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February 2025

Improving Creative Consulting Team Service Level Agreement in PT Ultima Servis Asia Based on Work – Life Balance of Creative Consulting Team

1Yohanes Vito Perdana Sujudi, 2Andika Putra Pratama
1,2Master of Business Administration, School of Business and Management, Institut Teknologi Bandung, Jl. Ganesha No.10 Bandung 40132, Indonesia
DOI : https://doi.org/10.58806/ijirme.2025.v4i2n08

Abstract

This study examines the relationship between Service Level Agreements (SLAs) and work-life balance in PT Ultima Servis Asia’s Creative Consulting Team. Inefficient SLA management has resulted in high workloads, last-minute client requests, and excessive overtime, disrupting employees' work-life balance. By utilizing NASA-TLX workload assessment and structured interviews analyzed via NVIVO, this research identifies key SLA-related challenges and their effects on employees. Findings show that unclear SLA enforcement and unrealistic deadline significantly impact work-life balance. To address these issues, the study proposes SLA refinement, improved workload tracking, a compensation mechanism, and a dedicated SLA management team. These improvements aim to create a structured and balanced work-life balance while maintaining operational efficiency and client satisfaction.

Keywords:

Service Level Agreement, Work-Life Balance, Creative Consulting, NASA-TLX, SLA Optimization, Employee Well-Being, Workload Management

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