Perceptions and Importance of Basic Science Training Program in Increasing Knowledge and Customer Engagement of Employees in Healthcare-focused Company

Abstract

This report is created according to the internship completed at PT Sysmex Indonesia, which is located at Cyber 2 Tower, Kuningan, South Jakarta, Indonesia. Sysmex is a healthcare-focused company focusing mainly on in vitro diagnosis (IVD), whether on the early diagnosis, monitoring, or prognosis of various diseases. Due to the nature of the company, it is crucial for the employees, especially those interacting directly with the customers, to possess basic science knowledge. Therefore, it is necessary for the company to provide a training program on basic science to ensure the working quality of the employees. The internship activities involved creating training modules according to the focus of the company, establishing a proper timeline for the training program, and conducting a trial of the training program with the goals of understanding employees’ perception of the importance of basic science knowledge as well as measuring their understanding before and after completing the training program. The observations are done through questionnaires, pre-tests, and post-tests with a total of 17 participants, providing qualitative and quantitative data to be analyzed. The results show a necessity for the company to provide a training program on basic science as seen from the increase in the employees’ knowledge after completing the training program, even after one year of employment. Moreover, the employees’ perception of the importance of basic science knowledge as well as their knowledge level may be affected by their education and the division they work in, indicating the importance of perception and knowledge standardization within the company to enhance the quality of customer engagement further and stabilize the company’s standing in the healthcare industry.