Service Quality Program

Theme Service Quality

“ ___________”
 Service Quality Program
Program Activities PIC
1. Morning Talk in Branch Sec Head in Branch
2. Training 7 Habit for Effectively HR Training
Awareness Program People (front liner)
3. Refreshment Training YES WE Sec Head in Branch
CARE !! In branches by Sec Head
1. Service Guidance HR Training
(Socialization)
System to Implementation 2. Business Etiquette Guidance HR Training
SQ (Socialization)
3. Strategic SQM in 9 Areas align
with ADFM Service Quality Theme
1. Today Adira’s Service (Board SQ Tim and HR
Service) Training
2. Service Quality Award
Role Model 3. Best Branch CSI (Internal
Assessment)
4. Campaign Service Quality
Theme
 STAGE ACTIVITIES PIC OUTCOMES REMARK

Mengidentifikasi
indikator yang
1. Weak Poin CSI
1. Analysis Customer terlemah dari hasil
branches by Area
Satisfaction Index (CSI) audit CSI. Hasil
2. Characteristic
a. Identification weak 1. SQ Team Identifikasi dibagi
Customer by Area
Aspect 2. Training Dev berdasarkan Area
3. Priorities
b. Mapping Customer dan Cabang.
Improvement CSI
Characteristic by Areas Rekomendasi
Aspect
prioritas perbaikan
aspek CSI
2. Set up Corporate
Theme Konsolidasi program
Preparation 1. Categories Branch
a. Screening and Review SQ dicabang dan
Stage 1. SQ Team SQ Program
All SQ Program penentuan SQM
2. Corporate SQM
b. Create Corporate Corporate
SQM
Lounching Tema
Service Quality
Adira kepada
seluruh cabang
3. Louncing Corporate 1. Lounching SQ
1. SQ Team sebagai panduan
Theme Theme
pelayanan dan
 STAGE ACTIVITIES PIC OUTCOMES REMARK

Setiap Jumat
diminggu pertama,
1. CARE Values
BM dan atau Sec
2. ADIRA TOP
1. Branch Head di cabang
3. Experiencental
1. Morning Talk Program 2. Area memberikan
Sharing
3. SQ team sharing, story
4. Storytelling
telling, motivasi
Values
terkait Pelayanan
kepada customer
Awareness
1. SQ Team 1. Training 7 Habit Pemberian pelatihan
Stage 2. 7 Habit for Effectively
2. Area to all front liners at 7 habit kepada front
People (Front Liners)
3. Training Dev branches liners dicabang
Pemberian pelatihan
refresh kepada Sec
1. Refresment
1. SQ Team Head di cabang dan
3. Refreshment Training Training "Yes We
2. Area pemberian pelatihan
"YES WE CARE !!!" Care" to front liners
3. Training Dev Yes We Care kepada
by Sec Head
front liners oleh Sec
Head
 STAGE ACTIVITIES PIC OUTCOMES REMARK

Penyusunan buku
1. Guidance Book,
panduan pelayanan
How to Service
1. SQ Team kepada pelanggan,
1. Service Guidance customer
2. Training Dev dan disosialisasikan
2. Socialization
kepada seluruh
Guidance Book
cabang
Penyusunan buku
1. Guidance Book, panduan etika bisnis
Etiquette of Adira dan berinteraksi
2. Business Etiquette 1. SQ Team
People karyawan adira, dan
Guidance 2. Training Dev
2. Socialization disosialisasikan
Guidance Book kepada seluruh
Development cabang serta HO
Stage Sosialisasi dan
kampanye terkait
1. Offline and online
3. Campaign Service service quality
1. SQ Team Campaign Service
Quality melalui media
Quality
online dan offline
Adira
Hari dimana Board
1. Board of Adira as of Management
Role Model Service memberikan
1. SQ Team
4. Today Adira's Service Quality pelayanan kepada
2. Training Dev
2. Committment pelanggan internal
STAGE ACTIVITIES PIC OUTCOMES REMARK

1. Best Employee in
Branch
Pemberian
a. Best Handling
penghargaan dan
Telephone
apresiasi kepada
b. Best CMO
karyawan yang telah
c. Best CRO
menunjukkan
1. SQ Team 2. Best Branch for
1. Service Quality Award keseriusan dan dalam
2. Area CSI
menerapkan nilai-
3. Best Branch
nilai perusahaan dan
4. Best Regional
pelayanan yang
5. Best Branch's CS
berkualitas kepada
Program
pelanggan
6. Best of the best
Review Branch
Stage Pelaksanaan
assesment di cabang
untuk memprediksi
angka CSI masing-
1. SQ Team 1. CSI Regional
2. Branch Assessment masing cabang
2. Area 2. CSI Branches
sehingga dapat
dijadikan acuan
dalam penyusunan
program perbaikan
Kunjugan ke cabang
1. Operational
3. Genba and Mistery oleh manangement
1. SQ Team Branches inline with
 STAGE ACTIVITIES PIC OUTCOMES REMARK

Sosialisasi dan
kampanye terkait
1. Offline and online
1. Campaign Service service quality
1. SQ Team Campaign Service
Quality melalui media
Quality
online dan offline
Adira
Hari dimana Board
1. Board of Adira as of Management
Role Model Service memberikan
1. SQ Team
2. Today Adira's Service Quality pelayanan kepada
2. Training Dev
Optimizing 2. Committment pelanggan internal
Stage from Management dan eksternal
[perusahaan)
Mengumpulkan
customer Adira dan
melakukan kegiatan
hiburan dan
3. Customer Day 1. SQ Team 1. CSI Increase pendidikan. (ex :
lomba untuk anak-
anak, bakti sosial,
bazar, pementasan
seni dan musik, dll)