Tata Kelola Perusahaan Good Corporate Governance
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Tanggung Jawab Sosial Terkait Dengan Tanggung Jawab Perseroan Kepada Pelanggan
Perseroan bertanggung jawab terhadap kepuasan pelanggan, diantaranya dengan mengakomodasi keluhan pelanggan melalui kemudahan dan kelancaran komunikasi, melakukan secara konsisten kegiatan-kegiatan antara lain customer gathering dan terus menyediakan kontak khusus untuk penanganan keluhan pelanggan.
Media komunikasi yang digunakan untuk mendukung kemudahan dan kelancaran komunikasi antara Perseroan dan pelanggan adalah melalui:
CSR Related To The Company's Responsibility To Customers
The Company is responsible for customers' satisfaction, among others by accommodating customers' complaints through facilitation and smoothness of communication, consistently conducting activities, e.g. customer gathering, and continuously providing a special contact for handling customers complaints.
The following is the communication media used to support easy and smooth communication between the Company and customers:
Alamat Surat
I
Mail Address: : APL Tower 37th Floor Jl. Letjen S. Parman Kav. 28Jakarta 11470 - Indonesia Telp: +62 21 2934 5888 Fax : +62 21 2934 5899 Email: [email protected]
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Alur Penanganan Keluhan Pelanggan
Flow of Customer Complaint Handling
Prosedur Dukungan Telepon
Support Call Procedure
Customer PIC MII Support Center MII Technical Support Principal
Incident Detected
Created Support Ticket on Remedy System
http://m-care.mii.co.id
Closed
Closure Process Global
Support
Solved On Site
Report
Proposed / Workaround
Solution
Solved Solved by Phone /
Email / Remote
Incident Report
Satisfaction Survey Call To:
021 - 23945678
Email:
Y
Y
Y N
N
N
Tanggung Jawab Sosial Terkait Dengan Tanggung Jawab Perseroan Terhadap Lingkungan Hidup
Tujuan Program CSR Perseroan dalam bidang lingkungan hidup adalah untuk menunjang pemberdayaan masyarakat yang berkelanjutan dan berwawasan lingkungan hidup dalam menjaga keseimbangan alam bagi generasi mendatang.
Dalam mencapai tujuan tersebut, di tahun 2013, Perseroan melaksanakan strategi antara lain mempergunakan perlengkapan kerja yang ramah lingkungan dan melaksanakan program efisiensi pemakaian air, listrik dan kertas serta penggunaan lampu hemat energi.
CSR Related To The Company's Responsibility To The Environment
The objective of the Company's CSR Program in environmental sector is to support empowerment of sustainable community with environmental perspective in maintaining natural balance for the next generation.
In achieving such objective, in 2013, the Company implementing strategies, among others by using environmentally friendly work equipment and carrying on efficiency program of the use of water, electricity, paper, and energy-saving light.
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Director
Support & Delivery Division Manager
Technical Consulting Manager
Technical Account
Manager (TAM) M-CARE Support
Customer
Tanggung Jawab Sosial Terkait Dengan Ketenagakerjaan, Kesehatan dan Keselamatan Kerja (K3)
Perseroan menganggap karyawan sebagai aset terpenting dan berharga dan sangat menghargai setiap kontribusi yang diberikan karyawan. Oleh karena itu Perseroan mengupayakan untuk selalu meningkatkan kualitas lingkungan kerja.
Dalam mencapai tujuan K3 di tahun 2013, Perseroan melakukan kegiatan yang meliputi:
Praktik Ketenagakerjaan
Dalam praktik ketenagakerjaan, strategi yang dilakukan Perseroan diantaranya adalah melakukan pelatihan, menggunakan teknologi terbaik untuk meningkatkan
CSR Related To Employment, Health, And Safety (HSE)
The Company considers employees as the most important and valuable assets and highly appreciates every contribution by the employees. Therefore, the Company seeks to consistently improve working environment quality.
To achieve the objective of HSE in 2013, the Company conducts the following activities:
Employment Practices
In employment practices, the Company adopts some strategies; among others are conducting training, using the best technology to increase work effectiveness, maintain the
Alur Eskalasi
Flow of Escalation
efektifitas kerja, menjaga aset dan lingkungan di wilayah kerja, meningkatkan kesadaran dan kompetensi pekerja agar dapat melaksanakan pekerjaan dengan benar dan aman serta efisien dan efektif serta menciptakan dan memelihara harmonisasi hubungan dengan pemangku kepentingan untuk membangun kemitraan yang saling percaya dan menguntungkan.
Praktik Kesehatan & Keselamatan Kerja (K3)
Dalam praktik K3, Perseroan memberikan perlindungan kepada para karyawannya melalui program Jaminan Kesehatan Karyawan dan penerapan Kewajiban sebagaimana yang tercantum dalam Sistem Manajemen Keselamatan dan Kesehatan Kerja, seperti pengadaan APAR, health room, floor warden di setiap lantai, floor plan di setiap ruangan.
Ketersediaan health room merupakan salah satu upaya Perseroan dalam membantu kesehatan karyawan saat pemulihan kesehatan, dengan memperhatikan aspek kenyamanan dan privasi. Dengan mempertimbangkan bahwa, ibu bekerja bukan merupakan alasan untuk menghentikan pemberian ASI eksklusif, health room juga dapat digunakan bagi para ibu menyusui agar dapat memompa ASI atau E-ping (exclusive pumping) selama jam kerja berlangsung.
Praktik K3 merupakan salah satu bagian dari manajemen Perseroan yang distrukturkan secara sistematis sebagai sebuah sistem untuk mencapai visi dan misi Perseroan.
Sehingga Perseroan berkomitmen bahwa semua karyawan Perseroan harus menerapkan Sistem Manajemen K3.
Komitmen tersebut diterapkan oleh Perseroan antara lain dengan:
• Memberikan perlindungan kepada para karyawan melalui program Jaminan Kesehatan Karyawan dan penerapan Kewajiban sebagaimana yang tercantum dalam Sistem Manajemen K3.
• Mengalokasikan sumber daya yang diperlukan seperti membentuk struktur organisasi pengelola K3. Pada tahun 2013, Perseroan telah membentuk
assets and environment within the working area, increasing awareness and competence of employees to enable them to complete their works accurately, safely, efficiently, and effectively, and creating and maintaining harmonious relationship with stakeholders to build reliable and profitable partnership.
Health & Safety (HSE) Practices
In HSE practices, the Company also provides protection for its employees through Employee Healthcare Services and application of Obligations as specified in Health and Safety Management System, such as procurement of portable fire extinguisher, health room, floor warden in each floor, and floor plan in each room.
Availability of health room is one of the Company's efforts to support the health of employees during their recovery by observing convenience and privacy aspects. By considering that a working mother is not a reason to stop exclusive breastfeeding, health room may also be used by breastfeeding mothers to pump their breast milk or E-ping (exclusive pumping) during working hours.
HSE practice is one of the parts of the Company's management which is systematically structured as a system to achieve its vision and mission. Accordingly, the Company is committed that all of its employees must apply HSE Management System. Such commitment is applied by the Company among others by:
• Providing protection for employees through Employee Healthcare Services and application of Obligations as specified in HSE Management System.
• Allocating required resources such as establishing organization structure of HSE management. In 2013, the Company has established a supporting organ to
Tata Kelola Perusahaan Good Corporate Governance
organ penunjang yang mengelola K3 yang dipimpin oleh seorang manajer K3, yang bertugas untuk merencanakan, melaksanakan, dan mengendalikan seluruh program K3.
Perseroan telah merencanakan dan mengimplementasikan K3 melalui kelengkapan soft structure (kebijakan K3), pelatihan dengan materi K3LL OHSAS 18001, 1st Aider, Panduan Umum HSE, Fire Drill, HSE Induction dan, kelengkapan dokumen-dokumen seperti panduan umum HSE, HIRAC, dokumen tanggap darurat, dokumen inspeksi/audit, safety briefing, poster floorwarden dan bendera, call tree dan dokumen terkait penempatan APAR dan health room, dan pengelolaan limbah.
H S E C o m m u n i c a t i o n M a n a g e m e n t m e r u p a k a n implementasi K3 kepada para karyawan Perseroan melalui sosialisasi budaya kerja di Perseroan dengan Majalah Insite, HSE Newsletter dan HSE Breaking News serta melalui rapat-rapat sesuai dengan level jabatan. HSE Core Meeting dan HSE Meeting on Buliding Management masing masing dilaksanakan 1 bulan sekali dengan peserta rapat Manajer, Koordinator dan Sekretaris sedangkan HSE General Meeting dilaksanakan 3 bulan sekali yang dihadiri oleh semua anggota HSE.
Untuk tahun 2014, Perseroan telah merencanakan untuk menerapkan kesehatan industri diantaranya dengan melakukan pengawasan terhadap suhu ruangan, ruang kosong disesuaikan dengan jumlah sumber daya, pengawasan suhu pada ruang data center, melengkapi tanda-tanda khusus seperti lift dalam perbaikan, lantai licin, peraturan untuk masuk ke ruang Data Center, dan lain-lain.
manage HSE led by an HSE manager, who has the duties to plan, implement, and control HSE program.
The Company has planned and implemented HSE through completeness of soft structure (HSE policy), training with HSE material of OHSAS 18001, 1st Aider, General Guideline on HSE, Fire Drill, HSE Induction, and documents such as general guideline on HSE, HIRAC, emergency response document, inspection/audit document, safety briefing, floor warden poster and flags, call tree and documents related to placement of portable fire extinguisher and health room, as well as sewage treatment.
HSE Communication Management is HSE implementation to the Company's employees through dissemination of working culture in the Company in Insite Magazine, HSE Newsletter and HSE Breaking News as well as meetings by position levels. HSE Core Meetings and HSE Meeting on Building Management are respectively convened once a month and attended by the Manager, Coordinator, and Secretary. Meanwhile, HSE General Meeting is convened every 3 months, wherein all HSE members become attendees.
For 2014, the Company has planned to apply industrial health, among others by supervising room temperature, empty room as adjusted to the quantity of resources, temperature supervision in the data center room, and making special signs, such as lift is under repair, wet floor, rules to enter the data center room, etc.
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Audit
Documentation Secretary
Int Coordinator
Floor Warden Lt. 42 Floor Warden Lt. 37 Floor Warden Lt. 38 Floor Warden Lt. 41
BGR
Managed Services ERP PMO Support and Delivery Services
Ketua II (Ext Ops Coord) Penanggung Jawab
(President Director) Penasihat (Director) Ketua Umum (HSE Manager)
Ketua I (HR Coordinator)
Employee
Tata Kelola Perusahaan Good Corporate Governance