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Corporate Governance
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2. Risk from suboptimal customer management
Main Issues: a. Customer management system was not managed
by the rule, resulting in process and end-results which are not standard
b. There was no information database system to record customer behavior, with existed but limited
access to ICT for ERP c. Information was scattered some have been
recorded in the system, other was recorded manually, causing high searching cost and time-
consuming
3. Sub Optimal Container Service Process
Main Issues: a. Low level of implementation in safety and security
management b. Low performance of container service due to
manual data input for container and nonsystematic container management
c. There was unclaimed realization of container service
d. No update of existing procedure e. Lack of experience on the Company’s side
f. Lack of resources
Pemantauan Risiko Investasi Monitoring Investment Risk
No. Rencana MitigasiMitigation Plan
Realisasi MitigasiMitigation Realization
1. Studi Logistik untuk mendukung pengembangan operasional Terminal
Petikemas Logistics Study to support operational development of Container
terminal Sedang dalam proses pre-assesment internal dengan PT Jababeka dan
Cikarang dry port untuk pengembangan kawasan logistik Bengkulu, Marunda, dan Cikarang
Currently under internal pre-assessment with PT Jababeka and Cikarang dry port to develop Bengkulu, Marunda and
Cikarang logistic area 2.
Koordinasi dan sosialisasi dengan stakeholder, pembuatan sistem dengan
bantuan EDI dan ILCS Coordination and socialization with stakeholders,
system establishment with EDI and ILCS assistance Telah dilakukan studi logistik
Logistic study completed
2. Risiko Pengelolaan Pelanggan Tidak Optimal
Isu Utama : a. Pengelolaan pelanggan tidak
by system sehingga proses dan hasil tidak standar
b. Database termasuk sistem informasi mengenai perilaku pelanggan belum ada, sementara akses
ke ICT untuk ERP yang sudah ada masih terbatas c. Informasi masih tersebar sebagian masuk sistem,
sebagian manual, sehingga searching cost dan
searching time tinggi
Penanganan Risiko Risk Treatment
No. Rencana MitigasiMitigation Plan
Realisasi MitigasiMitigation Realization
1. Implementasi Customer Relationship Management CRM
Implementation of Customer Relationship Management CRM
2012-2016 merupakan fase implementasi, saat ini sedang disiapkan aspek struktur organisasi dan proses bisnisnya. Langkah selanjutnya yang
dilakukan yaitu mensinergikan proses operasional dan keuangan melalui workshop dengan kebutuhan utama terkait proiling pelanggan
2012-2016 is implementation phase. Currently is preparing aspect of organizational
structure and business processes.. Next step would be to synergize operational and inancial process through a workshop, prioritizing on
customer proiling. 2.
Implementasi Key Account Management KAM Implementation of Key
Account Management Dalam tahap Proses Pengadaan
Still under procurement process 3.
Evaluasi hasil Survey Kepuasan Pelanggan sebagai salah satu dasar arah program-program pengelolaan pelanggan
Evaluation of Survey Result on customer satisfaction as one of basic direction of customer management
programs Telah dilakukan evaluasi hasil survey kepuasan pelanggan oleh cabang-
cabang pelabuhan dalam rangka perbaikan mutu pelayanan Has conducted
an evaluation of customer satisfaction survey by port branches in order to improve the quality of service.
3. Proses Pelayanan Petikemas Tidak Optimal
Isu Utama: a. Rendahnya tingkat implementasi pengelolaan
safety security operasional b. Rendahnya kinerja pelayanan petikemas karena
proses input data petikemas masih secara manual dan pengontrolan petikemas dilakukan
non system c. Adanya realisasi pelayanan petikemas yang belum
tidak ditagihkan d. Tidak dilakukannya
update terhadap prosedur yang ada
e. Kurangnya pengalaman perusahaan f. Ketidakcukupan
resource
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Analisa Pembahasan Manajemen Atas Kinerja Perusahaan
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2014 Annual Report
MANAJEMEN RISIKO |
RISK MANAGEMENT
Penanganan Risiko Risk Management
No. Rencana Mitigasi | Mitigation Plan
Realisasi Mitigasi | Mitigation Realization
1. Studi Optimalisasi Pelayanan Terminal Petikemas
Study to increase optimal service of container terminal
- Tanjung Priok, telah dilakukan peningkatan presentase tarif penumpukan peti kemas
Tanjung Priok had increased tarif percentage of container stockpiling
- Palembang, telah dilaksanakan dengan pola Supervisor On Duty
kapal, lapangan dan gate untuk mendukung pola kerja 3 shift 4 grup
Palembang had implemented Supervisor on Duty program ship, area and gate to support work 3 shift 4 group
- Sunda Kelapa, dalam proses analisa traik dan throughput terkait pengembangan pelayanan penanganan peti Kemas
Sunda Kelapa, in process of traic analysis and throughput related to container service
development - Panjang, terkait pelayanan jasa kapal dan BM peti kemas sebanyak 20
stakeholders telah tergabung dalam sistem CMS Panjang, related to ship
service and BM container as much as 20 stakeholders had joined CMS system
2. Aplikasi handheld dan VMT Vehicle Mounted Terminal
Handheld and VMT Vehicle Mounted Terminal Application
Cabang Panjang, penggunaan Handheld dan monitoring yard operation secara real blocking system terkait support penataan operasional terminal
telah dilakukan dan masih sinyal jaringan untuk kelancaran pemakaian handheldP
anjang Branch, used handheld and monitoring yard operation in real blocking system to support operational terminal organization and
network signal to ease its use 3.
Pelaksanaan diklat untuk peningkatan profesionalisme SDM petikemas Conducting training workshop to increase container HR professionalism
1. Telah dilaksanakan beberapa pelatihan untuk peningkatan profesionalisme SDM petikemas, di antaranya
Conducting trainings to increase professionalism of container HR such as:
- Bulan Agustus, Pelatihan Operator RTGC yang dilaksanakan di Cabang Pelabuhan Teluk Bayur dengan jumlah peserta sebanyak 10 orang,
terdiri dari 8 orang dari Cabang Pelabuhan Tanjung Priok dan 2 orang Cabang Pelabuhan Teluk Bayur
in the month of August, RTGC operator training was conducted in Teluk Bayur Port Branch with 10
participants consisting of 8 people from Tanjung Priok Port branch and 2 people from Teluk Bayur Port branch;
- Bulan Agustus, Safety Familiarisasi Operator QCC Trainning yang dilaksanakan di Jakarta dengan jumlah peserta sebanyak 23 orang
Also in August, Safety Familiarisasi Operator QCC Training was carried out in Jakarta with 23 participants;
2. Telah dilakukan sertiikasi SIO untuk personel operasional pelayanan penanganan petikemas khususnya operator di Cabang Teluk Bayur,
Jambi dan Pangkal Balam Certiication SIO for container service
operation personel, especially operator in Teluk Bayur, Jambi and Pangkal Balam branches
4. Pengoperasian
gate system control room Operational use of gate system
and control room 1. Palembang, telah dibangun
gate dengan tim PMO Palembang, gate
construction by PMO team 2. Tanjung Priok, telah dibangun pembangunan
Prototype Autogate System
Tanjung Priok, construction of Prototype Autogate System was built
5. Pembangunan
Terminal Operation System TOS Construction of Terminal
Operation System TOS Telah dilaksanakan instalasi dan pelatihan TOS OPUS Progress 44,45
Installation and training for TOS OPUS were conducted with progress 44.45
6. Pengoperasian Cockpit Room yang terintegrasi dengan Control Room
di Terminal Petikemas Cabang Operational use of cockpit room which is
integrated with control room in Branch’s container terminal Pembangunan
control tower telah dilaksanakan dan berfungsi juga sebagai command centre terhadap kegiatan operasional di lapangan untuk Cabang
Pelabuhan Panjang, Palembang, Pontianak, Teluk Bayur dan TO3 Tanjung Priok
Construction of control tower was implemented and had functioned as command center of ield operational activities for port branches in
Panjang, Palembang, Pontianak, Teluk Bayur and TO3 Tanjung Priok 7.
Pembangunan aplikasi Sistem Informasi Peralatan Terminal Petikemas Development of Equipment Information System application in container
terminal Oracle-EAM Enterprise Asset Management Application System, sudah Go
Live di 10 cabang pelabuhan PT Pelabuhan Indonesia II Persero, selain cabang Pelabuhan Sunda Kelapa dan Tanjung Pandan dan implementasinya
sudah berjalan terhadap kegiatan perawatan dan perbaikan alat bongkar muat
Oracle-EAM Enterprise Asset Management application system had Go Live in 10 port branches PT Pelabuhan Indonesia II Persero, in addition
to port branches Sunda Kelapa and Tanjung Pandan. Its implementation was started for maintenance and repair of loading-unloading equipment
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Management Discussion Analysis On Company Performance
Corporate Governance
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2014 Annual Report
4. Risk from lack of infrastructurefacilities for port service