This project focuses on the study and analysfs of Human Resources

Development from the Training & Development perspective. We believe human

resources is the quintessence of a service oriented company such as Ancol

especially Dunia Fantasi. Furthermore, we believe training & development is the appropriate methodology to be used in improving human resources productivity.

This project was based on competency model to analyze Dunia Fantasi's employees' capabilities. Our rcscarl.:h allalyzeu thc supcrvisory Icvel, sincc this specialized level tllnctions as the direct point of contact for customers. We believe there is a positive correlation between customer's experiences with employees' Ctlptlbilitics. Customcrs tlrc morc I.:OnCCrllcu with thc vtlluc or cxpcricncc thcy gct when they come to Duia Fantasi. Undoubtedly, the value visitors experience when they come to Dunia l~'antasi is loremost uctermincu by the quality of customer service provided by Dunia Fantasi's employees.

We used I-lay-McBer theory as the loundt1tion to determine the employees' capabilities. The competency structure model from Hay-Macber was used to see the gap between competencies that company must have with competencies that employee's have. Company's competency matrix that we build was based on the vision and mission of Ancol and Dunia Fantasi. And then, we used Behavioral Even/in/erview as our tool to build cmployecs' compctcncy matrix. And finally, we build our training and development recommendation based on what Dunia Fantasi needs as a result of the gap that we have found out.



Research Location : PT. Pembangunan Jaya Ancol, Tbk



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