Customer Satisfaction Management

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Customer Satisfaction Management

Problems To Be Addressed

Tight competition in marketing industry for marketing services and product is getting intense

nowadays. This condition drives companies to provide excellent product and services for their

customers. An integrated service system is needed in order to produce excellent service

covering front stage service and back stage service of a company.

Furthermore the company should also know service quality provided for its customer. To

achieve standard quality service, a company needs to review or evaluate its services to the

customer. Various integrated research method in a series of customer services can be

performed to review and evaluate customer service. In this regard, Service Blueprint can

depict different means/channel through with services are delivered and show the physical

evidence of the service, front line staff actions, behind the scene staff actions, and support

systems

Inputs, finding and evaluation from the customers obtained from the research will help a

company to perform improvement and development provided for its customers. If the

customers are satisfied with the services, indirectly the customers’ loyalty will increase, and it

correlates positively to increase company profit.

Objectives

Having attended this program, the participants are expected to be able to:



Understand customer satisfaction research



Understand and capable of undertaking service blueprint



Understand the important of undertaking redesign service blueprint to improve the

service quality

Subjects Covered



Introduction to the concept of integrated service quality management



Understanding and performing service blueprint



Redesign service blueprint



Composing questionnaire



Customer satisfaction research

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Who Should Attend



Marketing/Sales Manager



Marketing/ Sales Supervisor



R & D

(3)

Customer Satisfaction Management

Menjawab Masalah Apa

Ketatnya persaingan industri pemasaran untuk jasa dan produk yang kian tajam saat ini

menuntut perusahaan untuk dapat memberikan produk serta layanan yang prima kepada para

pelanggannya. Untuk menghasilkan kualitas layanan yang prima tersebut diperlukan sistem

layanan yang terintegrasi, yang meliputi layanan front stage maupun dukungan back stage dari

suatu perusahaan.

Selain itu perusahaan juga perlu untuk mengetahui kualitas layanan yang diberikannya kepada

para pelanggannya. Untuk memenuhi hal tersebut perusahaan perlu untuk melakukan review

ataupun penilaian terhadap layanan yang diberikan. Review dan penilaian ini dilakukan melalui

berbagai metode riset yang terintegrasi pada setiap rangkaian layanan yang diberikan kepada

pelanggannya. Rangkaian layanan ini dapat diperoleh dari gambaran service blueprint.

Masukan, temuan dan penilaian para pelanggan yang diperoleh dari riset ini akan sangat

membantu perusahaan untuk melakukan perbaikan dan peningkatan yang diberikan kepada

pelanggannya. Apabila layanan yang diberikan telah memuaskan pelanggannya, secara tidak

langsung akan meningkatkan loyalitas pelanggan dan berkorelasi positif dengan peningkatan

profit pada perusahaan.

Manfaat Apa Yang Anda Peroleh

Setelah selesai mengikuti program ini, peserta diharapkan mampu:



Memahami tentang riset kepuasan pelanggan



Memahami dan mampu membuat service blueprint layanan



Memahami pentingnya melakukan redesign terhadap service blueprint untuk

meningkatkan kualitas layanan

Apa Saja Yang Dibahas



Pengenalan konsep pengelolaan sistem kepuasan pelanggan terpadu



Pemahaman dan pembuatan service blueprint layanan



Re-desain service blueprint layanan



Pembuatan kuesioner

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Siapa yang Perlu Ikut



Marketing/Sales Manager



Marketing/ Sales Supervisor



R & D

(5)

PARTICIPANTS

Spv

PUBLIC TRAINING

• DECISION SCIENCE

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

• STRATEGIC MANAGEMENT

Corporate Parenting Company Strategic Planning Managing Organizational Change Business Model Canvas

Innovation Strategy (New)

Managing Innovation for Organization Growth (New) Product Innovation Management

Strategic Decision Making

Creative Thinking Technique Practical Problem Solving

Minaut Indonesia - Problem Solving & Decision Making

24-25 30 Jun-01 Jul 22-23 17-18

22-23 10-11 08-09 27-28 08-09

01-02 26-27 12-13 25-26

12-13

26-30 23-27 16-20 13-17 04-08_25-29 _{31 Aug-04 Sep}10-14 28 Sep-02 Oct_19-23 _{30 Nov-04 Dec}09-13 14-18

04-06 25-26 21-22 15-17 16-17 28-30 01-03 28-30 08-09 11-13 06-08 20-22 12-13 30 Sep - 02 Oct 18-20 02-04 09-11 01 02 03 04 05 06 07 08 09 10 11

• HUMAN RESOURCE MANAGEMENT

Human Resources Management Competency Based HRM/CBHRM Practical Job Analysis

Designing Competency Model Talent Management

Competency Based Recruitment & Selection Practical Behavior Based Interview Designing Learning Program Designing Training Program Evaluating Training Program

Measuring Return On Training Investment - ROTI

14-18 23-27 10-12 17-19 29 Sep - 01 Oct 26-30 21-22 12-13 14-18 10-14 08-12 17-18 19-21 06-07 12-13 17-19 20-24 09-13 09-13 01-02 10-11 25-27 19-21 21-23 07-08 02-03 24-26 25-27 08-10 04-05 04-05 26-28 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Hours 16 20 16 20 16 24 24 16 16 16 40 40 20 16 16 16 24 16 24 24 16 16 Staff Mgr Sr Mgr Days 2 2.5 2 2.5 2 3 3 2 2 2 5 5 2.5 2 2 2 3 2 3 3 2 2 6,000,000 6,000,000 4,600,000 5,000,000 5,500,000 5,000,000 5,000,000 4,850,000 4,700,000 4,600,000 7,500,000 6,200,000 4,650,000 4,200,000 4,400,000 4,400,000 4,850,000 4,400,000 4,400,000 4,850,000 4,400,000 4,500,000 Price (IDR)

• GENERAL MANAGEMENT

Training for Trainers Office Management

Filing Management (New Tittle)

Designing Standard Operating Procedure (SOP) Management for Professional Secretary

30 Sep - 02oct 21-23 01-02 12-13 06-08 19-21 19-20 27-28 18-20 05-06 01-03 16-17 08-09 17-19 29-30 11-13 19-21 11-12 16-18 17-19 17-18 24 24 16 16 24 3 3 2 2 3 5,750,000 5,000,000 4,500,000 3,850,000 5,200,000

(6)

• MARKETING MANAGEMENT

Competitive Marketing Strategy

Marketing Plan for Sustainable Competitive Advantage Marketing Management

Building Service Culture

Customer Satisfaction Management Customer Service Orientation Enhancement Marketing Channel Strategy (New) Sales Management

Salesmanship

Negotiation Skill for Business Winning Product Management Digital Marketing

Applied Marketing Research

08-10 20-22 01-03 03-05 21-22 22-23 27-29 11-13 24-26 14-16 28-30 09-11 06-08 04-06 20-21 03-05 26-27 18-19 28-30 22-23 09-10 16-17 29 Sep - 01 Oct 01-03 10-12 09-11 07-09 25-27 22-23 24-25 23-24 19-20 03-04 01-02 04-05 01-02 28-30 28-30 28 29 30 31 32 33 34 35 36 37 38 39 40

• OPERATION MANAGEMENT

Project Procurement & Risk Management Operation Exellence

Inventory Management Purchasing Management

Distribution & Transportation Management (New) Project Management

Owner’s Estimate

Lean System (New)

Workplace Producticivity Improvement Work Load Analysis

Warehouse Management Maintenance Management 23-27 08-12 03-05 29 Sep - 01 Oct 01-03 15-17 08-10 15-17 24-26 18-20 11-12 02-03 12-13 08-10 12-13 21-23 27-29 15-17 11-13 21-23 03-05 20-22 25-27 23-25 04-05 22-23 03-05 10-12 16-17 07-09 14-16 06-07 22-24 29-30 27-29 31 Mar - 02 Apr 17-19 19-21 05-07 24-26 16 20 24 16 20 16 20 20 16 20 20 16 20 36 16 24 16 24 36 24 20 16 24 20 16 24 16 20 24

PARTICIPANTS

Spv Staff Mgr Sr Mgr

PUBLIC TRAINING

2 2.5 3 2 2.5 2 2.5 2.5 2 2.5 2.5 2 2.5 4.5 2 3 2 3 4.5 3 2.5 2 3 2.5 2 3 2 2.5 3 Days 5,100,000 4,650,000 5,100,000 4,200,000 4,200,000 4,200,000 4,850,000 4,850,000 4,200,000 4,850,000 4,850,000 3,850,000 4,850,000 5,850,000 4,100,000 5,850,000 4,100,000 4,100,000 5,750,000 5,250,000 5,400,000 4,100,000 6,000,000 4,200,000 4,100,000 4,100,000 4,000,000 5,300,000 4,950,000 Price

(IDR) JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 Production/Operation Management Quality Management (New) Supply Chain Management

Production/Operation Planning & Control

26-30 07-08 20-21 25-29 02-06 06-08 19-21 17-19 11-13 10-12 Hours

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• FINANCIAL MANAGEMENT

Finnon 1 : Understanding Financial Statement Finnon 2 : Profit Planning & Capital Budgeting Integrated Risk Management

Treasury Management

Budgeting

Financial Statement Analysis Effective Cost Management

28-30 27-28 11-13 18-20 19-21 12-14 21-23 02-03 27-29 01-03 09-10 24-26 18-20 16-18 27-29 03-05_{30 Jun - 02 Jul} 22-23 15-16 07-08 17-18 09-10 06-08 11-12 03-04 26-27 16-17 30 Sep - 02 Oct 08-09 12-13 02-04 25-26 15-16 11-13 24-25 57 58 59 60 61 62 63 64 65 66 Internal Audit

Forensic Accounting & Fraud Investigation Feasibility Study 24-26 20-22 11-13 09-11 18-20 28 Sep - 02 Oct 09-13 31 Mar - 02 Apr

• SPECIAL PROGRAM

Young Manager’s Program

Assessment Center Assessor Certification

Sertifikasi Ahli Pengadaan Barang/Jasa Pemerintah New Product Development Professional

Human Capital Management Certification (HCMC) Modul 1 : Aligning HCM strategy & Corporate Strategy Modul 2 : Acquiring & Developing the Right Employees Modul 3 : Retaining the Best Employee

Modul 4 : Increasing Employee Engagement

25-29

21-23 28-30

25-27

21 Apr - 05 Jun 29 Sep - 13 Nov

02-06 16–18 10-13 15-17 20-22 24-26 20-24 08-12 24-28 04-06 25-28 05-09 09-13 23-27 07-11 07-11 26-30 23-27 67 68 69 70 71

• MANAGING OTHERS

Managing People Effective Leadership Managing Team Development Effective Supervisory Management Leader as A Coach (New)

02-04 08-10 03-05 16-17 19-20 11-13 12-13 20-22 06-08 21-22 10-11 03-05 15-16 01-03 25-27 17-18 31 Mar-02 Apr 14-15 28-30 19-20 19-21 27-28 04-06 27-29 10-11 24-26 _{30 Jun - 02 Jul}03-05 72 73 74 75 76 77 78 79 80

PARTICIPANTS

PUBLIC TRAINING

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

20 16 20 16 20 16 16 40 20 20 110 40 40 24 32 24 24 24 20 16 24 24 16 Spv Staff Mgr Sr Mgr 2.5 2 2.5 2 2.5 2 2 5 2.5 2.5 28 5 5 3 4 3 3 3 2.5 2 3 3 2 Days 5,500,000 4,400,000 5,500,000 4,400,000 4,500,000 4,950,000 5,200,000 5,100,000 4,950,000 5,500,000 19,200,000 9,800,000 5,300,000 15,000,000 6,800,000 5,000,000 5,000,000 5,000,000 4,950,000 5,750,000 6,200,000 5,750,000 4,100,000 Price (IDR)

• PERSONAL EFFECTIVENESS

Effective Business Communication Report Writing

Business Presentation Skill Time Management 24-26 24-25 16-18 02-04 19-20 12-13 28-29 18-20 25-26 12-13 04-05 11-13 15-17 29-30 12-13 17-18 16 20 20 16 2 2.5 2.5 2 4,000,000 5,000,000 4,200,000 4,000,000 All Program Will Be Presented In Bahasa Indonesia

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INFORMASI PENDAFTARAN

Nama Peserta Jabatan

Formulir Pendaftaran Program Pengembangan Eksekutif

2015

PPM Manajemen www.ManajemenForum.Com

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PERHATIAN - KETENTUAN PEMBATALAN !

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