PLN SCIENCE AND TECHNOLOGY OLYMPIAD IN ENGLISH 2015
BREAKTHROUGH TO OUR FUTURE WITH SCIENCE AND TECHNOLOGY
ACCOUNT EXECUTIVE MANAGEMENT OF
RAYON PRIMA PRIANGAN
1. TEGUH PRASETYO UTOMO (8912566ZY)
AREA BANDUNG
2. CANDRA DEWI PRAKARTI (93141126ZY)
AREA BANDUNG
3. MOCH. IQBAL KURNIA (9513013LY)
AREA BANDUNG
PT PLN (PERSERO) DISTRIBUSI JAWA BARAT DAN BANTEN AREA BANDUNG 2015 PT PLN (PERSERO) DISTRIBUSI JAWA BARAT DAN BANTEN
SERVICE EXCELLENT ACCOUNT EXCECUTIVE
EXECUTIVE SUMMARY
Rayon Prima Priangan is one of Area Bandung Unit that gives the biggest contribution among other Units. Rayon Prima Priangan serves customers above 200 kVA. Therefore the service given by Rayon Prima Priangan is different than other Units in Area Bandung. Rayon Prima Priangan shares 41,1 % from the total income of Area Bandung. That is why Rayon Prima Priangan has to give an excellent service for each of its customers by providing Account Excecutives.
The main responsibility of Account Excecutive is handling customers complaint, so they
aren’t disappointed and satisfied with PLN service. With this excellent service PLN can improve its image and maintain the amount of customers. If PLN has many customers especially potential customers, of course PLN can earn much revenue that leads to bigger profit.
Keywords: Account Excecutive, Service Excellence, Profit.
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“ Creative Resources Development to Support 35 GW Program”
PT PLN (PERSERO) DISTRIBUSI JAWA BARAT DAN BANTEN
SERVICE EXCELLENT ACCOUNT EXCECUTIVE
CHAPTER I
INTRODUCTION
1.1. Background Here is a table containing kWh revenue of each units in Area Bandung that is collected from TUL III - 09 of May, 2015. Table 1.1 Perbandingan Pendapatan kWh
NAMA RAYON PENDAPATAN PERSENTASE
SELATAN 10.3% 35,763,757.00 BARAT 8.7% 30,084,329.00 UTARA 11.1% 38,487,042.00 TIMUR 8.5% 29,546,155.00 CIJAWURA 6.6% 22,873,224.00 UJUNG 7.5% BERUNG 26,075,403.00 KOPO 7.1% 24,692,603.00 PRIMA 40.0% 138,241,985.00
Table 1.2 Perbandingan Pendapatan Rupiah
NAMA RAYON PENDAPATAN PERSENTASE
SELATAN 10.7% 42,989,076,949.00 BARAT 8.3% 33,342,680,093.00 UTARA 12.0% 48,162,224,651.00 TIMUR 8.0% 31,952,889,809.00 CIJAWURA 6.3% 25,365,039,940.00 UJUNG 6.6% BERUNG 26,244,376,157.00 KOPO 6.9% 27,624,921,204.00 PRIMA 41.1% 164,473,146,660.00
From the tables we can conclude that Rayon Prima Priangan contributes significant impact both the total kWh revenue and income of Area Bandung.
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SERVICE EXCELLENT ACCOUNT EXCECUTIVE
Since Rayon Prima Priangan only has 567 customers, it can focused more towards each customers need. We know that these potential customers have a high expectation to get excellent service from PLN. Therefore, management of Area Bandung decides to give special job description in Rayon Prima Priangan, called Account Excecutive. The main responsibilty of Account Excecutives is to look after every single customer. They must be aware of any uncomfortable conditions happened with their customers. Besides, they have to inform all of PLN new regulation that customer need. If PLN fails to meet the potential customers need, it can give disadvantanges towards PLN such as, disconnecting request, power down request, more over it brings harm for PLN image. Eventough Account Excecutive can’t predict such an electricity disturbance that can cause a potential loss, it can be eliminated by the pressence of Account Excecutives. They can directly inform the customers about the cause of electricity disturbance and how long it will last. With these quick information, customers will feel that they are prioritized.
1.2. Focusing the Problems
The Account Excecutive management is focussing on customers bill above 1 Billion.
1.3. Methodology The methodologies used to overcome the problems are as follows:
1. Observation Method Collecting data of potential customers. 2. Experiment Method Doing several visits to potential customers
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SERVICE EXCELLENT ACCOUNT EXCECUTIVE
CHAPTER II
PURPOSE
The intentions of having Account Excecutive management are:
a. To keep a condusive business relationship between PLN Area
Bandung and its potential customers. b. To avoid critical damage caused by customer’s hard complaint. c. To maintain PLN revenue coming from potential customers
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SERVICE EXCELLENT ACCOUNT EXCECUTIVE
CHAPTER III
DISCUSSION
3.1 Definition of Account Executive Management
Account executive management is a process of planning, organizing,
actuating, and evaluating a business relationship between producer and its prioritized customers that can lead to service excellence and customers satisfaction.
3.2 Concept of Rayon Prima Priangan Account Executive Management
Before implementing account executive reprsentative, management of
Rayon Prima Priangan has setup a mapping based on customers electricity rate as followed :
1% 2% 5% 9% 2% 3% Hotel dan Apartemen Textile / Garment 4% Toko, Supermarket, Mall Pabrik
15% Kantor dan Bank
Sekolah 46% RS dan Tempat Ibadah Pemerintahan 13% Usaha Pasar
From the graphic above, most of Rayon Prima Priangan customers are textiles / garments (46%) followed by, factories (15%), and malls / stores
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PT PLN (PERSERO) DISTRIBUSI JAWA BARAT DAN BANTEN
SERVICE EXCELLENT ACCOUNT EXCECUTIVE
(13%). So, next management will focus more on those three categories and devide based on their electricity bill. JUMLAH JUMLAH NO KATEGORI PELANGGAN PENDAPATAN 1 PELANGGAN RPTAG > 1 MILIAR 36 84,761,107,915 PELANGGAN RPTAG > 500 JUTA - 1 2 48 33,637,960,708 MILIAR 3 PELANGGAN RPTAG < 500 JUTA 483 53,942,427,834
JUMLAH 567 172,341,496,457
3.1 Tabel Pemetaan Pelanggan Sesuai Pendapatan Rupiah
3.3 Implementation of Account Executive Management
After mapping the customers, there are thity six customers categorized as potential customers. So, each account executive representatives must handle 12 customers. Their routine jobs during a month are as followed :
(BUATIN LIST KERJAAN PER TANGGAL)
Besides doing their routines jobs, account executive representatives has to
visit each potential customers regularly. This activity is also called customer intimacy. Through this kind of activity, PLN can figure out the customers perception about PLN especially in electricity service and handling complaint.
Here is an example of potential customers visit held by account executive
representatives of Rayon Prima Priangan
Picture 3.1 implementasi kunjungan AE kepada pelanggan
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PT PLN (PERSERO) DISTRIBUSI JAWA BARAT DAN BANTEN
SERVICE EXCELLENT ACCOUNT EXCECUTIVE
Picture 3.12 Minutes of Meeting of Potential Customer Visit
3.4 Benefit
Through the implementation of account executive management, PLN
Rayon Prima Priangan can maintain its potential customer. The existence of these customers gives a great value to PLN Area Bandung because we can earn both kWh revenue and income. These are significant things for PLN Distribution sector since its business process core is to distribute electricity and make an income of it. This finally will lead to PLN main goal which is to support government in 35.000 MW electricity generator and distribution.
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PT PLN (PERSERO) DISTRIBUSI JAWA BARAT DAN BANTEN
SERVICE EXCELLENT ACCOUNT EXCECUTIVE
CHAPTERIV
CONCLUSIONS AND RECOMMENDATIONS
4.1 Conclusions
From the implementation of account executive management in Rayon
Prima Priangan, this was found to be very profitable and considered as a management tool in order to: a. Keep a good relationship between Rayon Prima Priangan and its potential customers. b. Improve customer service satisfaction. c. Maintain PLN kWh revenue and income from potential customers
4.2 Recommendations
After implementing Account Excecutive Mangement in PLN Prima
Priangan, here are some recommendations: 1. Units that have not implemented this kind of management must give more attention and provide service excellent to their potential customers, not only high voltage customer (>200 kVA). 2. Rayon Prima Priangan should add more account excecutive representatives in order to serve the other potential customers and also to prevent the increasing number of new potential customer.
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