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Service Excellence Building a Culture of Service Excellence
RS Universitas Airlangga Surabaya, 28 April 2018
PT Bank Mandiri (Persero) Tbk
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facilitator Who am I ?
Special for RS Universitas Airlangga
Nur Alinie Wisudani Zahroch
ALINIE Service Quality Officer
PT Bank Mandiri (Persero) Tbk Region VIII / Jawa 3 (Jawa Timur)
HP : 0811-3388-919
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Special for RS Universitas Airlangga
Basic
Service
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Apa itu Service ?
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Memenuhi dan atau melampaui
kebutuhan nasabah
service adalah ......
Semua yang MEREKA butuhkan dan
harapkan dari kita
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nowdays .....
• Customers in a restaurant want more than a meal • Guests in hotels want more than a room • Client in a transaction want more than a settlement
•Customers want more than just the product or service that is offered - they also want to be treated well
Special for RS Universitas Airlangga
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GOOD SERVICE is when the customer gets the treatment that meets his/her expectations.
Special for RS Universitas Airlangga
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BAD SERVICE is when the customer gets the treatment which is less than his/her expectation
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When customer gets a little more than what he/she expected, GOOD SERVICE becomes
EXCELLENT SERVICE
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Special for RS Universitas Airlangga
Mengapa Service
itu penting ?
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Saat ini kompetitor
berusaha lebih cepat
lebih innovative dan lebih agresif
Harapan customer terus meningkat
karena perkembangan tehnologi dan peningkatan
wawasan
Service yang baik merupakan keunggulan
yang specific mengingat saat ini
produk relatif sama
Tugas semua pegawai
sebagai seorang duta
dari suatu perusahaan
Competition Customer
Expectation Competitive Advantage
Employee’s Role
service : why important ?
Special for RS Universitas Airlangga
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Nowdays, Good is not enough, be excellence
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“Satisfied customers will be more loyal, opportunities for up-selling &cross selling will be more…”
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Special for RS Universitas Airlangga
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Special for RS Universitas Airlangga
Service Excellence
Customer Experience
Customer Satisfaction
Customer Loyalty
Corporate Goal Achievement
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Special for RS Universitas Airlangga
Overview Bank Mandiri
Born : 02 Oktober 1998 Bergabung : Juni 1999
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Special for RS Universitas Airlangga
Overview Bank Mandiri
VISI 2020
Indonesian Best, ASEAN’s Prominent
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33
Indonesia’s Best,
ASEAN’s Prominent
Special for RS Universitas Airlangga
Performance 3 Pilar Bank Mandiri
CORPORATE CULTURE
TRUST INTEGRITY PROFFESIONALISME CUSTOMER FOCUS EXCELLENCE
JIWA SERVICE
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Laba Subsidiaries
Total Outlet Jumlah Rekening Rekening Baru
Transaksi E-Channel Jumlah Kartu Diterbitkan
Cash Management
Kredit Retail
Rp. 223.1 triliun 34.6% dari total kredit
Januari – Desember 2017 mencapai 3.067 juta transaksi,
tumbuh 10.5 % YoY
Debit 16.98 juta Kredit 1.85 juta Prepaid 13.2 juta
21.794 nasabah 36.4 juta transaksi
Dana Pihak Ketiga 21.9 juta
Kredit 1,8 juta termasuk
149.6 ribu rekening KPR
2.631 Cabang 2.951 Outlet Mikro 17.766 ATM
Dana Pihak Ketiga 7.12 juta
Kredit 680.000
Total sebesar Rp 2.2 Tn Mencapai 10.8% dari total Laba
Bersih Bank Mandiri
Aliansi
Forex : USD 29.6 billion Bank Garansi : Rp. 33.5 triliun
Trade : USD 16.9 billion
Special for RS Universitas Airlangga
financial performance bank mandiri pencapaian bank mandiri (Q3 – 2017)
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Bank Mandiri telah meraih Penghargaan
sebagai The Most Trusted
Indonesia Companies in Good
Corporate Governance selama 10
Tahun berturut-turut dari
Tahun 2007-2017.
Special for RS Universitas Airlangga
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Special for RS Universitas Airlangga
Tahun 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017
Jumlah Bank 20 20 20 20 20 20 19 19 19 19 19 19 19 21 21 21 21 21
2008 - 2017
2010 - 2017 2012 - 2017
83.04 83.81
bank service excellence monitor oleh MRI & Majalah Infobank kinerja service excellence Bank Mandiri 17 Tahun terakhir
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Forbes TOP 2000 The World Biggest Public Companies
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TOP #494
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Special for RS Universitas Airlangga
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Special for RS Universitas Airlangga
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insan mandiri
Cepat | gak lama
Handal | gak salah
Nyaman | gak susah
Proaktif, Berinisiatif, Sigap, Tanggap, dan Tepat Waktu
Akurat, Berkualitas Terbaik, Terpercaya, dan Konsisten
Bersahabat, Mudah, dan Melampaui Harapan Nasabah
Special for RS Universitas Airlangga
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Special for RS Universitas Airlangga
Standar Aspek Fisik
Standar Aspek Non Fisik
fokus utama service bank mandiri berdasar jiwa service
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Standar Aspek Fisik Peralatan Banking Hall
Kenyamanan Banking Hall
Ruang ATM
Toilet
Diluar Banking Hall
fokus utama service bank mandiri Standar Aspek Fisik
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Special for RS Universitas Airlangga
Penampilan
Skill
Sikap
fokus utama service bank mandiri Standar Aspek Non Fisik
Standar Aspek Non Fisik
STAFF
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Special for RS Universitas Airlangga
Penampilan
fokus utama service bank mandiri Standar Aspek Non Fisik - Penampilan
Cabang Reguler
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Special for RS Universitas Airlangga
Penampilan
fokus utama service bank mandiri Standar Aspek Non Fisik - Penampilan
Cabang Prioritas
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Special for RS Universitas Airlangga
Penampilan
fokus utama service bank mandiri Standar Aspek Non Fisik - Penampilan
Smart Casual / Mandiri New Look
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Special for RS Universitas Airlangga
Penampilan
fokus utama service bank mandiri Standar Aspek Non Fisik - Penampilan
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Skill
fokus utama service bank mandiri Standar Aspek Non Fisik – Skill dan Sikap
Sikap
Standar Layanan
Customer Service
Teller Layanan Telepon
Supporting
Security
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Special for RS Universitas Airlangga
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Special for RS Universitas Airlangga
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CUSTOMER SATISFACTION
CUSTOMER EXPERIENCE
CX GUIDELINE
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Special for RS Universitas Airlangga
“ Excellence
is not a SKILL, it is an
ATTITUDE” - Ralph Mariston
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• Pribadi yang peka dan sensitif terhadap kebutuhan seseorang
• Pribadi yang memiliki energi tinggi
• Pribadi yang sangat tulus dan otentik
• Pribadi yang memiliki kreativitas dan imajinasi
• Pribadi yang mendapatkan kepuasan pribadi dari menyenangkan orang lain
maka jadilah Manusia Service...
.
Special for RS Universitas Airlangga
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Service Excellence
starts with your own mindset and attitude,
passion to succeed,
and compassion for others..
Special for RS Universitas Airlangga
and never stop learning....
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End of Presentation Thank you
PT Bank Mandiri (Persero) Tbk