Improving The Business Letter Format of Barelatama Tekindo.
ABSTRACT
“Memperbaiki Format Surat di Barelatama Tekindo” merupakan topik
yang saya pilih dalam tugas akhir ini. Topik ini dipilih berdasarkan
pengalaman saya dalam program magang yang berlangsung selama 30
hari di bagian administrasi Barelatama Tekindo. Tugas akhir ini akan
membahas permasalahan Barelatama yang tidak memiliki format surat
bisnis yang layak. Saya akan menguraikan masalah yang dihadapi
Barelatama, akibat dari masalah tersebut, hingga solusi yang dapat
digunakan oleh Barelatama untuk mengatasi masalah surat-menyurat.
Seperti yang telah disebutkan dalam sebelumnya, Barelatama tidak
memiliki format surat bisnis yang layak. Barelatama tidak memiliki format
surat bisnis yang layak karena dua (2) buah alasan. Pertama, format surat
bisnis yang digunakan saat ini merupakan hasil jiplakan dari surat-surat
yang mereka terima. Kedua, staf administrasi Barelatama yang tidak
memiliki keahlian dalam menyusun surat-surat bisnis, khususnya dalam
bahasa Inggris. Akibatnya, Barelatama mengalami kesulitan dalam
melakukan bisnis dengan klien-klien mancanegara. Untuk mengatasi
masalah ini maka saya mengajukan tiga (3) solusi: memberi tugas kepada
staf administrasi untuk melakukan penelitian mengenai format surat bisnis
yang layak, merekrut seorang staf administrasi baru yang memiliki
kemampuan dalam menyusun surat bisnis, atau membeli program
penulisan surat.
Setelah mempertimbangkan sisi positif maupun negatif dari solusisolusi diatas, saya mengajukan sebuah solusi yang dapat dijadikan
masukan bagi Barelatama untuk memperbaiki format surat bisnis mereka.
Solusi yang saya ajukan ialah perekrutan seorang staf administrasi baru
yang memiliki kemampuan berbahasa Inggris dan menyusun surat bisnis
dalam bahasa Inggris yang layak. Dengan perekrutan staf baru ini maka
urusan surat-menyurat Barelatama dapat ditangani dengan baik dan akan
membantu kelancaran Barelatama dalam melakukan bisnis dengan
perusahaan-perusahaan asing.
Maranatha Christian University
TABLE OF CONTENTS
Abstract …………………………………………………………………
i
Declaration of Originality ………………………………………………
ii
Acknowledgements ……………………………………………………
iii
Table of Contents ………………………………………………………
iv
Chapter I:
1
INTRODUCTION ……………………………………….
A.
B.
C.
D.
E.
F.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Limitations and Method of the Study
Organization of the Term Paper
Chapter II:
PROBLEM ANALYSIS ………………………………….
Chapter III:
POTENTIAL SOLUTIONS …………………………….. 11
Chapter IV: CONCLUSION …………………………………………..
7
14
Bibliography …………………………………………………………….. 16
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Communication is one of the most important things in the world of
modern business. Along with the development of modern business, the
methods of modern communication also vary. Communicating through
email, fax, cellular phone, telephone are some of the examples of modern
communication methods that are used these days.
Despite the modern communication methods available today, many
companies still use business letters to communicate with their business
relations. Letters are one of the means of communication to send out
written statement or information from one party to another (Bratawidjaja 5).
Taylor also says that business letters are an ambassador for a company
(51), that is why there are many considerations in composing business
letters. According to Mintorogo (158), there are some considerations that a
company should be aware of when they compose a business letter. These
considerations will be given later in chapter II, Problem Analysis.
Barelatama, a company that specializes in technical service,
maintenance, and repairment, is also one of the companies that use
1
Maranatha Christian University
business letters to communicate with their business relations. In late 2006,
Barelatama began to establish contact with foreign clients from Singapore,
and Switzerland. There are two reasons why I do my apprenticeship
program at Barelatama. The first is because Barelatama still uses
business letters to communicate with their foreign clients. The second
reason is because one of Barelatama specialities, that is technical service,
is also the field that I have been dealing with for the last 5 years.
During my apprenticeship programme at Barelatama, I was assigned
as one of the staffs at the administration department. The administration
department is in charge of composing and documenting Barelatama
business letters. I was responsible for handling some of Barelatama
business letters such as business proposal of services. After doing an
interview with one of the administration staff, I found out that since the first
time the administration department has started composing letters for
foreign clients, the staff still faces many problems that still have not been
solved until now. I found out that the format of their business letters were
taken from various business letters that the company received in past
times. The staff then uses it as Barelatama business letter format without
considering how a business letter should be.
Barelatama problem with business letters is also closely related with
Barelatama administration department. Barelatama problem happens as
the result of the administration staff not having proper knowledge in
composing business letters. Shurter says that there are three qualifications
one must have in writing business letters (159). The qualifications are:
2
Maranatha Christian University
1. Being aware with the situation of the company
2. Mastering written language
3. Having proper knowledge about composing letters
The administration staff at Barelatama has been working there ever since
the company establishment. However, in composing business letters in
English the staff does not have proper knowledge of English and also of
composing business letters. As a result, Barelatama business letters do
not use any reference number, the staff purely adopts other formats into its
own format, and it does not apply the formal and proper language too.
Business letters with a fixed format is very important to establish and
maintain relationship, especially with Barelatama foreign clients. Incorrect
use of business letters can result in the company adopting an
inappropriate tone, causing offense or misunderstandings, lack of clarity or
purpose and hostility or soured relations (Trawick 5).
B. Identification of the Problem
There are some points that I am going to analyze in this term paper.
These points are:
1. What kind of business letter format that is currently used in
Barelatama?
2. Why does Barelatama have problems with its business letter
format?
3. What suggestions that can be used to improve Barelatama
business letter format?
3
Maranatha Christian University
C. Objectives and Benefits of the Study
This term paper is written to provide a helpful suggestion for
Barelatama in improving communication with their foreign clients through
business letter. The suggestion that will be made at the end of this term
paper is meant for Barelatama so that it can have a standardized business
letter format that can be used to establish and maintain relationship with
both new and existing foreign clients.
This term paper also provides me with an opportunity to practice my
English skill one step further and to help me analyze a problem and find
the best possible solution. Furthermore, it is expected that this term paper
will give me suitable knowledge, and as a stepping stone to continue my
education to the next degree, the English for Business Professionals
Programme.
Last but not least, it is also expected that this term paper will be useful
for other students who will do their apprenticeship programme, and will
give the readers some information about the real working environment.
D. Description of the Institution
Barelatama Tekindo was established on November 1999 by Mr. Barlian
Oemar who was also supported by his own brother, Emiel Oemar. The two
of them agreed to set up Barelatama office and workshop at Jl. Cidamar 3,
Bandung. Barelatama offers three kinds of services: technical service,
maintenance, and repairment. At that time, it was also decided that Mr.
4
Maranatha Christian University
Barlian Oemar will act as the owner and Mr. Emiel Oemar as the
operational manager. Barelatama is also supported by four other people
who have been Mr. Barlian’s partners for many years.
In late 2006, Barelatama widened the company target market by
establishing contacts with foreign clients. At first, Barelatama tried to
establish contacts with the foreign clients through their known associates.
A number of foreign clients then decided to make use of Barelatama
services. However, Barelatama wanted to obtain more of foreign clients,
therefore in mid 2007, Barelatama decided to make more efforts in
contacting foreign clients by composing letters, proposals, and so on.
Since then, Barelatama has performed many services for foreign clients
from England, Switzerland, and many other countries. Until now,
Barelatama clients are dominated by foreigners. High quality services with
competitive price are two important factors that made Barelatama one of
the best companies in Bandung.
E. Limitations and Method of the Study
The problem stated in this term paper is taken from a real working
situation at Barelatama. The observation had been made since my first
day of apprenticeship until the end of my programme there. Out of so
many valuable experiences, I decided to choose two points for my
analysis. The first one is the current business letter format that is being
used at Barelatama and the impacts that are received by Barelatama as a
result of the incorrect business letter format. The second point is the
5
Maranatha Christian University
improvements in Barelatama business letter format and in the
administration department. These improvements will be made so that
Barelatama can have proper business letter format.
The first point will be analyzed using theories about communication,
especially communication through letters. The second point will be
analyzed using theories about the roles and qualifications of an
administration department staff in a company from the library research.
The theories are taken from various sources; textbooks, and internet
sources.
F. Organization of the Term Paper
Chapter I, the Introduction provides information about the problem.
Chapter II, Problem Analysis, discusses things that cause the problem and
the effects as results from the problem. Chapter III, the Potential Solutions,
provides comparison and contrast of the three potential solutions that
might solve the problem. Chapter IV, the Conclusion, provides us with one
chosen potential solution to overcome the problem. This solution is
proposed based on the analysis of the previous chapters. The final part of
this term paper is the bibliography that contains all of the printed sources
that I use as a reference in writing my term paper.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
Barelatama does not have a proper BLF and the administration staff
does not have the ability to compose proper BLF. Based on the analysis
on Barelatama BLF and the administration staff who is in charge of
handling the letters, Barelatama surely needs to improve its BLF. An
improvement in Barelatama BLF will benefit Barelatama in dealing with
foreign companies. After analyzing the positive and negative effects of the
possible solutions, the solution to improve the BLF at Barelatama is by
recruiting a new staff for the administration department with proper
knowledge. The new staff will be in charge of handling business letters in
English on the administration department.
There are two things that Barelatama should consider if they choose
this solution. First, it will take some time to look for the new administration
staff. Second, Barelatama will have to pay the staff’s salary regularly. It
means that Barelatama should add the new staff’s salary on its monthly
expenses. However, the amount of time and money that Barelatama
invested in hiring the new administration staff will give the company many
benefits. One of the benefits is the new staff will be able to provide
Maranatha Christian University
14
Barelatama with a fixed BLF that can be used in all Barelatama letters.
The new staff can identify the mistakes in Barelatama BLF and change it
into proper BLF. The new staff will be able to provide Barelatama with the
necessary letters in dealing with foreign companies such as:
acknowledgement and acceptance of orders, contract proposal for
services, purchase order, and so on. With the new staff knowledge in
composing business letters in English, he or she can compose letters
according to the needs of the company. This will benefit the company in
dealing with foreign clients for this moment and for the future because
Barelatama can provide these letters when other foreign companies ask.
Third, Barelatama should also consider their foreign clients. It is obvious
that with the current BLF, Barelatama has to deal with many problems in
dealing with its foreign clients. If Barelatama wants to have better
relationship with its current and new foreign clients, one of the most
important things that Barelatama should improve is its BLF. Finally, with
the new staff ability to compose BLF properly and to provide Barelatama
with necessary business letters will surely affect the image of the
company. These improvements in Barelatama BLF will benefit the
company in dealing with foreign clients.
Maranatha Christian University
15
BIBLIOGRAPHY
Printed Sources
Bratawidjaja, Thomas. Surat Bisnis Modern. Jakarta: 1st ed. Erlangga.
1993.
Mintogoro. Dasar-dasar Pengetahuan tentang Manajemen Perkantoran.
Jakarta: Binaaksara. 1998.
Shurter, Robert L. Written Communication in Business. 3rd ed. Singapore:
Pearson-Prentice Hall. 2003.
Taylor, Shirley. Communication for Business. 3rd ed. England: Pearson
Education Ltd. 1999.
Electronic Sources
Cyssco. Business Letter Ettiquette. www.buzzle.com. 2008.
Cresci. Business Letter Format. www.WriteExpress.com. WriteExpress
Corporation. 2008.
Trawick. Writing the Basic Business Letters. Owl.english.purdue.edu. The
Writing Lab & the OWL at Purdue and Purdue University. 2007.
16
Maranatha Christian University
“Memperbaiki Format Surat di Barelatama Tekindo” merupakan topik
yang saya pilih dalam tugas akhir ini. Topik ini dipilih berdasarkan
pengalaman saya dalam program magang yang berlangsung selama 30
hari di bagian administrasi Barelatama Tekindo. Tugas akhir ini akan
membahas permasalahan Barelatama yang tidak memiliki format surat
bisnis yang layak. Saya akan menguraikan masalah yang dihadapi
Barelatama, akibat dari masalah tersebut, hingga solusi yang dapat
digunakan oleh Barelatama untuk mengatasi masalah surat-menyurat.
Seperti yang telah disebutkan dalam sebelumnya, Barelatama tidak
memiliki format surat bisnis yang layak. Barelatama tidak memiliki format
surat bisnis yang layak karena dua (2) buah alasan. Pertama, format surat
bisnis yang digunakan saat ini merupakan hasil jiplakan dari surat-surat
yang mereka terima. Kedua, staf administrasi Barelatama yang tidak
memiliki keahlian dalam menyusun surat-surat bisnis, khususnya dalam
bahasa Inggris. Akibatnya, Barelatama mengalami kesulitan dalam
melakukan bisnis dengan klien-klien mancanegara. Untuk mengatasi
masalah ini maka saya mengajukan tiga (3) solusi: memberi tugas kepada
staf administrasi untuk melakukan penelitian mengenai format surat bisnis
yang layak, merekrut seorang staf administrasi baru yang memiliki
kemampuan dalam menyusun surat bisnis, atau membeli program
penulisan surat.
Setelah mempertimbangkan sisi positif maupun negatif dari solusisolusi diatas, saya mengajukan sebuah solusi yang dapat dijadikan
masukan bagi Barelatama untuk memperbaiki format surat bisnis mereka.
Solusi yang saya ajukan ialah perekrutan seorang staf administrasi baru
yang memiliki kemampuan berbahasa Inggris dan menyusun surat bisnis
dalam bahasa Inggris yang layak. Dengan perekrutan staf baru ini maka
urusan surat-menyurat Barelatama dapat ditangani dengan baik dan akan
membantu kelancaran Barelatama dalam melakukan bisnis dengan
perusahaan-perusahaan asing.
Maranatha Christian University
TABLE OF CONTENTS
Abstract …………………………………………………………………
i
Declaration of Originality ………………………………………………
ii
Acknowledgements ……………………………………………………
iii
Table of Contents ………………………………………………………
iv
Chapter I:
1
INTRODUCTION ……………………………………….
A.
B.
C.
D.
E.
F.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Limitations and Method of the Study
Organization of the Term Paper
Chapter II:
PROBLEM ANALYSIS ………………………………….
Chapter III:
POTENTIAL SOLUTIONS …………………………….. 11
Chapter IV: CONCLUSION …………………………………………..
7
14
Bibliography …………………………………………………………….. 16
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Communication is one of the most important things in the world of
modern business. Along with the development of modern business, the
methods of modern communication also vary. Communicating through
email, fax, cellular phone, telephone are some of the examples of modern
communication methods that are used these days.
Despite the modern communication methods available today, many
companies still use business letters to communicate with their business
relations. Letters are one of the means of communication to send out
written statement or information from one party to another (Bratawidjaja 5).
Taylor also says that business letters are an ambassador for a company
(51), that is why there are many considerations in composing business
letters. According to Mintorogo (158), there are some considerations that a
company should be aware of when they compose a business letter. These
considerations will be given later in chapter II, Problem Analysis.
Barelatama, a company that specializes in technical service,
maintenance, and repairment, is also one of the companies that use
1
Maranatha Christian University
business letters to communicate with their business relations. In late 2006,
Barelatama began to establish contact with foreign clients from Singapore,
and Switzerland. There are two reasons why I do my apprenticeship
program at Barelatama. The first is because Barelatama still uses
business letters to communicate with their foreign clients. The second
reason is because one of Barelatama specialities, that is technical service,
is also the field that I have been dealing with for the last 5 years.
During my apprenticeship programme at Barelatama, I was assigned
as one of the staffs at the administration department. The administration
department is in charge of composing and documenting Barelatama
business letters. I was responsible for handling some of Barelatama
business letters such as business proposal of services. After doing an
interview with one of the administration staff, I found out that since the first
time the administration department has started composing letters for
foreign clients, the staff still faces many problems that still have not been
solved until now. I found out that the format of their business letters were
taken from various business letters that the company received in past
times. The staff then uses it as Barelatama business letter format without
considering how a business letter should be.
Barelatama problem with business letters is also closely related with
Barelatama administration department. Barelatama problem happens as
the result of the administration staff not having proper knowledge in
composing business letters. Shurter says that there are three qualifications
one must have in writing business letters (159). The qualifications are:
2
Maranatha Christian University
1. Being aware with the situation of the company
2. Mastering written language
3. Having proper knowledge about composing letters
The administration staff at Barelatama has been working there ever since
the company establishment. However, in composing business letters in
English the staff does not have proper knowledge of English and also of
composing business letters. As a result, Barelatama business letters do
not use any reference number, the staff purely adopts other formats into its
own format, and it does not apply the formal and proper language too.
Business letters with a fixed format is very important to establish and
maintain relationship, especially with Barelatama foreign clients. Incorrect
use of business letters can result in the company adopting an
inappropriate tone, causing offense or misunderstandings, lack of clarity or
purpose and hostility or soured relations (Trawick 5).
B. Identification of the Problem
There are some points that I am going to analyze in this term paper.
These points are:
1. What kind of business letter format that is currently used in
Barelatama?
2. Why does Barelatama have problems with its business letter
format?
3. What suggestions that can be used to improve Barelatama
business letter format?
3
Maranatha Christian University
C. Objectives and Benefits of the Study
This term paper is written to provide a helpful suggestion for
Barelatama in improving communication with their foreign clients through
business letter. The suggestion that will be made at the end of this term
paper is meant for Barelatama so that it can have a standardized business
letter format that can be used to establish and maintain relationship with
both new and existing foreign clients.
This term paper also provides me with an opportunity to practice my
English skill one step further and to help me analyze a problem and find
the best possible solution. Furthermore, it is expected that this term paper
will give me suitable knowledge, and as a stepping stone to continue my
education to the next degree, the English for Business Professionals
Programme.
Last but not least, it is also expected that this term paper will be useful
for other students who will do their apprenticeship programme, and will
give the readers some information about the real working environment.
D. Description of the Institution
Barelatama Tekindo was established on November 1999 by Mr. Barlian
Oemar who was also supported by his own brother, Emiel Oemar. The two
of them agreed to set up Barelatama office and workshop at Jl. Cidamar 3,
Bandung. Barelatama offers three kinds of services: technical service,
maintenance, and repairment. At that time, it was also decided that Mr.
4
Maranatha Christian University
Barlian Oemar will act as the owner and Mr. Emiel Oemar as the
operational manager. Barelatama is also supported by four other people
who have been Mr. Barlian’s partners for many years.
In late 2006, Barelatama widened the company target market by
establishing contacts with foreign clients. At first, Barelatama tried to
establish contacts with the foreign clients through their known associates.
A number of foreign clients then decided to make use of Barelatama
services. However, Barelatama wanted to obtain more of foreign clients,
therefore in mid 2007, Barelatama decided to make more efforts in
contacting foreign clients by composing letters, proposals, and so on.
Since then, Barelatama has performed many services for foreign clients
from England, Switzerland, and many other countries. Until now,
Barelatama clients are dominated by foreigners. High quality services with
competitive price are two important factors that made Barelatama one of
the best companies in Bandung.
E. Limitations and Method of the Study
The problem stated in this term paper is taken from a real working
situation at Barelatama. The observation had been made since my first
day of apprenticeship until the end of my programme there. Out of so
many valuable experiences, I decided to choose two points for my
analysis. The first one is the current business letter format that is being
used at Barelatama and the impacts that are received by Barelatama as a
result of the incorrect business letter format. The second point is the
5
Maranatha Christian University
improvements in Barelatama business letter format and in the
administration department. These improvements will be made so that
Barelatama can have proper business letter format.
The first point will be analyzed using theories about communication,
especially communication through letters. The second point will be
analyzed using theories about the roles and qualifications of an
administration department staff in a company from the library research.
The theories are taken from various sources; textbooks, and internet
sources.
F. Organization of the Term Paper
Chapter I, the Introduction provides information about the problem.
Chapter II, Problem Analysis, discusses things that cause the problem and
the effects as results from the problem. Chapter III, the Potential Solutions,
provides comparison and contrast of the three potential solutions that
might solve the problem. Chapter IV, the Conclusion, provides us with one
chosen potential solution to overcome the problem. This solution is
proposed based on the analysis of the previous chapters. The final part of
this term paper is the bibliography that contains all of the printed sources
that I use as a reference in writing my term paper.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
Barelatama does not have a proper BLF and the administration staff
does not have the ability to compose proper BLF. Based on the analysis
on Barelatama BLF and the administration staff who is in charge of
handling the letters, Barelatama surely needs to improve its BLF. An
improvement in Barelatama BLF will benefit Barelatama in dealing with
foreign companies. After analyzing the positive and negative effects of the
possible solutions, the solution to improve the BLF at Barelatama is by
recruiting a new staff for the administration department with proper
knowledge. The new staff will be in charge of handling business letters in
English on the administration department.
There are two things that Barelatama should consider if they choose
this solution. First, it will take some time to look for the new administration
staff. Second, Barelatama will have to pay the staff’s salary regularly. It
means that Barelatama should add the new staff’s salary on its monthly
expenses. However, the amount of time and money that Barelatama
invested in hiring the new administration staff will give the company many
benefits. One of the benefits is the new staff will be able to provide
Maranatha Christian University
14
Barelatama with a fixed BLF that can be used in all Barelatama letters.
The new staff can identify the mistakes in Barelatama BLF and change it
into proper BLF. The new staff will be able to provide Barelatama with the
necessary letters in dealing with foreign companies such as:
acknowledgement and acceptance of orders, contract proposal for
services, purchase order, and so on. With the new staff knowledge in
composing business letters in English, he or she can compose letters
according to the needs of the company. This will benefit the company in
dealing with foreign clients for this moment and for the future because
Barelatama can provide these letters when other foreign companies ask.
Third, Barelatama should also consider their foreign clients. It is obvious
that with the current BLF, Barelatama has to deal with many problems in
dealing with its foreign clients. If Barelatama wants to have better
relationship with its current and new foreign clients, one of the most
important things that Barelatama should improve is its BLF. Finally, with
the new staff ability to compose BLF properly and to provide Barelatama
with necessary business letters will surely affect the image of the
company. These improvements in Barelatama BLF will benefit the
company in dealing with foreign clients.
Maranatha Christian University
15
BIBLIOGRAPHY
Printed Sources
Bratawidjaja, Thomas. Surat Bisnis Modern. Jakarta: 1st ed. Erlangga.
1993.
Mintogoro. Dasar-dasar Pengetahuan tentang Manajemen Perkantoran.
Jakarta: Binaaksara. 1998.
Shurter, Robert L. Written Communication in Business. 3rd ed. Singapore:
Pearson-Prentice Hall. 2003.
Taylor, Shirley. Communication for Business. 3rd ed. England: Pearson
Education Ltd. 1999.
Electronic Sources
Cyssco. Business Letter Ettiquette. www.buzzle.com. 2008.
Cresci. Business Letter Format. www.WriteExpress.com. WriteExpress
Corporation. 2008.
Trawick. Writing the Basic Business Letters. Owl.english.purdue.edu. The
Writing Lab & the OWL at Purdue and Purdue University. 2007.
16
Maranatha Christian University