604
bank bjb
Laporan Tahunan 2014
LIUJTBS4BIBN0CMJHBTJ OBMJTB1FNCBIBTBOBUBT,JOFSKB1FSTFSPBO
5BUB,FMPMB1FSVTBIBBO Tanggung Jawab Sosial Perusahaan
-BQPSBO,FVBOHBO,POTPMJEBTJBO BUB1FSVTBIBBO
operasi fernia, dan Kampung Nutrisi. Kampung Nutrisi ini dilaksanakan di 5 RW di Kecamatan
Braga Kota Bandung dengan kegiatan, meliputi pemberian paket nutrisi, pemberian paket
sembako, dan penyuluhan gizi buruk. 5. Kegiatan lainnya adalah program rutin bank
bjb yang dilakukan pada masa liburan anak
sekolah, yaitu kegiatan khitanan massal. Pada tahun 2014 bank
bjb melaksanakan khitanan
massal di Kabupaten Tangerang dengan jumlah peserta khitan sebanyak 200 anak yang diadakan
Kegiatan khitanan massal rutin diselenggarakan setiap tahun di kota-kota besar di Indonesia.
C. TANGGUNG JAWAB KEPADA KONSUMEN
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
TUBOEBSEJTBTJBTQFLmTJL 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, roadmap, 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.
Braga District of Bandung with activities, including the provision of nutritional packages, provision of
food packages, and poor nutrition counseling. 5. Another activity is the routine bank
bjb program that
is conducted during the school holidays, namely the mass circumcision activity. In 2014 bank
bjb
carried out the mass circumcision activity in the Tangerang Regency with a total of 200 children
participating in the activity. The mass circumcision activity is regularly held every year in major cities
in Indonesia.
C. RESPONSIBILITY TO THE CUSTOMER
Policy
5IF PNQBOZ IBT B TUSPOH DPNNJUNFOU UP GVMmMM JUT 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.
TANGGUNG JAWAB SOSIAL PERUSAHAAN
605
bank bjb
Annual Report 2014
4UPDL0CMJHBUJPOJHIMJHIUT .BOBHFNFOUJTDVTTJPOOBMZTJTPOPNQBOZ1FSGPSNBODF
Good Corporate Governance Corporate Social Responsibility
POTPMJEBUFEJOBODJBM4UBUFNFOUT Corporate Data
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.
1. Penyempurnaan Buku dan Video Standar Layanan
2. Pembuatan Sistem Aplikasi Service Measurement
3. Penyelesaian Buku Panduan Standarisasi Aspek Fisik Aspek
Premises 4. Implementasi Pengembangan Budaya
Layanan, termasuk aspek fisik pada 8 outlet pilot
5. Evaluasi Implementasi pada 8 outlet pilot
6. Program Quick Win Pencapaian 10 Besar MRI
1. Improving the Books and Videos on Services Standard
2. Preparing the Service Measurement Application System
3. Completion of Guidelines for Standardization of Physical Aspects
Premises 4. Implementing Service Culture
Development, including physical aspects on 8 pilot outlets
5. Evaluating the Implementation of 8 pilot outlets
6. Quick Win Program to Achieve MRI Best 10
1. Implementasi Pengembangan Budaya
Layanan di seluruh outlet bank bjb
2. Implementasi standarisasi aspek fisik
Premises di seluruh outlet bank bjb
3. Evaluasi Implementasi Pengembangan Budaya Layanan di seluruh outlet
bank bjb
4. Terciptanya service culture 5. Program Quick Win Pencapaian 7
Besar MRI 1. Implementing Service Culture
Development in all of bank bjb outlets
2. Implementing the Standardization of Physical Aspects Premises in all of
bank bjb outlets
3. Evaluating the Implementation of Service Culture Development in all of
bank bjb outlets
4. The establishment of service culture 5. Quick Win Program to Achieve MRI
Best 7 1. Sustainability Program
Pengembangan Budaya Layanan 2. Sustainability Service Culture
3. Perbaikan Business Process 4. Program Quick Win Pencapaian 5
Besar MRI 1. Sustainability Program for Service
Culture Development 2. Sustainability Service Culture
3. Improving Business Process 4. Quick Win Program to Achieve MRI
Best 5
2012
“The Best Ten In Service”
2013
“The Best Ten In Service”
2014
“The Best Ten In Service”
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.
CORPORATE SOCIAL RESPONSIBILITY
606
bank bjb
Laporan Tahunan 2014
LIUJTBS4BIBN0CMJHBTJ OBMJTB1FNCBIBTBOBUBT,JOFSKB1FSTFSPBO
5BUB,FMPMB1FSVTBIBBO Tanggung Jawab Sosial Perusahaan
-BQPSBO,FVBOHBO,POTPMJEBTJBO BUB1FSVTBIBBO
TANGGUNG JAWAB SOSIAL PERUSAHAAN
Pelaksanaan Kegiatan
Pada Tahun 2013, bank bjb melakukan implementasi
budaya layanan dan aspek premises di seluruh outlet
bank bjb dengan melakukan monitoring per semester di
seluruh kantor cabang. Kegiatan tersebut dilakukan Divisi Jaringan dan Layanan.
Untuk meningkatkan kualitas pelayanan di seluruh outlet
bank bjb, Divisi Jaringan dan Layanan melakukan Kegiatan
apresiasi atau penghargaan kepada karyawan, yaitu program BBSEA bank
bjb Service Excellence Award.
Kegiatan ini diadakan rutin setiap tahun, sebagai wujud penghargaan kepada para
frontliner teller, customer service, satpam, dan supervisor.
Seleksi program BBSEA dilakukan mulai dari tahap seleksi awal di kantor cabang masing-masing.
Kemudian, seleksi tingkat wilayah yang meliputi aspek soft competency kemampuan berkomunikasites lisan
dan kualitas data dan hard competency roleplay, tes
tulis, performance, dan seleksi tingkat nasional yang
meliputi pemberian training classical, table manner, tes
roleplay, dan persentase hasil benchmarking. Sedangkan pengumuman pemenang dilaksanakan pada acara
awarding BBSEA. Selain penghargaan dari kategori
frontliner dan supervisor, saat
awarding diumumkan pula penghargaan pelayanan bagi
CBDLPGmDF terbaik,
cleaning service terbaik, cabang pelayanan terbaik kategori Pemda dan Non-Pemda, serta
KCP pelayanan terbaik. Untuk mendukung kegiatan peningkatan pelayanan
kepada nasabah, Divisi Jaringan dan Layanan melakukan evaluasi pelayanan melalui:
a. BSEM Bank Service Excellence Monitoring. b.
External mystery shopping untuk mengukur performa layanan dan memperoleh gambaran mengenai
customer experience terhadap actual service delivery dari layanan bank
bjb.
c. Self Assessment.
d. Monitoringpendampingan.
e. Customer Satisfaction Index.
Implementation Activities
In 2013,
bank bjb conducts the implementation of the
services culture and the premises aspect in all bank bjb
by performing supervision semi annually in all branches. The activity was conducted by the Networks and Services
Division. To improve the quality of service in all outlets of bank
bjb,
the Network and Services Division conducts the awards or appreciation activities to employees, namely the BBSEA
bank bjb Service Excellence Award program. This
activity is held regularly every year, as a form of tribute to the frontliner tellers, customer service, security guards,
and supervisors. The selection for the BBSEA program is carried out
TUBSUJOH GSPN UIF JOJUJBM TFMFDUJPO JO FBDI CSBODI PGmDF Then, regional selection, covering aspects of soft
competency the ability to communicateoral test and data quality and hard competency roleplay, written tests,
performance, and the national selection which includes providing classical training, table manner, roleplay test,
and the percentage of benchmarking results. The winner announcement is conducted at the BBSEA awarding
ceremony. In addition to the award for the frontliner and supervisors
category, during the award, the best services for back PGmDF
CFTUDMFBOJOHTFSWJDFT
CFTUCSBODITFSWJDFTJOUIF
Government and Non Gevernment category, as well as CFTUTVCCSBODIPGmDFXFSFBMTPBOOPVODFE
To support the improvement of services to customers, the Network and Services Division perform evaluation services
through: a. BSEM Bank Service Excellence Monitoring.
b. External mystery shopping to measure the performance of the service and obtain a descrition of the customer
experience to the actual service delivery of bank bjb
services c. Self Assessment.
d. Monitoringmentoring. e. Customer satisfaction Index.
607
bank bjb
Annual Report 2014
4UPDL0CMJHBUJPOJHIMJHIUT .BOBHFNFOUJTDVTTJPOOBMZTJTPOPNQBOZ1FSGPSNBODF
Good Corporate Governance Corporate Social Responsibility
POTPMJEBUFEJOBODJBM4UBUFNFOUT Corporate Data
CORPORATE SOCIAL RESPONSIBILITY
Dampak KeuanganBiaya dari pelaksanaan kegiatan
Pelaksanaan kegiatan tanggung jawab perusahaan kepada para konsumen tidak memiliki dampak keuangan
karena dana untuk kegiatan ini telah dianggarkan pada tahun yang bersangkutan dan sesuai dengan Rencana
Bisnis Bank.
Perlindungan Nasabah
1. Keberadaan Pusat Pengaduan Konsumen