Time Activity

13:30 – 13:35 Opening Speech by Mr. Laz Marthino

TAM CFAM Presentation & Reward
13:35 – 15:00
Best Practice Sharing
15:00 – 15:30 TAM BP Office Presentation
15:30 – 16:00 TAM TTC Presentation
16:00 – 16:30 TAM ASBD Presentation
16:30 – 16:45 Dealer Management Comments
16:45 – 17:00 Closing Speech by Mrs. Widyawati
 AREA 3 ORGANIZATION 2019

Laz Marthino
(AREA 3 Head)
Sumatera, Kalbanus,
Sulawesi & East Indo

Rusdi Saleh Sthepanus Otte

(Kalimantan, Bali, Sulawesi & East Indonesia
Nusa Tenggara)

Substitute

Krisman Hadi Alfon Dodi

Yan Yan Sopiyan Pradipta Romadona Raden Fadhil Rafii S, (Hadji Kalla) (Hasjrat Abadi)
(Agung Toyota, Group (Sulawesi & East Indonesia) (Kalimantan, Bali, & NT) Sulawesi Selatan (Sulawesi, Gorontalo,
DLR Kalimantan & NT) Palu, Papua Barat,
Maluku)
 DEALER CPUS TMO [BUY] PART [BUY]

AGUNG TOYOTA 97% 93% 87%

AUTO2000 101% 107% 115%
ANZON TOYOTA 100% 89% 150%
WIRA MEGAH 100% 85% 112%
GRAHA TOYOTA 100% 90% 83%
KRIDA 100% 106% 109%
AUTO NUSA 100% 82% 84%
SUMBER HARAPAN 100% 84% 82%
TOTAL 99,6% 96% 109%

THANKS AUTO2000, KRIDA FOR ALL KPI ACH 1st SEMESTER 2019

AGUNG TOYOTA, AUTONUSA, SUMBER HARAPAN & GRAHA Have to do more

Effort to increase PART ACH in 2nd Semester 2019
 DEALER CPUS TMO [BUY] PART [BUY]
AUTO 2000 - DENPASAR 104% 125% 115%
AUTO 2000 - GIANYAR 102% 111% 124%
AUTO 2000 - SANUR 103% 111% 113%
AUTO 2000 - SINGARAJA 108% 106% 108%
AUTO 2000 - TABANAN 100% 104% 115%
AUTO2000 BALI AREA 103% 115% 115%
AUTO 2000 - AHMAD YANI BANJARMASIN 100% 94% 110%
AUTO 2000 - BONTANG 97% 97% 103%
AUTO 2000 - BALIKPAPAN MT HARYONO 99% 112% 112%
AUTO 2000 - SUPADIO PONTIANAK 111% 104% 150%
AUTO 2000 - SAMARINDA 91% 104% 119%
AUTO 2000 - BALIKPAPAN SUDIRMAN 98% 100% 92%
AUTO 2000 - SANGATTA 117% 106% 138%
AUTO 2000 - TENGGARONG 101% 166% 268%
AUTO2000 KALIMANTAN AREA 99% 104% 118%
AUTO2000 TOTAL 101% 109% 117%

AUTO2000 SAMARINDA Have to do More Effort to increase CPUS Ach

 DEALER CPUS TMO [BUY] PART [BUY]

AGUNG TOYOTA - DENPASAR 95% 87% 88%

AGUNG TOYOTA - GIANYAR 100% 99% 81%

AGUNG TOYOTA - KUTA 97% 105% 94%

AGUNG TOYOTA - SINGARAJA 99% 86% 79%

AGUNG TOYOTA - TABANAN 91% 81% 85%

AGUNG TOYOTA 97% 93% 87%

Most Agung Toyota not achieved KPI Target in 1st

SEMESTER 2019,
Special attention for Agung Toyota Tabanan
 DEALER CPUS TMO [BUY] PART [BUY]
AUTO NUSA ABADI 102% 82% 84%
KRIDA TOYOTA 104% 106% 109%
GRAHA TOYOTA SAMARINDA 104% 90% 83%
SUMBER HARAPAN TARAKAN 96% 84% 82%
WIRA MEGAH BANJAR BARU 100% 77% 110%
WIRA MEGAH PALANGKARAYA 100% 100% 121%
WIRA MEGAH BANJARMASIN 100% 81% 105%
WIRA TOYOTA 100% 85% 112%
ANZON TOYOTA PONTIANAK 101% 149% 268%
ANZON TOYOTA SAMPIT 99% 14% 19%
ANZON TOYOTA SINGKAWANG 100% 61% 87%
ANZON TOYOTA SINTANG 101% 0% 0%
ANZON TOYOTA 100.5% 89% 150%
GROUP DEALER 100.1% 89% 115%

Sumber Harapan Have to do More Effort to increase CPUS Ach 2019

Special Attention For Sumber Harapan, Graha & Autonusa due to Part ACH
 CRt YTD July CRt 1-3Y & 3-4Y

97% 98%
92%
85% 87%
78%
84%
66%

43%
40%

27%
23% 36%
17%

1st 1st 2nd 3rd 4th 5th 6th 7th 8th 9th 10th 11th
SO 1 - 3Y 3 - 4Y
2019 2018 2019 2018

TARGET CRt 2019

Thank you for CRt increasing 1-3Y : 84%  Target 84%
1-3Y +2.6% vs LY 3-4Y : 36%  Target 38%
3-4Y +6.0% vs LY
 YTD Jul’19

1-3Y 3-4Y
DEALER
Potensi 2019 2018 -/+ Potensi 2019 2018 -/+

AGUNG TOYOTA 13,501 85% 88% -2% 8,980 48% 44% 3%

AUTO2000 32,812 90% 80% 10% 22,073 29% 23% 6%

ANZON TOYOTA 13,035 68% 67% 1% 7,242 18% 12% 5%

WIRA MEGAH 10,920 89% 88% 1% 6,592 43% 39% 4%

GRAHA TOYOTA 4,049 67% 64% 4% 2,787 31% 29% 2%

KRIDA 4,932 81% 94% -13% 2,918 80% 58% 22%

AUTO NUSA 2,712 120% 133% -13% 1,579 61% 42% 19%

SUMBER HARAPAN 2,578 74% 83% -9% 1,557 27% 23% 5%

TOTAL 84,538 84% 82% 2.6% 53,729 36% 30% 6.0%

• ANZON, GRAHA & SUMBER HARAPAN have to do more effort to

optimize Crt Potency 2019.
• Special attention AGUNG, AUTONUSA & KRIDA due to decrease
CRt 2019 form CRt 2018
 CPUS TMO (litre) PARTSALES (x1000)
DEALER
OAP Deficiency OAP Deficiency OAP Deficiency

AUTO 2000 - DENPASAR 10,000 20,079 4,779,407

AUTO 2000 - GIANYAR 3,518 6,690 1,569,269
AUTO 2000 - SANUR 6,797 16,731 3,901,325
AUTO 2000 - SINGARAJA 2,277 4,168 1,076,139
AUTO 2000 - TABANAN 3,518 +11 6,770 1,391,862
AUTO 2000 - BANJARMASIN 6,287 15,242 +1,237 2,304,381
AUTO 2000 - BONTANG 3,233 +139 9,762 +375 1,588,882
AUTO 2000 - MT HARYONO 6,492 +95 16,389 4,462,128
AUTO 2000 - PONTIANAK 3,561 10,796 1,527,628
AUTO 2000 - SAMARINDA 9,091 +1,060 23,459 6,032,059
AUTO 2000 - SUDIRMAN 7,047 +237 14,779 4,216,314 +321,383
AUTO 2000 - SANGATTA 2,448 7,296 1,252,214
AUTO 2000 - TENGGARONG 1,681 3,465 1,207,149
 CPUS TMO PARTSALES
DEALER
OAP Deficiency OAP Deficiency OAP Deficiency

AGUNG TOYOTA - DENPASAR 11,193 +672 28,904 +5,162 7,246,598 +774,201

AGUNG TOYOTA - GIANYAR 6,604 17,068 +292 4,280,309 +751,180

AGUNG TOYOTA - KUTA 8,577 +290 22,085 5,542,554 +293,389

AGUNG TOYOTA - SINGARAJA 3,688 +40 9,477 +1,767 2,376,559 +467,150

AGUNG TOYOTA - TABANAN 4,074 +511 10,550 +2,710 2,643,402 +373,203

 CPUS TMO PARTSALES
DEALER
OAP Deficiency OAP Deficiency OAP Deficiency

AUTO NUSA ABADI 5,110 15,567 +3,591 3,235,109 +451,313

KRIDA TOYOTA 9,516 31,030 6,759,183
GRAHA TOYOTA SAMARINDA 6,417 21,359 +2,803 5,798,612 +847,663
SUMBER HARAPAN TARAKAN 5,686 +312 19,991 +4,083 3,602,862 +561,048

WIRA MEGAH BANJAR BARU 8,512 25,277 +7,472 3,848,758

WIRA MEGAH PALANGKARAYA 8,304 +40 25,565 +148 4,488,760

WIRA MEGAH BANJARMASIN 10,496 34,573 +8,381 5,585,907

ANZON TOYOTA PONTIANAK 10,993 33,425 7,199,957

ANZON TOYOTA SAMPIT 5,538 16,197 +17,682 4,012,937 +2,835,533
ANZON TOYOTA SINGKAWANG 3,600 9,376 +4,709 1,820,870 +205,986
ANZON TOYOTA SINTANG 1,914 5,766 +7,412 1,385,796 +1,228,675
 Agung Toyota Auto 2000 Group Dealer
Unit 12,431 Unit Unit
23,591
27,929

12,143 22,902 26,536

Achv. Achv. Achv. Achv. Achv. Achv.

(MAR-APR '18) (MAR-APR '19) (MAR-APR '18) (MAR-APR '19) (MAR-APR '18) (MAR-APR '19)

Batch 1 Gaspol Program (Mar-Apr) effective to significantly increase CPUS.

Dealer Period
Agung Toyota Jun - Aug 2019
Auto2000 & Group Dealer Jul - Sept 2019
Program A
Requirements : 1. CPUS YTD (Mar-Apr) ≥ 101%
2. TMO YTD (Mar-Apr) ≥ 101%
3. Part sales YTD (Mar-Apr) ≥ 101%

AUTO2000 DENPASAR

AUTO2000 GIANYAR

AUTO2000 SANGATTA

AUTO2000 SINGARAJA

AUTO2000 PONTIANAK
Program B Requirements : 1. CPUS YTD (Mar-Apr) ≥ 101%
2. Best YTD Partsales (Mar-Apr)

AUTO2000 DENPASAR

KRIDA MATARAM

Program C Requirements : 1. Best CPUS Growth vs LY

AUTO2000 SINGARAJA
Program D Requirements : Success rate program ≥ 62% total DLr

AUTONUSA

KRIDA MATARAM

GRAHA TOYOTA
 VS Target
Business KPI
MAR APR MAR - APR JAN - JUL

CPUS 104% 101% 102% 104%

TMO 118% 118% 118% 124%

Part Sales 109% 105% 107% 115%

 Operation Strategy Activity

1. Strong Daily Hansa Renkei Reminder Activity, SBI, SBE Booking By Sales Executive

2. Strong Maintenance Reminder Activity With Text Messaging via Astra World and WA Blast Branch

 Marketing Strategy
Contribution Rate
No. Activity Additional Unit
to CPUS [%]
1. Passive Customer and On Time Service (Loyal 150 unit per month
Customer)
8%
2. Fleet Penetration thru THS, Maintain and New Fleet 40 unit per month
Contract
8%
 VS Target
Business KPI
MAR APR MAR - APR JAN - JUL

CPUS 104% 106% 105% 108%

TMO 107% 102% 104% 108%

Part Sales 111% 101% 106% 108%

Will be presented by Auto2000 Singaraja

[Bpk. I Ketut Diana]
Manpower 2019
Kepala Bengkel 1 MRA 1
SA 2 KASIR 1
FOREMAN 1 Adm. Service 1
Mekanik 6 Gd. Bahan 1
Partman 1 Whasing 1
PDS 1 Vallet 0
Total 17
 KAB. BULELENG Agung Toyota Singaraja

Auto2000 singaraja
8,5 Km

Bali Terdiri dari 9 Kabupaten.

- Kab. Badung - Kab. Jembrana

- Kab. Bangli - Kab. Karangasem
- Kab. Buleleng - Kab. Kelungkung
- Kab. Gianyar - Kab. Tabanan
- Kota Denpasar

KABUPATEN BULELENG
APBD : Rp. 2.124.617.361.711
9 Kecamatan PAD : 371.366.874.000
DAU : 965.435.235.000
19 Kelurahan
Luas Wilayah : 1.364,73 Km2
129 Desa Jumlah Penduduk : 814.356 Jiwa
Jumlah penduduk/Km : 597 Jiwa
Persiapan

THS untuk menjangkau wilayah kab. Bulelng yang sangat luas

Covered area AstraWord meliputi

Perubahan Layout bengkel untuk memperbaiki Flow Procces Kab. Buleleng
Aktivitas Tahun 2019
GETTING COMITMENT 2019
Aktivitas Tahun 2019
IDI DAN SURVEY KEPADA PELANGGAN
Aktivitas aktual dari hasil IDI dan Survey Customer

Mempermudah Customer Menemukan bengkel Auto2000 Singaraja

Aktivitas aktual dari hasil IDI dan Survey Customer

Campaign ke BUMN, Pemerintahan Dll

KPI BENGKEL

2019 2019 ACT/TRG

ACTUAL ACT/LY

CPUS 2.543 109% 121%

REV. 2.829.581 104% 121%

TMO 4.731 110% 126%

UE/SA 10,50 105% 120%

 Above Target

110%
Above Target GAS POL REQUIREMENT (MAR-APR '19)
ANZON PONTIANAK ACHV. (MAR-APR '19)
106%
Slightly Below
Target

101% 101% 101%

99%

TMO P/S CPUS

5,142

4,837

YTD Jul '18 YTD Jul '19

Will be presented by Bpk. Ronny Marfira
Presentasi
CONTENT

ANZON TOYOTA PONTIANAK 2019

By: Roni Marfira

Outline

CONTENT

1 Profile Perusahaan

2 Background (KPI Ach)

3 Scema Implementasi ICSK

4 Evaluasi KPI & Data Base Colection
Outline

CONTENT

1 Profile Perusahaan

2 Background (KPI Ach)

3 Scema Implementasi ICSK

4 Evaluasi KPI & Data Base Colection

 1. Profile Perusahaan
BRANCH PROFILE
ANZON TOYOTA
JL.Jend. A.Yani No 89 Pontianak
Kalimantan Barat (78124)
Tahun Berdiri : Maret 1993
Fasilitas : Sales, Service, Part
Unit Penjualan : 220 Unit/Bulan
Unit Service : 1.950 CPUS/Bulan
Service Pembantu: SP Ketapang,
ToSS Sanggau
Anzon Home Service
Man Power Sales PTK KTP SGU
Man Power Sales PTK KTP SGU
Service Advisor 8 1 1
Supervisor 4 1 0 Foreman 4 1 0
Sales 74 16 3 PTM 1 0 0
Teknisi 22 4 1
Counter Sales 7 0 0
Partman 4 1 1
CRC 1 MRA 4 0 0
Outline

CONTENT

1 Profile Perusahaan

2 Background (KPI Ach)

3 Scema Implementasi ICSK

4 Evaluasi KPI & Data Base Colection

 2. Background
Performance 2018
KPI Target Actual Ach
RETENTION & REVENUE
CPUS (Customer Paid Unit Service) 27.500 22.891 83%
3. Customer
Revenue
Paid Unit Service (CPUS) 27.500
24.999.724
22.891
23.249.743
83%
93%
CPS 550 610 111%
Service Share 52% 43% 43%
SBE Rate 10K-80K 57% 37% 37%
2. SBI RateSOSO
SBI Rate 95%
95% 73%
73% 73%
73%
TMO Share 100% 100% 100%
CUSTOMER
Score 875 875 <100%
4. Dissatisfection (Level ketidak puasan Customer) 1.5% 2.5% <100%
Dissatisfection 1.5% 2.5% <100%
INT PROCESS
Appointment Rate 40% 16% 16%
1. Appointment
Lead Time (LT) Rate 40%
2:30:00 16%
>3:40:00 16%
67%
On Time Delivery (OTD) 95% 74% 74%
FIR Rate 99% 99% 99%
Fill Rate 95% 94% 94%
Stock Month 1.00 3.80 (380%)
Dead Stock 0% 0% 100%
TSM & PRODUKSI
TSM Kodawari 100% 81% 81%
Stall Produksi 3.25 4.38 135%
Technician Produksi 3.25 3.49 107%
SA Produksi 8.00 11.54 144%
 2. Background
LEVEL KETIDAK PUASAN PELANGGAN
6.7%

5.0%

3.4% 3.3%
2.6% 2.6%
1.8%

Q3 Q6 Q9 Q10 Q11 Q12 Q13

• (Q3) Kepuasan terhadap lamanya waktu tunggu sebelum dilayani oleh Service Advisor
• (Q6) Kepuasan terhadap lama waktu yang diperlukan untuk servis kendaraan Toyota
• (Q9) Kepuasan terhadap kondisi kendaraan setelah servis
• (Q10) Kepuasan terhadap hasil servis kendaraan Toyota
• (Q11) Kepuasan secara keseluruhan proses servis kendaraan Toyota
• (Q12) Akan kembali ke bengkel resmi Toyota tempat melakukan servis
• (Q13)Kemungkinan pelanggan untuk merekomendasikan bengkel (tempat melakukan
servis)tersebut kepada orang lain
 2. Background (Target Challenge 2019)

2018
Target ------- ------- ------- -------
2019 +10% +26% +18% +10%
Target

Challenge !
Challenge !
Challenge !

Challenge !
83% 85%
84%
37% 14.858
2018 64.428
Achivement 22.891 (L) Billion
9.393
CPUS SBE 10K-80K TMO (L) PART SALES (X BILLON)

ACH 2018 TGT 2019

KPI
% TOTAL TOTAL +/- %
CPUS 83% 22.891 25.143 + 10%
SBE 10K-80K 37% 9.393 11.817 + 26%
TMO JUAL (L) 84% 64.428 75.786 + 18%
PART SALES (*Billion) 85% 14.858 16.320 + 10%

17,385,955 14,858,200
Outline

CONTENT

1 Profile Perusahaan

2 Background (KPI Ach)

3 Scheme Implementasi ICSK

4 Evaluasi KPI & Data Base Colection

 3. ICSK Sceme

Kaizen
PKS Gathering 1 Kaizen Impl. Gathering II Kaizen Impl. Gathering III
II
• Collect data In class Meeting • Pembentukan • Pembentukan In class training 1. Kaizen plan
KPI • Proses flow SGA SGA • Kaizen plan evaluation
survei • Improve Crt 1st • Improve Crt 1st eva 2. Standarisasi
• Sumuary SO SO
• Kondisi Ideal • Kaizen plan WSS & tools
Data OP • (Proses Validasi • (Proses Validasi 3. Report
Presentasi
Collection • WSS data) data)
• Review management
• Material & • Proses Perbaikan • Proses Perbaikan
• Laporan problem &
• Qualitas Staf • Qualitas Staf
Tools Prep mannagement root cause
bengkel bengkel
• Perbaikan proses • Perbaikan proses
KPI Bisnis
• Layanan Service • Layanan Service
• (Survey, voc-i- • (Survey, voc-i-
care dan PSFU) care
• Memperbaiki • dan PSFU)
aktivitas • Memperbaiki
• (Job Des dan aktivitas
SOP MRA) • (Job Des dan
SOP MRA)
KAIZEN IMPLEMENTASI I
Semester 1

Mendapatkan ide perbaikan

dari unpan pelanggan

Six Proses Toyota Follow Up

Delivery
OTD avg 68%

Production  Kendaraan WIP 2 unit/hari

 Tunggu servive =<15:00 mnt
 L/T SBE avg =<2:00 jam &
kuwalitas 99%
Receiption
Tunggu penerimaan
Max. <0:15 mnt
Appointment
Preparation
CPUS Rate 101%
MRS Remainder SBI SO Rate 77%
& Appointment SBE rate 1-4 th 40%
Gathering I Laporan Management Februari 2019

• Proses flow survei

• Kondisi Ideal OP
• Mencari akar masalah
• Problem root cause & kaizen plan
1. Develop Small Group Activity (SGA)

Leo Susanto
Kaizen Owner

LisaLisa
Susanto
Susanto
KaizenSupport
Kaizen Support

Nur Baitul
Kaizen Leader

Okky Diantoro
Iswanto AHS Nur Chalid Express Nuraini
Feld Advisor Production Maintenance Hansha Ren Kei

Dayang. M Ponco D.S Ismi Joniardi.

MRA & Tech & 7 Store & Reception
Preparation Warranty S.Parts

Musyafa. A. Herwan
M.Hatta Icha
Washing & EHS
Delivery PSFU & voc
Fasilitas
 2. SBI Rate Same Outlet Activity
SBI SO Rate
SHARING ACHIVEMENT SBI RATE VS Crt 1 SO 73 %

PEMBAHASAN TRANSFER DATA

MARKETING, CRC & AFTER SALES
APRIL 2019
 Flow Proses Data Base Sales
MAEKETING KASIR STOCK KEEPER KACAB/SS ADM UNIT CRC MRA

Isi Form Terima Alokasi/Antri

SPK Pembayar Unit
an
KTP, Form SPK
* Approval leasing Form SPK yg
SPK, DP sudah
Kategori cust. *Approv approval
Fleet/user tidak al leasing kasir + no
teridentifikasi antrian
Tidak diketahui * Wait Valid
data pemakai Validasi asi
approval Data Data
leasing
Persiapan Approval
BAST Pembua CR 2
tan CR 1
BAST Soft copy
SPK, Form SPK, Form Form status,
persetujuan persetujuan SPK, data CR1
Copy buklet Copy buku
keluar kendaraan keluar Form waranty, copy
*Approval kendaraan, persetuj service
pelanggan (data
leasing uan (soft copy)
keluar pelanggan)
kendara No telp tidak
Data tidak lengkap Aktifitas
Persiapan an,
komplete  Bukan MRA belum
BAST *Approv
pemilik kend optimal
al
* Validasi Data
SPK, buku service, Pendampingan Staf Service. leasing * Sinyel (LK)
pedoman pemilik, • Tidak ada jedah Waktu * Blm ada
kunci permintaan waktu
• Penyerahan di Luar jam Kerja
 2. SBI Rate Same Outlet Activity
SBI SO Rate
POTENSIAL PROBLEM 73%

MRA dapat data dari admin bukan Tidak ada Skema mapping data
dari DEC base area (Domisili)

Rendah Data Validasi untuk No Monitoring Pencapaian SBI

Reminder SBI setiap bulan (SP, ToSS, W/S)

• Terima data • Call

CRC Transfer DEC Transfer
max H+7 pelanggan
Data
FOLLOW
Data MRA dari CRC MRA <1Month SA Penerimaan
1K
1 UP • Simpan • Saran
Data booking

Sales tidak mengisi lengkap no • Standarisasi transfer database

Telp CRC (semua data di transfer di
akhir bulan ke MRA)
• No standard format Data DEC
(input manual menyocokan data
admin dan DEC)
• No Follow Data after DEC
(sampling 5% setiap Bulan
 KAIZEN PLAN
AKTION
 Belum ada data telp user pelanggan untuk
a. Sales:  Rekap data pelanggan (pemesan, user manggal
1. dilakukan remainder
Mendapatkan 1K ygdan
data pengguna akurat
domisili BAST) ke exel
penggunaan kendaraan yang valid
2. Memberikan data yang valid ke Admin untuk dibuatkan
berita acara  Pengontrolan
3. Admin memeriksa validasi (menelpon pelanggan) kolom user
semua data yang di berikan sales
o. Jika data valid (nama pengguna dan alamatnya)
buatkan berita acara
o. Jika data tidak valid. Kembalikan ke sales untuk di
berikan data yang valid. Before After
Berita acara di buatkan setelah admin memastikan
datanya benar.
4. Admin membuat laporan jumlah pelanggan tidak valid  Identifikasi
per salesman (setelah melakukan telp/validasi) per hari Cheeck list Fleet
5. spv monitoring laporan validasi harian dari admin dan & Retail
laporan service bulan pertama/1.000Km dari service

PIC Progres
Spv - Selvi
 Belum ada data telp user pelanggan untuk dilakukan remainder 1K yg akurat
b. CRC:
1. Melakukan PENDAMPINGAN/Terlibat saat BAST untuk perkenalan serta mendapatkan kejelasan terkait kepemilikan
kendaraan/Pengguna, Alamat serta ke Validan No Kontak Customer dan Reminder Database after DEC proses
2. Melakukan Validasi data
3. CRC memeriksa validasi (menelpon pelanggan)
semua data yang di berikan sales
• Jika data valid (nama pengguna dan alamatnya)buatkan berita acara ke SPV
• Jika data tidak valid. Kembalikan ke sales untuk di berikan data yang valid.
4. Spv monitoring laporan validasi harian dari CRC dan laporan DEC Follow up

Format Excel DEC SOP Meeting

PIC Progres
Spv - Selvi
 KAIZEN PLAN ACTION
 Rekap data pelanggan (pemesan, user manggal
DEC yang di lakukan di Cabang Anzon Pontianak, di damping BAST) ke exel
oleh tim service (Hak Customer dan Promosi Bengkel dan
Menawarkan Service Pertama dilakukan saat BAST terutama
Domisili Customer berada di Luar Kota/Ring 2dan Ring 3) dan
CR Person (VALIDASI KEAKURASIAN DATA CUSTOMER) dan ini
bagian dari Aktivitas CR1
DEC yang dilakukan di luar cabang (Tanpa pendamping), harap
di jelaskan untuk melakukan service 1 BULAN PERTAMA/1K di
lokasi service terdekat dengan lokasi pelanggan ( cabang
Pontianak/cabang pembantu).
Salesman harus mengetahui lokasi capem-capem yang kita
punya, serta lokasi THS dari tim service

PIC Progres
Sales – Pendamping Delivery (Service & CRC)
 KPI JAN MAR CR1 JAN-JUNI 2019
845.5
600 564 845 845
845

500 844.5
100%
844
400 50% 843.5

282 843
300 268
842.5 99.6%
95% 842 842
200 842
145
54% 841.5
100 100%
841

0 840.5
DEC FOLLOW Connected Valid DEC FU CONECT VALID

PIC Progres
Spv – Selvi - MRA
 KAIZEN PLAN ACTION
 Rekap data pelanggan (pemesan, user manggal
BAST) ke exel
MRA
Memberikan laporan jumlah pelanggan yang datang
service 1.000KM kepada Sales Spv
Catatan:
Jika PIC Service kesulitan mendapatkan data
pelanggan, salesman bertanggung jawab
mendatangkan pelanggan untuk melakukan service
1.000KM

PIC Progres
SA – MRA - CRC
 KPI CR2 JAN-MAR 2019 KPI CR2 JAN-JUN 2019
900 1600
1411 1411
786 786 1400 1369
800

700 1200
100% 629 1092
600 100%
540 1000
97%
500
80% 800
400
600
300 68%
400
200

100 200

0 0
DEC FOLLOW VALID CAI DEC FU VALID CAI

PIC Progres
MRA
 2. SBE Retention Activity
SBE Rate
POTENSIAL PROBLEM 37%

PSFU Reminder
SA Delivery MRA FOLLOW MRA Servis
UP 6bln

• Konfirmasi no telpon yang dapat di Standarisasi SOP PSFU Standarisasi SOP Reminder
hubungi (inkonsisten untuk Data Validation Data Validation
memvalidasi ke pelanggan FIR Quality Rendah CAI
• Standarisasi dokumen / informasi
transfer ke MRA untuk di PSFU
 2. SBE Retention Activity
• Konfirmasi no telpon yang dapat di hubungi (inkonsisten untuk memvalidasi ke
pelanggan)
• Standarisasi dokumen / informasi transfer ke MRA untuk di PSFU
SA

1. SOP Penulisan dan Konfirmasi No Telpon & Refreshment 2. Transfer Data PKB kepada MRA

PKB Penulisan no
FOTO MEETING
telpon di PKB dan
SGA SA SOP Transfer database/PKB ke
SOP
MRA
FOTO MEETING SGA MRA

PIC Progres
SA - MRA
2. SBE Retention Activity
Standarisasi SOP PSFU
Data Validation PSFU
FIR Quality

1. SOP Reminder PSFU & Monitoring Hasil PSFU SOP & Monitoring Database Validasi & FIR Quality
per SA

Papan Monitoring
Database Validasi &
FIR Quality per SA
Agar dapat dikontrol
vlangsung setiap saat

PIC Progres
MRA – SA - KABENG
 KPI PSFU JAN MAR KPI PSFU APRIL MEI

5,080 10,586
10,480 98,9%
4,602 91%

UNIT CALL PSFU VALID UNIT CALL PSFU VALID

PIC Progres
MRA - SA
2. SBE Retention Activity
Standarisasi SOP Reminder
Data Validation MRA
Rendah CAI

1. SOP Reminder & Monitoring Hasil

Foto Review & Refreshment

PIC Progres
KAIZEN LEADER
2. SBE Retention Activity
Standarisasi SOP Reminder
Data Validation PSFU
Rendah CAI AREA MAPPING

PIC Progres
MRA – CAPEM – AHS - KABENG
2. SBE Retention Activity
Standarisasi SOP Reminder
Data Validation PSFU
Rendah CAI

AHS ACITIVITY

PERFORMANCE AHS/CARAVAN AREA NGABANG

CPUS TMO Partsales
Cont SBE to CPUS
BULAN Tanggal 3-15 Tanggal 3-15 Tanggal 3-15
TGT/bln ACH ACH/Day % AT Unit
+/- SBE % TGT/bln ACH % AT TGT/bln ACH % AT
JAN - - 0 0 0 0 0 0 0 0 0 0
FOTO FOTO FEB 84
HASIL
62 3
MONITORING
74% 18 29% 252 159 63% 54,516 26,751 49%
MAR 50 35 3.0 70% 11 31% 150 109 73% 32,500 25,197 78%
APR 88 52 2 59% 11 21% 264 110 42% 53,680 27,137 51%
MEI 80 35 2 44% 9 26% 240 87 36% 52,000 17,915 34%
JUN 90 60 3 67% 16 27% 270 135 50% 60,750 26,028 43%

PIC Progres
MEKANIK AHS
3. SGA Acitivty
Standarisasi SOP Reminder
Data Validation PSFU
Rendah CAI

AHS ACITIVITY

FOTO FOTO HASIL MONITORING

PIC Progres
MEKANIK AHS
 Training penggunaan Program IAMS
Dalam usaha penyempuraan data base
dan Validasi data
Refreshing Traning 6 Proses

Aktivita 6 proses
PEMBENTUKAN KEKOMPAKAN MELALUI HOBI
DAN KERJA BAKTI
AKTIVITAS PERTEMUAN/MEETING GROUP
DI KLAS
AKTIVITAS PERTEMUAN/BRIFING GROUP
LAPANGAN
PENINGKATAN SKILL MELALUI PELATIHAN & EDUKASI STAFF
 PARTISIPASI STAF
MENGIKUTI TRAINING ONLINE TAM
PENGARAHAN PROGRAM DAN
PEMBERIAN REWARD GROUP
 Next Activity
KAIZEN IMPLEMENTASI II
1. Express Maintenance Project
2. Hansa Renkei Activity
TERIMA KASIH
 CAI : 33,7 %
3,7%

CPUS : 109,5%%

No of Success
Dealer
CAI : 30% Winner Rate
10,5%
Auto 2000 4 30,7%
Agung Toyota 1 20%
CPUS : 99% Other Dealer 9 81,8%
YTD May ‘19 Jun ‘19 Total 14 48,3%
 Requirements : 1. CPUS YTD (Jan-Apr) < 90%  +3% vs Tgt
2. CPUS YTD (Jan-Apr) = 90% - 100%  +2% vs Tgt
3. CPUS YTD (Jan-Apr) ≥ 100%  +1% vs Tgt
4. Growth CAI Minimal 2% vs Q1 (Jan-Apr)

AUTO2000 SUDIRMAN

AUTO2000 BONTANG
JUNE
AUTO2000 DENPASAR

AUTO2000 TABANAN

AUTO2000 GIANYAR
JULY
AUTO2000 PONTIANAK
Periode Juni
Target CPUS Target CPUS
DEALER Status CAI Jun Status Award
Growth Min. CAI Jun
AUTO 2000 - BANJARMASIN 105% 19% 109.4% O 15.0% X

AUTO 2000 - HARYONO 103% 24% 113.3% O 23.7% X

AUTO 2000 - SUDIRMAN 101% 27% 112.2% O 28.2% O WINNER

AUTO 2000 - BONTANG 99% 19% 110.9% O 20.6% O WINNER

AUTO 2000 - DENPASAR 104% 13% 113.3% O 20.3% O WINNER

AUTO 2000 - GIANYAR 100% 14% 113.7% O 12.7% X

AUTO 2000 - SAMARINDA 96% 26% 99.2% O 18.1% X

AUTO 2000 - SANGATTA 119% 42% 127.0% O 27.7% X

AUTO 2000 - SANUR 104% 36% 108.2% O 35.9% X

AUTO 2000 - SINGARAJA 112% 15% 107.2% X 8.6% X

AUTO 2000 - PONTIANAK 112% 21% 119.4% O 19.3% X

AUTO 2000 - TABANAN 99% 21% 104.8% O 24.1% O WINNER

AUTO 2000 - TENGGARONG - - - - - -

Periode Juli
Target CPUS Target CPUS
DEALER Status CAI Jun Status Award
Growth Min. CAI Juli
AUTO 2000 - BANJARMASIN 105% 19% 95.4% X 14.9% X

AUTO 2000 - HARYONO 103% 24% 96.2% X 20.5% X

AUTO 2000 - SUDIRMAN 101% 27% 92.2% X 30.4% O

AUTO 2000 - BONTANG 99% 19% 97.7% X 22.0% O

AUTO 2000 - DENPASAR 104% 13% 93.2% X 29.7% O

AUTO 2000 - GIANYAR 100% 14% 101.5% O 17.9% O WINNER

AUTO 2000 - SAMARINDA 96% 26% 84.0% X 21.7% X

AUTO 2000 - SANGATTA 119% 42% 109.7% X 27.0% X

AUTO 2000 - SANUR 104% 36% 103.0% X 36.0% X

AUTO 2000 - SINGARAJA 112% 15% 102.9% X 8.0% X

AUTO 2000 - PONTIANAK 112% 21% 120.4% O 21.7% O WINNER

AUTO 2000 - TABANAN 99% 21% 98.8% X 25.0% O

AUTO 2000 - TENGGARONG - - - - - -

 Requirements : 1. CPUS YTD (Jan-Apr) < 90%  +3% vs Tgt
2. CPUS YTD (Jan-Apr) = 90% - 100%  +2% vs Tgt
3. CPUS YTD (Jan-Apr) ≥ 100%  +1% vs Tgt
4. Growth CAI Minimal 2% vs Q1 (Jan-Apr)

JUNE AGUNG SINGARAJA

AGUNG GIANYAR

AGUNG TABANAN

JULY NO WINNER

Issue
• Hansa renkei Activity  CAI Ach decrease Validation 3days after service Validation 6month after service

16% vs LM Jan 78% June 81%

• MRA KPI MRA Database validation Feb 84% July 94%

increase 13% but CAI MRA Decrease 12% Focus to PSFU Validation for maintain database for
next reminder 6month
Periode Juni
Target CPUS Target CPUS
DEALER Status CAI Jun Status Award
Growth Min. CAI Jun
AGUNG TOYOTA - DENPASAR 96% 52% 89.6% X 71.6% O

AGUNG TOYOTA - GIANYAR 101% 36% 101.4% O 37.5% O WINNER

AGUNG TOYOTA - KUTA 95% 23% 96.8% O 16.5% X

AGUNG TOYOTA - SINGARAJA 100% 28% 103.9% O 67.3% O WINNER

AGUNG TOYOTA - TABANAN 88% 23% 93.5% O 22.9% O WINNER

Periode Juli
Target CPUS Target CPUS
DEALER Status CAI Jun Status Award
Growth Min. CAI Juli
AGUNG TOYOTA - DENPASAR 96% 52% 93.3% X 56.1% O

AGUNG TOYOTA - GIANYAR 101.1% 36% 100.6% X 34.6% X

AGUNG TOYOTA - KUTA 95% 23% 101.2% O 21.1% X

AGUNG TOYOTA - SINGARAJA 100% 28% 98.0% X 82.3% O

AGUNG TOYOTA - TABANAN 88% 23% 97.5% O 20.7% X

 Requirements : 1. CPUS YTD (Jan-Apr) < 90%  +3% vs Tgt
2. CPUS YTD (Jan-Apr) = 90% - 100%  +2% vs Tgt
3. CPUS YTD (Jan-Apr) ≥ 100%  +1% vs Tgt
4. Growth CAI Minimal 2% vs Q1 (Jan-Apr)

ANZON PONTIANAK

ANZON SINGKAWANG

ANZON SINTANG

GRAHA SAMARINDA

JUNE KRIDA TOYOTA

WIRA BANJARBARU

WIRA BANJARMASIN

WIRA PALANGKARAYA
 Requirements : 1. CPUS YTD (Jan-Apr) < 90%  +3% vs Tgt
2. CPUS YTD (Jan-Apr) = 90% - 100%  +2% vs Tgt
3. CPUS YTD (Jan-Apr) ≥ 100%  +1% vs Tgt
4. Growth CAI Minimal 2% vs Q1 (Jan-Apr)

WIRA BANJARBARU
JULY

KRIDA TOYOTA

Issue

• Most the dealer didn’t have standard monitoring for MRA KPI (Daily
monitoring)
• Need to improve MRA Selling Skill [handling objection]
• Database quantity increase 5% from Last Month but database validation is
still low ach [77%]

Management Database:
1. Database synchronization between SP & ToSS to Workshop center
2. Focus point for MRA reminder (Clustering by Model, KM & Customer
status(Active/passive)
Periode Juni
Target CPUS Target CPUS
DEALER Status CAI Jun Status Award
Growth Min. CAI Juni
ANZON PONTIANAK 100% 27% 127.2% O 53.4% O WINNER

ANZON SAMPIT 101% 47% 100.9% O 11.1% X

ANZON SINGKAWANG 101% 20% 125.6% O 23.3% O WINNER

ANZON SINTANG 101% 17% 111.7% O 18.1% O WINNER

AUTO NUSA ABADI 104% 64% 102.6% X 65.1% O

GRAHA TOYOTA 104% 59% 121.9% O 59.6% O WINNER

KRIDA TOYOTA 102% 55% 122.1% O 59.7% O WINNER

SUMBER HARAPAN 96% 41% 103.2% O 32.9% X

WIRA BANJAR BARU 100% 53% 125.4% O 60.6% O WINNER

WIRA BANJARMASIN 101% 52% 113.2% O 56.1% O WINNER

WIRA PALANGKARAYA 101% 51% 114.8% O 54.6% O WINNER

Periode Juli
Target CPUS Target CPUS
DEALER Status CAI Jun Status Award
Growth Min. CAI Juli
ANZON PONTIANAK 100% 27% 98.2% X 60.3% O

ANZON SAMPIT 101% 47% 100.4% X 36.8% X

ANZON SINGKAWANG 101% 20% 97.5% X 25.3% O

ANZON SINTANG 101% 17% 100.6% X 19.9% O

AUTO NUSA ABADI 104% 64% 101.1% X 68.0% O

GRAHA TOYOTA 104% 59% 102.0% X 63.4% O

KRIDA TOYOTA 102% 55% 102.7% O 60.7% O WINNER

SUMBER HARAPAN 96% 41% 96.5% O 38.6% X

WIRA BANJAR BARU 100% 53% 100.4% O 62.6% O WINNER

WIRA BANJARMASIN 101% 52% 100.0% X 59.7% O

WIRA PALANGKARAYA 101% 51% 99.6% X 57.9% O

Encourage DLR to increase CPUS performance by boosting TMS & SP
unit productivity per day

Aug – Oct 2019 Grand Total 261 mio

 Part Sales ([BUY])
TSM CPUS Jan-Jul CR 10-80K Jan-Jul
Jan-Jul Outlet
DEALER Kodawari
Performance GR
GR vs Target RESULT vs Target RESULT Ach RESULT

AUTO 2000 – DENPASAR O 105.6% O 115.5% O 78.6% O PASSED

AUTO 2000 – GIANYAR O 101.8% O 123.6% O 77.5% O PASSED

AUTO 2000 – SANGATTA O 118.0% O 138.4% O 321.4% O PASSED

AUTO 2000 – SANUR O 103.1% O 113.3% O 89.6% O PASSED

AUTO 2000 – SINGARAJA O 108.5% O 108.3% O 72.0% O PASSED

AUTO 2000 –
BANJARMASIN
O 101.4% O 110.3% O 55.2% X NOT PASSED
AUTO 2000 – BONTANG O 96.7% X 103.2% O 55.8% X NOT PASSED
AUTO 2000 – MT HARYONO O 99.4% X 112.4% O 50.5% X NOT PASSED
AUTO 2000 – PONTIANAK O 108.8% O 150.1% O 62.6% X NOT PASSED
AUTO 2000 – SAMARINDA O 92.8% X 119.4% O 62.3% X NOT PASSED
AUTO 2000 – SUDIRMAN O 98.5% X 91.9% X 49.2% X NOT PASSED
AUTO 2000 – TABANAN O 99.9% X 115.3% O 61.8% X NOT PASSED
 Part Sales ([BUY])
CPUS Jan-Jul CR 10-80K Jan-Jul
TSM Jan-Jul
Outlet
DEALER Kodawari
Performance GR
GR
vs Target RESULT vs Target RESULT Ach RESULT

AGUNG TOYOTA –
DENPASAR
O 95.5% X 88.4% X 75.6% O NOT PASSED

AGUNG TOYOTA – GIANYAR O 100.3% O 80.9% X 62.3% X NOT PASSED

AGUNG TOYOTA – KUTA O 96.8% X 94.2% X 72.6% O NOT PASSED

AGUNG TOYOTA – SINGARAJA O 99.4% X 78.6% X 71.6% O NOT PASSED

AGUNG TOYOTA – TABANAN O 89.4% X 84.6% X 62.3% X NOT PASSED

 Part Sales ([BUY]) CR 10-80K Jan-
TSM CPUS Jan-Jul Outlet
Jan-Jun Jun
DEALER Kodawari Performance
GR GR
vs Target RESULT vs Target RESULT Ach RESULT

KRIDA TOYOTA O 104.8% O 108.6% O 80.8% O PASSED

WIRA BANJAR BARU O 100.2% O 110.1% O 91.5% O PASSED
ANZON PONTIANAK O 101.1% O 267.7% O 40.0% X NOT PASSED
ANZON SAMPIT O 99.2% X 18.8% X 64.5% X NOT PASSED
ANZON SINGKAWANG O 100.8% O 87.2% X 89.6% O NOT PASSED
ANZON SINTANG O 101.1% O 0.0% X 84.9% O NOT PASSED
AUTO NUSA ABADI O 101.9% O 84.1% X 98.2% O NOT PASSED
GRAHA TOYOTA O 104.5% O 83.4% X 52.5% X NOT PASSED
SUMBER HARAPAN O 95.6% X 82.3% X 56.7% X NOT PASSED
WIRA BANJARMASIN O 100.1% O 105.2% O 61.3% X NOT PASSED
WIRA
O 99.6% X 120.5% O 73.5% O NOT PASSED
PALANGKARAYA
 2018 2019 Target Evaluation
DEALER
Score Level Score Level Score Passed
AUTO 2000 - SUDIRMAN 2.95 Practitioner ≥ 3.5 Stable
AUTO 2000 - MT HARYONO 2.91 Practitioner
AUTO 2000 - SAMARINDA 2.85 Practitioner 3.25 O
AUTO 2000 - BANJARMASIN 2.79 Practitioner
AUTO 2000 - GIANYAR 2.65 Practitioner
AUTO 2000 - SINGARAJA 2.65 Practitioner Practitioner
≥ 3.0
AUTO 2000 - BONTANG 2.63 Practitioner Lvl. 2 3.29 O
AUTO 2000 - SANUR 2.63 Practitioner
AUTO 2000 - TABANAN 2.63 Practitioner
AUTO 2000 - DENPASAR 2.52 Practitioner
AUTO 2000 - PONTIANAK 2.51 Practitioner
AUTO 2000 - TENGGARONG
NEW ≥ 2.5 Beginner
AUTO 2000 - SANGATTA 3.21 O

Next Visit Balikpapan Area : 2 – 6 September’19

Next Visit Bali Area : 17 – 20 September’19
Next Visit Bali Area : 23 – 27 September’19
 2018 2019 Target Evaluation
DEALER
Score Level Score Level Score Passed

AGUNG TOYOTA - TABANAN 3.16 Practitioner 3.25 ∆

≥ 3.5 Stable
AGUNG TOYOTA - DENPASAR 3.03 Practitioner

AGUNG TOYOTA - SINGARAJA 2.99 Practitioner

PRACTITIONER
AGUNG TOYOTA - GIANYAR 2.9 Practitioner ≥ 3.0 3.09 O
Lvl.2

AGUNG TOYOTA - KUTA 2.87 Practitioner 3.33 O

Next Visit Agung Denpasar : 26 – 27 Agustus’19

Next Visit Agung Singaraja: 16 – 18 September’19
 2018 2019 Target Evaluation
DEALER
Score Level Score Level Score Passed

WIRA BANJAR BARU 3.02 PRACTITIONER 3.15 O

WIRA PALANGKARAYA 2.88 PRACTITIONER

KRIDA TOYOTA 2.85 PRACTITIONER 3.04 O

WIRA BANJARMASIN 2.71 PRACTITIONER

GRAHA SAMARINDA 2.56 PRACTITIONER 2.95 ∆

≥ 3.0 PRACTITIONER
SUMBER HARAPAN 2.53 PRACTITIONER

ANZON PONTIANAK 2.51 PRACTITIONER

AUTO NUSA ABADI 2.42 BEGINNER

ANZON SINGKAWANG 2.02 BEGINNER 2.51 ∆

ANZON SINTANG 2.02 BEGINNER

ANZON SAMPIT RENOV

Next Visit Kupang : 28 – 29 Agustus’19

Next Visit Sumber Harapan: 18 – 20 September’19
Next Visit Wira Group : 2 – 5 September’19
 Items Weakness Point
1. EM Implementation
2. Self evaluation kodawari (Focus on FIR
Implementation)
GENBA CHECK
3. Strengthen Hansa renkei Monitoring
4. Sustain to conduct Kaizen Activity (Kaizen
Culture)

OC 1. Focus on Database validation (1K & SBE)

CS KPI 2. Increase LT Process
3. NPS

Employee Happiness

1. Customer Retention 1K Same outlet

Dealer KPI 2. Customer Retention 10 – 80K

PLEASE TO CONDUCT REGULAR MONITORING & PDCA CYCLE

 TARGET TARGET TAM
DEALER % Passed %
2019 YTD JULY Evaluation

AUTO2000 5 3 3 100% 3 100%

ANZON TOYOTA 3 1 1 100% 0 0%

WIRA TOYOTA 1 1 1 100% 1 100%

KRIDA TOYOTA 1 1 1 100% 1 100%

AUTO NUSA ABADI 1 - - - - -

 YTD JUNE
NPS
DEALER
JULY
Detractors Passive Promoters NPS

AUTO 2000 - DENPASAR 3% 22% 74% 71% 73%

AUTO 2000 - GIANYAR 0% 33% 67% 67% 60%
AUTO 2000 - SANUR 0% 33% 67% 67% 55%
AUTO 2000 - SINGARAJA 1% 33% 65% 64% 47%
AUTO 2000 - TABANAN 0% 37% 63% 63% 42%
AUTO 2000 - BANJARMASIN 9% 23% 69% 60% 67%
AUTO 2000 - MT HARYONO 3% 33% 63% 60% 70%
AUTO 2000 - SUDIRMAN 5% 35% 61% 56% 62%
AUTO 2000 - BONTANG 3% 38% 59% 56% 63%
AUTO 2000 - SAMARINDA 0% 47% 53% 53% 57%
AUTO 2000 - SANGATTA 1% 49% 50% 49% 60%
AUTO 2000 - PONTIANAK 3% 48% 49% 46% 33%
AUTO 2000 - TENGGARONG 3% 50% 47% 43% 67%
 YTD JUNE
NPS
DEALER
JULY
Detractors Passive Promoters NPS

AGUNG TOYOTA - DENPASAR 2% 41% 57% 54% 67%

AGUNG TOYOTA - GIANYAR 4% 31% 65% 62% 83%

AGUNG TOYOTA - KUTA 2% 29% 69% 67% 73%

AGUNG TOYOTA - SINGARAJA 1% 31% 68% 67% 57%

AGUNG TOYOTA - TABANAN 4% 39% 57% 52% 69%

 YTD JUNE NPS
DEALER
Detractors Passive Promoters NPS JULY

ANZON PONTIANAK 2% 48% 50% 48% 67%

ANZON SAMPIT 1% 39% 60% 59% 57%
ANZON SINGKAWANG 4% 35% 61% 56% 60%
ANZON SINTANG 4% 35% 61% 58% 47%
AUTO NUSA ABADI 3% 36% 60% 57% 45%
GRAHA TOYOTA 1% 26% 73% 72% 87%
KRIDA TOYOTA 6% 22% 72% 67% 47%
SUMBER HARAPAN 2% 49% 49% 47% 57%
WIRA BANJAR BARU 0% 34% 66% 66% 80%
WIRA BANJARMASIN 2% 52% 47% 45% 57%
WIRA PALANGKARAYA 0% 37% 63% 63% 57%
April – July NPS
70%
Promoters = 61%

Passive = 37%
58
% 1

Detractors = 1,9%
2

YTD July
Detractors Passive Promoters
April May June July

1. Change Passive to Promoters with Delight

activity
2. Detractors (Improve Basic Operation & PDCA)
 QUANTITY QUANTITY
DEALER DEALER
JUN YTD JUN JUN YTD JUN
AUTO 2000 - BANJARMASIN 63% 72% AUTO 2000 - PONTIANAK 12% 24%
AUTO 2000 - SANUR 66% 67% AUTO 2000 - TABANAN 24% 22%
ANZON TOYOTA SAMPIT 90% 66% AGUNG TOYOTA - TABANAN 12% 18%
AUTO 2000 - GIANYAR 54% 61% ANZON SINGKAWANG 18% 11%
AUTO 2000 - SANGATTA 17% 49% KRIDA TOYOTA 14% 10%
AGUNG TOYOTA - KUTA 49% 47% GRAHA TOYOTA 5% 5%
AGUNG TOYOTA - SINGARAJA 44% 47% WIRA PALANGKARAYA 3% 4%
AGUNG TOYOTA - GIANYAR 35% 46% AUTO NUSA ABADI 2% 2%
AUTO 2000 - SINGARAJA 35% 45% ANZON TOYOTA SINTANG 11% 2%
AUTO 2000 - SUDIRMAN 21% 43% ANZON TOYOTA PONTIANAK 4% 1%
AGUNG TOYOTA - DENPASAR 28% 38% WIRA BANJARMASIN 2% 0%
AUTO 2000 - DENPASAR 48% 35% WIRA BANJAR BARU 1% 0%
AUTO 2000 - SAMARINDA 30% 32% AUTO 2000 - MT HARYONO 3% 0%
AUTO 2000 - BONTANG 25% 32% SUMBER HARAPAN TARAKAN 1% 0%
 VOC utilization
! (quantity & quality)
as bonus point of Toyota
Award

Request to Dealer:
1. Ensure collection of VOC in branch
2. Ensure quality of VOC
3. Utilize VOC as source of Kaizen activity
 Requirement : Quantity = 70%, Quality = 50%

1. Best VoC Utilization 2. 2nd Best VoC Utilization

2 Pcs 2 Pcs

The Winner : The Winner :

1. A2000 BANJARMASIN 1. A2000 GIANYAR
2. A2000 SANUR 2. ANZON SAMPIT
A. Objective & Area Classification

Participation Rate 100% in 2019

Theme: based on each outlet needs and
confirmed by Voice of Customer.

Area

1 DKI 1 (North-East-Central Jakarta, Bogor, Depok, Bekasi)

2 DKI 2 (West-South Jakarta, Tangerang, Banten)
3 West Java, Central Java, DIY
4 East Java, Bali, NTB & NTT
5 Sumatra
6 Kalimantan & East Indonesia
B. Awarding Category

1. Outlet Kaizen 2. Small Group Activity

Kaizen in whole outlet, 1 theme (SGA) Kaizen
per outlet 1 theme per SGA
Category Winners Category Winners
Winners :
Winners :
Most Improved 6 area winners (1/area) SGA
2 national winners
1 national winner
Winners :
Best Kaizen 6 area winners (1/area) 3. Recognition for Kaizen
1 national winner Leaders
Winners :
Best Innovation 1 KL per outlet
2 national winners

Category Winners

Kaizen Leader Winners :

Recognition 1 national winners
C. Schedule
Announcement NKIM 2019
letter
Paper selection RKIM Jury Genba

2019
Jul Aug Sep Oct Nov Dec
29 July 2019
19 August 2019 Inline with Regional
Material Submission Contest in each Area
(NMD)

5 August 2019
Jabodetabek 13-15 Sep

Tema Jabar, Jateng, DIY 20-22 Sep

Submission
Jatim & Balnus 07 Oct

Sumatera 10 Oct

Kalindo 17 Oct
 On : TSM Kodawari 2019 TSM FIR
1. TSM Kodawari Asset & Staff Item 1. Continue TSM Kodawari Operation
2. TSM Kodawari Operation Item
(Focus for Customer Request &
• Manage Booking service & Diagnosis prcs.
• Reception Delivery Process & FIR Customer complain)
Implementation 2. [New] Monitoring & Evaluation
1. Gate 1 : 100% of the customer's votes received at Complaint Handling activity
WO become clear job instructions. Confirm the 3. [New] Dealer must have Recurrence
problem effectively
2. Gate 2 : Ensuring 100% of the work is done Preventive Activity, not only invite cust
accordingly job request & Instructions Ensuring the to RTJ.
quality of work results 4. [New] Manage KPI (FIR, RTJ & service
3. Gate 3 : Ensuring the quality of vehicle cleanliness
after service. Educating customers regarding Wash complaint cases.
quality. Getting customer expectations 5. Safety Item & 4S
4. Difficult Handling Case: 6. [New] Environment & ECO Dealership
• PSFU Activity :

FIR MILESTONE
FIR PILOT PROJECT FIR IMPLEMENTATION ALL DLRs
Sept Oct – Dec 2019 2020

DEALER 1st Eva (May’19) 2nd Eva (Aug’19)

Piloting A2000 Alam Sutra Score  57% 93%
Project
Plaza Toyota Bandung Score  30% 87%
2019 Customer Retention KPI
Unit SBE total n
1. CRt total
Potensi SBE n

Next : Ensure Customer Same outlet Came to dealers

To strengthen & ensure consistency of Hansa
Renkei activity at branch

Aug ‘19 onwards

 Menjawab tantangan Toyota Environmental Challanger terkait
pengurangan gas Co2 melalui pembangunan struktur
environmental management di cabang

Items DERAP ECO DEALERSHIP

1. Ketersediaan PIC Lingkungan
2. Kepatuhan terhadap Hukum
Scope
3. Penanganan Limbah Berbahaya
Pekerjaan
4. Penanganan Limbah Air Buangan
5. Penanganan CFC/HCF yang tepat
Cabang Melakukan evaluasi secara
Montoring &
mandiri dan di kirimkan setiap 6
Evaluasi
bulan ke TAM
1. Ketersediaan PIC Lingkungan + Monitoring Evaluasi
Aktivitas Eco-Dealership [Additional]
2. Aktivitas untuk Meminimalisasi Resiko Kerusakan
Lingkungan (Gabungan DERAP no 2 - 5)
3. Aktivitas Improvement pada pengelolaan lingkungan
dealer [New]
4. Aktivitas Kegiatan Lingkungan dengan
Pelanggan/Masyarakat. [New]
1. Cabang melakukan evaluasi regular secara mandiri
2. TAM akan melakukan evaluasi ketika melakukan
Outlet Classification (1x/tahun)
3. Cabang mengirimkan Informasi terkait penggunaan
listrik (KWh), Air (M3), dan Sampah (Kg) di dalam
laporan bulanan ke TAM

Due date 22 Agustus 2019, Cabang mengirimkan hasil evaluasi 2019

Aug ‘19 onwards
STARTING ON JULY’19