OPERATION STRATEGY RECOMMENDATION TO INCREASE SUBSCRIBERS' LENGTH OF STAY IN PCMD (PREFERRED CUSTOMER MANAGEMENT DEPARTMENT) PROVIDER WEST JAVA REGION

• Main Author: ASTARI PUTRI (NIM: 29106410) , ASTI
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/11887
• Institution: Institut Teknologi Bandung

Preferred Customer Management Department (PCMD), as a new division established by Provider X in 2006, has several main objectives: managing Provider X Priority customers, S product community, and T for the prepaid kartuAs. From the PCMD performance observation, it shows that customer's Length of Stay factor in Telkomsel West Java Region has been beneath its target. The main reason was the increasing of customer's churn rate to other telecommunication operators.<p>Based on the previous survey done by one of the researcher, it needs to analyze PCMD's effort of matching their capabilities and resources to the market requirements. Hopefully, this report could give recommendation to increase PCMD's West Java Region performance in the meaning of Provider X 's customer could use Provider X 's products longer and becoming loyal.<p>In line to formulate the operations strategy to be recommended to PCMD, the preobservation has done using an Internship program, data gathering through interviews, and combined with secondary data and literature study.<p>From the previous research analysis (Regia: 2007), customer's requirement which represented by community member, was the quality of process and service attitude to Provider X's customer West Java region, customer accessibility to PCMD's services, easiness of event participation, and community member facility. Related factors which stands for performance objectives was the quality, process speed, reliability, flexibility, cost, and style / personalization. It came to the orifice of strategic decision areas, which consist of capacity, supply network, technology processes, and development and organization.<p>The recommendation from each strategic decision area was presented to an implementation plan according to its priority, divided by regular timeline and project based, and using the model of implementation levers and strategic leadership. <br /> <br />