41 test file-2-laporan pelatihan biz acumen witel-160514

WITEL BANDUNG BIZ ACUMEN TRAINING & WORKSHOP 2014

Product sales communication

• Do not pass on the engineering focused, complex, internal product and pricing info plainly to market.

• Produce and standardize product catalog with customer’s language: simple, easy to understand and allow customer to dig more.

• For sale purpose:• push product catalog more than program campaign• product brand must be memorizable by market


Witel product team - ad hoc

• Analyse and compare Witel’s product value to the customers and against competitors

• Product team will be able to:• prioritize products based on its revenue contribution and growth

potential• giving a precise feedback and request to product owner so that

product is more customer focused• guide the sales team in performing the sales activities


Customers/ clients

• Segmentation is standardized:• consumer/community (B2C)• Business and community (B2B2C)• Enterprise (B2B)

• New segment is community, need to learn and set up system quickly

• Develop customer profile, put a system, this is most important• Develop quarterly customer plan (selling process) including

customer names and contacts


Corporate & Community acquisition process

• Corporate Account profiling• Projecting:

• understanding the work processes of the account

• identify a total solutions to improve account’s efficiency and performance

• Proposal and presenting • Contract closing• Relation and retention• Wallet share improving

• Community Account profiling• Projecting:

• product and service packaging

• benefit offering to the influencer and members

• Proposal and presenting• Deal making • Relation and retention• Wallet share improving

Corporate account Community account


Great Customer Experience

It’s a challenge to gain real TELKOM brand equity

TELKOM Rapim

Suryatin Setiawan

Bandung, 24 April 2014


Customer relationship issues and programs (1/2)

• Bad customer experience impact not only to brand equity but directly impacting revenue

• Witel must take action to defend its duty!• Merindukan burung terbang di awan, punai di tangan

dilepaskan: mengharapkan revenue yang besar yang belum pasti, yang sudah dimiliki dibuang-buang / disia-siakan, sehingga akhirnya tidak punya apa-apa.

Periode Jumlah pelanggan CTO Jumlah pelanggan churn Jumlah revenue hilang

Q1/ 2014 6.774 526 2,285,020,726

Q2/2014(Est) 6.622 644 2,411,931,603

Q3/2014(Est) 6.622 565 2,319,371,663

Q4/2014(Est) 6.622 565 2,319,371,663


Customer relationship MUST programs (1/2)

• Mempertahankan pelanggan yang sudah memberikan revenue agar revenue tidak hilang.

• Customer complaint handling:• Witel support to Tier 2 (IBOC2):

• create CS KM:• top 10 complaints answer / solution KM• information structure and search engine• easiest is use google drive facilities

• create mobile chat group with customers:• adopt LINE or WA

• define customers group (platinum, gold, silver), location (platinum, gold, silver)

• create and announce chat group: Witel management, IBOC2 and customers


Customer relationship MUST programs (2/2)

• Memastikan calon pelanggan segera jadi pelanggan dan menghasilkan revenue.

• Speedy Copper:• Most critical project is in STO ANI (7 k sst)• Request to PT TA to urgently include work of pelurusan data kabel, cek

dan konfimasi ke lapangan dan pengukuran elektris

• FTTH:• Perumusan dan pemberlakuan Bizpro Fulfilment oleh Tim Ahli Witel

dengan lead Witel• Learning/training by doing


Third Party Sales Channel Plan

• The era of AD is over!• Witel needs more third party:

• to acquire communities by Authorized Community Channel (ACC)

• to acquire enterprises (long list of potential clients)

• Witel needs to open a well governed and prepared third party channels recruitment:

• selection process

• business model


Witel Bandung Third Party Partners

• Who are our key partners?

• Who are our key suppliers?

• Which key resources are we acquiring from our partners?

• Which key activities do partners perform?

• How to make sure that the business process with partners are

defined and running smoothly?


Witel Bandung organization (before May 2014)


GM Telkom Wilayah (before May 2014)

• Tugas:• Memimpin seluruh operasi bisnis Telkom

• Tanggung jawab:• Mengelola SDM, anggaran (termasuk mengajukan anggaran),

alpro, sarpen,• Service and network operation• CRM semua segment: retail, home, enterprise, bisnis,

wholesale, internasional• Mengelola cost leadership dan kompetisi• Business intelligence and reporting (war room)


Project Plan Template Review


Project Initiation & Definition Format

1. Project name 2. Project owner and manager 3. Project ideas and background information4. Project scope 5. Project deliverables 6. Required resources 7. Risk identification and management 8. Project team 9. Project communication plan

10. Schedule


1. Project Name

…………………………….

Provide a short but descriptive name so that people can understand easily what is the project roughly about. Do not use long sentence and flowerly phrases. Just straight to the point.


2. Project Owner & Manager

• Project Manager: …………….Put your name, NIK & position

• Project Owner: GM Witel Jabar Tengah or EGM DTBIn most cases you will be the project owner and also project manager. There can be special cases where the project owner is your boss.


3. Project ideas & background information

• …• ...

[Initiation,inception,definition] This is where you want to put up what is the idea behind this project , why at least you want to do it

and what is the real value for TELKOM. Also you can mention in brief what impact this project's eventual results can bring to your group and to TELKOM, some quantitative objective would be highly valued (e.g. how much efficiency, how much revenue, how many days quicker, etc). But remain brief please!!!


4. Project ScopeYou need to decompose or break down your idea about this project into a series of work . Project scope is the list of works that you will do in order for you to be able to deliver the planned / expected results. Every item should start with verb.This is most important in project initiation / definition phase. This is the foundation of a project everything else will strictly follow the project scope. Every item in the project scope is a work to do and a milestone in the project.

• …• ...


5. Project deliverables

• …• ...

This is a description of the output of every project scope item in section 4, in other words every work that you have identified in the scope must produce output. Please mention them one by one , because these are the milestones of the project during execution.The very final result of this project will come the last after all milestones are completed.

41 test file-2-laporan pelatihan biz acumen witel-160514

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