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Maranatha Christian University

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ABSTRACT

Perjalanan merupakan hal yang penting dilakukan saat ini. Perjalanan dilakukan untuk berbagai kebutuhan, seperti berlibur, berbisnis, dan mengunjungi teman atau sahabat. Untuk melakukan perjalanan, banyak alat transportasi yang dapat digunakan seperti bus, kereta api, mobil, motor, perahu, dan pesawat terbang. Khusus untuk bepergian jarak jauh, pesawat terbang merupakan pilihan utama. Kebutuhan akan perjalanan, khususnya yang menggunakan pesawat terbang menyebabkan berdirinya sejumlah perusahaan tour and travel, salah satunya adalah TX Boebat Tour and Travel.Dalam masa magang di TX Boebat, saya mengalami masalah dalam melayani pelanggan. Pelanggan menginginkan pelayanan yang lebih cepat, akan tetapi, sebagai pekerja baru di TX Boebat, saya hanya memiliki sedikit pengetahuan dan pengalaman kerja di bidang tour and travel.

Penyebab yang saya hadapi pada masa magang adalah kesulitan untuk menghafal three letters code. Hal ini diperparah dengan perangkat lunak pada komputer perusahaan yang mengharuskan memasukkan kode tiga huruf tersebut untuk menentukan kota tujuan. Penyebab lainnya adalah rendahnya pengalaman kerja serta pengetahuan akan produk di bidang tour and travel. Efek dari masalah tersebut adalah dibutuhkan waktu yang lama untuk melayani pelanggan sehingga menimbulkan ketidakpuasan bagi para pelanggan. Berdasarkan teori, terdapat tiga solusi potensial yang dapat digunakan sebagai jalan keluar dari

permasalahan yang saya hadapi. Setiap solusi mempunyai efek negatif dan efek positif. Solusi pertama adalah perusahaan menggunakan metode

on-the-job training dalam melatih saya. Solusi kedua, saya melakukan simulasi pekerjaan bila sedang tidak melayani pelanggan. Solusi terakhir, saya meminta pemilik perusahaan untuk mengganti perangkat lunak agar lebih mudah digunakan.

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TABLE OF CONTENTS

ABSTRACT... i

DECLARATION OF ORIGINALITY... ii

PERNYATAAN ORISINALITAS LAPORAN PENELITIAN ... iii

PERNYATAAN PUBLIKASI LAPORAN PENELITIAN ... iv

ACKNOWLEDGEMENTS ... v

TABLE OF CONTENTS... vi

CHAPTER I. INTRODUCTION ... 1

A. Background of the Study ... 1

B. Identification of the Problem... 2

C. Objectives and Benefits of the Study ... 3

D. Description of the Institution ... 3

E. Method of the Study ... 4

F. Limitations of the Study ... 4

G. Organization of the Term Paper ... 5

CHAPTER II. PROBLEM ANALYSIS... 6

CHAPTER III. POTENTIAL SOLUTIONS ... 9

CHAPTER IV. CONCLUSION ... 13

BIBLIOGRAPHY

APPENDICES

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FLOWCHART

Effect 1: Need longer time to serve customer

Effect 2: Customer became disgruntled

Potential Negative Effects: 1. Employee who trains new employee cannot do

his work at the same need not spend more

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CHAPTER I

INTRODUCTION

A. Background of the Study

Travelling is an essential part of life (Alex par. 1). People need to

travel for a variety of purposes (Alex par 2-6, Merith par. 2-11), some for

vacation or relaxation, some for business, some for visiting their friends

and family. They can travel by bus, train, car, motorcycle, ship, or airplane.

For people who want to travel, people usually reserve their itinerary in

advance, they can do it by themselves or they can ask tour and travel

agencies to do it for them.

Due to the high demands for tour and travel agencies, many tour and

travel companies have been established in last recent years. Most of them

have to compete with each other that prioritize in lower price and customer

satisfaction to attract more customers to use their service. The main goal

of these companies is to serve their customer with high quality of service

according to the customer’s needs. One of those companies is TX Boebat

tour and travel where I did my apprenticeship.

The problem I encountered during my apprenticeship mostly was how

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Maranatha Christian University 2

customer wanted to buy an airplane ticket by phone, I needed to input

their profile and destination data in the computer system. But I took a long

time to search for the three letter destination city code that was needed to

complete the destination data. Therefore, the customer felt disgruntled by

my service.

Such a problem happened because of my lack of tour and travel

experience and knowledge. Furthermore, this problem could impact the

image of the company itself if it gives slow customer service that makes

the customer have to wait a long time just to book one ticket. In addition,

another employee had to accompany me when I was helping the

customer. Due to this fact, I agree that employees in tour and travel

companies are required to have knowledge about tour and travel terms.

Moreover, they have to serve the customers well and quickly, so that,

customers can be happy with the service and can come again for the next

time.

B. Identification of the Problem

To make this study easy to be analyzed, I will state questions,

specifically:

1. How can TX Boebat Tour and Travel transfer tour and travel

knowledge effectively to a new trainee?

2. How can TX Boebat Tour and Travel serve the customer more

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C. Objectives and Benefits of the Study

Based on the problem that I encountered, the objectives of this study

are stated below.

1. To find out how to train a new trainee to have tour and travel

knowledge that help in serving the customers.

2. To find out the best way to solve the problem that I encountered

that I cannot fulfill customer demand for quicker services during

the apprenticeship at TX Boebat.

While the benefits of this study are stated below.

1. For TX Boebat, to know the most efficient way to give the best

customer satisfaction by training their staff to master their roles.

2. For the readers, to know how to overcome this problem if they

encounter the same problem.

3. For me, to know and understand that every problem has several

potential solutions and I have to choose the best one.

D. Description of the Institution

TX Boebat was established on April 12, 2009. The name of TX is an

acronym of “Thanks”, while “Boebat” was taken from its location, Jalan

Buah Batu (Bubat). TX is the name of a tour and travel company which is

a franchise. The owner named his company TX Boebat so that it can be

easily known and remembered.

Before running his own business, the owner worked for about twenty

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and his interest in tour and travel made him learn about routes.

Consequently, he knows a lot about flight routes.

Then, the owner wanted to establish his own business in tour and

travel. For this purpose, he surveyed several tour and travel franchises. As

a result of his survey, he decided to choose TX because he thought its

management was the best. As the next step, he bought the franchise of

TX and established TX Boebat. He started to run the business on April 12,

2009, and he still runs it until now.

TX Boebat serves customers who want to book tickets, make hotel

reservations, and also go on tours and cruises. TX Boebat serves

customers by telephone, text message, e-mail, and face to face.

Moreover, TX Boebat will deliver the ticket or hotel voucher to the

customers’ home if they wish.

E. Method of the Study

The data of this term paper are collected from my experience and

observation during my apprenticeship, which I recorded in my

apprenticeship journal and library research. The sources for the theories

used in this term paper are gathered from books and electronic sources.

F. Limitation of the Study

This term paper will focus on my experience when I did my

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month, from July 20 – August 19, 2009; especially the way to serve

customers more quickly.

G. Organization of the Term Paper

This term paper will be divided into four chapters, which are:

Chapter I is Introduction. This chapter consists of the background of

the study, identification of the problem, objective and benefits of the study,

description of the institution, method of the study, limitation of the study,

and the organization of the term paper.

Chapter II is Problem Analysis. This chapter consists of two parts.

First, the causes of the problem that I encountered during my

apprenticeship will be discussed. Second, the effects of the problem are

discribed.

Chapter III is Potential Solutions. This chapter consists of two

potential solutions. Each potential solution has potential positive effects

and potential negative effects. In this chapter, I describe those potential

solutions and their positive and negative effects one by one.

Chapter IV is Conclusion. This chapter contains the best solution that

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CHAPTER IV

CONCLUSION

Owing my apprenticeship experience, I encountered one main

problem. The problem was customer demand for quicker services. The

customers who are buying tickets want to be served quickly.

Unfortunately, I cannot remember the three letter codes of the city,

besides my lack of working experience and product knowledge. It made

me take a long time to serve the customers. Moreover, the software of the

computer requires a three letter code to decide a city’s destination. As a

result, I could not serve customers quickly. Customers are not happy if

they wait for a long time. This is an example of inefficiency in work.

Indeed, both time and effort are wasted because of inefficiency.

Knowing the problem, with its causes and effects, I tried to find

suitable solutions. There are three possible solutions that could be chosen

in order to solve the problem. Each of these potential solutions has both

negative and positive effects. The first potential solution is using on-the-job

training. The potential positive effects of this potential solution are the

company need not spend more time and money to train new employees

but the new employees can get the necessary knowledge and skills.

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do their own job at the same time as they train the new employee and

it takes time to ask my supervisor while serving the customer. Next, the

second potential solution is to do more simulations. The positive effects of

this solution are being risk-free and improving employees’ skills (Noe 287).

Of course, there is one negative effect that it could annoy the other staff.

Finally, the last potential solution is asking the owner to change or develop

the software or computer system. The potential positive effect is the needs

of the user can be fulfilled, while the potential negative effects are the

company needs more money to do it and it is impossible because TX

Boebat is a franchise company with a system that is set by TX.

In this chapter, I would like to discuss the best solution to solve the

problem that I have encountered. After considering some solutions, with

their positive and negative effects, I believe that the best solution of the

problem is combining the first and the second potential solutions. The

chosen solutions are combining on-the-job training and doing more

simulations.

As my conclusion, I choose the first solution because I cannot serve

the customers quickly. Thus, I need help from another employee to serve

customers well and quickly. Beside that, if I am given guidelines, I can

improve my skill and knowledge. The second solution is doing more

simulations. This is chosen because it is free-risk. This solution can be

done when there are no customers. It means I train myself when there are

no customers. Moreover, by doing the simulations, it has no risk of making

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Maranatha Christian University

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Based on the explanations above, I would like to answer the questions

I stated before in chapter 1. The questions are “how can TX Boebat Tour

and Travel transfer tour and travel knowledge effectively to a new

trainee?” and “how can TX Boebat Tour and Travel serve the customer

more efficiently?” I would like to make a conclusion that to transfer tour

and travel knowledge to a new trainee is the trainee has to be given

training and the senior staff who train has to accompany untill they can

know and understand the knowledge. It matches the first solution. Again,

using the on-the-job training method can transfer tour and travel

knowledge to a new trainee, because the senior staffs as trainers give the

trainee information and knowledge about the tour and travel. In order to

answer the second question, the best way for TX Boebat Tour and Travel

to serve the customer more efficiently is to train staffs with and without

other people. Through training, the knowledge can be useful and often be

used. Thus, the staff will fluently serve the customer. Training with others

means other people act as our trainer for new staff. It matches the first

solution. Training without others means the new staff trains hiself, for

example with simulations. It matches the second solution. Finally, I hope

this study can be useful for me and for other people, as experience is the

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BIBLIOGRAPHY

Printed Sources

Hartono, Jogiyanto. Sistem Teknologi Informasi. Yogyakarta: ANDI, 2003.

McLeod, Raymond, and George P. Schell. Management Information

Systems. Tenth ed. New Jersey: Prentice Hall, 2007.

Noe, Raymond J. Human Resources Management: Gaining A Competitive

Advantage. 5th ed. New York: McGraw-Hill, 2006.

Electronic Sources

Alex, John. “Why Traveling is Important.” 8 Sept. 2008. Associated

Content. 26 March 2010

<http://www.associatedcontent.com/article/961764/why_traveling_is_i

mportant_.html?cat=16>. and

<http://www.associatedcontent.com/article/961764/why_traveling_is_i

mportant__pg2.html?cat=16>.

Merith, Shirley "10 Reasons Why People Travel." 10 Reasons Why People

Travel. 4 Aug. 2009 EzineArticles.com. 26 March 2010

<http://ezinearticles.com/?10- Reasons- Why- People-

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Maranatha Christian University Richardson, Melvin. “Effects of Poor Customer Service.” 30 July 2009.

eHow. 16 Nov. 2009

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