Bantuan Layanan Teknis Annual Report CAP 2016
7. Menghilangkan Hydrocarbon loss LP flare di Acethylene Washer Butadiene Plant.
8. Menurunkan Konsumsi Demin Water Supply ke PCW Tank dari 4 tonjam Menjadi 3.5 TonJam Dengan
Variabel Kontrol Demin Water overflow dan cooler performance selama 4 bulan.
9. Menghilangkan konsumsi listril di Silo Blending dari 329 kWh menjadi 235 kWh selama 6 bulan.
10. Memperpanjang waktu operasi diantara Cleaning Tower dari 77 hari menjadi 118 hari selama 9 bulan.
11. Menurunkan 75 komplain pelanggan dikarenakan gel pada produk UF1810T selama 4 bulan.
12. Menurunkan Rasio Of-Spec dikarenakan Silica di Unit Polisher dari 35 menjadi 5 selama 3 bulan.
Penerapan Product Leadership
Perseroan mengimplementasikan
product leadership karena dinilai vital untuk memantapkan
posisi Perseroan di industri. Karena itu, Perseroan merancang strategi yang mencakup pengembangan
inovasi produk, peningkatan kualitas sumber daya manusia, sosialisasi branding dan pengetahuan produk
secara intensif dan terfokus, optimasi efisiensi biaya produksi, sertifikasi produk, dan terus membangun
hubungan yang erat dengan para pelanggan dan semua pemangku kepentingan.
Penanganan Pengaduan Konsumen
Sebagai wujud komitmen Perseroan untuk memberikan pelayanan purna jual yang baik, pengaduan pelanggan
yang masuk terkait produk dan layanan Perseroan ditanggapi
dan ditindaklanjuti
dengan serius.
Pengaduan pelanggan disampaikan melalui Divisi Sales, untuk kemudian ditindaklanjuti oleh Divisi Technical
Service dan Divisi Manufacturing dengan melakukan observasi langsung di tempat pelanggan, pengecekan
material di lab, dan investigasi dari sisi produksi.
Sepanjang tahun 2016, Perseroan menerima 206 pengaduan dengan rincian 94 aduan mengenai
pengiriman dan 112 aduan mengenai kualitas produk. 7. Eliminate Hydrocarbon loss LP flare at acethylene
washer Butadiene Plant. 8. Reduce Demin Water Consumption Supply to PCW
Tank from 4 tonshours to 3,5 tonshours with pH overflow Demin water and cooler performance as
variable control by 4 months. 9. Eliminate electricity consumption of Blending Silo
from 329 kWh to 235 kWh as 6 months. 10. Extending running hour between Tower Cleaning
from 77 days into 118 days within 9 months. 11. Reducing 75 of UF1810T customer complaints
due to gels within 4 months. 12. Reducing Silica Of-Spec Ratio of Polisher Unit
from 35 to be 5 within 3 months.
Implementation of Product Leadership
The Company implements product leadership as it is seen to be of vital importance to maintain the
top spot in the industry. Thus, the Company sets up its strategies covering production development
innovation, improvement of human resources, intensive and focused branding and product knowledge
dissemination, production cost efficiency optimization, product certification, as well as continuing to build
close relationship with customers and all of the other stakeholders.
Customer Complaint Handling
As the Company’s commitment to provide a good ater- sales service, incoming complaints from the customer
related to products and services are responded and followed up seriously. Customer complaints are
submitted through Sales Division, and then followed up by the Technical Service Division and Manufacturing
Division by conducting direct observation at the customer premises, checking material in the lab, and
investigating production process.
Throughout 2016, the Company received 206 complaints with details of 94 complaints regarding
deliveries and 112 complaints regarding the quality of the product.