Analisis Tingkat Kepatuhan Karyawan terhadap SOP melalui Observasi Terstruktur pada PT PIL Jakarta Pusat

Abstract

Employee compliance with Standard Operating Procedures (SOP) is a critical factor in maintaining the consistency and operational effectiveness of logistics companies. This study aims to analyze the level of compliance among operational employees of PT PIL Jakarta Pusat in implementing SOP, to identify the factors influencing compliance, and to reveal the obstacles encountered along with the efforts made to address them. This study employed a qualitative case-study approach, complemented by a supporting quantitative-descriptive profile derived from total sampling of 11 employees from the Freight Supervisor, PPJK Supervisor, and Finance divisions. Structured Observation using a seven-indicator SOP checklist was used to generate an initial compliance profile, while the primary analytical weight rested on in-depth interviews with managers and supervisors, triangulated with documentation study, to explain why compliance on certain indicators remained low. The checklist profiling shows an overall compliance rate of 81.8%, categorized as "Highly Compliant," with the Finance Division recording the highest compliance (94.3%), while the Freight Supervisor and PPJK Supervisor divisions each reached 71.4%. The Procedural Implementation & Compliance indicator (54.5%) and Temporal Compliance (63.6%) were the lowest-scoring indicators, and the in-depth interviews revealed that this stemmed from field flexibility demands, workload pressure, and job-design issues among employees holding dual positions. Factors influencing compliance include employee understanding, workload pressure, and a sanction system lacking a formal reward mechanism. Key obstacles include inconsistent internal audit schedules and reliance on field flexibility. The study recommends more regular audit scheduling, a review of dual-position policies, and the digitalization of operational documents to strengthen future SOP compliance.