Kebijakan Policy AR BJB 2013 ARA FINAL TERAKHIR

Introduction Management Discussion Analysis on Company Performance Good Corporate Governance Corporate Social Responsibility Corporate Data bank bjb •฀Laporan฀Tahunan฀2013฀Annual฀Report 387 Consolidated Financial Statements

D. Kepada Konsumen

1. Kebijakan

Perseroan memiliki komitmen yang tinggi untuk memenuhi tanggung jawab kepada konsumen dan nasabahnya. Bagi bank bjb, nasabah merupakan rekan utama dalam setiap langkah pengembangan usaha yang dilakukan perseroan. Oleh karena itu, bank bjb menempatkan kepuasan nasabah sebagai prinsip dasar dalam setiap pelayanannya. Pengembangan budaya layanan pada tahun 2013 diarahkan kepada terciptanya services culture. Hal itu dilakukan melalui implementasi Pengembangan Budaya Layanan di seluruh outlet bank bjb, implementasi standardisasi aspek fisik Premises di seluruh outlet bank bjb dan evaluasi implementasi pengembangan budaya layanan di seluruh outlet bank bjb. Standar ukuran yang digunakan seperti tercatat dalam kategori bank umum nasional penilaian Bank Service Excellent Monitoring BSEM versi MRI Marketing Research Indonesia. bank bjb juga telah membuat pedoman standar pelayanan, road map, dan blue print sebagai acuan dalam membangun budaya layanan bank bjb. Road Map membangun budaya layanan disusun berupa tahapan target yang harus dicapai selama tiga tahun. Hal ini dijadikan pedoman dalam penyusunan inisiatif strategis dan rencana kerja. a. Tahun 2012-2013 sebagai tahun “The Best Ten in Service” dengan target menjadi 10 besar di antara bank umum nasional di Indonesia dan 10 besar scoring index layanan versi MRI. b. Tahun 2013-2014 sebagai tahun “The Best Seven in Service” dengan target menjadi 7 besar di antara bank umum nasional di Indonesia dan 7 besar scoring index layanan versi MRI. c. Tahun 2014-2015 sebagai tahun “The Best Five in Service” dengan target menjadi 5 besar di antara bank umum nasional di Indonesia dan 5 besar scoring index layanan versi MRI.

D. Consumer

1. Policy

The Company has a strong commitment to fulfill its responsibilities to consumers and customers. For bank bjb, the customer is the main partner in every step of the development efforts of the company. Therefore, bank bjb put customer satisfaction as a basic principle in each of its services. The development of the services culture in 2013 is directed to the creation of services culture. This was conducted through the implementation of the Cultural Services Development across the bank bjb outlets, the implementation of physical Premises physical aspect at all outlets of bank bjb and implementation evaluation of the development of services culture throughout bank bjb outlets. Standard measurements are used as recorded in the category of national banks of Bank Monitoring Service Excellent BSEM version of MRI Marketing Research Indonesia. bank bjb has also created the services standard guidelines, road map and blue print as a reference in building the services culture of bank bjb. Road Map to build the services culture prepared target stages to be achieved over three years. This is used as a guidelines in the preparation of strategic initiatives and action plans. a. 2012-2013 as “The Best Ten in Service” year with the target of becoming the top 10 commercial bank in Indonesia and top 10 in the MRI version of services scoring index. b. 2013-2014 as “The Best Seven in Service” year with the target of becoming the top 7 commercial bank in Indonesia and top 7 in the MRI version of services scoring index. c. 2014-2015 as “The Best Five in Service” year with the target of becoming the top 5 commercial bank in Indonesia and top 5 in the MRI version of services scoring index Kriteria ARA No. VI.20, VI.20.1 CORPORATE SOCIAL RESPONSIBILITY TANGGUNG JAWAB SOSIAL PERUSAHAAN bank bjb •฀Laporan฀Tahunan฀2013฀Annual฀Report 388 2012 “The Best Ten” In Service 2013 “The Best Seven” In Service 2014 “The Best Five” In Service

1. Penyempurnaan Buku dan Video Standar Layanan