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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.

Science & Technology Olympiad in English 2015 Page 1

“ 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.

Science & Technology Olympiad in English 2015 Page 2

“ Creative Resources Development to Support 35 GW Program”


PT PLN (PERSERO)
DISTRIBUSI JAWA BARAT DAN BANTEN

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

Science & Technology Olympiad in English 2015 Page 3

“ Creative Resources Development to Support 35 GW Program”


PT PLN (PERSERO)
DISTRIBUSI JAWA BARAT DAN BANTEN

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

Science & Technology Olympiad in English 2015 Page 4

“ Creative Resources Development to Support 35 GW Program”


PT PLN (PERSERO)
DISTRIBUSI JAWA BARAT DAN BANTEN

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

Science & Technology Olympiad in English 2015 Page 5

“ Creative Resources Development to Support 35 GW Program”


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

Science & Technology Olympiad in English 2015 Page 6

“ Creative Resources Development to Support 35 GW Program”


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.

Science & Technology Olympiad in English 2015 Page 7

“ Creative Resources Development to Support 35 GW Program”


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.

Science & Technology Olympiad in English 2015 Page 8

“ Creative Resources Development to Support 35 GW Program”