (competence), but also highly determined by intrinsic motivations such as responsibility, reward, and work morale (motivation). In addition, the quality of human resources which includes aspects of coaching, training, and leadership is also a supporting factor in creating a work environment that supports performance. This study concludes that the synergy between competence, motivation, and efforts to improve the quality of human resources is the strategic key in optimizing the performance of technical service employees in the electricity sector.