Survei Kepuasan Pelanggan Survei Harapan Pelanggan

PT Elnusa Tbk Laporan Tahunan 2013 Annual Report Code of Conduct Perseroan memuat di antaranya prinsip- prinsip gCg, yaitu transparansi, akuntabilitas, responsibilitas, independensi, dan kewajaran fairness kemudian pengelolaan bisnis Perseroan dengan mengedepankan etika bisnis, serta pelaksanaan etika Kerja di lingkungan Perseroan agar setiap individu Perseroan mampu bersikap, berperilaku, berinteraksi dan melakukan proses kerja, baik di dalam dan di luar Perseroan, sesuai dengan harapan. Untuk mengawal implementasi perilaku tersebut, Perseroan juga menerapkan sistem reward dan punishment secara tegas di samping mewajibkan manajemen dan karyawan untuk menandatangani Pernyataan Kepatuhan terhadap pelaksanaan Code of Conduct tersebut. The Code of Conduct of the Company contains gCg principles, which are transparency, accountability, responsibility, independence, and fairness. The business management of the Company puts Business ethics and the implementation of Work ethics within the Company’s organization irst so that all individuals in the Company are able to act, show attitude, interact, and perform the work process, both inside and outside the Company, in accordance with the expectations. To protect the implementation of such behaviour, the Company also implements a irm reward and punishment system, as well as obligates the management and employees to sign a statement of Compliance to the implementation of the Code of Conduct. Jaminan Mutu QUaliTy assUranCe Perseroan selalu menerapkan standar yang tinggi dalam memberikan layanan kepada seluruh pelanggan, sehingga kualitas merupakan prioritas utama bagi fungsi Quality Assurance Qa untuk terus meningkatkan perbaikan secara berkesinambungan. Untuk menjaga kepercayaan pelanggan yang bertujuan untuk memberikan efek domino bagi perusahaan sehingga mampu meningkatkan kepuasan pelanggan, eiensi proses, peningkatan performance bisnis perusahaan, peningkatan jumlah pelanggan, peningkatan ekspansi pasar perusahaan dan peningkatan keuntungan perusahaan, maka fungsi Qa mempertahankan dan menjalankan hal-hal sebagai berikut: - sertiikat iso 9001 yang telah diperoleh sejak agustus 1997 dengan iD PT elnusa geosains. - sistem manajemen mutu iso 9001:2000 tanggal 14 april 2008 dimana Perseroan berhasil menggabungkan seluruh sistem manajemen dari ketiga anak Perusahaan. - Perseroan melakukan perubahan versi iso 9001:2000 menjadi iso 9001:2008 pada Juli 2009. Pencapaian Kerja 2013

1. Survei Kepuasan Pelanggan

guna memastikan pelanggan merasakan kualitas dari kinerja Perseroan secara keseluruhan, fungsi Qa melakukan pengukuran survei kepuasan terhadap pelanggan. Pada 2013, index Kepuasan Pelanggan Perseroan mencapai 79. Hal ini menjadi tantangan bagi manajemen untuk meningkatkan index Kepuasan Pelanggan menjadi 85 di 2014. The Company always puts into practice high standards in providing services to all Customers. Therefore, quality is the main priority of the Quality assurance Qa function. This is improved continuously. in order to maintain the Customer’s trust, which will have the purpose of establishing a domino effect for the Company so that it can improve customer satisfaction, process eficiency, improvement of the business performance of the Company, increase of the total number of customers, growing market expansion of the Company, and increase of the Company proits, then Qa function shall maintain and perform the following: - iso 9001 Certiicate obtained since august 1997 under the iD of PT elnusa geosains. - iso 9001:2000 Quality management system dated 14 april 2008, where the Company succeeded to integrate and combine all management systems from the Company’s three subsidiaries. - The Company changed iso version 9001:2000 into iso 9001:2008 in July 2009. 2013 Work achievement 1. Customer satisfaction survey in order to ensure that Customers are aware of the quality of the overall performance of the Company, Qa function conducted a survey on customer satisfaction. in 2013, Customer satisfaction index of the Company was up to 79. it has become a challenge to management as it needs to improve such Customer satisfaction index to 85 in 2014. Laporan Tata Kelola Perusahaan | Corporate governance report

2. Survei Harapan Pelanggan

guna melengkapi pengukuran kepuasan pelanggan, fungsi Qa juga melakukan pengukuran survei harapan pelanggan serta menganalisa hasil survei tersebut dalam pencapaian jasa yang diberikan oleh fungsi operasi dari sisi sumber daya, equipment, safety dan performance dimana hasil survei tersebut dilaporkan secara berkala.

3. Non Conformity Product