The Lack of The Supervisor's Trust in The Employees in Handling Customer Complaints At Checkpoint Auto Salon Cafe.
ABSTRACT
Dalam tugas akhir ini, saya akan membahas masalah kurangnya
kepercayaan antara pihak supervisor dengan para bawahan yang terjadi
di Checkpoint Auto Salon Café. Permasalahan ini saya temukan selama
magang di Checkpoint. Penelitian ini bertujuan untuk menganalisa
penyebab dan akibat yang timbul akibat dari kurangnya kepercayaan
dalam hubungan kerja di Checkpoint. Selain itu penelitian ini juga mencari
solusi terbaik dalam menyelesaikan masalah tersebut.
Dari hasil penelitian yang telah dilakukan, saya dapat menarik
kesimpulan bahwa kepercayaan sangatlah penting. Kurangnya
kepercayaan supervisor terhadap bawahannya dapat membuat kinerja
perusahaan tidak dapat berjalan dengan baik. Oleh karena itu perusahaan
sebaiknya mengambil sebuah solusi karena masalah ini akan
berpengaruh terhadap kepuasan konsumen.
Setelah melakukan penelitian, saya menemukan beberapa solusi yang
dapat dipakai untuk mengatasi masalah ini. Dari beberapa solusi tersebut,
saya memilih satu solusi yang diharapkan paling tepat untuk mengatasi
masalah tersebut dan meningkatkan kinerja perusahaan.
TABLE OF CONTENTS
ABSTRACT………………………………………...………..…..……
DECLARATION OF ORIGINALITY….……………….…..…..…….
ACKNOWLEDGEMENTS……………………………...…..…..……
TABLE OF CONTENTS……...………………………..….....………
CHAPTER I. INTRODUCTION………………………..…………… 1-5
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Limitations and Method of the Study
F. Organization of the Term-Paper
CHAPTER II. PROBLEM ANALYSIS……………..…...….…...... 6-8
CHAPTER III. POTENTIAL SOLUTIONS………..…...………… 9-11
CHAPTER IV. CONCLUSION…………………..…………….… 12-13
BIBLIOGRAPHY
CHAPTER I
INTRODUCTION
A. Background of the Study
In building a good business relationship, trust should be built
between a company and people who have business link with it. Trust
is also needed in the relationships between the leaders in the company
and their employees. Because they do not trust their employees, many
companies establish a rule that limit the authority for employees to
make decisions. One of the decisions that are made is in handling
complaints.
According to Tschohl (53), many heads of companies
think that employees are people who are not trained, therefore they do
not trust their employees to be able to handle complaints. Some of the
leaders are certain that their employees cannot make a good decision.
For my term paper, I choose the topic about building the
supervisor’s trust in his employees so that the employees can handle
customer complaints at Checkpoint Auto Salon Café. I choose this
topic because I think trust is needed in the work relationship between a
supervisor and the employees. My research is based on my internship
in Checkpoint Auto Salon Café.
When the employees receive
complaints from customers, usually they cannot do anything because
their supervisor does not trust them to take any decision.
The
employees must wait for their supervisor to solve every problem. As a
1
Maranatha Christian University
result, every time the customers have complaints, they have to wait for
the supervisor so they become angry. The case is serious for it can
cause the customers to become disloyal to the company. Therefore, I
decide to analyze this problem to find the right solution.
B. Identification of the Problem
Based on my experience when I was doing my internship at
Checkpoint Auto Salon Café, I found a problem related with trust. One
example is when I did the internship, there was one customer who
complained because he received broken merchandise. The customer
insisted that Checkpoint must replace the merchandise with the new
one or return his money completely. However, the supervisor did not
trust his employees to handle the complaint. The employees must ask
the supervisor to decide what solution to be given to the customer, but
the supervisor was not always there. The customer must wait and it
made him angry. I would like to analyze the problem which related to
trust at Checkpoint using the following questions:
•
What are the causes which hinder the supervisor from
trusting his employees?
•
What are the effects due to the lack of the supervisor’s trust
in his employees?
•
What are the solutions to this problem so that the
supervisor’s trust in the employees can be built?
2
Maranatha Christian University
C. Objectives and Benefits of the Study
There are two objectives of this study. The first one is to find the
causes and the effects of the problem of the supervisor’s lack of trust.
The second one is to find the potential solutions and decide the best
solution to build the supervisor’s trust in the employees in handling
customer’s complaint at Checkpoint Auto Salon Café.
There are some benefits of the study for me, for the readers, and
for the Institution. For me as a researcher, I can solve the problem at
Checkpoint and know new knowledge about building relationship
between supervisors and employees. For the readers, the benefit is
that they can be aware of a problem of trust that can happen between
supervisors and employees. There is also a benefit for the institution,
Checkpoint Auto Salon Café. The benefit is that the institution will
know the solution to solve the problem and avoid similar problem thus
they can improve their service.
D. Description of the Institution
Checkpoint Auto Salon Café is an auto salon which provides
various services of car washing. Checkpoint Auto Salon Café was
opened in 2004 and located at Jalan Sumatera 15, Bandung. The
owner of Checkpoint is Mr. Juhana Satria. Checkpoint is an official
place for car washing products from the United States namely
Meguiar’s. In order to deal with customers needs, Checkpoint also
provides Red Line (lubricant machine products), Dyno-Tab (octant gas
3
Maranatha Christian University
tablet), and Gold Eagle (machine guard products). Services which are
usually given to the customers begin by introducing them to some car
maintenance products.
After the customers have decided which
products that they want to use for their cars, the employees of
Checkpoint will do the car washing process. The process of washing
includes snow wash, wax, and drying up. Checkpoint also provides a
café for the customers to wait or to enjoy snacks and drinks while their
cars are being washed.
E. Limitations and Method of the Study
This term paper is based on my internship in Checkpoint Auto
Salon Cafe as the assistant to the purchasing staff. The example of
the problem in this term paper is based on the case which happened
at Checkpoint.
To support my analysis in order to understand and to find the
solution of the problem, I have done a library research. There are
some books that I read to support my research, especially about how
to improve company services. Apart from the library research, I also
do the Internet research to find some theories to support my research
of the problem. The other source that I use is my internship journal.
The journal was written during my internship in Checkpoint Auto Salon
Cafe. The journal contains my observation of the problems and my
activities during the internship. The content of the internship journal is
4
Maranatha Christian University
useful for my research to identify the problem and to support my
analysis in order to find the best solution for the problem.
F. Organization of the Term Paper
This term paper begins with the Abstract.
The Abstract is
followed by the Declaration of Originality and Acknowledgements. The
next page is Table of Contents.
It is followed by the introductory
chapter, which contains the Background of the Study that shows my
reason for choosing the topic; Statement of the Problem that shows
the problem which is analyzed; Objectives and Benefits of the Study;
Description of the Institution; Limitations of the
Organization of the Term Paper.
Study; and
The second chapter is Problem
Analysis which is discussing the causes and the effects of the problem
including the theories that are used to support my analysis. The third
chapter is the Potential Solutions. This chapter shows the potential
solutions which can be used to solve the problem. The last chapter is
the Conclusion which explains about the best solution to the problem.
The final part is the Bibliography. It shows the sources from books
and Internet which are used to support my analysis of the problem.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
After analyzing the three alternative solutions and their potential
positive and negative effects in the previous chapter, I decide that the best
solution for the problem of lack of trust at Checkpoint is solution one.
Solution one is training the employees to handle complaints. The
supervisor can held training about common problems with customers that
the employees usually find.
I think solution one is the most effective way to solve the problem of
lack of trust at Checkpoint because the solution provides a way for the
supervisor to build trust in his employees because with the training they
can work better. This solution will not cost as much money as the other
possible solutions. Solution two is replacing the current employees with
people who are more professional. I think solution two will cost a lot of
money because professional workers will ask for high payment which
cannot be afforded by Checkpoint. Solution three is also unsuitable to be
applied in Checkpoint’s situation. With solution three, the supervisor hires
someone who can be trusted to be in charge in handling customer
complaints at Checkpoint. The supervisor can hire his family member to
12
represent him. However, the supervisor could be not objective in dealing
with the situation because family members are often disagreeing with each
other or depend too much on each other.
I think solution one can be applied at Checkpoint’s situation. The
supervisor can hire a trainer who is professional in handling customer
problem. However, hiring a trainer will cost much money; besides, the
training could be improper for Checkpoint’s situation. That is why the
supervisor can teach the employees by himself with role-play about
common situations of complaints which often happen at Checkpoint.
Therefore, the supervisor will know about the capability of his employees,
then he can trust them to handle complaints problem. By applying this
solution, hopefully the working system at Checkpoint will be better and the
working time can be spent efficiently. Thus Checkpoint can increase their
service to their customers.
13
BIBLIOGRAPHY
Printed Sources
Sutedja, Wira. Panduan Layanan Konsumen. Jakarta: PT Grasindo, 2007.
Tschohl, John. Loyal for Life. Trans. Sugianto Yusuf. Jakarta: PT
Gramedia Pustaka Utama, 2006.
Electronic Sources
Carleton, James. “Small to Medium Business: Relations” abc.net.au.
March 2006. Australian Broadcasting Corporation. 10 August 2008
Philips, Rick. “Complaints Welcome Here.” Progressive Distributor. April
2000. Milo Media. 16 July 2008
“Problem in Managing a Family Owned Business” canadabusiness.ca.
October 2005. Canada Business network. 10 August 2008
Dalam tugas akhir ini, saya akan membahas masalah kurangnya
kepercayaan antara pihak supervisor dengan para bawahan yang terjadi
di Checkpoint Auto Salon Café. Permasalahan ini saya temukan selama
magang di Checkpoint. Penelitian ini bertujuan untuk menganalisa
penyebab dan akibat yang timbul akibat dari kurangnya kepercayaan
dalam hubungan kerja di Checkpoint. Selain itu penelitian ini juga mencari
solusi terbaik dalam menyelesaikan masalah tersebut.
Dari hasil penelitian yang telah dilakukan, saya dapat menarik
kesimpulan bahwa kepercayaan sangatlah penting. Kurangnya
kepercayaan supervisor terhadap bawahannya dapat membuat kinerja
perusahaan tidak dapat berjalan dengan baik. Oleh karena itu perusahaan
sebaiknya mengambil sebuah solusi karena masalah ini akan
berpengaruh terhadap kepuasan konsumen.
Setelah melakukan penelitian, saya menemukan beberapa solusi yang
dapat dipakai untuk mengatasi masalah ini. Dari beberapa solusi tersebut,
saya memilih satu solusi yang diharapkan paling tepat untuk mengatasi
masalah tersebut dan meningkatkan kinerja perusahaan.
TABLE OF CONTENTS
ABSTRACT………………………………………...………..…..……
DECLARATION OF ORIGINALITY….……………….…..…..…….
ACKNOWLEDGEMENTS……………………………...…..…..……
TABLE OF CONTENTS……...………………………..….....………
CHAPTER I. INTRODUCTION………………………..…………… 1-5
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Limitations and Method of the Study
F. Organization of the Term-Paper
CHAPTER II. PROBLEM ANALYSIS……………..…...….…...... 6-8
CHAPTER III. POTENTIAL SOLUTIONS………..…...………… 9-11
CHAPTER IV. CONCLUSION…………………..…………….… 12-13
BIBLIOGRAPHY
CHAPTER I
INTRODUCTION
A. Background of the Study
In building a good business relationship, trust should be built
between a company and people who have business link with it. Trust
is also needed in the relationships between the leaders in the company
and their employees. Because they do not trust their employees, many
companies establish a rule that limit the authority for employees to
make decisions. One of the decisions that are made is in handling
complaints.
According to Tschohl (53), many heads of companies
think that employees are people who are not trained, therefore they do
not trust their employees to be able to handle complaints. Some of the
leaders are certain that their employees cannot make a good decision.
For my term paper, I choose the topic about building the
supervisor’s trust in his employees so that the employees can handle
customer complaints at Checkpoint Auto Salon Café. I choose this
topic because I think trust is needed in the work relationship between a
supervisor and the employees. My research is based on my internship
in Checkpoint Auto Salon Café.
When the employees receive
complaints from customers, usually they cannot do anything because
their supervisor does not trust them to take any decision.
The
employees must wait for their supervisor to solve every problem. As a
1
Maranatha Christian University
result, every time the customers have complaints, they have to wait for
the supervisor so they become angry. The case is serious for it can
cause the customers to become disloyal to the company. Therefore, I
decide to analyze this problem to find the right solution.
B. Identification of the Problem
Based on my experience when I was doing my internship at
Checkpoint Auto Salon Café, I found a problem related with trust. One
example is when I did the internship, there was one customer who
complained because he received broken merchandise. The customer
insisted that Checkpoint must replace the merchandise with the new
one or return his money completely. However, the supervisor did not
trust his employees to handle the complaint. The employees must ask
the supervisor to decide what solution to be given to the customer, but
the supervisor was not always there. The customer must wait and it
made him angry. I would like to analyze the problem which related to
trust at Checkpoint using the following questions:
•
What are the causes which hinder the supervisor from
trusting his employees?
•
What are the effects due to the lack of the supervisor’s trust
in his employees?
•
What are the solutions to this problem so that the
supervisor’s trust in the employees can be built?
2
Maranatha Christian University
C. Objectives and Benefits of the Study
There are two objectives of this study. The first one is to find the
causes and the effects of the problem of the supervisor’s lack of trust.
The second one is to find the potential solutions and decide the best
solution to build the supervisor’s trust in the employees in handling
customer’s complaint at Checkpoint Auto Salon Café.
There are some benefits of the study for me, for the readers, and
for the Institution. For me as a researcher, I can solve the problem at
Checkpoint and know new knowledge about building relationship
between supervisors and employees. For the readers, the benefit is
that they can be aware of a problem of trust that can happen between
supervisors and employees. There is also a benefit for the institution,
Checkpoint Auto Salon Café. The benefit is that the institution will
know the solution to solve the problem and avoid similar problem thus
they can improve their service.
D. Description of the Institution
Checkpoint Auto Salon Café is an auto salon which provides
various services of car washing. Checkpoint Auto Salon Café was
opened in 2004 and located at Jalan Sumatera 15, Bandung. The
owner of Checkpoint is Mr. Juhana Satria. Checkpoint is an official
place for car washing products from the United States namely
Meguiar’s. In order to deal with customers needs, Checkpoint also
provides Red Line (lubricant machine products), Dyno-Tab (octant gas
3
Maranatha Christian University
tablet), and Gold Eagle (machine guard products). Services which are
usually given to the customers begin by introducing them to some car
maintenance products.
After the customers have decided which
products that they want to use for their cars, the employees of
Checkpoint will do the car washing process. The process of washing
includes snow wash, wax, and drying up. Checkpoint also provides a
café for the customers to wait or to enjoy snacks and drinks while their
cars are being washed.
E. Limitations and Method of the Study
This term paper is based on my internship in Checkpoint Auto
Salon Cafe as the assistant to the purchasing staff. The example of
the problem in this term paper is based on the case which happened
at Checkpoint.
To support my analysis in order to understand and to find the
solution of the problem, I have done a library research. There are
some books that I read to support my research, especially about how
to improve company services. Apart from the library research, I also
do the Internet research to find some theories to support my research
of the problem. The other source that I use is my internship journal.
The journal was written during my internship in Checkpoint Auto Salon
Cafe. The journal contains my observation of the problems and my
activities during the internship. The content of the internship journal is
4
Maranatha Christian University
useful for my research to identify the problem and to support my
analysis in order to find the best solution for the problem.
F. Organization of the Term Paper
This term paper begins with the Abstract.
The Abstract is
followed by the Declaration of Originality and Acknowledgements. The
next page is Table of Contents.
It is followed by the introductory
chapter, which contains the Background of the Study that shows my
reason for choosing the topic; Statement of the Problem that shows
the problem which is analyzed; Objectives and Benefits of the Study;
Description of the Institution; Limitations of the
Organization of the Term Paper.
Study; and
The second chapter is Problem
Analysis which is discussing the causes and the effects of the problem
including the theories that are used to support my analysis. The third
chapter is the Potential Solutions. This chapter shows the potential
solutions which can be used to solve the problem. The last chapter is
the Conclusion which explains about the best solution to the problem.
The final part is the Bibliography. It shows the sources from books
and Internet which are used to support my analysis of the problem.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
After analyzing the three alternative solutions and their potential
positive and negative effects in the previous chapter, I decide that the best
solution for the problem of lack of trust at Checkpoint is solution one.
Solution one is training the employees to handle complaints. The
supervisor can held training about common problems with customers that
the employees usually find.
I think solution one is the most effective way to solve the problem of
lack of trust at Checkpoint because the solution provides a way for the
supervisor to build trust in his employees because with the training they
can work better. This solution will not cost as much money as the other
possible solutions. Solution two is replacing the current employees with
people who are more professional. I think solution two will cost a lot of
money because professional workers will ask for high payment which
cannot be afforded by Checkpoint. Solution three is also unsuitable to be
applied in Checkpoint’s situation. With solution three, the supervisor hires
someone who can be trusted to be in charge in handling customer
complaints at Checkpoint. The supervisor can hire his family member to
12
represent him. However, the supervisor could be not objective in dealing
with the situation because family members are often disagreeing with each
other or depend too much on each other.
I think solution one can be applied at Checkpoint’s situation. The
supervisor can hire a trainer who is professional in handling customer
problem. However, hiring a trainer will cost much money; besides, the
training could be improper for Checkpoint’s situation. That is why the
supervisor can teach the employees by himself with role-play about
common situations of complaints which often happen at Checkpoint.
Therefore, the supervisor will know about the capability of his employees,
then he can trust them to handle complaints problem. By applying this
solution, hopefully the working system at Checkpoint will be better and the
working time can be spent efficiently. Thus Checkpoint can increase their
service to their customers.
13
BIBLIOGRAPHY
Printed Sources
Sutedja, Wira. Panduan Layanan Konsumen. Jakarta: PT Grasindo, 2007.
Tschohl, John. Loyal for Life. Trans. Sugianto Yusuf. Jakarta: PT
Gramedia Pustaka Utama, 2006.
Electronic Sources
Carleton, James. “Small to Medium Business: Relations” abc.net.au.
March 2006. Australian Broadcasting Corporation. 10 August 2008
Philips, Rick. “Complaints Welcome Here.” Progressive Distributor. April
2000. Milo Media. 16 July 2008
“Problem in Managing a Family Owned Business” canadabusiness.ca.
October 2005. Canada Business network. 10 August 2008