RISK BASED STAKEHOLDER MANAGEMENT IN PT X'S BUSINESS PROCESSES

• Main Author: Yan, Richard
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/70462
• Institution: Institut Teknologi Bandung

PT X is an MSME company that sells products in the form of fruit and vegetables to the public. Currently, PT X is experiencing problems in the form of low customer retention rates. Customers who have tried services from PT X tend to stop using PT X services again. Based on the 5 whys method, the researcher concludes the root cause of the problem. The root cause of PT X's problem is that company has not applied stakeholder management. The root of the problem becomes a reference for the formulation of the problem in this study, namely, "How is the implementation of risk-based stakeholder management in PT X?". In answering the problem formulation, the researcher uses a risk-based stakeholder management model which consists of the process of identifying the company's strategic objectives, business processes, stakeholders, and risks; the process of assessing and calculating the value of stakeholder attributes, risk, risk manageability, and stakeholder-risk significance; as well as determining stakeholder priorities and risks. Then, the stakeholder management strategy design is carried out for prioritized stakeholders and risks. The stakeholder priority results show that PT X has the four most important stakeholders to manage, namely employees, customers, competitors, and partners. Strategies designed to suit employees include developing company market research methods, designing clearer SOPs and training, developing customer handling procedures, and developing a documentation or reporting system. Then, strategies for customers are in the form of developing customer handling procedures, developing demand forecasting methods, and developing company market research methods. Strategic design for competitors is monitoring changes in competitors' prices. The designs of strategies for partners are developing selection and cooperation mechanisms with suppliers, developing cooperation mechanisms with partners, and developing training systems for delivery partners.