Sasaran mutu perusahaan adalah fokus terhadap peningkatan QCD (Quality,
Cost & Delivery) secara berkelanjutan. Mutu produk yang terbaik, efisiensi
produksi yang optimal sehingga menghasilkan harga jual yang kompetitif serta penyerahan barang tepat waktu pada hakekatnya adalah untuk kepuasan dan menjaga kepercayaan pelanggan. Astra Otoparts senantiasa berusaha menjaga dan mempertahankan pelanggan, karena pelanggan yang loyal merupakan aset terbesar yang harus dijaga.
Commitment To Customers
The Company’s target of quality is to focus on the continuous improvements of QCD (Quality, Cost & Delivery). The best quality products, optimal production efficiency resulting in competitive selling price and on-time product delivery are basically for the purpose of achieving customer satisfaction and maintaining the customers trust. Astra Otoparts has been continuously making efforts in maintaining and retaining its customers, since loyal customers are the greatest assets that the Company needs to maintain.
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LAPORAN TAHUNAN 2011 ANNUAL REPORT • PT ASTRA OTOPARTS Tbk. Untuk mendapatkan pelanggan yang loyal, kami menerapkan konsep pemasaran
yang berorientasi pelanggan. Ekspektasi pelanggan sedapat mungkin dipenuhi oleh perusahaan. Pelanggan yang telah memiliki loyalitas kepada perusahaan cenderung melakukan transaksi berulang. Perusahaan ingin selalu menjaga loyalitas ini karena loyalitas pelanggan merupakan salah satu faktor penting dalam mempertahankan kelangsungan hidup perusahaan dalam jangka panjang.
Penanganan Pengaduan Konsumen
Konsumen utama Astra Otoparts adalah main dealer yang memasok produk ke toko-toko, dan toko-toko menjual produk ke pengguna akhir. Pengaduan Konsumen (main dealer) dilayani di kantor pusat PT Astra Otoparts Tbk. Di samping itu perusahaan menyediakan sarana pengaduan secara elektronik melalui situs perusahaan yang telah dipublikasikan ke seluruh pelanggan, yaitu : www. aki.gs.astra.com atau www.aspira.astra.co.id atau email ke custcare@component. astra.co.id. Informasi ini telah sosialisasikan di setiap kemasan produk, sehingga pelanggan tahu tentang jalur pengaduan konsumen.
Penanganan terhadap pengaduan dibedakan dalam dua jenis pengaduan. Pengaduan mengenai masalah teknis ditangani oleh GS Battery atau oleh pabrik pembuat produk tersebut melalui bagian pengaduan (Complain & Claim) Astra Otoparts. Sedangkan pengaduan terkait dengan masalah pemasaran maka akan ditangani oleh bagian pengaduan Marketing Domestik Astra Otoparts.
To attain loyal customers, we implement customer-oriented marketing concept. Customer expectation should be met by the Company at the most possible extent. Customers already showed their loyalty towards the Company tend to perform repeat transactions. The Company intends to maintain such loyalty since customers’ loyalty represents one of important factors in maintaining the Company’s long-term sustainability.
Customers Complaints Management
The major customers of Astra Otoparts
are main dealers that supplying the products to the retailers, and the retailers sell the products to end users. The customer complaints (from main dealers) are managed at the Head Office of PT Astra Otoparts Tbk. The Company also provides electronic complaint facility at the website which has already publicized to all customers at www.aki.gs.astra.com or www. aspira.astra.co.id or email address at custcare@component.astra.co.id. Such information has been displayed in every product packaging so as to make customers well-informed of the channel
for customer complaints.
The handling for the complaints received is categorized into two types. Technical complaints are handled by GS Battery or the battery manufacturer through Complain & Claim Department of Astra Otoparts. Whereas the marketing-related complaints are handled by Domestic Marketing Complaints Department of Astra Otoparts.
In the event of any “Returned Claim for Retails”, the Company would not replace the claims by replacing them with goods; therefore, such returned LAPORAN TANGGUNG JAWAB SOSIAL PERUSAHAAN
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PT ASTRA OTOPARTS Tbk. • LAPORAN TAHUNAN 2011 ANNUAL REPORTDalam hal adanya “Retur Claim Retail”, perusahaan tidak melakukan penggantian
claim dalam bentuk barang sehingga retur claim akan mengurangi AR (Account Receivable) toko yang bersangkutan atau dibayarkan tunai jika ada AR
pembukuan.
Dalam hal adanya “Retur Claim Barang Discontinue”, barang-barang yang
discontinue dari toko-toko akan dianalisa terlebih dahulu penyebabnya. Setelah
jelas duduk persoalannya maka SSC (Share Service Center) Finance Astra Otoparts akan melakukan pembayaran ke toko.
Dalam upaya meningkatkan layanan terhadap konsumen sekaligus menumbuhkan kepercayaan masyarakat terhadap kualitas produk Astra Otoparts, perusahaan tidak ragu memberikan jaminan atau garansi bagi produk-produknya misalnya untuk Aki (MF – 18 bulan, HB – 12 bulan) kecuali digunakan untuk kendaraan angkutan kota (angkot), Pelumas – 1 bulan, Peredam Kejut – 3 bulan. Selain itu Astra Otoparts Divisi Retail juga memberikan pelayanan tambahan berupa gratis semir ban, pembersihan karpet dan cek angin (nitrogen).
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Corporate Social Responsibility
claims would deduct the AR (Account Receivable) of the respective retailers or would be paid in cash should there be any recording of AR.
In the event of any “Returned Claim for Discontinued Products”, the goods which are already discontinued from the retailers would be analyzed first to find the triggering problem of which. After the triggers have been clearly identified, SSC (Share Service Center) Finance of Astra Otoparts would make payments to the retailers.
In terms of improving the services to customers while at the same time nurturing public trust in the quality of Astra Otoparts products, the Company has no reservation in providing guarantees for its products such as Battery (MF – 18 months, HB – 12 months) except for those utilized for public minivans (angkot), Lubricant – 1 month, Shock Absorber – 3 months. In addition, Astra Otoparts Retail Division also provides additional services such as tire polishing, carpet cleaning and tire pressure checking (nitrogen).
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Corporate Social Responsibility
H. Bambang Sugiono, SE, MSi Walikota Jakarta Utara
Mayor of North Jakarta
Kotamadya Jakarta Utara menanggung beban berat dengan makin tingginya jumlah pendatang dari daerah, terutama yang datang untuk mengadu nasib di Jakarta tanpa kejelasan pekerjaan dan tidak mempunyai keahlian apapun. Dengan permasalahan sosial kemasyarakatan yang sedemikian kompleks, tentu saja pemerintah mengharapkan partisipasi dari pihak-pihak swasta yang mempunyai sumber daya dan keinginan untuk berperan aktif dalam pemberdayaan masyarakat di wilayah Jakarta Utara. Oleh karena itu saya atas nama warga di wilayah Jakarta Utara sangat berterima kasih dan menghargai upaya-upaya pengembangan masyarakat yang dilakukan oleh Astra Otoparts melalui program tanggung jawab sosial perusahaan (CSR) di bidang lingkungan hidup, pendidikan, kesehatan serta pembinaan UKM dan kewirausahaan.
North Jakarta municipality bears a heavy burden by the increasing number of migrants from the regions, especially those that come to try their fortune in Jakarta without certainty of job and do not have any expertise.
With such complicated social problems, the goverment certainly expects the participation of private companies who have resources and desire to play an active role in developing the marginal community in North Jakarta. Therefore on behalf of North Jakarta community, I am very grateful and appreciate
every efforts in people empowerment program have been undertaken by Astra Otoparts through its Corporate Social Responsibility (CSR) activities in the field of environment, education, health as well as improving the competence of SMEs and entrepreneurship program.