Program Peningkatan Layanan Bagi Nasabah Customer Service Improvement Program
b. Program Peningkatan Layanan Bagi Nasabah
Layanan dapat dikatakan memuaskan apabila kita dapat mengidentifikasi kebutuhan-kebutuhan nasabah. Program-program untuk meningkatkan kepuasan bagi nasabah yaitu antara lain: 1. MemperluasJaringanOutlet danFasilitas Transaksi Salah satu program dalam rangka meningkatkan layanan bagi nasabah yaitu dengan memperluas jaringan outlet dan fasilitas lainnya, sehingga keberadaan BNI dapat lebih mudah di capai serta dapat memberikan kenyamanan dan keamanan bagi seluruh nasabah. Pada tahun 2010 BNI memperluas jaringan outlet dengan membuka 120 seratus dua puluh Kantor Cabang Pembantu baru, menambah 1001 seribu The number of customer complaints in 2010 is presented in the following tables: The complaints mentioned above come from banking, credit card and ATM customers, and during the year 2010, 86 of total complaints were settled.b. Customer Service Improvement Program
Identifying customers’ needs is essential for ensuring customer satisfaction. Customer satisfaction improvement programs include: 1. ExpandingtheNetworkofOutletsand TransactionFacilities One of the customer service improvement programs is the expansion of the network of service outlets and other facilities, in order to facilitate greater access to BNI by customers, and to provide convenience and security of services to all customers. In 2010, BNI expanded its network of service outlets by opening 120 one hundred and twenty new branch offices, adding 1001 one thousand Financial Review Business Review Corporate Social Responsibility Good Corporate Governance Functional Review Corporate Data BNI•2010AnnualReport BNI•LaporanTahunan2010 160 BNI•2010AnnualReport BNI•LaporanTahunan2010 Tanggung Jawab Sosial Perusahaan Corporate Social Responsibility satu unit mesin ATM, 25 dua puluh lima unit BNI Layanan Gerak BLG, serta membuka 8 delapan Loket Payment Point, yang tersebar di seluruh propinsi Indonesia. Dengan total outlet yang tersebar per tanggal 31 Desember 2010 yaitu sebanyak 1.148, dan jumlah mesin ATM sebanyak 5.004, diharapkan dapat memberikan kemudahan bagi nasabah untuk bertransaksi, serta meningkatkan service level BNI. Outlet BNI per 31 Desember 2010 BNI Outlet as of 31 December 2010 Kantor Wilayah Regional Office Kantor Cabang Utama Main Branch Kantor Cabang Pembantu Sub Branch Kantor Kas Cash Office Payment Point Payment Point BNI Layanan Gerak Mobile Outlet Kas Mobil Mobile Kiosk Total Outlet Total Outlet Jumlah ATM Total ATM 12 167 878 18 11 46 16 1,148 5,004 2. StandarisasiDesign Outlet Selain memperluas jaringan untuk mempermudah pencapaian nasabah untuk bertransaksi di BNI, program lain terkait usaha untuk meningkatan layanan bagi nasabah adalah dengan melakukan standarisasi disain untuk eksterior dan interior outlet , serta ATM. Tujuannya, agar nasabah dapat merasa nyaman dan aman dalam bertransaksi di outlet-outlet BNI. Standarisasi dimaksud yaitu standarisasi dari seluruh fungsi yang berada di dalam banking hall dan ATM, seperti standarisasi interior, furnitur, placement unit, dan sebagainya tanpa mengesampingkan identitas Perseroan Corporate Identity. 3. StandarPelayanan BNI juga berupaya membangun awareness pegawai yang bertugas di frontliners dengan membangkitkan kepercayaan diri, antusiasme dalam melayani dan memberikan pemahaman-pemahaman standar pelayanan melalui training, workshop, gathering, serta kompetisi seperti Exceeding Customer Expectation ECE dan Branch Service Competition.c. Biaya yang Dikeluarkan
Parts
» Pegawai yang Profesional Bagus Rumbogo
» Peter B. Stok Fero Poerbonegoro Tirta Hidayat B.S. Kusmuljono Ekoputro Adijayanto
» Sensitivitas terhadap Risiko Pasar Penetapan Akuntan Publik
» Organization and Human Resources According to the Board of Commissioners,
» TOTAL Honggo Widjojo Kangmasto
» Pengembangan Produk Baru Pengembangan Layanan New Product Development
» Service Development Promosi Total Undisbursed
» Infrastruktur dan Sumberdaya Promotion
» Infrastructure and Resources Total Undisbursed
» BNI Honggo Widjojo Kangmasto
» Voice of internal customer 31.72 6.12 12.75
» Program Peningkatan Layanan Bagi Nasabah Customer Service Improvement Program
» Program Pengembangan Pendidikan Honggo Widjojo Kangmasto
» Education Development Program Program Perbaikan Kesehatan
» Program Pengembangan Seni dan Budaya Biaya yang dikeluarkan Health Improvement Program
» Arts and Cultural Program Cost
» Aktivitas Pengelolaan Lingkungan Environmental Management
» UNEP-FI Signatory Member Biaya yang dikeluarkan UNEP-FI Signatory Member
» Expenses Honggo Widjojo Kangmasto
» Independence of the Board of Commissioners Members
» Tugas dan Tanggung Jawab Dewan Komisaris Duties and Resposibilities of the Board of Commissioners
» Pelaksanaan Tugas Dewan Komisaris
» Implementation of Duties of the Board of Commissioners
» Rapat Dewan Komisaris bni ar 2010 th
» Procedures to Determine the Remuneration and Other Facilities for BOC
» Share Ownership of Members of the Board of Commissioners Reach 5 five percent
» Independensi Anggota Direksi Independence of the Board of Directors Members
» Pembagian Bidang atau Sektor Tugas masing-masing Anggota Direksi Division of Duties of the BOD
» Tugas dan Tanggung Jawab Direksi a. Umum Rapat Direksi
» Meetings of the Board of Directors Prosedur Penetapan Remunerasi dan Fasilitas Lain Direksi
» Procedures for Determination of Remuneration and Other Facilities for BOD
» SeminarTrainingWorkshop Direksi bni ar 2010 th
» SeminarsTrainingsWorkshops of the Board of Directors
» Composition of the Audit Committee in 2010
» Independensi Anggota Komite Piagam Komite Audit Independence of Committee Members
» Criteria of the Audit Committee Member
» Tugas dan Tanggung Jawab Komite Audit Duties and Responsibilities of the Audit Committee
» Composition of Committee Members 2010
» Masa tugas Komite Pemantau Risiko
» Tenure of Risk Monitoring Committee Kriteria Anggota Komite Pemantau Risiko
» Membership Criteria Tugas dan Tanggung Jawab Komite Pemantau Risiko
» Duties and Responsibilities of the Risk Monitoring Committee
» Susunan Anggota Komite Remunerasi dan Nominasi Remuneration and Nomination Committee Charter
» Independensi Anggota Komite Remunerasi dan Nominasi Piagam Komite Remunerasi dan Nominasi
» Membership Criteria Committee Responsibilities and Scope of Work
» RCC Membership Structure consists of: Tugas dan Tanggung Jawab Komite
» Duties and Responsibilities of the Committee
» Susunan Anggota Komite Teknologi Tugas dan Tanggung Jawab Komite Teknologi
» Membership Structure Duties and Responsibilities of the Technology Committee
» Ruang Lingkup dan Jenis AuditKonsultasi Metodologi Audit Konsultasi
» Scope and Type of AuditConsultancy Audit Consultancy Methodology Realisasi Pelaksanaan Audit
» Struktur dan Kedudukan SPI Tugas dan Tanggung Jawab SPI IAU Structure and Position
» Duties and Responsibilities of IAU Wewenang SPI
» IAU Code of Conduct Kompetensi Persyaratan Auditor SPI
» Competence IAU Auditor Criteria Perlindungan Hukum kepada Pemimpin dan Auditor SPI
» Legal Protection for IAU Head and Auditor
» Komite Layanan Rencana Jangka Panjang Corporate Plan
» Rencana Jangka Menengah dan Pendek Business Plan
» Medium and Short-Term Business Plan
» gcgbni.co.id. serta PO BOX GCG BNI
» gcgbni.co.id. and PO BOX GCG BNI
» Rencana Strategis Bank = peringkat 2
» Bank Strategic Plan = second rank
» Pendirian Bank Establishment of the Bank
» Rekapitalisasi Recapitalization Struktur dan Manajemen Organizational and Management Structure
» Struktur dan Manajemen lanjutan Organizational and Management Structure
» Anak Perusahaan lanjutan Subsidiaries continued
» Basis of preparation of the consolidated financial statements
» Basis of preparation of the consolidated financial statements continued
» IKHTISAR KEBIJAKAN AKUNTANSI lanjutan SUMMARY OF SIGNIFICANT ACCOUNTING
» Placements with other banks and Bank Surat-surat berharga
» Marketable securities and Government Bonds continued
» Instrumen keuangan derivatif Derivative financial instruments
» Pinjaman yang diberikan Loans
» Loans continued Sebelum 1 Januari 2010 lanjutan
» Loans continued Sebelum dan setelah 1 Januari 2010
» Aset tetap dan penyusutan Fixed assets and depreciation
» Fixed assets and depreciation continued
» Foreclosed collaterals continued Piutang pembiayaan konsumen Consumer financing receivables
» Consumer financing IKHTISAR KEBIJAKAN AKUNTANSI lanjutan SUMMARY OF SIGNIFICANT ACCOUNTING
» Simpanan dari bank lain Deposits from other banks
» Fund borrowing continued Pendapatan bunga dan syariah, beban bunga dan bonus Interest and
» Perpajakan Taxation IKHTISAR KEBIJAKAN AKUNTANSI lanjutan SUMMARY OF SIGNIFICANT ACCOUNTING
» KAS GIRO PADA BANK INDONESIA CURRENT ACCOUNTS WITH BANK INDONESIA
» GIRO PADA BANK INDONESIA lanjutan CURRENT ACCOUNTS WITH BANK INDONESIA
» Berdasarkan jenis dan mata uang lanjutan By type and currency continued
» Berdasarkan peringkat lanjutan By rating continued
» Informasi Other significant information relating to
» TAGIHAN DAN OBLIGASI PEMERINTAH GOVERNMENT BONDS
» OBLIGASI PEMERINTAH lanjutan GOVERNMENT BONDS continued
» OBLIGASI PEMERINTAH lanjutan GOVERNMENT BONDS continued PENYERTAAN SAHAM EQUITY INVESTMENTS
» PENYERTAAN SAHAM lanjutan EQUITY INVESTMENTS continued
» ASET TETAP lanjutan FIXED ASSETS continued ASET LAIN-LAIN - BERSIH OTHER ASSETS - NET
» ASET LAIN-LAIN - BERSIH lanjutan OTHER ASSETS - NET continued
» Berdasarkan jenis dan mata uang By type and currency
» Beban pajak lanjutan Tax expense continued
» Aset pajak tangguhan Deferred tax assets
» Surat ketetapan pajak Tax assessment letter
» CADANGAN UMUM DAN WAJIB GENERAL AND LEGAL RESERVES CADANGAN KHUSUS SPECIFIC RESERVES
» IMBALAN KERJA lanjutan EMPLOYEE BENEFITS continued
» KOMITMEN DAN KONTINJENSI lanjutan COMMITMENTS
» Bank guarantees Irrevocable letters of credit Irrevocable letters of credit
» INFORMASI SEGMEN USAHA lanjutan SEGMENT INFORMATION continued
» MANAJEMEN RISIKO lanjutan RISK MANAGEMENT continued
» MANAJEMEN RISIKO lanjutan RISK MANAGEMENT continued RISIKO KREDIT CREDIT RISK
» RISIKO KREDIT lanjutan CREDIT RISK continued
» RISIKO LIKUIDITAS LIQUIDITY RISK RISIKO LIKUIDITAS lanjutan LIQUIDITY RISK continued
» RISIKO LIKUIDITAS lanjutan LIQUIDITY RISK continued
» RISIKO PASAR lanjutan MARKET RISK continued
» RISIKO OPERASIONAL OPERATIONAL RISK
» NILAI WAJAR FAIR VALUE OF FINANCIAL ASSETS AND LIABILITIES continued
» AKTIVITAS FIDUCIARY lanjutan FIDUCIARY ACTIVITIES continued
» AKTIVITAS FIDUCIARY lanjutan FIDUCIARY ACTIVITIES continued HAL-HAL LAINNYA OTHER MATTERS
» HAL-HAL LAINNYA lanjutan OTHER MATTERS continued
» RENCANA BARANG MODAL CAPITAL EXPENDITURE COMMITMENTS KREDIT KELOLAAN CHANNELING LOANS
» PERNYATAAN STANDAR REVISED STATEMENTS
» PERNYATAAN STANDAR REVISED STATEMENTS REKLASIFIKASI LAPORAN
» INFORMASI KEUANGAN TAMBAHAN 53. SUPPLEMENTARY FINANCIAL INFORMATION TANGGUNG JAWAB
» MANAGEMENT’S RESPONSIBILITY ON THE CONSOLIDATED FINANCIAL STATEMENTS
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