Competency-Based Adaptive Service Management in Private Companies During the Digital Era
Keywords:
Adaptive Competency, Digital Service, Human Resource DevelopmentAbstract
The rapid growth of digital transformation in Indonesia’s private retail sector has exposed a critical gap in workforce readiness. This study addresses the urgent need for a competency-based adaptive service management framework to align human capital with digital demands. Drawing from Competency-Based Management Theory, Adaptive Service Management Theory, and the Digital Era Competency Model, the research employs a qualitative library research method to analyze relevant academic literature. The findings reveal that digital inefficiencies in mid-sized companies are strongly linked to insufficient employee digital literacy, fragmented training programs, and rigid organizational cultures. This study proposes a contextualized adaptive competency model integrating soft skills, technical capabilities, and cultural alignment. The model contributes a novel approach tailored to Indonesia's local retail conditions and highlights the importance of organizational flexibility and employee empowerment. Practical recommendations include role-specific training, tech-supported decision-making, and collaborative culture building. Further empirical research is suggested to validate model effectiveness across sectors.
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