Membangun Bersama. Masons Cup Branding Geocycle Community Relations Customer care Extended Gallery. PT Holcim Indonesia Tbk

Membangun Bersama

Masons Cup

Branding

Geocycle

Community Relations

Customer care

Extended Gallery

PT Holcim Indonesia Tbk

Januari

Berita Kita: semuanya tentang kita dan untuk kita. Orang-orang kita, kisah kita, informasi kita, kesulitan kita, keberhasilan kita. Berita Kita berkisah tentang siapa kita, apa yang kita lakukan, dan mengapa kita melakukan itu. Berita Kita memperlihatkan mengapa kitalah yang terbaik, dan mengapa bekerja untuk Holcim merupakan keputusan terbaik.

Daftar Isi Contents

Berita Kita: it’s all about us and it’s for us. Our people, our stories, our news, our challenges, our successes. It tells who we are, what we do, and why we do it. It shows why we’re the best, and why it’s best to be Holcim.

Asia Masons Cup Gol! Top Score!

Geocycle

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Branding

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Community Relations

Geocycle Musnahkan Kentang Impor Geocycle to Safely Dispose of Potatoes

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Branding Forum: ‘Merawat Merek’ Branding Forum: ‘Signs of the Times’

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Kursus Inggris untuk Anak English Lessons A Huge Kick for Kids

Cerita sampul Eamon Ginley ikut rayakan keberhasilan tim Indonesia asal Jawa Timur, Tuban Meteor, meraih Asia Mason’s Cup di Lapangan Pabrik Narogong, 4 Desember. Indonesia kalahkan Sri Lanka 10-0. (kisah ada di halaman 2). Cover story Eamon Ginley celebrates with Indonesia’s Tuban Meteors after the East Java team won the Asia Mason’s Cup at Narogong on December 4. Indonesia beat Sri Lanka 10nil. (See story page 2).

Customer Care Pelayanan Padu From the Cloud to the Customer

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Extended Gallery Setahun dalam Gambar: 2011 A Year in Pictures: 2011

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Januari 2012

Perspektif Perspective

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The Game in 2012 f life was a football game, then Holcim Indonesia played extremely well in 2011: scoring multiple goals in production and sales; health, safety and the environment; and in community and government relations.

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This year promises to bring us even more opportunities. But to take advantage of this positive climate, we’ll have to keep our eye on the ball – or in Holcim’s case, our triple bottom line.

Berita Kita edisi Januari memuat prestasi khusus tahun 2011, diawali final Asia Mason’s Cup pertama serta Green Industry Award yang sama-sama berlangsung Desember, serta gelaran foto mulai halaman 15 dari berbagai peristiwa sepanjang tahun. Dua kegiatan lain, Branding Forum dan Customer Centric Culture Project, masih akan terus berjalan, dan perkembangannya akan dibahas tahun 2012 nanti.

Finally, another reminder: to mark the centennial of our global parent company, Holcim Indonesia is running a series of monthly voluntary events, where we give something back to the communities in which we operate. The first event begins in late January in Narogong, but there will be others scheduled every month. It would be great to see you there!

Laga 2012 ndai hidup ibarat laga bola, tahun lalu Holcim Indonesia bermain cantik: mencetak gol di bidang produksi dan penjualan; kesehatan dan keselamatan kerja serta lingkungan hidup; maupun untuk bidang hubungan masyarakat dan pemerintah.

Peluang menyarangkan lebih banyak bola menanti kita tahun ini. Kondisi menguntungkan tidak akan berarti banyak tanpa fokus pada bola – atau tiga aspek pokok (triple bottom line) Holcim.

Yang terakhir, seperti yang pernah disampaikan sebelumnya, dalam rangka peringatan seabad perusahaan induk kita, Holcim Indonesia menyelenggarakan kegiatan bulanan sebagai sumbangsih kita kepada masyarakat dengan staf sebagai relawan. Acara pertama dimulai akhir Januari di Narogong. Sampai jumpa di sana!

Eamon Ginley

The January edition of Berita Kita looks back at the special achievements of 2011, beginning with the first-ever Asia Mason’s Cup final and the Green Industry Award both taking place in December, and including an extended photo gallery of the year, starting on page 15. Other topics – the Branding Forum and the Customer Centric Culture Project – are moveable feasts: we’ll be returning to them in 2012 to check their progress.

Asia Masons Cup

Top Score!

Nations Come Together in Asia Cup Final

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aburan gol menandai pertandingan final Holcim Asia Cup yang pertama.

Dan semua berlangsung layaknya pertandingan internasional. Spanduk terpasang di sekeliling lapangan serba-guna Holcim Narogong, juga papan angka baru, dan para pendukung dengan pakaian senada warna bendera masing-masing negara memenuhi lokasi yang menjelma menjadi arena moderen. Sesuai tradisi, lagu kebangsaan Indonesia dan Sri Lanka dikumandangkan saat tim ahli bangunan memasuki lapangan disambut sorak sorai sekitar 500 penonton. Eamon Ginley, Presdir Holcim Indonesia, memberikan sambutan dan ucapan selamat atas kemenangan kedua kesebelasan dalam turnamen sebelumnya sambil berharap pertandingan dapat berjalan sesuai

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Berita Kita Januari 2012

aturan dan penuh persahabatan. Rekannya, Stefan Huber dari Holcim Sri Lanka, menyampaikan terima kasih kepada Holcim Indonesia Marketing Director, Patrick Walser, beserta timnya sebagai penyelenggara acara.

Pukulan telak tidak mematahkan semangat kesebelasan tamu. “Saya baru pertama kali ke luar negeri, dan akan selalu ingat perjalanan ke Indonesia ini,” ujar Paris Thuwan Nisar, salah seorang penyerang Sri Lanka.

Begitu pluit dibunyikan, tampaknya ahli bangunan dari Indonesia - pemenang Gala Bola 2011, Meteor Tuban - perlu bekerja sangat keras. Namun meski postur mereka lebih kecil dari pemain Sri Lanka, pemain Indonesia sangat mahir, terutama di lapangan tengah, dan gol pertama Indonesia tercetak pada menit ketujuh.

“Semua sangat ramah, dan saya sudah melihat banyak hal.”

Dalam beberapa kali serangan balik, pemain Sri Lanka nyaris menyarangkan bola namun selalu gagal, dan pada akhir babak pertama Sri Lanka ketinggalan 0-3 sebelum akhirnya menyerah 0-10 dari serangan pemain Indonesia, penyerang Andika berhasil menyarangkan lima gol.

Bukan hanya ahli bangunan dari Sri Lanka yang menikmati perjalanan. Sebagai hadiah kemenangan Gala Bola pemain asal Tuban berada di ibukota negara bersama keluarga antara lain untuk mengunjungi Taman Impian Jaya Ancol dan Pabrik Holcim di Narogong. “Ini kali pertama saya terbang ke Jakarta dan menginap di hotel,” kata Atin Sugondo, pelatih tim Tuban. “Senang sekali bisa mengajak isteri dan anak-anak ke sini, dan pergi belanja.”

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ith goals raining down, the first-ever final of the Holcim Asia Cup was certainly a game to remember.

It had all the trappings of an international. With banners flying, a brand-new scoreboard, and supporters decked out in their national colours, the multipurpose field at Holcim Narogong had been cleverly transformed into a modern venue. In keeping with tradition, the national anthems of Indonesia and Sri Lanka sounded as the mason’s teams entered the field and the 500-strong crowd cheered their welcome. Eamon Ginley, CEO of Holcim Indonesia, addressed the event, congratulating both teams for their successes in previous tournaments and calling for a fair and friendly match. His counterpart, Holcim Sri Lanka’s Stefan Huber, took time to thank HIL Marketing Director Patrick Walser and his team for making the event a reality. As the starting whistle blew, it looked as if the Indonesian masons – 2011 Gala Bola Cup Winners Tuban – would have their work cut out for them. But while physically smaller than the Sri Lankans, Indonesia clearly dominated in skill, especially in the mid-field, scoring the first goal in the seventh minute. Several Sri Lankan counter attacks were close to the mark but it never happened for the team, and by the end of the first half Sri Lanka were three down, before collapsing to a 10-nil loss by the game’s

end. Indonesia striker Andika scored five goals. But the drubbing did nothing to lower the visitors’ high spirits. “I’d never been on an international trip before, and visiting Indonesia has been the opportunity of a lifetime,” said a beaming Paris Thuwan Nisar, one of the Sri Lankan strikers. “Everyone here has been very accommodating, and I’ve seen many things.” But it wasn’t only the Sri Lankan masons who were happy to be there. As well as playing the game, the Tuban players also visited the capital with their families on the four-day-trip; part of their Gala Bola prize, visiting Ancol’s “Fantasy World” park and Holcim Narogong Plant. “This was the first time I’ve ever flown to Jakarta,” said Atin Sugondo, Tuban’s coach. “It was great to be able to bring my wife and family and to go shopping.”

Mason Asia Cup merupakan salah satu acara dari kunjungan tiga hari di Jakarta bagi tim Meteor Tuban dan keluarganya, termasuk juga acara jalan-jalan ke Ancol (foto kanan). The Asia Mason’s Cup Final was just one highlight of the three-day visit to Jakarta by the Tuban Meteors and their families, including a trip to Ancol (photo right).


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Branding Forum:

‘Signs of the Times’

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erek harus terjaga dan terawat karena masyarakat melihatnya sebagai cerminan perusahaan; merek yang terlihat kotor atau kusam akan membuat semua pihak tercoreng. Tugas pokok Brand Committee adalah menjaga agar merek Holcim tetap tampak bersih serta konsisten, dan pada 9 Desember lalu diselenggarakan Branding Forum pertama di Sinergy Room Holcim Academy. Delegasi dari masing-masing departemen hadir pada acara yang berlangsung dari pagi hingga sore untuk memunculkan “Brand Champion” dari semua departemen yang tugasnya menegakkan ketentuan branding perusahaan.

Pembicara utama, Amalia Maulana, seorang brand consultant dan ethnographer, menjelaskan kepada peserta bahwa jika merek terpelihara

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baik maka nilai suatu perusahaan akan kian tinggi. Setelah pertemuan, anggota delegasi diharapkan dapat mendata brand item seperti papan nama, pakaian, cinderamata dan alat tulis, dan menjaga agar semuanya tetap terawat. Forum diselenggarakan menyusul adanya temuan dalam Holcim Brand Audit pada bulan April lalu agar masalah perawatan yang selama ini tidak berjalan baik dapat terselesaikan. Forum diisi dengan diskusi dan kegiatan kelompok menyangkut konsep dasar branding dan cara menjaga “tampilan” merek, jelas Coki Wicaksono, Brand Support and Compliance Manager, yang menjadi ketua forum. Menurut Coki, hasil diskusi forum bisa semakin menyadarkan staf tentang standar branding yang diterapkan Holcim secara ketat. “Brand audit pada

bulan April memperlihatkan bahwa kinerja Holcim Indonesia sangat kurang; peserta menyampaikan bahwa ada banyak departemen yang tidak membuat rencana anggaran dan SOP brand maintenance, namun kendala ini mudah diatasi.” Ia berterima kasih kepada Brand Champion Holcim yang memberi “masukan sangat baik” dan bersedia berbagi gagasan dan pengalaman mereka tentang branding. “Pengguna merek Holcim mau berbagi dan antusias; ini menunjukkan mereka punya rasa memiliki yang kuat.” Deananda Sudijono, Group Marketing and Branding Manager, sepakat bahwa forum sangat positif manfaatnya. “Staf sudah lebih paham tentang standar yang berlaku serta tahu bahwa merek harus dipertahankan, dan kini saatnya untuk mewujudkan hasil pertemuan.”

Branding

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clean, well-maintained brand is like a company’s public face; if it’s dirty or faded it reflects negatively on everyone.

Keeping the Holcim brand image clean and consistent is the main task of the Brand Committee, which held the first Branding Forum at the Holcim Academy’s Sinergy Room on December 9. Comprising of delegations from each department, the fun, day-long event was intended to create department “Brand Champions” and ensure better compliance with branding policy. Keynote speaker Amalia Maulana, a brand consultant and ethnographer, addressed the group and explained how a properly maintained brand was related to creating value for the company.

After the meeting, the delegates will be expected to inventory and monitor the maintenance of brand items, including signage, clothing, merchandise and stationary. The forum is a direct followup to the findings of April’s Holcim Brand Audit to resolve any root causes of improper maintenance. The forum used a mixture of group activities and discussions to introduce basic branding concepts and the importance of maintaining the brand identity, said Coki Wicaksono, Brand Support and Compliance Manager, who led the forum. Coki said the “take-away” from the forum was “that awareness about Holcim’s strict branding standards could be improved: “Holcim Indonesia didn’t perform particularly well in our

last brand audit; and we found from the people at the meeting that many departments lack planned budgets and SOPs for brand maintenance, which is something we can easily fix,” Coki said. He praised the “excellent feedback” from the delegates, who were happy to share their thoughts and experiences about branding. “Their willingness and enthusiasm showed there is already a strong feeling of ownership among Holcim brand users.” Deananda Sudijono, Group Marketing and Branding Manager, agreed that the forum was constructive. “Now that there is more awareness about standards and the need for maintenance, we can take the meeting’s conclusions and translate them into actions.”

Pada pertemuan peserta mempelajari mengenai teori Brand dan penjelasan mengenai apa arti sebuah Brand untuk mereka (foto kanan atas). Mereka juga diingatkan kembali tentang penggunaan brand yang benar dan tidak benar, seperti contoh pada pakaian (foto kiri atas). Participants at the meeting learn brand theory and explain what a brand means to them (photos above right). They also had refreshers on the correct and incorrect forms of branding, as shown with branded apparel (photos above left).


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Hot Chips: Geocycle to Safely Dispose of Potatoes

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eocycle kembali membuat gebrakan Desember lalu – kali ini untuk kepentingan nasional – dengan memusnahkan bagian pertama dari 540 ton kentang yang terinfeksi bakteri berbahaya.

Badan Karantina Kementerian Pertanian mengontrak Geocycle untuk memusnahkan 21 peti kemas berisi kentang impor yang diketahui tercemar bakteri Erwina Carotovora Atroseptica. Untuk tahap pertama dimusnahkan tiga peti kemas berisi sekitar 100 ton di fasilitas co-processing Geocycle di Pabrik Narogong pada tanggal 22 Desember, disaksikan Menteri Pertanian, Suswono, dan diliput media nasional. Sisa limbah secara bertahap akan dikirim ke fasilitas penyimpanan biomassa milik Geocycle untuk diamankan; fasilitas ini sendiri mampu menyimpan berbagai jenis limbah. Meski tidak berbahaya bagi manusia, bakteri ini dapat menyebabkan penyakit ‘Blackfoot’ pada tanaman kentang yang akan membuat panen bisa turun drastis hingga 70% jika kondisinya parah,” jelas Ita Sardono, Geocycle Communications

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and Relations Manager, ketika acara berlangsung. “Erwina Carotovora Atroseptica belum ada di Indonesia, karena itu jangan sampai bakteri tersebut menyebar ke lahan petani dalam negeri – jika sampai terjadi, kita bisa tergantung pada kentang impor,” tambah Banun Harpini, kepala Badan Karantina Kementerian Pertanian. Menurut Vincent Aloysius, Geocycle Country Manager, ini pertama kalinya Geocycle memusnahkan limbah dalam jumlah banyak untuk pihak kementerian. “Kami senang bisa ikut menjaga kepentingan nasional kelompok petani serta lingkungan mereka,” kata Vincent. Besarnya volume limbah menunjukkan bahwa tingkat kepercayaan di antara Geocycle dan kementerian semakin tinggi, jelasnya. “Pejabat kementerian selama ini menjalin hubungan kerja yang baik dengan kami, dan mereka juga tahu kemampuan kami dalam mengumpulkan, mengangkut, menyimpan dan memusnahkan limbah sesuai standar internasional.”

Geocycle

Menteri Pertanian Suswono melakukan pemeriksaan pada container berisi kentang (foto atas) dan berkeliling mengunjungi pabrik Holcim (foto kiri). Agriculture Minister Suswono personally inspects a container of the potatoes (photo above) and travels around Holcim Narogong Plant (photos left).

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eocycle has achieved another first – this time for the nation’s bio-security – when it destroyed the initial batch of 540 tonnes of potatoes infected with a potentially harmful bacteria.

The Ministry of the Agriculture’s Quarantine Agency has contracted Geocycle to destroy 21 containers of imported potatoes that have been found to be contaminated by Erwina carotovora atroseptica bacteria. The destruction of the first three containers, around 100 tonnes through Geocycle’s co-processing facility, was personally inspected by Agriculture Minister Suswono and the national media at Narogong Plant on December 22. The remainder of the waste will be gradually sent and contained at Geoycle’s Biomass storage facility, which is capable of safely holding many forms of waste. “While the bacteria is harmless to humans, in potato crops it can cause ‘Blackfoot Disease’ which can radically reduce harvests by up to 70 percent in extreme cases,” explained Ita

Sardono, Geocycle Communications and Relations Manager, speaking on the sidelines of the event. “Erwina carotovora atroseptica is not yet found in Indonesia, so it’s important that it doesn’t get introduced – otherwise we could end up dependent on imported tubers,” added Banun Harpini, the head of the Agricultural Quarantine Agency. According to Vincent Aloysius, Geocycle Country Manager, this was the first time Geocycle had destroyed such a significant quantity of waste for the ministry. “We are pleased to be helping protect Indonesia’s national interests – the agricultural community and the environment they work in,” Vincent said. The size of the consignment indicated the trust that has grown between Geocycle and the ministry, he said. “Officials there have worked with us before, so they know about our ability to collect, store and dispose of waste in line with international standards.”


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Community Relations

English Lessons

A Huge Kick for Kids

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antor Holcim di Tambang Maloko riuh ketika Berita Kita tiba. Terlihat sekitar 30 siswa sambil berpasangan tengah berlatih menjawab pertanyaan dalam bahasa Inggris tanpa kata “yes” atau “no”. Bukan tugas yang mudah. Dengan bimbingan pengajar Dedy Santoso, mereka sesekali melepas tawa saat ada siswa yang mengucapkan kata-kata larangan.

Tim English For Fun: Dedy Santoso, Peggy Arnolia, dan dua orang GDP, Rizky dan Ratna. The English For Fun team: Dedy Santoso, Peggy Arnolia and two Graduate Development Programme students, Rizky and Ratna.

Program “English for Fun” telah berjalan hampir 18 bulan. Saat dimulai Agustus 2010 pesertanya hanya beberapa puluh anak, namun sekarang sudah ada lima kelas: satu untuk siswa SMA, dan dua untuk siswa SMP dan dua untuk SD. “Kelas untuk SD kami buka karena anak-anak banyak yang berkumpul di luar ruangan untuk melihat kakak-kakak mereka belajar,” kata Peggy Arnolia, Community Relations Manager untuk RMX & Aggregates, pengembang dan pelaksana program. Popularitas program ini luar-biasa sampai-sampai dibuatkan fan page

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Facebook dan situs sendiri – www.e4f. net – yang sekaligus menjadi sarana bagi anak-anak untuk berlatih bahasa Inggris. Telah pula didirikan perpustakaan, dan akan disediakan komputer. Menurut Peggy, kursus ini banyak diminati karena menerapkan metode pengajaran modern dengan sistem latihan praktis di samping permainan. Masih ada lagi yang menarik perhatian siswa – terutama guru tamu asing yang dihadirkan untuk memberi mereka pelajaran khusus. Guru tamu ini di antaranya turis - sebagai imbalan mengajar mereka mendapat penginapan dan makan - maupun staf asing Holcim yang sukarela membantu. “Siswa senang sekali karena kunjungan ini peluang langka bagi mereka untuk bisa bertemu dan berbincang-bincang dengan warga negara lain.” Setelah menyelesaikan kursus selama empat bulan, para siswa menerima sertifikat dari Akademi Holcim. Lulus kursus merupakan kebanggaan bagi sebagian besar siswa yang kebanyakan dari keluarga petani di kawasan Ring 1

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he atmosphere is buzzing when Berita Kita arrives at the Holcim Maloko Quarry building. Around 30 students are practicing English in pairs and trying to answer questions without saying “yes” or “no.” This isn’t as easy as it sounds. Led by teacher Dedy Santoso, the class occasionally erupts into laughter as a student inadvertently utters the forbidden words. The “English for Fun” programme is now almost 18 months old. Began at the quarry in August 2010, it has grown from just a few dozen regular attendees to a full class of senior high school students, and two classes each from the local junior high and elementary schools. “We started the elementary school classes after the smaller children began gathering outside the classroom door to watch the older kids,” says Peggy Arnolia, Community Relations Manager for RMX & Aggregates, who developed and oversees the programme.

tambang dan sulit mendapat pendidikan karena harus mencari nafkah. “Lima siswa senior kami berhasil mendapat kerja di bagian administrasi dan ritel berkat kemahiran mereka berbahasa Inggris,” kata Peggy. Program English for Fun juga dijalankan oleh tim Community Relations di Narogong, Cilacap dan Tuban.

backpackers, who are offered free board and food for lessons, while others have been expatriate Holcim staff, who volunteer. “The students really love these visits because they get the opportunity to meet and talk to people from other countries, which is something they wouldn’t normally do,” Peggy says. After completing the four month-course, students receive certificates from the Holcim Academy. Graduating is a sense of pride for many students, most of whom are from farming villagers in Ring 1 of the quarry area, where education often takes a back seat to earning a living. “We’ve had five senior students who landed clerical and retail jobs because of their English skills,” Peggy said. English for Fun has also been adopted by Narogong, Cilacap and Tuban Community Relations teams.

Testament to its popularity, the programme now boasts a Facebook fan page and a website – www.e4f.net, which also doubles as a place for children practice the language. A library has been set up, and in future there will be a computer. Peggy says the course is popular because of the modern methods of teaching that emphasize practical exercises and games. But there are other attractions too – primarily the expatriate guest teachers that come in for special lessons. Some of these have been travelling

(Foto atas) “Aku ingin mahir bicara bahasa Inggris dan nanti mencari kerja di luar Maloko,” kata Nendes Sintadewi, siswa SMP yang telah setahun mengikuti kursus. (Photo above) “I want to be able to speak English fluently and in future find a good job outside Maloko,” said Nendes Sintadewi, a junior high school student, who has attended classes for a year.


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Customer Care

From the Cloud to

the Customer

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elayanan Holcim kepada pelanggan semakin baik setelah diaplikasikannya sistem komputer baru yang revolusioner guna menata hubungan perusahaan-pelanggan. Pada 15 Desember di Customer Care, Narogong, diluncurkan salesforce.com (SFDC), “cloud computing” yang seluruh sistemnya berjalan dalam jaringan dengan lima fungsi pelayanan dalam satu perangkat. Tampilan dan cara kerja sistem ini mirip Twitter dan Facebook, serta mudah digunakan dan dipelajari, jelas Dandy Kusuma, Customer Care Backliner, yang mendapat pelatihan bersama 25 staf lainnya November lalu. “Dengan perangkat ini kita tidak repot lagi jika harus mengerjakan sesuatu yang perlu melibatkan bagian lain,” kata Dandy. “Permintaan dari pelanggan yang tengah ditangani bagian lain di luar

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Berita Kita Januari Juli 20112012

Customer Care pun jadi sangat mudah ditindaklanjuti.” SFDC menjadi komponen pokok dalam Proyek Customer Centric Culture Holcim, jelas Rossy Vidian Sari, Customer-Centric Development Specialist. “Tujuannya agar kita dapat menyajikan pelayanan luar-biasa untuk membedakan kita dari perusahaan lain.” Ada beragam fungsi penting dalam SFDC, termasuk call recognition untuk mengingat nama pelanggan dan memudahkan serta mempercepat staf melihat jawaban untuk pertanyaan atau keluhan pelanggan. “Namun itu semua membutuhkan komitmen dari staf Holcim untuk kerja,” kata Henry Vienayoko, Customer Centric Project Manager. Yang dimaksudnya dengan komitmen adalah Customer Care dan departemen pendukung sepakat memberikan pelayanan bersama, dan staf setuju

untuk menindaklanjuti telepon yang masuk dalam jangka waktu tertentu, tergantung apa permintaan pelanggan. Biasanya waktu yang diperlukan 30 menit, 45 menit atau 90 menit. Telah dicapai kesepakatan bersama atau service-level agreement (SLA) dengan divisi Logistics, Accounting dan Commercial yang menangani 55% pertanyaan yang masuk ke Customer Care. Langkah berikut adalah memasukkan divisi Manufacturing dan Marketing ke dalam sistem, juga Solusi Rumah dan akun Facebook dan Twitter Holcim yang dimanfaatkan pula oleh pelanggan untuk menghubungi Holcim. “Sudah ada staf Customer Care yang menyampaikan bahwa tugas mereka jauh lebih mudah dibanding sebelumnya,” kata Henry. “Kita akan tahu tingkat keberhasilannya begitu Net Promoter Score diaplikasikan.”

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olcim customers will be even better served in the future with the December launch of a revolutionary new computer system for customer relationship management. Rolled out on December 15 at Customer Care, Narogong, salesforce.com (SFDC) is a completely online – or “cloud computing” system – that integrates the five existing functions of Customer Care into one tool. With a look and feel that combines Twitter and Facebook, it’s simple to learn and use, says Dandy Kusuma, a Customer Care Backliner, who trained on the system with 25 other staff in November. “The tool allows us to perform crossfunctional activities in a very integrated way,” Dandy says. “It’s also very easy to follow up customer inquiries that are still in progress by other functions outside of Customer Care.” SFDC is a key component in Holcim’s Customer Centric Culture Project, says Rossy Vidian Sari, CustomerCentric Development Specialist. “The aim is to provide our customers with exceptional levels of service and by doing so differentiate ourselves from our competitors.”

SFDC has many useful functions. One is call recognition, which allows users of the system to identify repeat customers quickly and easily track responses to their queries. “But it will need the commitment of all Holcim staff to work,” says Henry Vienayoko, Customer Centric Project Manager. By commitment, Henry means that Customer Care is reaching servicelevel agreements with supporting departments, with staff agreeing to follow up a call within a limited time depending on the nature of the query. Typical response times are 30, 45 and 90 minutes. SLAs have already been made with the Logistics, Accounting and Commercial divisions, which field 55 percent of Customer Care enquires. The next step is to integrate the tool with Manufacturing and Marketing, along with Solusi Rumah and Holcim’s Facebook and Twitter accounts, which customers also use to contact Holcim. “Internally, Customer Care agents are already telling me their work is much easier than before,” says Henry. “When we implement the Net Promoter Score we’ll have a good external measure of its success.”

Tim Customer Care saat peluncuran sistem baru, foto screen shot sistem baru (foto bawah). The Customer Care team at the launch of the new system, pictured in a screen shot, (photo below).

Berita Berita Kita Kita Januari Juli 2012 2011

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Jeladri Quarry: The Inside Story bu-ibu dan siswa sekolah di tiga desa di Jawa Timur akhir November lalu mendapat kesempatan berkeliling Tambang Jeladri dan belajar pentingnya menjaga keselamatan diri.

Dengan senyum di wajah, warga memasuki kendaraan Holcim yang akan membawa mereka menjelajahi tambang. Peserta tur terkagum-kagum melihat mesin pengeruk tanah dan truk dengan roda raksasa.

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Sebagian besar warga baru pertama kali ini berkesempatan melihat kerja mesin pengeruk tanah atau berkunjung ke lokasi milik Holcim, jelas Nur Lailiyah (Laily), Community Relations Officer Tambang Jeladri, yang mengatur kunjungan tersebut bersama staf Corporate Occupational Health and Safety. “Kami ingin agar komunikasi dengan masyarakat setempat terjalin baik dan agar mereka tahu apa kerja kami. Tujuan

kami memberi tahu mereka tentang dasar-dasar pertambangan dan aturan keselamatan kerja di sini yang harus diikuti,” kata Laily. Siswa kelas empat, lima dan enam sekolah dasar di Jeladri melihat-lihat tambang pada pagi hari sementara ibu-ibu mendapat giliran siang hari. Kedua kelompok berasal dari tiga dusun yang termasuk dalam kawasan Ring 1 tambang: Karang Ploso, Tegal Poh dan Watu Gedhe. Ibu-ibu dan anak-anak peserta tur selanjutnya mengikuti diskusi informal yang berlangsung hangat dan juga penarikan undian untuk mendapatkan hadiah sederhana. Bahasan pokok adalah keselamatan warga yang melintas di lahan tambang, kata Eko Panulih, OHS Officer untuk wilayah Jawa Timur. “Ibu-ibu dari ketiga desa kerap menyabit rumput untuk pakan sapi dan kambing di dekat tambang. Kami jelaskan mengapa warga tidak boleh masuk ke jalan menuju tambang, dan mengapa semua yang masuk lokasi harus mengenakan perangkat pelindung.” Mereka juga mendapat penjelasan bahaya yang mengintai anak-anak jika berenang di telaga di kawasan tambang. Kunjungan membuahkan hasil, kata Laily. “Warga sebelumnya menganggap bahwa tambang tidak ada sangkut-pautnya dengan kehidupan sehari-hari. Kini kita diperlakukan layaknya tetangga dan jika ada kegiatan tambang yang mengganggu, mereka akan memberi tahu.” Setiap kali saya datang ke sekolah, anak-anak suka bertanya, ‘Bu, kapan kita ke Holcim lagi!?’.”

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OH&S omen and school children from three rural villages in East Java got a special tour of the Jeladri Quarry in late November, as well as an important safety lesson.

Grins were in plentiful supply as the villagers jumped into Holcim vehicles to explore the quarry. The large dump trucks and earth moving machines were a special attraction, with many of the participants marvelling at the size of the wheels. For most of the villagers, it was the first time they had seen the heavy earthmoving machines in action or set foot in Holcim’s workshop, says Nur Lailiyah (Laily), Jeladri Quarry Community Relations Officer, who organised the visit with Corporate Occupational Health and Safety. “We wanted to establish good commmunication with the local people, so they could see the work we do. The aim was to give them a basic idea of the mining process and understand our safety rules and why we have them,” Laily said. The students of Jeladri Elementary School grades four to six, visited the quarry during the morning, while around 30 women came in the afternoon. Both groups hailed from three hamlets in Ring 1 of the quarry area; Karang Ploso, Tegal Poh and Watu Gede. The women and children also participated in a lively informal disussion and went into a draw for a modest door prize. Safety issues regarding walking through the quarry area was a key issue, says Eko Panulih, OHS Officer for East Java. “Women from the three villages often come near the mining site when they’re looking for grasses to feed their cows and goats. We explained to them why the road into the quarry was off-limits and why alll visitors need to wear protective safety gear.” Both groups were also informed about the dangers of children swimming in the quarry lake. The overall impact of the visit was encouraging says Laily. “Before, the villagers told me they viewed the quarry as remote, as separate from their normal lives. Now they’re treating us like a real neighbour and informing us if our activities impact on them.” “The kids shout out to me whenever I go into the local school – ‘Miss, when can we visit Holcim again!?’”

(Foto kiri atas) Eko Panulih, ibu-ibu dan Laily berfoto sebagai kenang-kenangan kunjungan. Semua peserta menerima buah tangan dari Holcim berisi penjelasan mengenai keselamatan. (Photo top left) Eko Panulih, village women and Laily take a photograph to commemorate the trip. All participants received a special Holcim kit explaining safety.


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Environment

Holcim No. 1 at Green Industry Awards

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ukan sekadar meraih penghargaan Industri Hijau dari Kementerian Perindustrian, Januari lalu Holcim dinobatkan pula sebagai yang terbaik, mengalahkan 55 lainnya peraih penghargaan, ini merupakan perayaan khusus.

Manufacturing Director, Lilik Unggul, menerima langsung penghargaan dari Presiden Susilo Bambang Yudhoyono di Istana Negara, Jakarta, pada tanggal 5 Januari.

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olcim not only walked away with a Green Industry Award from the Industry Ministry in January, it also topped the field of winners, meaning a special ceremony.

Director of Manufacturing Lilik Unggul personally received the award for Overall Environmental Business Performance from President Susilo Bambang Yudhoyono at the Presidential Palace on January 5.

“Selain peringkat PROPER Emas dan Hijau, piala dari kementerian menunjukkan bahwa pemerintah menyadari upaya keras yang dilakukan Holcim Indonesia untuk melestarikan lingkungan,” kata Lilik.

“Along with our Gold and Green PROPER ratings, this trophy from the ministry is further evidence the government understands the depth of Holcim Indonesia’s environmental efforts,” Lilik said.

“Holcim bertekad menjalankan berbagai program lingkungan baru karena kami peduli dengan kesehatan, keselamatan dan lingkungan hidup, dan ini merupakan bagian dari prinsip dan strategi perusahaan.”

“Holcim is committed to creating new green initiatives because our concern for health, safety and the environment, which is an integral part of our corporate values and our strategy.”

Penghargaan diberikan berkat langkah khusus yang diambil Holcim untuk merehabilitasi tambang – terutama program rehabilitasi bekas tambang Cibadak menjadi hutan pendidikan yang dilakukan perusahaan bersama-sama IPB. Media nasional juga membahas upaya Geocycle seputar co-processing limbah biomassa dan pemusnahan bahan perusak ozon dengan cara yang aman.

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The award recognised the special efforts Holcim has made in quarry rehabilitation – especially the work with the Bogor University of Agriculture to rehabilitate the old Cibadak Quarry and turn it into an educational forest. National media reports also mentioned efforts by Geocycle to safely destroy ozone depleting substances and the coprocessing of biomass waste.

Cu s t o m e r s

Extended Gallery

A Year In Pictures: 2011

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erita Kita menyajikan segala hal seputar personil Holcim maupun yang mereka kerjakan bersama pemangku kepentingan dari beragam kalangan - pelanggan, kontraktor, mitra usaha, pejabat pemda, masyarakat petani dan lembaga pembangunan, termasuk narapidana di Nusakambangan. Begitu banyaknya peristiwa sepanjang 2011 membuat desainer grafis Berita Kita harus bekerja keras menyunting gambar untuk rubrik galeri kali ini. Berkat kerja kerasnyalah gambar berbagai kejadian tahun lalu dapat termuat di halaman berikut. Sebagian besar berkisah tentang prestasi besar; sebagian lagi sangat layak ditampilkan!

1. RMX, Agung Podomoro, Pluit, Jakarta; 2. X-blocs, Ciwandan; 3,5. Solusi Rumah; 4. Mikrofinansial, ComRel NAR ; 6. Pertemuan Pelanggan Geocycle.

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erita Kita is all about Holcim people and how we work with our many and varied stakeholders – customers, contractors, business partners, local officials, rural communities, development agencies, even prison inmates on Nusakambangan Island. In fact, there was so much going on in 2011 across Holcim operations that creating this gallery was a serious undertaking for Berita Kita’s graphic designer. But he managed it, and the next pages present what we consider the best images of last year. Many images detail significant milestones and others were just too good to leave out!

1. RMX, Agung Podomoro, Pluit, Jakarta; 2. X-blocs, Ciwandan; 3,5. Solusi Rumah; 4. Microfinance, ComRel NAR; 6. Geocycle Customer Gathering.


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Lo g i s t i c s

1,3,4. Jalur kereta api,CIL; 2. Silo, Batam; 5. Pabrik kantong semen, NAR. 1,3,4. Train route, CIL; 2. Silo, Batam; 5.Bagging Plant, NAR;

OH&S

1. Tim pemadam kebakaran, CIL; 2. Toolbox meeting, TUB; 3. Pelatihan pengemudi truk 4. Pelatihan penyelamatan, CIL; 5. Pemeriksaan truk, CIL; 6. Permainan bola voli, NAR. 1. Fire rescue team, CIL; 2. Toolbox meeting TUB; 3. Truck driver training 4. Rescue Challenge training, CIL; 5. Truck check, CIL; 6. Work volleyball, NAR.

Manufac tur ing

1. Penggantian kiln shell, NAR; 2. Ruang kontrol, CIL; 3. Quality Circle Meeting, NAR, CIL; 4. Pemeriksaan emisi, CIL. 1. Kiln shell replacement NAR; 2. Control Room, CIL; 3. Quality Circle Meeting NAR, CIL; 4. Emissions checking CIL.

Henry Vienayoko, Manager for the Customer-Centric Culture Project.

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Tuban

1. Pondasi area pengolahan air; 2. Pertemuan masyarakat; 3. Groundbreaking agreement; 4. Ambulans; 5. Project Manager Tuban Ramiro Velasco; 6. Gerbang dan area tambang; 7. Batching plant.

1.Foundations water treatment area; 2.Community meeting; 3. Groundbreaking agreement; 4. Ambulance; 5. Tuban Project Manager Ramiro Velasco; 6. Gate and Quarry area; 7. Mobile batching plant.

Trophy Box Di tahun 2011, Holcim Indonesia telah memenangkan sembilan penghargaan nasional di bidang kesehatan dan keamanan serta pengembangan masyarakat. Tiga foto penghargaan diatas mewakili: penghargaan PROPER emas untuk cilacap, penghargaan Ozon Geocycle, baik dari Kementrian Lingkungan Hidup, serta penghargaan atas kesadaran lingkungan untuk Narogong, Pemerintah provinsi Jawa Barat. In 2011 Holcim Indonesia won nine major national and regional awards for our work in health and safety, the environment and community development. Three are pictured above: Cilacap’s Gold PROPER Award and Geocycle’s Ozone Award, both from the Ministry of Environment, and an Environment Awareness Award for Narogong Plant from the West Java provincial government.


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Co m m u n i t y R e l a t i o n s

1. Proyek gas metana, TUB; 2. Pembangunan jalan, NAR; 3,6. Mikrofinansial, CIL, NAR; 4. Pelatihan narapidana, Nusakambangan; 5. Pembudidayaan jamur, CIL; 7. Air, NAR; 8. Beasiswa, NAR; 9. Pengembangan usaha,NAR; 10,11. Renovasi sekolah, SD3 Malabar; 12. Imunisasi, NAR. 1. Animal methane project, TUB; 2. Road building, NAR; 3,6. Microfinance, CIL, NAR; 4. Inmate training, Nusakambangan; 5. Mushroom farm, CIL; 7. Water, NAR; 8.Scholarship, NAR; 9. Business Development, NAR; 10,11. School renovation, SD3 Malabar; 12. Immunizations, NAR.

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11

Masons

Holcim Beton

1. Pelatihan, Cianjur; 2. Pemenang Gala Bola, Meteor Tuban; 3. Mudik Bersama. 1.Training, Cianjur; 2.Gala Bola winners, Tuban Meteors; 3. Mudik Bersama.

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E nv i r o n m e n t

1. Pemeriksaan emisi, NAR; 2. Jakarta Green Monster; 3. Peluncuran buku petualangan hijau Geocycle; 4. Kompos dari sampah, NAR; 5. Penghargaan PROPER; 6. Green Belt, CIL; 7,8. Rehabilitasi tambang, CIL, Nusakambangan. 1. Emissions checking CIL; 2. Jakarta Green Monster; 3. Geocycle Green Adventure Book launch; 4.Compost from trash, NAR; 5. PROPER Awards; 6.Green Belt, CIL; 7,8. Quarry rehabilitation Cibadak, CIL, Nusakambangan.

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Gallery

Staff Deployment

Movement

Agus Purwanto H. M.

From NAR Senior Store Man to CIL Receiver

Albert Simangunsong

Ari Wimbardi Wirawan From ORG. Performance Improvement Coach to Special Project Manager

From Riau&North Sumatra WH Term&DISTR MGR (Acting) to Riau&North Sumatra WH Term&DISTR Manager

Bambang Nugroho

From Batcher BP Kembangan to Batcher BP Adipala

Basuki

From CIL Maintenance Planner to CIL Administraions Services Team Leader

DjayantaTR Ginting

From NAR Logistic Manager to RMX Project Manager

Effendi Agustinus

From AFR Senior Analyst to SITE MGT Representative AGG & CQ Plant

Hendra Permana

Hendro Supramono

From Plant Pd Indah & Serpong Team Leader to SITE MGT Representative CIL Plant

From NAR Plant Designer to Tuban Electrical Engineer

Kusdadi

From Batcher BP Balaraja to Batcher BP Adipala

Nova Lina

From NAR Production Planning Team to NAR Community Relations Officer

Tati Haryani

From TK Head Master to NAR Quarry Admin

New Hire

Andika Lukmana

Deputy Corporate Secretary


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PT Holcim Indonesia Tbk Menara Jamsostek North Tower, 15 th floor Jl. Jend. Gatot Subroto No. 38 Jakarta 12930, Indonesia PO BOX 1197/JKT

Phone +62 21 529 62 011 Fax +62 21 529 62 022 www.holcim.co.id

Membangun Bersama. Masons Cup Branding Geocycle Community Relations Customer care Extended Gallery. PT Holcim Indonesia Tbk

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