Risiko Pengelolaan Pelanggan Tidak Optimal Proses Pelayanan Petikemas Tidak Optimal

325 IPC in Brief Company Profile Management Discussion Analysis On Company Performance Corporate Governance IPC • Laporan Tahunan 2014 Annual Report

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 326 Sekilas IPC Profil Perusahaan Analisa Pembahasan Manajemen Atas Kinerja Perusahaan Tata Kelola Perusahaan IPC • Laporan Tahunan 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 327 IPC in Brief Company Profile Management Discussion Analysis On Company Performance Corporate Governance IPC • Laporan Tahunan 2014 Annual Report

4. Risk from lack of infrastructurefacilities for port service