Determining Key Performance Indicators (KPI) in Start-Up Company XYZ Based on Business Owner Work Expectations and Employee Workload

Operational efficiency in determining KPIs is a fundamental driving force for any business. This study focuses on the efforts of Company XYZ in Surabaya, Indonesia, to align KPIs according to employee capacity and company objectives. The current KPIs are mainly imposed by the CEO's expectations and dislocated employee capabilities, leading to excessive workload and failure to meet KPIs. This research will identify the root causes and propose a solution that addresses the needs of both employees and management. Data was collected using the NASA Task Load Index (NASA-TLX), indicating that XYZ employees face high workloads. This was complemented by qualitative data from interviews, revealing that employees find the KPI targets unviable. These findings show that it is urgent to realign the KPIs. The solution lies in creating KPIs involving employees so that the indicators are reasonable within the employees' capabilities, with regular monitoring and adjusting.