Kepuasan pelanggan adalah perbandingan antara kinerja yang diharapkan oleh pelanggan dibandingkan dengan kinerja aktual di lapangan. Ketika kinerja aktual lebih tinggi dibandingkan dengan harapan pelanggan maka pelanggan merasakan puas dan sebaliknya. Pada kasus perusahaan jasa, kepuasan pelanggan adalah salah satu faktor penting dalam menciptakan iklim bisnis yang baik, pada contoh kasus ini, SBU Laboratory Cibitung PT Sucofindo (Persero) belum maksimal dalam memuaskan hasrat pelanggan, untuk itu perlu dianalisis faktor apa saja yang berpengaruh. Dilihat dari kualitas pelayanan serta aplikasi bauran pemasaran yang meliputi variabel Reliability, Responsiveness, Assurance, Empathy, Tangible, Product Quality, dan Price di SBU Laboratory Cibitung PT Sucofindo (Persero) yang dianalisis melalui Importance Performance Analysis (IPA) maka dari tiga puluh lima atribut yang termasuk pada tujuh variabel tersebut maka ada dua hal penting yang perlu di improvisasi yaitu mengenai atribut biaya jasa yang ditawarkan PT Sucofindo harus sesuai dengan kualitas dan paket harga yang ditawarkan agar terjangkau/menarik, sedangkan dari analisis gap antara kinerja aktual dan harapan maka dapat diketahui bahwa kinerja SBU Laboratory Cibitung PT Sucofindo (Persero) belum ada yang melampaui harapan pelanggan. Kata Kunci : kualitas pelayanan, aplikasi bauran pemasaran, importance performance analysis (IPA), kepuasan pelanggan

The industrial growth and technology development need competent human resource in every business organization. The presence of millennial and Generation Z has increasingly dominated workforce presenting a new challenge for organizations to provide work climate that supports their development. It has been surveyed that millennial generation is tech savvy but less patient to stay in an organization. The ability to retain and develop millennial and generation Z is the organization's key success factor to continuously improve its business performance and sustainable growth. The new approach HR management strategies are needed to make sure achieving the business outcome (growth revenue, growth profit, lower cost). The Framework of Organizational Sustainability Model in era 4.0 is designed to map out the HR strategies in order to achieve a sustainable competitive advantage. The organizational key drivers would be the input for this model to support employee core competencies so as to give their outstanding performance and increase productivity. Having skills and experience are not enough for employees, they have to make a commitment and well motivated that is shaped by a strong organizational culture and climate. The current research has provided AMO (Ability, Motivation, Opportunity) model approach to support for the key theoretical propositions. The study is imperative for practitioners and organizations since it offers Human Resource Management strategies as a suggestions and guidelines to develop human capital for improving organizational performance and for gaining sustainable competitive advantage.

ABSTRAK ABSTRACTIn a company, production scheduling has an important role. One of many role is knowing when a job will be started and when it will be finished. Scheduling that goes well will have a positive impact, i.e. minimize operating costs and delivery time, which can increase the customer satisfaction. PT. XYZ is a manufacturing company engaged in the field of Flexible Packaging and uses the job shop scheduling for their operating system. The problem that sometimes happens here is, a lot of demand from consumers led to accumulation of work or goods so as to form a long queue that cannot be solved optimally. The steps are performed in this study is the observation of the company, problem identification, problem definition, research objectives, limitation problems, assumptions, literature study, data collection and processing, analysis, and then the last stage is the conclusion and suggestion. The method used in this study is nondelay algorithm using multiple machines in accordance with the state of most companies today. From this study it can be concluded that the scheduling method by using non-delay algorithm with multiple machines is more optimal better than the methods that have been used by the company today. With this method, to produce 48 jobs with 33 machines require 373 hours makespan, 6.711 of flow time and tardiness as many as 118 hours.

Transportation planning is one of the important components to increase efficiency and effectiveness in the supply chain system. Good planning will give a saving in total cost of the supply chain. This paper develops the new VRP variants', VRP with backhauls, multiple trips, and time window (VRPBMTTW) along with its problem solving techniques using Ant Colony Optimization (ACO) and Sequential Insertion as initial solution algorithm. ACO is modified by adding the decoding process in order to determine the number of vehicles, total duration time, and range of duration time regardless of checking capacity constraint and time window. This algorithm is tested by using set of random data and verified as well as analyzed its parameter changing. The computational results for hypothetical data with 50% backhaul and mix time windows are reported.

Green human resource management (GHRM) plays an important role in organizations’ sustainable development strategies. However, there is still a research gap on the integration of available GHRM-related knowledge to gain a competitive advantage. Objectives: Thus, the purpose of this paper is to conduct a literature review on GHRM aimed at proposing detailed research on those gaps in order to gain competitive advantages for future studies. Methodology: First, this work applies the keyword GHRM and "competitive advantage" for articles above the year 2017 and selects articles indexed in Scopus only. We have conducted a preselect process to figure out the appropriate articles related to GHRM and competitive advantage. We have also selected and reviewed 18 articles discussing the relationship between GHRM and competitive advantage.Finding: Last, the study addresses research gaps and proposes a research framework for further studies.Conclusion: Analysis of the relevant literature is presented in descriptive analysis and a research framework that focuses on GHRM for a future research agenda. This review is important for researchers in GHRM to identify research gaps for competitive advantage. It is suggested that mediating variables, such as organizational citizenship behavior for the environment and environmental performance, have to be included in GHRM's future research to gain a competitive advantage.