Voice of internal customer 31.72 6.12 12.75

BNI฀•฀2010฀Annual฀Report BNI฀•฀Laporan฀Tahunan฀2010 BNI฀•฀2010฀Annual฀Report BNI฀•฀Laporan฀Tahunan฀2010 135 Selain untuk para Talent, pengembangan karir juga disiapkan untuk pegawai lainnya melalui metode Job Posting . Selama tahun 2010, lebih dari 5.000 pegawai telah mengikuti Job Posting untuk mengisi berbagai posisi yang dibutuhkan di BNI. Namun demikian, pembenahan kebijakan di bidang Career Management terus dilakukan oleh BNI. Pada tahun 2010, telah diperkenalkan sistem seleksi yang lebih ketat untuk pegawai yang akan diberikan peningkatan karir, antara lain melalui masa penilaian probation. Hal ini dimaksudkan sebagai salah satu seleksi pencarian kandidat yang lebih tepat. Selain itu, BNI juga telah menyusun Dual Career Path Management CPM yaitu kesempatan berkarir di jalur managerial dan jalur profesi. Diharapkan dengan diimplementasikannya Dual-CPM, produktivitas pegawai akan makin meningkat. Unit Penunjang Layanan SDM a. Human Capital Information Management System Dalam rangka meningkatkan pelayanan SDM dan mendukung pengambilan keputusan yang cepat, tepat dan akurat di bidang pengelolaan SDM, maka telah dibangun sistem informasi SDM yang disebut dengan Human Capital Information Management System HCMS yang berbasis oracle system. HCMS secara terus menetus dilakukan penyempurnaan untuk meningkatkan optimalisasi dan kemudahan layanan, dimana untuk tahun 2010 a.l. meliputi HCMS Improve system operation performance, serta HCMS Improve user accessibility, seperti New HCMS Portal, summary report, dataware house management dan employee report improvement .

b. Voice of internal customer

-฀ ฀ HR฀Info BNI telah membentuk Call Center Info SDM yang berfungsi untuk memberikan jawaban solusi atas keluhanpermasalahan pegawai terkait dengan kebijakan SDM, serta menerima masukan- masukan, ide-ide dalam rangka perbaikan sistem dan pengelolaan SDM. Layanan info SDM ini dapat diakses melalui berbagai media, seperti telepon, email , faksimili, sms dan intranet. Untuk kemudahan proses tracking, reporting dan monitoring customer call, telah dikembangkan dan diimplementasikan suatu sistem yang bersifat on- line yang disebut IOS InfoSDM Online System Besides for talent, the career development was also prepared for other employees through Job Posting method. During 2010, more than 5,000 people has joined Job Posting to fulfil various position required in the company. Despite that, improvement in the career management policy has continuously been carried out. In 2010, a stricter selection system has been introduced for employees who will have a career improvement, such as through the implementation of probation period. This was intended to find the right candidate. Moreover, BNI has also designed a Dual Career Path Management system CPM, an opportunity to have career in managerial or profession path. The implementation of Dual-CPM is expected to improve the productivity of employees. Human Resources Services Support Unit a. Human Capital Information Management System In improving services in Human Resources and supporting fast, precise and accurate decision- making in the field of HR management, an oracle- based information system called the Human Capital Information Management System HCMS has been created. HCMS is continuously modified in order to optimize and provide convenience in services which included HCMS Improve system operation performance and HCMS Improve user accessibility, like New HCMS Portal, summary report, dataware house management and employee report improvement.

b. Voice of Internal Customer

-฀฀ ฀ HR฀Info BNI established a Call Centre HR info which serves to provide an answersolution over employee complaintsproblems related to HR policies, as well as accepting suggestions ideas in enhancing the HR system and management. HR Info services are accessible through a variety of media, such as telephone, e-mail, fax, sms, and intranet. To ease both the tracking process and customer call monitoring, a system has been created and implemented called the IOS Info SDM Online System. Financial Review Business Review Corporate Social Responsibility Good Corporate Governance Functional Review Corporate Data BNI฀•฀2010฀Annual฀Report BNI฀•฀Laporan฀Tahunan฀2010 136 BNI฀•฀2010฀Annual฀Report BNI฀•฀Laporan฀Tahunan฀2010 - Culture Value Analysis ฀CVA Pada tahun 2010 dilakukan survei Culture Value Analysis CVA, yaitu suatu survei untuk mengukur budaya organisasi yang berisikan nilai, norma, dan praktek yang berlangsung di BNI. Pertanyaan dan pernyataan dalam CVA tersebut, terintegrasi dari nilai-nilai budaya BNI Prinsip 46, yang disusun melalui Focus Group Discussin FGD untuk menjamin validitas pertanyaan dan pernyataan survei. Partisipan survei CVA, telah mempertimbangkan keterwakilan masing-masing segmen demografi pegawai, seperti jenjang jabatan, arealokasi, unit bisnis, masa kerja dan gender. Dari hasil survei CVA tersebut, BNI menetapkan 5 lima intervensi kunci dalam Human Capital Transformation Roadmap Program, meliputi Leadership Development, Talent Management Initiatives , Communication Transparency, Streamlined Process serta Innovation. -฀ ฀ HR฀Function Survey Untuk meningkatkan efektivitas pengelolaan sumber daya manusia di BNI, pada tahun 2010 telah dilakukan juga survei pegawai yang menilai efektivitas pelaksanaan fungsi pengelolaan SDM. Responden mewakili kelompok Pimpinan Unit dan Non Pimpinan serta pegawai yang menangani fungsi pengelolaan SDM HR People dan Non HR People. Hasil survei tersebut menjadi feedback bagi unit yang menangani pengelolaan SDM baik di tingkat pusat head office maupun di tingkat wilayah, untuk berbenah diri. Hubungan Ketenagakerjaaan Dalam rangka menciptakan hubungan industrial yang harmonis, dinamis dan berkeadilan yang mendukung peningkatan produktivitas kerja dan kesejahteraan pegawai, Manajemen mengadakan kerja sama serta menjalin kemitraan dengan Serikat Pekerja BNI SP BNI. Terkait dengan hal ini, SP BNI tidak hanya menuntut kesejahteraan, tetapi juga turut memikirkan upaya peningkatan kinerja dan produktivitas pegawai. Sebagai wujud dari kemitraan tersebut di atas, beberapa pertemuan juga telah dilakukan yang melibatkan SP BNI baik secara rutin maupun insidental guna membahas kebijakan di bidang kepegawaian dan masalah-masalah terkait hubungan industrial. Salah satu bentuk kemitraan yang telah dilaksanakan adalah pertemuan LKS Bipartit dan Pembuatan Perjanjian Kerja Bersama PKB yang telah berjalan dengan baik. -฀฀ ฀ Culture฀Value฀Analysis฀CVA In 2010, a CVA survey with aims to measure the organizational culture that contains values, norms, and practices in BNI was conducted. Questions and statements in the CVA, are integrated in BNI’s cultural values Principle 46, assembled through the Focus Group Discussion FGD to ensure the validity of both survey questions and statements. CVA survey participants considered the employee demographics, such as hierarchy, arealocation, business unit, years of service and gender. As a result of the CVA survey, BNI declared 5 key interventions in the Human Capital Transformation Roadmap Program, including Leadership Development, Talent Management Initiatives, Communication Transparency, Streamlined Process and Innovation. -฀ ฀ HR฀Function฀Survey To improve effectiveness in managing human resources, an employee survey has also been conducted in 2010 to evaluate the effectiveness in HR function. Participants in the survey consisted of those represented Unit leader and non leaders as well as HR People and Non HR people. The result of the survey has become a feedback for units dealing with HR management both in head office as well as regional office to perform improvement in the future. Labor Relations With the purpose of creating harmonious, dynamic, and equitable industrial relations that supports increased productivity and welfare of employees, Management entered into co-operation and partnership with the BNI Trade Union SP BNI. Related to this, SP BNI not only requires prosperity, but also thoughts on efforts in boosting performance level and employee productivity. As a form of the partnership mentioned above, several meetings were also carried out involving SP BNI, either routinely or accidentally to discuss policies on employment and issues related with industrial relations. One form of partnership that is put into action are LKS Bipartite meetings and the making of a Collective Labour Agreement CLA which are going well. Sumber Daya Manusia Human Resources BNI฀•฀2010฀Annual฀Report BNI฀•฀Laporan฀Tahunan฀2010 BNI฀•฀2010฀Annual฀Report BNI฀•฀Laporan฀Tahunan฀2010 137 Komposisi฀Pegawai฀ Employee Composition Keterangan 2010 2009 Description Berdasarkan Jabatan By Grade Vice President 127 135 Vice President Assistant Vice President 656 697 Assistant Vice President Manager 1,904 1,908 Manager Assistant Manager 6,126 6,428 Assistant Manager Assistant 9,319 8,187 Assistant Pegawai Dasar 1,183 1,120 Non-Clerical Jumlah 19,315 18,475 Total Berdasarkan Usia By Age 25 2,249 1,411 25 25 - 29 2,704 2,270 25 - 29 30 - 34 5,762 5,849 30 - 34 35 - 39 3,144 3,537 35 - 39 40 - 44 3,389 2,834 40 - 44 45 - 49 1,052 1,273 45 - 49 50 - 54 989 1,282 50 - 54 55 - 60 26 19 55 - 60 Jumlah 19,315 18,475 Total Berdasarkan Jenjang Pendidikan By Educational Level SMA 1,077 1,135 High School Akademi 2,463 2,220 Diploma S1 13,581 12,864 Bachelor Degree S2 2,190 2,252 Master Degree S3 4 4 Doctoral Degree Jumlah 19,315 18,475 Total

0.66 3.40

9.86 31.72

48.25 6.12

5.58 12.75

70.31 11.34