PTBC will continue strengthening the fundamentals of its businesses ...

More documents

Recommendations

Info

Annual Report 2009 PT. Bank CommonwealthKUALITAS PELAYANANSERVICE QUALITYPTBC yakin akankekuatan yangterletak padasetiap bagian matarantai yang sangatmemahami dansecara konsistenmenerapkansemangatpelayanan terbaik.Menghadapi tahun 2010 yang penuh tantanganPTBC tetap berkeyakinan penuh dalam menjalankanvisinya menjadi penyedia layanan keuanganterbaik di Indonesia melalui CustomerService Excellence. Seluruh pimpinan dan stafPTBC percaya bahwa komitmen dan kerjasamayang baik antar unit-unit terkait akan mampumenjaga kualitas layanan prima.Setiap jajaran staf dalam setiap departemenmenyadari peran penting masing-masing sebagaibagian dari mata rantai layanan yang harussemakin kuat sehingga setiap staf terus berupayameningkatkan kinerja masing-masing. PTBCyakin akan kekuatan yang terletak pada setiapbagian mata rantai yang sangat memahamidan secara konsisten menerapkan semangatpelayanan terbaik.Berbagai upaya pengembangan Sumber DayaManusia yang berkesinambungan dilakukandengan baik dalam bentuk pelatihan, seminarmaupun penyelenggaraan forum diskusi untukdepartemen pendukung (internal customerservice) maupun para front-liner di cabang(external customer service). Di samping itu, PTBCmelakuan evaluasi kinerja sepanjang tahun melaluipengukuran rutin atas kualitas layanan di seluruhcabang PTBC.Manajemen PTBC berbesar hati dengan pencapaianhasil yang terus meningkat dari tahun ketahun. Berdasarkan hasil Mystery Shopper, yaitusuatu survey customer service yang dilakukanoleh sebuah perusahaan riset independen diIndonesia bernama Synovate, PTBC merupakanbank asing terbaik di Indonesia selama 5 tahunberturut-turut sejak tahun 2005. Pada tahun 2009PTBC kembali menunjukkan peningkatan hasil,yaitu memperoleh skor 90,70%. Peningkatansignifikan dalam kinerja kualitas pelayanantersebut dapat dilihat pada grafik di bawah ini.Guna memastikan terus berlangsungnya perbaikanpelayanan nasabah di semua aspek, PTBCtelah mengimplementasikan beberapa programuntuk mengukur dan meningkatkan pelayanankepada nasabah. Program-program tersebutantara lain:In facing challenging 2010, PTBC is confidentin working toward its vision as the best financialservice provider through Customer ServiceExcellence. All the leaders and staff of the Bankbelieve that with commitment and cooperationbetween units, the Bank will be able to maintainits high-quality level of service.Our staff at every level in all departments realizedtheir significant role as a crucial part ofPTBC’s service chain that has to be improved,hence every staff worked on bettering the qualityof their work. PTBC believes in the powerin each service chain-link that comprehendsand consistently implies the spirit of serviceexcellence.Various efforts in human resource developmenthas been performed well in the form of trainings,seminars and discussion forums for supportingdepartments (internal customer service)as well as the front-liners at the branches (externalcustomer service). Besides, PTBC hasconducted routine work evaluation throughoutthe year to review the quality of the service at allPTBC branches.PTBC management is pleased with the improvingperformance from year to year. Based on MysteryShopper, a customer service survery done by anindependent reseach company in IndonesiaSynovate, PTBC was the best foreign bank inIndonesia for five consecutive years since 2005.In 2009, PTBC again showed higher result at thescore of 90.7%. The significant increase in servicequality performance is shown in the graphicbelow.To ensure the continuity of the customer serviceimprovement at all aspects, PTBC has implementedvarious programs to measure and to improvethe service to our customers. The programsincluded:34
Annual Report 2009 PT. Bank Commonwealth90.7090.1189.4184.6781.7620052006200720082009• Survei untuk Customer Satisfaction & Loyalty Measurement(CSLM)• Program Mystery Shopper• Pengembangan standar Ketrampilan Layanan Baruuntuk staf front-liner,• Pengembangan program layanan prima yang ditujukanuntuk seluruh karyawan• Pengembangan efektivitas kepemimpinan yang diikutioleh Branch Service Manager melalui program ServiceQuality Management Assesment dan PerformanceCoaching• National Teller & CS Forum dengan tema “Serve withthe Heart” untuk menyamakan pemahaman mengenailayanan, nasabah dan pengalaman kualitas layananbagi Nasabah.Customer Care Unit yang siap melayani pertanyaan, permintaandan keluhan nasabah melalui e-channel service,internet banking and seluruh staf front-liner yang bertugasdi cabang maupun call centre.90.7090.1189.4184.6781.7620052006200720082009• Customer Satisfaction and Loyalty Measurement(CSLM) survey• Mystery Shopper program• Improvement of standard skill for front-line staff• Service excellence development program for all employees• Leadership effectivity development program, participatedby Branch Service Manager through the ServiceQuality Management Assesment and PerformanceCoaching programs• National Teller and CS Forum with the theme “Servewith the Heart” to level the understanding on service,customer, and quality service experience for customers.The Customer Care Unit is ready to answer customers’questions, requests, and complains through e-channelservice, internet banking and all front-line staff working atall branches and call Centre.35
Page 3 and 4: DAFTAR ISITABLE OF CONTENTS24812182
Page 5 and 6: Our strategicstrengths arebrand, sc
Page 7 and 8: Annual Report 2009 PT. Bank Commonw
Page 9 and 10: focusingon providinga full rangeof
Page 13 and 14: Annual Report 2009 2009 PT. PT. Ban
Page 31 and 32: Committedto conductprograms thatcan
Page 35: Annual Report 2009 PT. Bank Commonw

PTBC will continue strengthening the fundamentals of its businesses ...

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?