service excellence
DESCRIPTION
service excellenceTRANSCRIPT
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ICTICTMENUJU SERVICE EXCELLENCEMENUJU SERVICE EXCELLENCEICTICTMENUJU SERVICE EXCELLENCEMENUJU SERVICE EXCELLENCE
CONFIDENTIAL AND PROPRIETARYAny use of this material without specific permission of PT Pertamina EP is strictly prohibited
Saptawati Iriani – UD&TS ManagerJakarta, Maret 2014
Bangkitkan Energi Negeri
Lingkup Pekerjaan ICT
Footer Page Number
Cita-cita
Pelayanan yang sangat baik
Pelayanan terbaik
Definisi Service Excellence
Tujuh Strategi Menuju Service Excellence
Source : Catherine DeVrye (1997)
Membangun Service Excellence
Parameter : Customer Satisfaction
Customer Satisfaction
KINERJA HARAPAN
Tingkat perasaan customer setelah membandingkan kinerja (hasil) dengan harapan
Kunci : mengenali customer
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Harapan Customer
Quote
If you make customers unhappy in the physical world, they might each tell 6 friends.If you make customers unhappy on the Internet, they can each tell 6,000 friends.(Jeff Bezos)
Customers don’t expect you to be perfect.They do expect you to fix things when they go wrong.(Donald Porter)
Spirit
If you make customers unhappy in the physical world, they might each tell 6 friends.If you make customers unhappy on the Internet, they can each tell 6,000 friends.(Jeff Bezos)To my customer,I may not have the answer, but I’ll find it.I may not have the time, but I’ll make it.(Unknown)
WE ARE TEAM
Coming together is beginningKeeping together is process
Working together is S U C C E S S(Henry Ford)
• Jadikan kerja kita sebagai ibadah
• Bekerja dengan ikhlas dan cerdas
• Memberikan kinerja / layanan terbaik
karena sebaik-baik manusia adalah yang paling
bermanfaat
• Saling menolong dalam kebaikan
Reminder….agar tidak sia-sia perjalanan kita
TERIMATERIMA KASIHKASIH