Mental Workload Analysis Using NASA-TLX Method on Customer Service Employees in Strategist Informa Social Media Division (PT Home Center Kawan Lama)

Kawan Lama Group has been established since 1955 and until now has several business fields engaged in the Retail, Industrial, Food and Beverage, Service, Property and E-commerce sectors. For more than half a century, Kawan Lama continues to grow and develop to employ more than 40,000 employees. Kawan Lama Group's vision is more than just a family business, we are a business for families. Our mission is to bring values to a better life through business development and sustainable growth. PT. Home Center Kawan Lama or Informa is a furniture company starting from home furniture, office furniture, to commercial space furniture. Informa provides more than 35,000 quality items that can meet the needs of customers to have their dream furniture. The NASA-TLX method was developed by Sandra. G Hart from NASA-Ames Research Center and Lowell E. Staveland from San Jose State University in 1981. This method performs multidimensional measurements by considering weights and grades. The level of the first factor relates to the work performed, while the other three factors relate to the subject. The average WWL (weighted workload) mental workload of customer service employees prior to the proposed work shift improvement, application of music therapy and motivation is the morning shift of 76.78, the afternoon shift of 77.97 and the night shift of 80. Average Results WWL (weighted workload) mental workload of employees in the morning, afternoon and evening shifts shows a high mental workload. The morning, afternoon and evening shifts have significant differences in physical needs, mental needs, time requirements, performance, stress levels and average WWL (weighted workload).