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Members: 1.Markus Hartono [ 122071080 ] 2.Theresia Lola [ 12208118 ] 3.Tulus Basuki [ 122080122 ] 4.Kristian Wahyu [ 122080067 ]

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Presentasi berjudul: "Members: 1.Markus Hartono [ 122071080 ] 2.Theresia Lola [ 12208118 ] 3.Tulus Basuki [ 122080122 ] 4.Kristian Wahyu [ 122080067 ]"— Transcript presentasi:

1 Members: 1.Markus Hartono [ ] 2.Theresia Lola [ ] 3.Tulus Basuki [ ] 4.Kristian Wahyu [ ]

2 PT Mobile-8 Telecom,Tbk Confidential STRATEGIC PARTNER Mobile-8 is owned by reputable shareholders with world-class experience and expertise who have the ability to provide significant strategic contributions to the company’s business growth: 1. Bimantara Group, through MNC with its three leading national television stations, print media and radio networks, is able to provide media and various rich content library to support the company’s growth. 2. Korean Telecom Freetel Co Limited (KTF Korea), as the second largest CDMA operator in South Korea, KTF has major contribution in transferring technology to ensure international product and service standard quality. 3. Qualcomm Incorporated, USA, the inventor and pioneer of CDMA and other wireless technologies, provides active support for the latest CDMA technology implementation and development. 4. Asia Link, a subsidiary of First Pacific Company Ltd., Hong Kong, is a majority shareholder in the Philippine Long Distance Telephone Company (PLDT) and SMART, the largest cellular operator in the Philippines. 5. PT. Media Nusantara Citra (MNC), a strategic partner of Mobile-8, is the largest and the only integrated multimedia group in Indonesia with a significant number of hours of programs in their content library. MNC’s popular local multimedia content will help secure the success of Mobile-8’s value-added services deployment. 6. TV MOBI, is an example of our strategic value added service which aims to fulfill the demand for high-quality and widevariety of multimedia contents. The key success factor for value added services is content. Based on AGB Media Research data, Indonesians favor local content over non-local content, and MNC’s local content has consistently been ranked in the 20 favorite programs by Indonesian television viewers.

3 PT Mobile-8 Telecom,Tbk Confidential VISION & MISSION VISION To be the ‘Operator of Choice’ by exceeding our customer’s expectations with a focus on efficiency and connection with their dynamic, creative, practical and highly mobile lifestyles. MISSION To maximize value for our stakeholders with continued innovation and strong corporate governance. TARGET MARKET We provide every Indonesian with high quality and great value voice and data services. We have specially created products to suit customer needs and lifestyle, whether they are using the cellular phone for the first time, a teenager, a young professional or mobile executive.

4 PT Mobile-8 Telecom,Tbk Confidential NEW MOBILE-8 VALUES

5 PT Mobile-8 Telecom,Tbk Confidential CUSTOMERS CYCLES EXTERNAL [END USER] INTERMEDIATE 1.Supplier 2. Logistics 3. Dealer 4. Distributors 5. Outlets INTERNAL 1.Billing System 2.Network 3.IT 4.Purchasing 5.Marketing 6.Sales 7.Finance 8.etc

6 PT Mobile-8 Telecom,Tbk Confidential MSC : Mobile Switching Center PSTN : Public Switching Telephone Network ISDN : Integrated Service Digital Network PDN : Public Data Network PLMN : Public Land Mobile Network CELLULAR TELECOMMUNICATION AT GLANCE [1]

7 PT Mobile-8 Telecom,Tbk Confidential Base Transceiver Station CELLULAR TELECOMMUNICATION AT GLANCE [2]

8 CUSTOMER PREFRENCE [ according to NIELSEN ]

9 Izin Seluler Izin FWA 2 keuntungan yang tergabung, yaitu mobilitas bebas roaming dan tarif lokal yang hemat Aktif Dua-Duanya (Dual Active) & Single account Fren Duo Core Values Nomor Utama (Seluler) Nomor sekunder (FWA) Paired/ Gabung CDMA X

10 Seluler FWA (Fixed Wireless Access) CDMA GSM ? Untapped Position/Pasar yang belum tergarap

11 Tariff Fren Duo Menelepon Murah Ditelepon Murah

12 Keuntungan bagi pelanggan Mendapatkan layanan seluler yang mobilitas penuh dengan tariff lokal yang sangat hemat Tidak perlu menggunakan hape Dual Mode yang mahal untuk mendapatkan dual active. Tidak repot, cukup menjaga 1 account Mempunyai seluler yang ditelpon murah bila sedang roaming. Menelpon ke sesama Fren dan hepi Se-Indonesia gratis (isi ulang min. 10K) dan tarif data sangat murah Rp. 1/kb.

13 PT Mobile-8 Telecom,Tbk Confidential S-W-O-T ANALYSIS STRENGTH Cellular Nationwide License International Roaming Cheap FWA Tariff Subsidiary of Biggest Multi Media Group Nationwide Coverage WEAKNESS Poor Marketing Communication OPPORTUNITY GSM closest competitor=> VA Cheap Tariff The Only International Roaming Capable CDMA THREAT Hard Market Penetration Smaller Market Share Lower RGU [ Revenue Generator Usage ]

14 PT Mobile-8 Telecom,Tbk Confidential To be the top 3 customer service amongst telecommunication provider in terms of service and process by expand the service delivery channel given to the customer whilst at the other hand offer above standard of quality service and at the same time support sales distribution and channel MOBILE-8 CUSTOMER SERVICE PHILOSOPHY

15 PT Mobile-8 Telecom,Tbk Confidential SIX ASPECTS OF MOBILE-8 CUSTOMER SERVICE STRATEGY PHILOSOPHY INFRASTRUCTURE TECHNOLOGY Building Mobile-8 Customer Care SYSTEM OPERATION PEOPLE

16 PT Mobile-8 Telecom,Tbk Confidential Walk In Call ,SMS Corporate PIC Fax CP Front line Call Center Operational Support NOC Issu e Feedbac k Technical Dept Finance Dept Operational Support Process Operational Support Technical Non Technical Finance Marketing & Sales Hard Complaint Some Request Categories TT Closed Satisfy Unsatisfied Submit Transfer Feedback Re-process If SLA is not met or there is no actions within specified date, system will sent alert to SPV & Mgr. SPV can assign the TT to other staff. Receded / Return TROUBLE TICKET BUSINESS PROCESS

17 PERATURAN MENTERI KOMUNIKASI DAN INFORMATIKA Nomor : 12/PER/M.KOMINFO/04/2008, Tanggal : 21 April FORMAT LAPORAN PENCAPAIAN STANDAR KUALITAS PELAYANAN JASA TELEPONI DASAR PADA JARINGAN BERGERAK SELULAR NoKinerja LayananParameterTolok Ukur Nilai Jan – Des Tahun: 1.Standar Kinerja TagihanProsentase keluhan atas akurasi tagihan dalam satu bulan ≤5% Prosentase penyelesaian keluhan atas akurasi tagihan yang diselesaikan dalam 15 hari kerja ≥90% Prosentase penyelesaian keluhan atas akurasi charging pra bayar yang diselesaikan dalam 15 hari kerja ≥90% 2Standar Pemenuhan Permohonan Aktivasi Prosentase pemenuhan permohonan aktivasi pasca bayar dalam waktu 5 hari kerja ≥90% Prosentase pemenuhan permohonan aktivasi pra bayar dalam waktu 24 jam ≥98% 3Standar Penanganan Keluhan Umum Pelanggan Prosentase penanganan keluhan umum pelanggan yang ditanggapi dalam periode 12 bulan ≥85% 4Standar Tingkat Laporan Gangguan Layanan jumlah laporan gangguan layanan untuk setiap 1000 pelanggan ≤50% 5Standar Service Level Call Center Layanan Pelanggan Prosentasi jawaban operator Call Center terhadap panggilan pelanggan dalam 30 detik ≥75% INDONESIA’S QUALITY OF SERVICE [ BRTI ]

18 PT Mobile-8 Telecom,Tbk Confidential INDONESIA’S QUALITY OF SERVICE [ BRTI ] NoKinerja JaringanParameterTolok Ukur Nilai Jan – Des Tahun: 1.Standar Endpoint Service ≥ 90% Availability Prosentase Jumlah panggilan yang tidakmengalami dropped calldan blocked cal ≥ 90% Prosentase dropped call≤5% 2Standar Kinerja Layanan Pesan Singkat Prosentase jumlah pesan singkat yang berhasil dikirim dengan interval waktu antara pengiriman dan penerimaannya tidak lebih dari 3 menit ≥ 75% (tempat) ,.....(tanggal dan bulan)....., TTD di atas Materai Rp. 6000,- DIREKTUR PT Ditetapkan : JAKARTA Pada tanggal : 21 April MENTERI KOMUNIKASI DAN INFORMATIKA, TTD MOHAMMAD NUH FORMAT LAPORAN PENCAPAIAN STANDAR KUALITAS PELAYANAN JASA TELEPONI DASAR PADA JARINGAN BERGERAK SELULAR

19 PT. Mobile-8 Telecom, TBK Laporan Quality of Service - QoS Pada Jasa Teleponi Dasar pada Jaringan Bergerak Selular NoKinerja LayananParameterTolok Ukur Nilai Jan – Maret Tahun: Standar Kinerja TagihanProsentase keluhan atas akurasi tagihan dalam satu bulan ≤ 5%0.06 % Prosentase penyelesaian keluhan atas akurasi tagihan yang diselesaikan dalam 15 hari kerja ≥ 90%94.29 % Prosentase penyelesaian keluhan atas akurasi charging pra bayar yang diselesaikan dalam 15 hari kerja ≥ 90% 94.79% 2Standar Pemenuhan Permohonan Aktivasi Prosentase pemenuhan permohonan aktivasi pasca bayar dalam waktu 5 hari kerja ≥ 90% 99.94% Prosentase pemenuhan permohonan aktivasi pra bayar dalam waktu 24 jam ≥ 98% 100% 3Standar Penanganan Keluhan Umum Pelanggan Prosentase penanganan keluhan umum pelanggan yang ditanggapi dalam periode 12 bulan ≥ 85% 97.97% 4Standar Tingkat Laporan Gangguan Layanan jumlah laporan gangguan layanan untuk setiap 1000 pelanggan ≤ 50% 5.02 % 5Standar Service Level Call Center Layanan Pelanggan Prosentasi jawaban operator Call Center terhadap panggilan pelanggan dalam 30 detik ≥ 75% 90.01% INDONESIA’S QUALITY OF SERVICE [ BRTI ]

20 PT Mobile-8 Telecom,Tbk Confidential INDONESIA’S QUALITY OF SERVICE [ BRTI ] NoKinerja JaringanParameterTolok Ukur Nilai Jan – maret Tahun: Standar Endpoint Service ≥ 90% Availability Prosentase Jumlah panggilan yang tidakmengalami dropped call dan blocked call ≥ 90% 98.36% Prosentase dropped call ≤ 5% 0.22% 2Standar Kinerja Layanan Pesan Singkat Prosentase jumlah pesan singkat yang berhasil dikirim dengan interval waktu antara pengiriman dan penerimaannya tidak lebih dari 3 menit ≥ 75% 100% (tempat) ,.....(tanggal dan bulan)....., TTD di atas Materai Rp. 6000,- DIREKTUR PT Ditetapkan : JAKARTA Pada tanggal : 21 April MENTERI KOMUNIKASI DAN INFORMATIKA, TTD MOHAMMAD NUH FORMAT LAPORAN PENCAPAIAN STANDAR KUALITAS PELAYANAN JASA TELEPONI DASAR PADA JARINGAN BERGERAK SELULAR

21 PT Mobile-8 Telecom,Tbk Confidential INDONESIA’S QUALITY OF SERVICE [ BRTI ]

22 PT Mobile-8 Telecom,Tbk Confidential CS REPORT [5 Weekly Big Complaints] Subyek Belu m selesa i selesaiTotalKeteranganPIC SMS content problem Sulit Unregistrasi sms content - Sudah berhenti Unreg, tetap masih terkirim sms content - Tidak merasa melakukan registrasi tetapi selalu terkirimi sms content - Ket: beberapa pelanggan minta dikembalikan pulsanya & beberapa pelanggan lupa format Unreg OS Promo Iklan tidak sesuai dengan produk/paket Sulit reg BES Hepi - Belum mendapat ringgo gratis dari Nidji "sahabat" & Sindencosta (perdana Fren Sobat) - Belum mendapat bonus pulsa 50% - Tiadak mendapat bonpul 800K untuk COS 34_Cos 36 - Paket Mobi pantech px 500 tidak mendapt bonus 1G-nya OS Tidak Terima Tagihan Pelanggan belum menerima tagihan & menginformasikan kembali alamat tagihannya - Pelanggan minta di kirim ulang tagihannya FOS RingGo (MRBT) Ringgo masih aktif, namun ringgo tidak terdengar (hanya nada sambung: tut...tut..tut) - Belum mendapat ringgo gratis dari Nidji "sahabat" & Sindencosta (perdana Fren Sobat) - Sulit untuk reg ringgo OS Weak Signal Annc: suara terputus - putus & agak sulit melakukan og/call (sinyal antara 0 - 2) - Lokasi A# berada di sutorejo utara no 19 surabaya, Kel/Kec.balung Kab.Jember, jepara taman siswa,batik alis/pekalongan, jl panglima sudirman kelurahan kenayakan tul, jl.lawu kec.mojoroto-kediri, RT KEL kuwiran kec beran kulon boyolali, JL. NUSA DUA KEL jIMBARAN KEC JIMBARAN BALI, jl.solo boyolali kec.banyudono boyolali, perumahan laguna no d2 no 2batu aji sekupang batam & KEBON AGUNG JL. SEMARNG PURWODADI DS. MEGONTEN DMA NetworkQuality


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