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LATAR BELAKANG
• Tatanan Ekonomi Global maupun Nasional Telah Berubah • Perlu Ukuran Keberhasilan Usaha
Ir. Erlinda Muslim, MEE
• Sistem Ekonomi Pasar Menggantikan Sistem Ekonomi Produksi • Peran Kelas Menengah Makin Menonjol • Globalisasi Ekonomi
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CIRI-CIRI PASAR DALAM TATANAN EKONOMI BARU • Dinamik – Berubah Dengan Cepat dan Sukar Diprediksikan • Permintaan Pasar Makin Beraneka Ragam • Ruang Lingkup Makin Mendunia
Ir. Erlinda Muslim, MEE
• Produk dan Jasa Makin Menyatu • Segmentasi Pasar Makin Mengabur
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Ir. Erlinda Muslim, MEE
DAMPAK DARI PERUBAHAN TATANAN EKONOMI
• • • • • • • • • • •
Perubahan pada Pola Bisnis Perubahan pada Ukuran Keberhasilan Perubahan pada Struktur Organisasi Perubahan pada Sumber Kekuasaan Perubahan dari Peran Manusia di Tempat Kerja Perubahan Peran Teknologi Perubahan dari Fungsi Informasi Perubahan dari Rancangan Kerja Perubahan pada Persepsi Orang Tentang Waktu, Ruang dan Materi Peningkatan Orde Kebutuhan Masyarakat Perubahan pada Sumber Keunggulan Bisnis
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KONDISI LINGKUNGAN BISNIS MENJELANG ABAD 21
• Keterbatasan Sumber Daya Makin Dirasakan • Teknologi Berkembang dengan Laju Makin Tingggi
Ir. Erlinda Muslim, MEE
• Tuntutan akan Pelestarian Lingkungan Menjadi Makin Intensif • Timbul Pasaran Regional yang Besar • Muncul Negara-Negara Industri Baru • Etika Bisnis Makin Menentukan Keberhasilan Usaha 5
Ideologi
Politik Sosial
Informasi UNIT INDUSTRI
Ir. Erlinda Muslim, MEE
Dan lain-lain Budaya
Ekonomi
Teknologi 6
IDEOLOGI
MANAJEMEN & INFORMASI
INFORMASI
INPUT BAHAN
Ir. Erlinda Muslim, MEE
D.L.L
POLITIK
UNIT PROSES PRODUKSI
SOSIAL
OUTPUT PRODUK
ENERGI KERJA MODAL TANAH
BUDAYA
EKONOMI
TEKNOLOGI 7
Key Operating Objectives Untuk Mencapai Daya Saing
Ir. Erlinda Muslim, MEE
MEMBERI KEPADA TIAP PELANGGAN • Barang dan Jasa Berkualitas Tinggi • Harga Rendah • Waktu Menunggu Singkat • Respons Fleksibel Terhadap Kebutuhan Individual q kecil Dicapai apabila perusahaan mampu memenuhi standar produk dan jasa Q BESAR Menyediakan produk dan jasa yang memenuhi semua keinginan pelanggan saat terjadi transaksi 8
THE JOINER TRIANGLE QUALITY
SCIENTIFIC APPROACH
ALL ONE TEAM
Ir. Erlinda Muslim, MEE
QUALITY Ditentukan Pelanggan – Harus Merupakan Fokus Baru SCIENTIFIC APPROACH Pendekatan Data-Base Untuk Mempelajari Proses – Strategi Yang Mengarah Pada Peningkatan Fundamental Yang Abadi ALL ONE TEAM Karyawan Bekerja Bersama – “SEMUA MERUPAKAN SATU TIM” 9 Belajar Menerapkan Prinsip-Prinsip Ini
PIRAMIDA TERBALIK BENTUK ORGANISASI MASA DEPAN CUSTOMERS & CLIENS
Yang Berhak Menerima Karya Akhir Perusahaan
Melayani TEAM MEMBERS
Melakukan Pekerjaan Yang Langsung Mempengaruhi Kepuasan Pelanggan/Klien
Ir. Erlinda Muslim, MEE
Mendukung TEAM LEADERS & TEAM MANAGERS Membantu Anggota Melakukan Pekerjaan Dan Memecahkan Masalah
Mendukung TOP MANAGERS
Menetapkan Tujuan Dan Keseluruhan Arah Organisasi
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VALUE CHAIN ACTIVITIES
SUPORTING ACTIVITIES
Firm Infrastructure Human Resources Management Technology Development
MARGIN
Services
Marketing & Sales
Logistic
Outbound
Engineering & Operations Maintenance
Inbound Logistic
Ir. Erlinda Muslim, MEE
Procurement
PRIMARY ACTIVITIES
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VALUE CHAIN ACTIVITIES
Ir. Erlinda Muslim, MEE
PRIMARY ACTIVITIES Inbound logistic. Aktivitas yang berhubungan dengan penerimaan, penyimpanan, penyebaran input pada produk (seperti material handling, inventory control, vehicle scheduling dan kembali pada supplier) Operations. Aktivitas yang berhubungan trasfer input menjadi output Outbound logistic. Mengumpulkan dan mendistribusikan produk pada pembeli (penyimpanan barang jadi, order process) Marketing and sales. Aktivitas yang dimaksudkan agar customer melakukan pembelian terhadap suatu produk Service. Aktivitas yang berhubungan dengan tersedianya pelayanan untuk meningkatkan atau mempertahankan value dari produk 12
VALUE CHAIN ACTIVITIES
Ir. Erlinda Muslim, MEE
SUPPORT ACTIVITIES Procurement. Aktivitas yang mendukung untuk pengadaan yang berhubungan dengan fungsi pembelian untuk input yang digunakan dalam value chain perusahaan Technology Development. Setiap value activity melibatkan teknologi, know-how atau menambahkan teknologi dalam proses, mengkombinasikan subteknologi yang berbeda yang melibatkan berbagai disiplin ilmu Human Resources Management. Terdiri dari aktivitas-aktivitas yang terlibat dalam prekrutan, pelatihan, pengembangan dan kompensasi untuk semua personil Firm infrastructure. Terdiri dari sejumlah aktivitas yang termasuk general maangement, planning, finance, accounting, legal, government affair dan quality management 13
SIKLUS GANDA KEUNTUNGAN DARI TEKNOLOGI PRODUKTIF YANG UNGGUL
GAJI & UPAH MEMBAIK TERUS
SUKSES GLOBALISASI MENERUS
KONTRIBUSI PAJAK KEPADA PEMERINTAH NAIK
PANGSA PASAR NAIK & KEUNTUNGAN PUN NAIK SEMANGAT PRODUKTIF NAIK TERUS MENANG PERSAINGAN DENGAN PRODUKSTIVITAS YANG TINGGI
Ir. Erlinda Muslim, MEE
PENDIDIKAN & LATIHAN BERTAMBAH
TINGKAT PROFESIONALISM NAIK TERUS
PROSES TRANSFORMASI NILAI TAMBAH YANG LEBH KOMPETITIF
PROSES YANG KOMPETITIF : •PRODUKSI •PEMASARAN •PEMBIAYAAN •R&D •MANAJEMEN
ASET YANG KOMPETITIF : •MANUSIA •INSTALASI •INFRASTRUK. •DANA •ORG. & MGT.
PEMBIAYAAN DIP & DIK YANG MAKIN MANTAP
IKLIM USAHA LEBIH BAIK
INSTITUSI & PRASARANA PENDUKUNG YANG LEBIH BAIK
STRATEGI KOMPETITIF NASIONAL INDONESIA
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DAMPAK PENINGKATAN IPTEK PADA STRUKTUR BIAYA 100%
100% ONGKOS TAK LANGSUNG
NAIK
ONGKOS TAK LANGSUNG
BERAKIBAT
BURUH LANGSUNG NAIK BURUH LANGSUNG
Ir. Erlinda Muslim, MEE
BAHAN LANGSUNG
TURUN
TRADISIONAL
STRUKTUR BIAYA MENGALAMI PERUBAHAN
BAHAN LANGSUNG
MODERN
KONTRIBUSI BURUH LANGSUNG & BURUH TAK LANGSUNG NAIK KARENA KADAR IPTEK PADA MEREKA TELAH MENINGKAT
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INTERAKSI DINAMIS KOMPONEN-KOMPONEN TEKNOLOGI : • .HUMANWARE : PERSON-EMBODIED TECHNOLOGY
Ir. Erlinda Muslim, MEE
• . TECHNOWARE: OBJECT-EMBODIED TECHNOLOGY • . INFOWARE
: DOCUMENT-EMBODIED TECHNOLOGY
• . ORGAWARE
: INSTITUTION-EMBODIED TECHNOLOGY
KETIDAKHADIRAN SALAH SATU KOMPONEN MENYEBABKAN SISTEM TIDAK BERJALAN !!!
SUMBER : PARIPTEK-APCTT, MARCH 1987. INTERIM REPORT ON TECHNOLOGY ATLAS 16
STEPWISE INCREASING LEVELS OF SOPHISTICATION OF TECHNOLOGY COMPONENTS INNOVATING ABILITIES IMPROVING ABILITIES ADAPTING ABILITIES REPRODUCING ABILITIES REPAIRING ABILITIES SETTING ABILITIES
Ir. Erlinda Muslim, MEE
OPERATING ABILITIES
INTEGRATED FACILITIES COMPUTERIZED MACHINES AUTOMATIC MACHINES SPECIFIC PURPOSE MACHINES GENERAL PURPOSE MACHINES POWERED EQUIPMENT MANUAL TOOLS
HUMANWARE
TECHNOWARE
ORGAWARE
INFOWARE
INDIVIDUAL LINKAGE COLLECTIVE LINKAGE DEPARTMENTAL LINKAGE ENTERPRISE LINKAGE INDUSTRIAL LINKAGE NATIONAL LINKAGE GLOBAL LINKAGE
FAMILIARIZING FACTS DESCRIBING FACTS SPECIFYING FACTS UTILIZING FACTS COMPREHENDING FACTS GENERALIZING FACTS ASSESSING FACTS
SUMBER : PARIPTEK-APCTT, MARCH 1987. INTERIM REPORT ON TECHNOLOGY ATLAS
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PERSEPSI LIPI-ESCAP TENTANG TEKNOLOGI YANG ADA PADA DIRI MANUSIA K - S - A - A K
S
Ir. Erlinda Muslim, MEE
A
A
=
KNOWLEDGE, PENGETAHUAN
•
Pengetahuan yang tertanam pada diri manusia yang terdiri atas matematika, ilmu sosial, ilmu alam, dan teknologi-manajemen.
=
SKILL, KETERAMPILAN
•
Keterampilan dalam penggunaan pengetahuannya, aktivitas fisik, bergaul dan memimpin
=
ATTITUDE, SIKAP
•
Bersikap terhadap pekerjaan, organisasi, rekan dan lingkungan dalam berbagai dimensinya dan dalam hidupnya.
=
ACTION PATTERNS, PERILAKU
•
Perilakunya dalam bekerja, dalam hidup, semangatnya, etos kerjanya, motivasinya dan berprestasinya. 18
SIKLUS MANAJEMEN TEKNOLOGI PILIH TEKNOLOGI YANG AKAN DIPAKAI
CIPTAKAN SENDIRI TEKNOLOGI YANG LEBIH BAIK
Ir. Erlinda Muslim, MEE
KEMBANGKAN LEBIH LANJUT TEKNOLOGI ITU
INTERNALISASIKAN TEKNOLOGI TERPILIH ITU
PAKAI TEKNOLOGI ITU SEPENUHNYA
GAMBARAN SIKLUS MANAJEMEN TEKNOLOGI YANG DILAKUKAN BERULANG KALI SECARA TERUS MENERUS UNTUK SELALU BISA MENINGKATKAN DAYA SAING PERUSAHAAN DALAM MENGHADAPI PERDAGANGAN BEBAS DI MASA YANG AKAN DATANG
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Business Understanding: What is AG’s Business Environment? Business Partners
Regulatory •FAA •IATA •ICAO •JAA
•Agencies •Abacus •Alliances (other airlines) •Banks & Financial Institution
•CASR •INACA •AAPA •DSKU (“Ind. FAA”)
Customers
Shareholders
AG INDOESIA
Ir. Erlinda Muslim, MEE
•Government
Suppliers •Boeing, AirBus, GE •Catering companies •Consulting companies •Spare parts
•Passengers •Other non-Airlines : •Travel agents -GIT •Cargo -GMF •Corporate -GAT •Haj/Umroh •Government official
Competition •Other airlines and airline related services •Other transportation
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Business Understanding: What are AG’s Core Operations? General Management & Procurement
Finance & Accounting
Customer Value
People Value
- Career - Compensation - Competence - Job security - Pride
Shareholder Value
- Free Cash Flow - Operating Profit - Profit Margin - RONA
✔
DC
✔
✔
✔✔
DE
✔
✔✔
✔
✔
DO
✔
✔
✔✔
✔✔
DF
✔
DT
✔
✔✔
✔
✔
Services
✔
Maintenance Maintenance
✔
Engineering Engineering&&
DI
Planning & Development
Marketing & Sales
Information Systems
Operation & Safety
Ir. Erlinda Muslim, MEE
Human Resources
- Choice - Punctuality - Convenience - Competitive price - Service reliability
✔✔
✔ 21
Business Understanding: What are AG’s Core Operations? General Management & Procurement Human Resources Finance & Accounting
Services
Marketing & Sales
Operation & Safety
Maintenance Maintenance
Engineering Engineering&&
Planning & Development
Information Systems
Ir. Erlinda Muslim, MEE
Planning & Development - Corporate planning - Operation planning
Core Activities
- Planning, tracking/monitoring of business plan - Planning and development of people - Tracking & monitoring of people performance - Communication to shareholders,employee, and customers (image building) - Asset management and physical security - Fuel procurement and planning - Aircraft and crew scheduling - Flight planning - Management reporting and analysis
Critical Success Factors - Board policy statement on target goals/KPIs - Consistent tracking and monitoring of KPI results at all levels (BOD - Directorate - Unit Individual) - Alignment of cross-directorates/units KPIs - Resource availability 22 - Cross-functional coordination
Business Understanding: What are AG’s Core Operations? General Management & Procurement Human Resources
Core Activities
Finance & Accounting
Services
Marketing & Sales
Operation & Safety
Maintenance Maintenance
Engineering Engineering&&
Planning & Development
Information Systems
Ir. Erlinda Muslim, MEE
Engineering & Maintenance - Line maintenance - Engineering - Quality assurance - Technical & system development - Flight safety
- Improve cabin appearance and comfort - Secure aircraft availability, reliability, and safety - Efficiently conduct productive maintenance - Develop maintenance capability
Critical Success Factors -Technical and maintenance capability - Material management - Coordination and availability of information - Cabin service level monitoring and 23 improvement
Business Understanding: What are AG’s Core Operations? General Management & Procurement Human Resources Finance & Accounting
Services
Marketing & Sales
Operation & Safety
Maintenance Maintenance
Engineering Engineering&&
Planning & Development
Information Systems
Ir. Erlinda Muslim, MEE
Operation & Safety - Flight safety monitoring - Prevention consulting - Aircraft operation & performance - Operation information system and support - Legal - Crew logistics
Core Activities - Incident tracking and analysis - Improvement recommendation - Safety audit - Flight payload planning - Data centre maintenance - Legal support (contract negotiation and drafting) - Logistical support for crew accommodation
Critical Success Factors - Flight data monitoring system availability - Qualified personnel - Complete and up-to-date incident reports - Data availability 24
Business Understanding: What are AG’s Core Operations? General Management & Procurement Human Resources Finance & Accounting
Core Activities
Services
Marketing & Sales
Operation & Safety
Maintenance Maintenance
Engineering Engineering&&
Planning & Development
Information Systems
Marketing & Sales - Marketing Planning & Development - Network Management - Revenue Management
- Market research, promotion & loyalty program - Optimizing route network - Optimizing schedule & managing alliances - Optimizing revenue ( pricing, distribution & capacity utilization)
Critical Success Factors - Good perception & image - New & innovative products & services - High customer retention - Maximization of passenger network revenue - Maximizing fleet utilisation - Maximization of fleet efficiency - Higher load factor, higher yield and 25 distribution spread
Business Understanding: What are AG’s Core Operations? General Management & Procurement Human Resources Finance & Accounting
Services
Marketing & Sales
Operation & Safety
Maintenance Maintenance
Engineering Engineering&&
Planning & Development
Information Systems
Ir. Erlinda Muslim, MEE
Services - Cockpit and cabin crew - Passenger Services - Cargo - Haj/ Umroh/workers
Core Activities
- Cabin and cockpit crew performance monitoring - Training and career development - Crew requirement monitoring - Ensure high level of passenger services • Pre-flight (Reservation, check-in) • In-flight (Food, entertainment) • Post flight (Baggage & claims) - Optimise cargo revenue • Space control (Volume & weight) • Cooperation with carriers • Reservation/ Acceptance at warehouse
Critical Success Factors - Qualified crew availability and retention - Compliance to training requirements - Maximise cargo revenue - Excellent passenger service - Optimise profit margin on Haj pilgrims 26 - Higher load factor and higher yield
Business Understanding: What are the “Moments of Truth” ?
Awareness: Hear, See, Meet What have you got to offer me?
Inquire Can you provide me the services?
Ticketing Can you give me the ticket in a easy way? Is price meeting the perception?
Reservation Can I easily change my reservations?
Ir. Erlinda Muslim, MEE
Check-in Is check- in fast? easy? convenient?
In Flight
Baggage
Support & loyalty
Was flight on time? Did the in-flight services (food, entertainment, attitude & instruments) meet my expectation?
Did my baggage arrive with me? On time? In good condition?
Did you resolve my problems quickly? Satisfactorily? Do you provide value proposition for me to come back again?
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Ir. Erlinda Muslim, MEE
This is the end of the PRESENTATION
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