Overcoming My Difficulty in Explaining Medical Equipment Products To Clients at Rajawali Medika Mandiri.

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Maranatha Christian University

ABSTRACT

Tugas akhir ini membahas permasalahan yang saya hadapi selama saya melakukan kegiatan magang di PT. Rajawali Medika Mandiri mulai tanggal 2 Juli sampai 10 Agustus 2012. Saya mendapatkan posisi sebagai administrasi di dalam perusahaan tersebut. Saya mengalami kesulitan pada saat menerima pertanyaan dari konsumen mengenai produk- produk yang dijual. Dalam tugas akhir ini saya mencari penyebab- penyebab dan efek- efek dari permasalahan tersebut, dan mengajukan beberapa solusi yang dapat memecahkan masalah tersebut. Metode yang saya gunakan dalam pengumpulan data adalah melalui observasi pada waktu

melakukan kegiatan magang, dan studi pustaka untuk menemukan teori pendukung dari buku, dan artikel dari internet.

Saya menemukan dua penyebab masalah. Yang pertama, saya adalah pemagang baru di perusahaan tersebut dan pengetahuan akan produk-produk yang dijual itu sangat kurang. Dan yang kedua adalah pengetahuan akan istilah- istilah dalam dunia kesehatan itu kurang. Hal-hal tersebut, menyebabkan saya menjadi terlihat tidak profesional dalam menjual barang kepada konsumen, dan mengurangi nilai jual dari produk yang ditawarkan. Selain itu saya juga mengalami stress dalam masa magang saya.

Berdasarkan teori, saya menemukan tiga solusi untuk

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FLOWCHART

the product for the clients 3. I got stressed as a new

employee.

Potential Solution I:

I will make notes about the specific products. brochures about the medical equipment products.

Potential Solution III:

I will ask my supervisor about the medical

My Difficulty in Explaining the Medical Equipment Products to

the Clients

Chosen Solution:

I will make notes, read brochures and books, and ask the

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CHAPTER I

INTRODUCTION

A. Background of the Study

These days, health is a very popular and important issue in our

society. A lot of people look for professional doctors to consult, do their health

check-up, surgery, USG and other means to be healthy. Both hospitals and

doctors try to provide the best services and facilities for their patients.

Therefore, medical equipment products become a major factor in the health

sector to support professional healthcare both in hospitals and doctors’

offices.

I being interested in the health sector, I did an internship in Rajawali

Medika Mandiri, a company which provides medical equipment products.

There are many varieties of the products provided by the company. During

my internship, I held the position as an administration staff. One of my duties

is to explain the products to the clients. However, I find it difficult to do it.

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products offered by the company. Almost all of the products are unfamiliar to

me.

I choose my difficulty in explaining the medical equipment product to

the clients to be my term-paper topic because it is the most difficult thing I

faced during my internship. I am interested in finding out the solutions to the

problem because this problem can be a big problem for a company. It can

make the value of trust and expertise of the company become bad due to

their having an unprofessional worker who cannot explain the medical

equipment products to the clients well. If the problem is not solved, the

company will experience setbacks, and certainly will suffer a loss. Thus, the

problem is analyzed critically and systematically so as to find out the causes

of the problem. For finding the causes, I try to propose some solutions to

overcome the problem so that the causes can be eliminated.

B. Identification of the Study

The problems I am going to analyze in this paper are:

1. Why do I find difficulties in explaining medical equipment products?

2. How do the difficulties affect my working performance?

3. How should I solve the problem in explaining medical equipment

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C. Objectives and Benefits of the Study

The objectives of the study are to know why I find difficult in explaining

medical equipment products and how the difficulties affect my working

performance. Besides, the study also aims to find out the solution to the

problem.

By doing the study, I get some information on how to improve my

product knowledge. I believe this will be beneficial when I have a job later on.

The information will also be beneficial for readers, especially those having the

same problem. I also hope that this study can be a helpful suggestion for PT.

Rajawali Medika Mandiri, which is the object of my study, about the way to

give some training to interns so that the interns can do the job well.

D. Description of the Institution

Based on the Company Profile of PT. Rajawali Medika Mandiri in the

company profile folder provided in the office, PT. Rajawali Medika Mandiri

was first established in 1995 under the name CV.Trimulya. The company

started the business by selling imported medical equipment products.

CV.Trimulya did a good job at providing supplies of qualified medical

equipments. In the first 2 years, the company showed increasing number of

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cities. In 2006, CV.Trimulya changed the name became PT. Rajawali Medika

Mandiri.

The company has a vision, “To be a leading company with a

commitment to serve customers in providing total solution in medical

equipment & software system for hospital & health system.” Whereas their

missions are to:

Provide sales service & after sales service with sophisticated technology;

build a solid organization by developing professionalism, dedication,

commitment, integrity, and human resources competency, as well as a

comfortable working environment; fulfill our determination to deliver what

we promise & satisfy customer needs (par.3).

Nowadays, PT. Rajawali Medika Mandiri has more than 20 staff in

many departments in the office. PT. Rajawali Medika Mandiri is very trustable

in expertise and experiences, proven by the many clients they have.

E. Method of the Study

In the process of making this term paper, I use two methods of the

study. The first is observation which is done when I did internship in PT.

Rajawali Medika Mandiri for 30 days. The observation data is recorded in my

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reseacrh which I searched for theories to support my study from books which

are related to my topic, and also from articles on the Internet.

F. Limitation of the Study

The problem I analyze in this term paper is about my difficulty in

explaining medical equipment products to clients at PT. Rajawali Medika

Mandiri. The problem is based on my experience when I did my internship

from 2nd_{July 2012 until 10}th_{August 2012.}

G. Organization of the Term Paper

Chapter I, the Introduction of the Term Paper, contains information

about the problem analyzed. Chapter II discusses the problem analysis; in

which the causes and effects of the problem are analyzed. Chapter III

discusses the potential solutions to solve the problem. Besides, not only

potential solutions, but the potential positive and negative effects from the

potential solutions are also analyzed. Chapter IV is the Conclusion, which

shows the best solution to solve the problem. The paper ends with the

Bibliography, which contains information about the sources that I use to write

the term paper. The last is Appendices that contains a flowchart and products

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CHAPTER IV

CONCLUSION

During my internship at PT. Rajawali Medika Mandiri I have some

difficulties when I have to explain the products to the client because I was

lacking in product knowledge. Having a duty similar to a sales person, I have

to know the products well, so that I can satisfy the customers who ask for

information. I also find the task difficult because I lack of knowledge of

medical jargons, which are unfamiliar to me and I could not fully understand.

The problem affects my working performance as I became unprofessional in

doing my duties, decreased the value of products for clients and I got

stressed during my internship.

I find three potential solutions to cope with the problem. First, I should

make notes as well as I can about the products. With the notes I can know

the products that are sold from the books and brochures in the office.

Second, I should read the books and brochures about medical equipment

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specifications, functions, brands, and prices well. Third, I should ask the

supervisor about the product to get the fast and accurate information.

Based on the analysis of the three potential solutions, I think a

combination of the three potential solutions is the best solution to handle my

problem. Those three potential solutions can help me face my difficulty when

explaining medical equipment products to clients. Making notes can push me

to read the brochures about medical equipments, so I can get the information

about the products which can improve my product knowledge. The notes can

be very helpful when I have to answer questions from the clients. However,

while reading I will come across some medical jargons that I do not

understand. When that happens, I will ask my supervisor. By doing so, I will

not take too much time of my supervisor, and I can show my responsibility

with my duties. I also believe applying the three potential solutions can make

me more confident to answer the questions from clients.

PT. Rajawali Medika Mandiri has given a lot of experiences and

knowledge to me, even though I get some difficulties during my internship. I

can get new experience too and working there teaches me to be a better

person. However, I would like to suggest to the new intern who wants to do a

job in the same field as I did. In my opinion, the new intern has to learn about

the vocabulary about the medical jargons before they start the internship.

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with medical equipment products. This way can help the new intern to do their

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