PROPOSAL FOR OPERATION SYSTEM IMPROVEMENT FLM TEAM WITH CONSIDERING ON CHANGE READINESS AT MIDLE AND TOP MANAGEMENT (CASE STUDY AT FIRST LINE MAINTENANCE BUSSINESS UNIT PT. TUNAS GRAHA SERVINDO)

• Main Author: ADI NUGROHO (NIM : 29106302); Pembimbing : Dr. Ir. Dermawan Wibisono, M. Eng., WISNU
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/17588
• Institution: Institut Teknologi Bandung

PT. Tunas Graha Servindo (TGS) is a service provider for mobile telecommunication network. One of it’s bussiness unit is First Line Maintenance (FLM) which is continuing Nokia Siemens Networks Manage Service Program for maintaining Hutchison Charoen Pokphan Telecommunication GSM cellular communication network, “3”. Leaders placement in TGS organization structure is top down from the director who is also the owner therefore none of former Siemens/NSN employee occupying position who have the authirization for making any decision. Project Manager, Operation Manager, HRD Manager position occupied from PT. Tunas Komindo Perkasa employee, sister company of TGS, although none of them have any knowledge or experience in Information and Communication Technology. This situation getting worse by unwillingness from Project Manager, Operation Manager, and HRD Manager for upgrading their ability and knowledge in Information and Communication Technology and management area therefore five management function which have been charged on them did not work properly. The consequence is TGS did not able to claim their cash at the right time and did not able to pay their employee salary right at the due date. Any operational problems which is occured are impact from managerial problem <br /> <br /> <br /> therefore root cause from problem at TGS caused by managerial problem. The unwillingness from Project Manager, Operation Manager, and HRD Manager to change the way how they run First Line Maintenance project is the root cause. <br /> <br /> <br /> To overcome this problem, change management at midle and higher manajement is the solution. The biggest challange for realization is the need for implementing change management come from lower manager, the position who did not have any authorization to make the change.The steps for this research start from individual resistance identification, implementing planned change management using Kurt Lewin’s model combining with efforts for reducing any individual resistance. Once individual change management succesfully implemented, all level <br /> <br /> <br /> manager expected to start their work on change management at company’s system level therefore five management function could worked well as it’s expected. Working process standardization design for FLM team should be made immedietly therefore to make easy manager in controlling the job of their subordinates and making any justification on weekly or monthly meeting with NSN Regional Maintenance Center Area Manager. <br /> <br /> <br /> This research provides steps on implementing individual change management at midle and hingher manager and proposal for working process standardization as the realization of change management at the company’s system level. This research hopefully could be implemented <br /> <br /> <br /> therefore could reduce on fine as the company’s inability in performing their Service Level Agreement from Nokia Siemens Network and also avoiding company from financial crisis as happened nowday.