PROBLEM SOLVING TO IMPROVE BUSINESS PERFORMANCE AT CERTIFICATION OPERATIONAL UNIT OF PT RINA INDONESIA

• Main Author: Karni Lando, Karolus
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/38753
• Institution: Institut Teknologi Bandung

Third-party certification body’s (CB) are critical institutions and play a pivotal role on management system assurance and they are provides international certificates to the organization or client. The number of certification bodies in Indonesia is increasing significantly from the last twenty years. At present, around 200 more certification bodies have been based in Indonesia, both from local and international bodies. Although all CB issues certification in accordance with the same rules of ISO 17021: 2015; the competitions between the CB’s are very tight because of the price war which makes the competition on the market very tight. Strategic plan of certification business is investment focused on sales, fee earning resources and people management. The certification business will support valid business cases and invest in sales activities and programmes. In addition, it will also continued to investigate possibility for acquisition and consider hiring dedicated sales and auditor resources and invest in people development and training including training of back office staffs. As service quality is important to differentiate RINA from its competitors, certification business is very particular about field review of auditors. RINA aims to conduct all the certification activities to ensure adherence to RINA procedures and ISO 17021: 2015 accreditation requirement. The RINA Strategic goal stated in the management system RINA quality manual is to help clients use management systems to improve their business; the aim is to be considered the best. To meet these requirements, it is necessary to monitor the perception of the services provided in the eyes of clients and the local market. Each business unit providing RINA services shall refers to MBO and KPI’s in according to RINA guidelines. Each business unit is required to collect and analyse the achievement of KPI’s, which demonstrates the scope and effectiveness of its operations. Results shall be reported to Director at an agreed frequency and not exceeding quarterly. The data enables the business unit to identify local issues and target assistance and support where it may be required. The data is also used to monitor progress with respect to provisions of the business plan. Reporting should be done through RINA regional office. RINA key performance indicators are divided into two main categories including commercial and technical aspects. The KPI’s are automatically obtained from RINA software tools and also included in Qlikview-Access point dashboard, which allows their computation at different levels of the business unit within RINA organization.