Proceedings of the 9th International Conference on Accounting, Management, and Economics 2024 (ICAME 2024)

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Identification Of Learning Needs To Enhance Competitive Advantage at PT PLN (Persero) ULP Sungguminasa

Authors
Yusniati Hasyim1, *
1Hasanuddin University, Perintis Kemerdekaan Street, Makassar, Indonesia
*Corresponding author. Email: yusniati.hasyim@pln.co.id
Corresponding Author
Yusniati Hasyim
Available Online 30 July 2025.
DOI
10.2991/978-94-6463-758-8_137How to use a DOI?
Keywords
learning needs; excellence; HR development; and organizational performance improvement
Abstract

This study discusses the importance of Human Resources (HR) in creating an organizational competitive advantage through continuous learning and development. Focusing on the Customer Service Unit (ULP) of PT PLN (Persero) Sungguminasa, this study aims to identify learning needs to improve service quality and overall organizational performance. The method used is qualitative research with a description of the approach, involving interviews and observations to collect data from six informants consisting of managers and team leaders. The results showed that training in communication skills, stress management, and remote conflict resolution helped employees improve customer experience and reduce complaint resolution time by up to 20%. Supervisor support and an ongoing learning culture play an important role in the successful application of learned skills. By effectively developing employee skills through continuous learning and training, PT PLN is able to improve efficiency, employee retention, and customer service quality, ultimately contributing to organizational excellence and improved performance.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 9th International Conference on Accounting, Management, and Economics 2024 (ICAME 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
30 July 2025
ISBN
978-94-6463-758-8
ISSN
2352-5428
DOI
10.2991/978-94-6463-758-8_137How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Yusniati Hasyim
PY  - 2025
DA  - 2025/07/30
TI  - Identification Of Learning Needs To Enhance Competitive Advantage at PT PLN (Persero) ULP Sungguminasa
BT  - Proceedings of the 9th International Conference on Accounting, Management, and Economics 2024 (ICAME 2024)
PB  - Atlantis Press
SP  - 1736
EP  - 1742
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-758-8_137
DO  - 10.2991/978-94-6463-758-8_137
ID  - Hasyim2025
ER  -