TITLE DOC. NO.

REV EFFECTIVE DATE

FOKUS PELANGGAN DAN KOMUNIKASI
PELANGGAN
CAST/II/SM/23 04 04 December 2017
CUSTOMER FOCUS AND CUSTOMER
COMMUNICATION

RIWAYAT REVISI
REVISION HISTORY

REV TANGGAL URAIAN DISIAPKAN OLEH DITINJAU OLEH DISETUJUI OLEH

REV DATE DESCRIPTION PREPARED BY REVIEWED BY APPROVED BY
Pertama Diterbitkan
00 07/12/11 Gunawan Slamet Riyadi Dewi Yuliana
First Issued
Penerbitan Kedua
01 29/11/13 Muhamad Irfan Bagus Tri Atmoyo Dewi Yuliana
Second Issued
Merubah Format
02 05/12/14 Muhamad Irfan Bagus Tri Atmoyo Dewi Yuliana
Change The Format
Dwi Bahasa
03 01/04/17 Pargiyanto Roby Syahputra Dewi Yuliana
Bilingual
04 December
04 Upgrading ISO 9001:2017 Rabiuddin Roby Syahputra Dewi Yuliana
2017

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FOKUS PELANGGAN DAN KOMUNIKASI
PELANGGAN
CAST/II/SM/23 04 04 December 2017
CUSTOMER FOCUS AND CUSTOMER
COMMUNICATION

DAFTAR DISTRIBUSI
DISTRIBUTION LIST

DISTRIBUTION NO. STATUS DEPARTMENT PIC

01 Original QHSE QHSE Manager
02 Controlled Copy NDT NDT Manager
03 Controlled Copy HT HT Manager
04 Controlled Copy HR-GA HR-GA Manager
05 Controlled Copy FINANCE FINANCE Manager
06 Controlled Copy LOGISTIC LOGISTIC Manager
07 Controlled Copy BD BD Manager
08 Controlled Copy Branch Office Branch Manager

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FOKUS PELANGGAN DAN KOMUNIKASI
PELANGGAN
CAST/II/SM/23 04 04 December 2017
CUSTOMER FOCUS AND CUSTOMER
COMMUNICATION

DAFTAR ISI
CONTENTS LIST

KLAUSUL KETERANGAN HALAMAN

CLAUSE DESCRIPTION PAGE
1.0 TUJUAN 05
PURPOSE
2.0 RUANG LINGKUP 05
SCOPE
3.0 ACUAN 05
REFERENCE
4.0 DEFINISI 05
DEFINITION
5.0 TANGGUNG JAWAB 05
RESPONSIBILITY
6.0 URAIAN 05
DESCRIPTION
7.0 LAMPIRAN 07
APPENDIX
8.0 REKAMAN 07
RECORD

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FOKUS PELANGGAN DAN KOMUNIKASI
PELANGGAN
CAST/II/SM/23 04 04 December 2017
CUSTOMER FOCUS AND CUSTOMER
COMMUNICATION

FOKUS PELANGGAN DAN KOMUNIKASI PELANGGAN

CUSTOMER FOCUS AND CUSTOMER COMMUNICATION

1. TUJUAN/ PENDAHULUAN
PURPOSE/INTRODUCTION
Memastikan manajemen berkonsentrasi terhadap upaya mereka untuk selalu memahami kebutuhan
pelanggan dan ini disampaikan untuk kepuasan klien serta dikomunikasikan secara efektif di seluruh
perusahaan.
To ensure management concentrates their efforts towards understanding the continued requirements of
customers and that these are delivered to the client's satisfaction as well as communicated effectively
throughout the company.

2. RUANG LINGKUP
SCOPE
Prosedur ini berlaku bagi survei pemasaran mereka yang dilakukan secara teratur didirikan pelanggan
untuk menentukan pendapat mereka saat ini dan masa depan.
This procedure applies to those marketing surveys regularly conducted on established customer to
determine their current and future opinions.

3. ACUAN
REFERENCE
ISO 9001:2015 R4
4. DEFINISI
DEFINITION
Tidak Ada
Nothing

5. TANGGUNG JAWAB
RESPONSIBILITY
5.1. Direktur bertanggung jawab atas kontrol keseluruhan dari pengembangan bisnis sebagai tujuan
bisnis PT. Cast Inspection and Engineering
Director is responsible for overall control of the business development as business objectives for
PT. Cast Inspection and Engineering
5.2. Manajer Pengembangan Bisnis bertanggung jawab atas pengelolaan dan pengendalian proses
survei pemasaran serta desain dan persetujuan dari kuesioner survei. Manajer Pengembangan
Bisnis bertanggung jawab untuk menginformasikan tim manajemen atas temuan survei dan
kesimpulan
The Business Development Manager is responsible for the management and control of the
marketing survey process as well as the design and approval of the survey questionnaire. The
Business Development Manager is responsible for informing the management team of the survey
findings and conclusions
5.3. Staf bertanggung jawab untuk melakukan survei pemasaran menggunakan kuesioner survei dan
pelaporan umpan balik pelanggan.
Staffs are responsible for conducting the marketing surveys using the survey questionnaire and
reporting customer feedback.

6. PROSEDUR
PROCEDURE
6.1. Menilai Kebutuhan Pelanggan
Assessing Customer Needs
6.1.1. Manajer Pengembangan Bisnis / Manajer Operasi meminta pelanggan untuk berpartisipasi
dalam survei pemasaran. Survei ini dimaksudkan untuk menyelidiki pendapat pelanggan
saat ini sehingga kebutuhan masa depan mereka dapat ditingkatkan.

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CAST/II/SM/23 04 04 December 2017
CUSTOMER FOCUS AND CUSTOMER
COMMUNICATION

Business Development Manager / Operation Manager ask the customers to participate in

Marketing surveys, these surveys are intended to investigate the customer's current
opinions so that their future needs may be anticipated more successfully
6.1.2. Bila memungkinkan, lakukan survei ini selama diskusi tindak lanjut kausal dengan
pelanggan setelah produk / jasa telah disampaikan atau diterima
Where possible, perform these surveys during causal follow-up discussions with the
Customer after the product/ service has been delivered or received
6.1.3. Selama diskusi dengan pelanggan, informasi tambahan yang relevan yang diterima dicatat
pada kuesioner survei
During discussions with the customer, any relevant additional information received is
Recorded on the survey questionnaire
6.1.4. Setelah menyelesaikan survei pelanggan, melengkapi kuesioner survei dan meneruskan
hasil kepada manajer Pengembangan Bisnis / Manajer Operasi untuk pemeriksaan dan
analisis
On completion of the customer survey, complete the survey questionnaire and forward the
results to Business Development manager / Operation Manager for collation and analysis
6.1.5. Manajer Pengembangan Bisnis / Manajer Operasi menyiapkan laporan survei ringkasan,
Perincian pengamatan yang relevan dan mengkomunikasikan / mendistribusikan ini
The Business Development Manager / Operation Manager prepare a summary survey
report, detailing relevant observations and communicates/distributes these
6.1.6. Salinan semua laporan ditahan oleh Manajer Pengembangan Bisnis / Manajer Operasi
dan dapat diedarkan ke seluruh anggota yang dipilih dari manajemen dan staf yang
diperlukan.
Copies of all reports are retained by the Business Development Manager/Operation
Manager and may be circulated to all selected members of the management and staff as
required.

6.2. Komunikasi Pelanggan

Customer Communication
6.2.1. Penentuan metode dengan tiga kategori umum komunikasi Pelanggan:
Determine method with three general categories communication Customer:
 Komunikasi umum organisasi untuk pelanggan yang ada atau potensial –
seperti iklan atau informasi pemasaran
An organization’s general communication to existing or potential customers – such
as advertisements or marketing information
 Informasi spesifik terkait dengan penyelidikan pelanggan, persyaratan atau perintah
Specific information relating to a customer enquiry, requirement or order
 Komunikasi dalam menanggapi umpan balik dan keluhan pelanggan.
Communication in response on customer feedback and complaints

6.3. Memverifikasi Komunikasi yang efektif

Verifying effective Communication
6.3.1. PT. Cast inspection and engineering harus memverifikasi efektivitas pelanggan
komunikasi. Ini adalah komponen penting untuk mencapai kepuasan pelanggan
PT. Cast inspection and engineering shall be verifying the effectiveness of customer
Communications, this is a critical component for achieving customer satisfaction

6.3.2. Untuk memastikan bahwa pelaksanaan yang efektif dari proses komunikasi pelanggan PT.
Cast inspection and engineering menjadi intensif survei kebutuhan pelanggan dan
mendapatkan persepsi mengenai kualitas kinerja perusahaan.
To ensure that the effective implementation of the customer communication process Pt.
cast inspection and engineering to be intensive surveying the customer needs and get
perception regarding company quality performance .

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FOKUS PELANGGAN DAN KOMUNIKASI
PELANGGAN
CAST/II/SM/23 04 04 December 2017
CUSTOMER FOCUS AND CUSTOMER
COMMUNICATION

7. LAMPIRAN
APPENDIX
Tidak Ada
Nothing

8. REKAMAN
RECORDS
Tidak Ada
Nothing

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