customer focus Laporan Tahunan 2015 Pelindo IV

Analisa Pembahasan Manajemen Management Discussion Analysis PT Pelabuhan Indonesia IV Persero Laporan Tahunan 2015 Annual Report 30 ƒ Kerjasama Pengoperasian Alat Bongkar Muat Petikemas di Makassar, Bitung, Tarakan dan Pantoloan, telah dilakukan peninjauan lapangan oleh tim tehnik dan operasional tentang pemeliharaan ABMPK Pelabuhan Cabang Tarakan dan Pantoloan; ƒ Kerjasama Pemanfaatan Lahan diseluruh cabang, antara lain pemanfaatan lahan milik Lantamal X di Cabang Jayapura telah terealisasi melalui sistem pembayaran escrow dengan 3 tiga perusahaan pelayaran. e. Menerapkan optimalisasi pembinaan dan relationship dengan pelanggan. ƒ Database Pelanggan dan database Kerjasama, masih dalam proses kolektif di seluruh Cabang; ƒ Customer Care OficerCCO untuk Penanganan Complaint Pelanggan, telah dibuat SPT Tim CCO dan telah dilaksanakan temu bisnis pada tanggal 27 Maret 2014 di Surabaya; ƒ Survei Kepuasan Pelanggan dan Vendor tahun 2015 telah dilaksanakan oleh Subdit Pemasaran dan hasilnya telah diekspos oleh konsultan PT Prospero kepada Direksi; ƒ Bussiness Gathering, ExpoExhibition, Roadshow, telah dilaksanakan press conference pada tanggal 12 Maret 2014 dan launching car terminal, logo dan penyerahan bantuan terkait Corporate Social Responsibility CSR diseluruh Cabang.

2. excellent operation

a. Perbaikan dan pengembangan Proses Bisnis ƒ Evaluasi dan Penyempurnaan Sispro, Kinerja Pelayanan dan Pelaksanaan Kerjasama, telah dilakukan revisi sistem dan prosedur pelayanan jasa kepelabuhanan di Terminal Petikemas Bitung; ƒ Monitoring dan evaluasi kinerja bongkar muat, pelayanan tambatan, pemakaian alat dan pangsa pasar di Cabang Bitung, TPB, Manado, Pantoloan, Jayapura dan Ternate; ƒ Standarisasi Pemakaian Bahan Bakar dalam proses pelaksanaan; ƒ Penyusunan dan Konseling Risk Management; ƒ Perencanaan dan Monitoring Pemeliharaan serta Investasi. ƒ Cooperation of the Operation of stevedoring equipment in Makassar, Bitung, tarakan and Pantoloan; a ieldwork has be conducted by engineering and operational team regarding maintenance of ABMpK harbour tarakan and pantoloan Branch; ƒ Cooperation of land utilization in all branches, for instance the use of land owned by Lantamal X in jayapura branch, which has been executed by escrow inancing system with 3 three shipping companies. e. Applying the optimization of coaching and relationship with customers. ƒ Customers database and cooperation database, still in the collecting process in all branches; ƒ Customer Care Oficer CCO for Customer Complaint handling, has been created by spt CCO team and the business meeting has been conducted on 27 March 2014 in surabaya ƒ Customer and Vendor satisfaction survey 2015 has been conducted by the sub-Directorate of Marketing and the results have been exposed by pt prospero Consulting Firm to the Board of Directors; ƒ Business gathering, expoexhibition, Roadshow; the press conference has been held on 12 March 2014 and Car terminal launching, logos, and delivery of assistance regarding Corporate social Responsibility CsR in all branches. 2. Excellent Operation a. improvement and development of business process ƒ evaluation and improvement of sOp, service performance and partnership implementation; a revision of sOp of seaport service in Bitung Container terminal has been made as well. ƒ Monitoring and evaluation of the performance for stevedoring, mooring services, use of tools and market share in Bitung Branch, tpB, Manado, pantoloan, jayapura, and ternate ƒ standardization of Fuel utilization still in the implementation process ƒ preparation and Counseling of Risk Management ƒ planning and Monitoring of Maintenance and investment Referensi Peraturan Bapepam-LK No. X.K.6 Bapepam-LK no. X.K.6 Cross Reference PT Pelabuhan Indonesia IV Persero Laporan Tahunan 2015 Annual Report 31 b. Pengembangan Informasi, Teknologi, dan Komunikasi ƒ Evaluasi Rencana PengembanganMaster Plan IT 2013-2017 dalam proses penyusunan RKS; ƒ Migrasi aplikasi SIM Terpadu dalam proses pelaksanaan; ƒ Kebijakan dan SOP-ICT dalam proses penyusunan draft penetapan; ƒ Penyediaan aplikasi untuk akses pelanggan berupa on-line payment banking, telah diimplementasikan di TPM, Cabang Makassar, dan PT KKT dan dalam proses implementasi di TPB. Untuk on line pelanggan aplikasi telah dikembangkan secara swakelola, saat ini sedang dalam proses UAT dengan Cabang Makassar; ƒ Pengembangan Data Center, E-Ofice, dan E-Proc sedang dalam proses pelaksanaan pekerjaan dan implementasi. c. Pemenuhan Sertiikasi dan Dokumen Lingkungan dalam proses penyusunan dokumen dan menunggu koordinasi dengan KSOP sehingga rencana akhir tahun telah terealisasi untuk seluruh cabang, antara lain: ƒ Sertiikasi ISPS Code termasuk kewajiban drill, training, exercise; ƒ Pemenuhan Sertiikasi ISO 9001 dan ISO 14000 serta Audit Surveillance ISO 9001; ƒ Sertiikasi alat apung dan alat bongkar muat; ƒ Penyusunan Dokumen Lingkungan UKLUPL, AMDAL termasuk evaluasi pemantauan RKL RPL di Cabang; ƒ Dokumentasi dan Sertiikasi Sistem Manajemen Lingkungan. d. Manajemen K3 ƒ Monitoring dan Simulasi Penerapan K3 di Pelabuhan dalam proses implementasi sistem; ƒ Dokumentasi dan Sertiikasi Sistem Manajemen K3OHSAS 18001 dalam proses implementasi sistem.

3. organization fit

a. Evaluasi Organisasi dan Perangkat Peraturan Direksi ƒ Penyempurnaan nomenklatur cabang dalam proses dan struktur organisasi untuk kantor pusat telah dilaksanakan sesuai PD 20 Tahun 2013; b. Development of information and Communication technology ƒ evaluation of it Development planMaster plan 2013-2017 is still in the process of preparing RKs; ƒ integrated siM application migration in the implementation process; ƒ iCt policies and sOp in the drafting process; ƒ provision of an application for customer access in the form of on-line banking payment, has been implemented in tpM, Makassar branch, and pt KKB, and still on the implementation process in tpB. Online customer applications have been developed self-managed and it is currently in the process of uAt with Makassar branch; ƒ Development of Data Center, E-Ofice, and e-proc are still in the process of execution and implementation. c. Compliance of Certiication and Environmental Documents was in the process of preparation and waited for coordination with KsOp, therefore the end year plan has been implemented in all branches, including: ƒ ISPS Code certiication including obligation to drill, training, exercise; ƒ Fullilment of ISO 9001 and ISO 14000 and ISO 9001 surveillance Audit; ƒ Certiication of floating equipment and loading- unloading equipment; ƒ preparation of environmental Document uKL upL, environmental impact AssessmenteiA including monitoring evaluation RKL RpL at the Branch; ƒ Documentation and environmental Management System Certiication. d. Occupation health and safety Ohs Management ƒ Monitoring and simulation of Ohs Application at the port in the process of implementation; ƒ Documentation and Certiication of OHS managementOhsAs 18001 in the process of implementation. 3. Organization Fit a. evaluation of Organization and Regulations of Board of Directors ƒ Completion of the nomenclature of branches was still in the process and organizational structure for the central ofice has been conducted in accordance with the pD 20 2013;