Back Office Research Articles

Pengaruh Komunikasi terhadap Kinerja Karyawan pada Hotel Tentrem Yogyakarta

Communication plays a crucial role in influencing employee performance. Performance decline is often caused by communication issues, particularly in the hotel back office, such as the lack of effectiveness in information delivery and miscommunication among employees. This study aims to analyze the impact of communication on employee performance at Hotel Tentrem Yogyakarta. The data used includes quantitative data from employee performance evaluations in 2023, the number of employees, employee communication levels from 2019-2023, and qualitative data from interviews with human resources. The study population consists of 241 employees at Hotel Tentrem Yogyakarta. Data was collected using documentation and questionnaires distributed to respondents. Data analysis techniques include validity testing, reliability testing, normality testing, heteroskedasticity testing, simple linear regression, t-test, and coefficient of determination (R²). The study findings show that the calculated t value (38.728) is greater than the t table value (0.1264) with a significance level of 0.000, indicating a positive and significant effect of communication on employee performance at Hotel Tentrem Yogyakarta. The coefficient of determination value of 0.863 indicates that 86.3% of the impact on employee performance is due to communication, while 13.7% is influenced by other factors outside the scope of this study.

Relationship Between Sitting Position and Sitting Duration with Low Back Pain Complaints in Back Office

Relationship Between Sitting Position and Sitting Duration with Low Back Pain Complaints in Back Office

The Cheap Back Office Becomes a Transformation Driver: Managing Ambidexterity in Shared Services

The Cheap Back Office Becomes a Transformation Driver: Managing Ambidexterity in Shared Services

The Impact of Transformational Leadership, Employee Satisfaction, and Employee Engagement on Employee Loyalty

Employee loyalty is an important part of managing a hotel business. So antecedents of loyalty are needed, suchas transformational leadership, employee engagement, and employee satisfaction. This research examines theinfluence of transformational leadership, employee engagement, and employee satisfaction on employeeloyalty. This research involved employees at four-star hotels with a total of 261 respondents. The data collectedwas analyzed using multiple linear regression analysis with the IBM SPSS 27 program. Research findings showthat transformational leadership does not affect employee loyalty. Meanwhile, employee engagement andemployee satisfaction significantly increase employee loyalty. Some of the limitations of this research are thatthere is no separation between back office employees and frontliners so it is difficult to determine the level ofaccuracy of the perceptions given. Apart from that, the data collection method uses self-assessment so data biasis very high.Keywords: Transformational Leadership, Employee Engagement, Employee Satisfaction and EmployeeLoyalty

Adapting to the skies: evolution of qualified personnel in airline operations amid technological advancements

PurposeThis study investigates the evolution of skilled personnel in airline operations driven by technological advancements. It aims to elucidate the changing personnel demands necessitated by technological innovations in the ground and flight services.Design/methodology/approachThe impact of technological advancements on aviation services has been broadly outlined. Secondary sources were used to identify the relationship between technology and human resources in aviation and categorize the current situation. However, the main narrative was based on the author’s observations.FindingsThe progression of technology in air transportation has led to a reduction in the number of personnel involved and the time spent on human interactions. Technological advancements in aviation have predominantly affected three crucial domains: back offices, ground services, and flight services. A future trend foresees a substantial shift toward self-service in ground services, contributing to streamlined processes with minimal errors.Practical implicationsAirlines must consider candidates' ability to adapt to technological changes during the hiring process to enhance operational efficiency and customer satisfaction. The current staff should be supported by training programs to facilitate their adaptation to technology.Social implicationsThis study provides a theoretical framework regarding changes in personnel requirements due to technological applications in aviation, the integration of technology into the sector, and the adaptation of current personnel to these technologies.Originality/valueThis perspective resonates with scholars engaged in the realms of aviation and tourism. This study assesses technological progress from both managerial and customer perspectives.

Improving positive work behavior of back office employees at sharia microfinance institutions with involvement in religious work life to anticipate fraud

Improving positive work behavior of back office employees at sharia microfinance institutions with involvement in religious work life to anticipate fraud

Respiratory Effects and Pulmonary Functions Related to Wood Dust Exposure among Workers in a Rubber Wood Factory

This study aimed to determine the effects of wood dust exposure on respiratory symptoms and pulmonary functions in wood dust factory workers and the association between wood dust exposure and pulmonary functions. This cross-sectional study comprised of one hundred workers who answered a self-reported questionnaire. Two factory areas, the production department and the back office, were explored using stationary air sampling. The wood dust concentration was collected using NIOSH Method 0600. Pulmonary function parameters were evaluated through spirometry. A descriptive statistics analysis was done for personal information. Binary logistic regression determined the association between wood dust exposure and respiratory symptoms. The prevalence of respiratory symptoms related to wood dust exposure at work was 49.00 percent. Three major symptoms in the exposed group includes chest pain, shortness of breath, and asthma. The average amount of PM10 in the saw mill area was significantly higher than in the back office (7.23 vs. 1.60 mg/m3). There was a significant difference in forced expiratory capacity between the reference and exposure groups (mean difference = -4.03, p-value = 0.011). The adjusted odd ratio showed that the high wood dust-exposed group had a lower runny nose and dry cough than the reference group. All workers need to consider using personal protective equipment with appropriate specifications in the sawmill area and also the other areas where wood dust levels are high. To control the concentration of respirable particles, resource and pathway control must be applied to reduce the concentration of respirable particles in the workplace.

Are businesses giving AI the support it needs to grow and scale?

Artificial intelligence (AI) is rapidly transforming industries, and financial services are no exception. This paper explores how AI can revolutionise both customer interactions and back-office operations within banks and insurance companies. AI-powered tools like chatbots and recommendation engines can answer questions 24/7, identify customer trends and suggest personalised products, all of which can significantly improve customer satisfaction. In the back office, AI automates repetitive tasks such as data analysis and document processing. This frees up human employees to focus on more complex and strategic activities, while also leading to cost savings and increased efficiency. However, implementing AI in financial services comes with its own set of challenges. Businesses must continuously invest in AI to keep pace with rapid technological advancements. Regulatory frameworks are struggling to adapt to the evolving nature of AI, which creates uncertainty for businesses. Additionally, ensuring transparency and fairness in AI decision making, especially with complex algorithms, is a major hurdle. The quality of data used to train AI models is also crucial. Biased data can lead to discriminatory outcomes, so maintaining high-quality data is essential. These challenges have led to the development of explainable AI (XAI) models, which can explain their reasoning, helping to address transparency concerns and meet regulatory requirements. Data quality management strategies are also required to ensure data is complete, accurate and unbiased for ethical AI implementation. On a global scale, collaboration among international organisations and governments is necessary to establish consistent and effective AI regulations. The paper concludes that the human element is invaluable in the age of AI. Human expertise is needed to program AI systems, address ethical considerations, and manage potential biases within the data. Furthermore, the workforce needs to be upskilled and reskilled to adapt to the changing landscape with AI. The paper recommends a ‘human-in-the-loop’ (HITL) approach, in which human judgment is combined with AI capabilities for responsible and efficient decision making. Collaboration and international harmonisation are key to ensuring responsible and ethical AI adoption in financial services.

Prosedur Pelaksanaaan Take Over Kredit Umum Pensiun (KUPEN) Di PT Bank Woori Saudara KCP Banyuwangi

Currently, there are many kinds of financial institutions that provide various products, namely funding, landing and services. Credit is one of the products from lending services that is very popular with customers because of its many benefits. Credit services are usually used by customers for business capital purposes so that they can encourage economic growth in Indonesia. A banking institution is a financial institution that provides loan or credit services. Bank Woori Saudara KPC Banyuwangi is a banking financial institution that provides services with many superior products, one of which is General Pension Credit (KUPEN) which is specifically for Retired Civil Servants. Apart from that, BWS KCP Banyuwangi also offers a Take Over system for loans from other banks to Bank Woori, KCP Banyuwangi. The results of this service and research aim to ensure that the public, especially retired civil servants, know the procedures and completion of the General Pension Credit Take Over (KUPEN) system from other banks to Bank Woori Brother KCP Banyuwangi. The method used in this research is participatory so that data collection uses observation, interviews and documentation methods. Based on the results of community service regarding the procedures for implementing General Pension Credit Take Over (KUPEN) at Bank Woori Saudara KCP Banyuwangi, there are conclusions that can be drawn, including that the part involved in implementing General Pension Credit Take Over (KUPEN) is the Unit Head, Relationship Officer (RO), Back Office (BO), and TASPEN.

The Effectiveness of the Electronic Traffic Law Enforcement (ETLE) Programme in Increasing Public Compliance in Medan City (Case Study of the Traffic Directorate of the North Sumatra Regional Police)

This study aims to analyse the Effectiveness of the Electronic Traffic Law Enforcement (ETLE) Program in improving public compliance in Medan City using qualitative research methods. Data collection was carried out using interview, observation and documentation techniques. Data was obtained through primary and secondary data and analysed using data reduction, data presentation, and conclusion drawing. The results of this study indicate that the effectiveness of the Electronic Traffic Law Enforcement (ETLE) program in improving community compliance in Medan City is already running but there is still a need for massive socialisation and also accelerating the process of connecting static ETLE at several points that have not been directly connected to the back office dashboard so that enforcement has not been carried out optimally so that the objectives of the ETLE program, namely Kamseltibcarlantas (Security, Safety, Order and smoothness of Traffic) can be carried out properly.

Analisis Penerapan Sistem Informasi Manajemen SMART Pada Kegiatan Purcashing Request di PT XYZ

To maintain the smooth operation of the company, efficient inventory management becomes a crucial aspect. Essential regulation involves managing the inflow and outflow pf goods. With the company’s growth, the task of managing available inventory becomes increasingly complex and high-risk. PT XYZ is one of the service-oriented industries, particularly in hospitality service. This research aims to assess the extent of efficiency in implementing softwere-based Management Information Systems (SMART) in the purchasing request or procurement of operational necessities within the hotel industry. The research methodology employed a qualitative descriptive approach, gathering data through observations, interviews, and documentation. The research findings delineated an overview of PT XYZ’s back office management information system, analyze the advantages of applying this system, identify operational challenges, as well as management hurdles and influential factors affecting the operation the back office infotmation system.

Practical Aspects of Hotel and Restaurant Business Development in Ukraine Based on the Use of the jSolutions Restaurant Module

The article conducts a practical study of the aspects of the development of the hotel and restaurant business in Ukraine and reviews the jSolutions module «Restaurant». Its functionality, main characteristics and advantages in comparison with other software solutions for the restaurant business (RB) are described. The main aspects of the dynamics of development of the RB are allocated, which includes: introduction of POS-systems; online ordering and delivery; use of CRM systems; analytics and Big Data; social media and digital marketing; virtual and augmented reality (VR/AR), kitchen automation and inventory, cybersecurity. A list of functions provided by the jSolutions module «Restaurant» is provided. It is noted that the module consists of two parts: BACK OFFICE and FRONT OFFICE. BACK OFFICE allows users to create calculation cards, create menus, set up outlets for implementation in FRONT OFFICE, works with invoices and orders. It is also possible to set up a discount or bonus system for visitors to the establishment. Users of FRONT OFFICE are bartenders, cashiers or administrators who work in TouchScreen mode, taking orders from visitors, creating invoices and settling customers. The module includes 4 TouchScreen modes, each of which is designed for different aspects of work, namely: automation of the cook’s workplace (the cook can mark the preparation of each dish to order, which helps to optimize the process of work in the kitchen and ensures timely processing of orders); TouchScreen self-service (the interface allows users to independently create orders from the menu without the help of a waiter, cashier or administrator); Cashier’s TouchScreen (the interface allows the bartender, cashier or administrator to create a customer account and make payments on this account); Waiter’s TouchScreen (the interface is used to record food orders and their delivery). Such additional unique functions of the jSolutions «Restaurant» module as «Cash Collection», «Cancellation of Bills», «Table Reservation», «WEB-Interface for Ordering Meals» (the functionality is intended for registration in the database of food orders in places where the desktop version of jCatering is not installed), «Mobile version of the waiter’s workplace», etc. Attention is focused on the fact that IT significantly affects the increase in restaurant revenues due to the optimization of operations, improvement of the quality of service, effective marketing and expansion of sales channels. Investing in modern IT solutions will help restaurants stay competitive, improve operational efficiency, and ensure sustainable revenue growth.

Covariance Structural Analysis of Salary Satisfaction and Employee Satisfaction Based on Two-Factor Theory with a Focus on Age Groups: A Case Study of Back Office Support Services

Covariance Structural Analysis of Salary Satisfaction and Employee Satisfaction Based on Two-Factor Theory with a Focus on Age Groups: A Case Study of Back Office Support Services

The integration movement by a central stimulation team or integrator: 8 success factors from Leuven Cares (Zorgzaam Leuven)

The “Leuven Cares” (Zorgzaam Leuven) project started in 2018 as a government supported change management project, focusing chronic care integration. It covers and uses the officially defined primary care zone of Leuven (102.000 inhabitants). The project Zorgzaam Leuven is created thanks to the funding of the federal government Integreo.be, and the contribution of 60 local organizations in Leuven.
 As a basic methodology Leuven Cares opts for an ‘integrator’, i.e. a centrally stimulated integration movement amongst all professional caregivers and their local organizations, using the principles of integrated care and a population health approach. The central integrator functions as a back office.
 A broad array of actions were needed to develop this centrally stimulated integration movement, initially by co-creation and cooperation with a broad field of existing initiatives. All initiatives were brought in line and actively supported by a new central integrator team, that focused on multiple key activity areas.
 We have gained insights into the success factors that have led to the “integration movement by central stimulation” (in random order):
 1.The integrator structure functions as a back office to permanently catalyze the transition towards integrated care.
 2.The integrator is defined as the involvement of up to 40 liaison persons working within the 60 collaborating organizations, and a small central support team. The structure of the support team is lean, effective and stays integrated with all partner organizations through the close cooperation with 40 liaison persons.
 3.The integrator facilitates a co-creation attitude in all aspects of the project. Up to 60% of the professionals are voluntarily united in primary care neighborhood teams.
 4.The integrator works in line with a shared plan for the region with the focus on population health and provides regular updates based on continuous evaluation of care interventions.
 5.Involvement of patients and informal caregivers is a basic principle in care planning and caring neighborhoods.
 6.The integrator provides nudge-wise financial incentives to support integrated care starting from a population health approach, which is crucial for ‘double accountability’.
 7.Academic researchers are involved within the integrator, to implement and evaluate interventions with proof of concept.
 8.Shared communication for professional caregivers and patients is provided by the central support team, in co-creation with all partner organizations.
 The Leuven Cares project is an ongoing integrated care project. To date, the process shows good voluntarily and motivated participation of professional caregivers and their organizations. Among several other success factors a strong central integrator team supporting the transition towards integrated care is essential to support this transition towards more and sustainable integrated care.
 The next steps for Leuven Cares include developing methods to spread the best practices, including an integration team, to other regions. The roll-out will be gradual, with specific evaluation of context-dependent factors influencing the process towards integrated care.

Factors of Value Chain Affect Bank Efficiency

This paper aims to determine and estimate the factors in the value chain that affect the efficiency of state-owned commercial banks in Vietnam. The study employs a combination of qualitative techniques, such as conducting interviews with top executives, financial managers, chief accountants, and employee surveys, along with quantitative methods like ordinary least squares analysis. The outcomes reveal four critical segments within the value chain – the retail department, operation department, back office, and call center – all of which significantly influence the efficiency of the banks. Additionally, drawing upon value chain theory and Porter's model (1985), the author underscores the significance of implementing a robust value chain strategy. This strategic approach has the potential to substantially enhance the competitive advantages of state-owned commercial banks in Vietnam. Doi: 10.28991/ESJ-2023-07-06-010 Full Text: PDF

Implementasi Atau Coding Perangkat Lunak Scoring Cabang Olah Raga Gateball Di Lapangan Siwa Candi Prambanan DIY

Inspection and implementation of ICT in competition management at Next Gen's Party Koi Show #2. Training with two-way interaction methods, presentations and exercises on how to use the activity registration application and back office application to manage activity participants and provide support on activity days. Next Gen's Party Koi Show #2 Online Registration Application Install Next Gen's Party Koi Show #2 Back Office Online Application Install Next Gen's Party Koi Show #2 Participant Registration Support Activities Next Gen Support Committee Party Koi Show #2 activities in Participant management.)

Human Resource Accounting Methods And Practices In India - Conceptual Framework

Human resource accounting (HRA) has very high significance not only for the management, but also for analyst and even for employees. It helps management in better utilization, planning management of human resources in the organization while for analyst, Even today, when a good deal of work has been done in this field, it is very much unfortunate that there is not only set pattern or generally accepted method either for valuation of human resource or for their recording in books of accounts or for the disclosure of information by means of different statements. Human resource is one of the most important back office operations of any organization or business. The skills, creativity and ability of human beings cannot be replaced by machines. No machine can ever come up with a unique advertising idea without the human input. Thus companies must learn to recognize and appreciate the value of their employees. This paper highlights the significance of Human resource valuation and methods to measures human assets value. This paper also describes true costs of planning and recruitment and depicts the limitations of human resource accounting.

A fast staffing algorithm for multistage call centers with impatient customers and time-dependent overflow

Ensuring customer satisfaction is one of the main objectives of a call center. We focus on the question of how many agents are necessary and how they should be allocated to maintain a service level threshold and reduce the expected waiting time of the customers. In this paper, we consider a multistage call center that consists of a front and a back office, impatient customers, and an overflow mechanism. Based on the performance evaluation of such a system using a continuous-time Markov chain, a configuration of agents is determined using a binary search algorithm. We focus on structural insights, e.g., convexity conditions, to obtain a quick solution for the staffing problem. Since monotonicity does not always hold, the approach is heuristic. The numerical results show the performance of the algorithm. The influence of the fraction requiring second-level service in the back office and the impatience rate for the minimum number of agents is shown.

Analysis of Accounting Information Systems on the Effectiveness of Transaction Processes and Reporting at PT. PNM Unit Mekaar

This research was conducted to determine the effectiveness of the transaction process and reporting using the accounting information system at PT. PNM Mekaar. Before the accounting information system was implemented, the transaction process and daily transaction reporting at the Mekaar office were still manual. This research was conducted to find out how the use of accounting information systems on the effectiveness of transaction processes and reporting at PT. PNM Mekaar. The research method used is the research method by direct practice and interviews with reference to the Technology Acceptance Model (TAM) theory. From the results of research conducted on the use of Accounting Management Information Systems on the Effectiveness of Transaction Processes and Reporting at PT. PNM Mekaar, there are 5 integrated applications consisting of Mekaar Initiation, Mekaar Initiation Back Office, PKM Mobile, PKM Mobile Back Office and Mekaar Integration. The accounting information system that is used is useful and easy to use by users, as the user's willingness is higher which results in increased levels of use, causing system error/down constraints

Digital Transformation in Back-Offices of German Insurance Companies

Digital transformation affects the back offices of incumbent insurance companies. Digital innovations are implemented to be able to offer customers new products and services. We conduct multiple case studies with four German insurance companies. We analyze the impact of digital transformations on company-internal stakeholders with the Technology-Organization-Environment (TOE) framework. We derive 12 influencing factors and corresponding practical implications. Back-office systems are updated using standard software, if available. The goal is to stay flexible for future developments, too. State-of-the-art technologies are tested and only carefully implemented. Necessary reorganizations have significant impacts and are accomplished best with a trusting company culture, good internal communication, and well-trained employees. Efficiency gains from automating routine functions can and are intended to counter labor shortages. After the implementations, skilled employees must handle more specialized and demanding tasks, which cannot be automated easily. Impulses for digital transformation mainly result from continuously changing customer requirements and respective competitive pressure, while regulatory requirements often complicate implementations.