CHAPTER III

THE ACTIVITIES OF THE JOB TRAINING AT THE INFORMATION UNIT OF PT

ANGKASA PURA 1, ADI SUMARMO, SURAKARTA

A. Description of PT. Angkasa Pura 1

1. PT. Angkasa Pura 1

Based on the rules of Government number 25 at May, 19 1987, PT Angkasa Pura 1 is a

company of state-owned enterprises that provides air traffic services and business airports in

Indonesia which focuses on central part of Indonesia area and the eastern region of Indonesia.

The history of Angkasa Pura Airports as the pioneer in the business of commercial airport in

Indonesia began when President Soekarno paid a state visit to the United States of America to

meet President John F Kennedy. Upon his return to Indonesia, President Soekarno expressed

his intention to the Minister of Transportation and the Minister of Public Works to make

airports in Indonesia equal to those in the developed countries.

Shortly after, on November 15, 1962, the Government enacted Government Regulation

No. 33 year 1962 regarding the establishment of State-owned Enterprise Angkasa Pura

Kemayoran. The main function of the enterprise was to manage and operate the Kemayoran

Airport in Jakarta, which then was the only International airport serving flights from and to

overseas in addition to domestic routes.

After two-year transitional period, from February 20, 1964, Angkasa Pura Kemayoran

officially took over the whole assets and operation of Kemayoran Airport Jakarta from the

Government. On February 20, 1964, Angkasa Pura was then stipulated as the birth of

Angkasa Pura Airports. On May 17, 1965, based on the Government Regulation No 21 year

1965 regarding Amendment and Supplement to Government Regulation No 33 year 1962, PN

Angkasa Pura Kemayoran changed its name to PN Angkasa Pura, with the purpose of

opening the possibility of managing other airports in Indonesia.

The airports in Indonesia such as Ngurah Rai in Bali, Halim Perdanakusumah in Jakarta,

Polonia in Medan, Juanda in Surabaya, Sepinggan in Balikpapan, and Sultan Hasanuddin in

Ujung Pandang, then joined under the management of PN Angkasa Pura. Subsequently, by

virtue of Government Regulation Number 37 year 1974, the legal status of the company

changed into a Public Company (Perum).

In the context of distribution of airport management areas, by virtue of Government

Regulation Number 25 Year 1987 on May 19, 1987, the name of Perum Angkasa Pura was

changed into Perusahaan Umum Angkasa Pura I. This was in line with the establishment of

Perum (Public Company) Angkasa Pura II which specifically assigned to manage Soekarno-

Hatta Airport and Halim Perdana kusuma Airport.

Subsequently, by virtue of Government Regulation Number 5 Year 1992, the form of

Perum (Public Company) was changed into a Limited Liability Company (PT) in which the

State of the Republic of Indonesia fully owns the shares, hence the name becomes PT

Angkasa Pura I (Persero) under the Notary Deed of Muhani Salim, S.H., on January 3, 1993

and has obtained the approval of the Minister of Justice under Decree Number C2-

470.HT.01.01 Year 1993. dated April 24, 1993. It was promulgated in the Official Gazette of

the Republic of Indonesia Number 52 dated June 29, 1993, and was supplemented to the

Official Gazette of the Republic of Indonesia Number 2914/1993.

The General Meeting of Shareholders convening on January 14, 1998 adopted a

resolution to amend the Company‟s Articles of Association and incorporated under the deed

of Notary Imas Fatimah, S.H., Number 30 dated September 18, 1998. The amendment was

approved by the Minister of Justice of the Republic of Indonesia Number: C2-

25829.HT.01.04 Year 1998 dated November 19, 1998 and included in the Official Gazette of

the Republic of Indonesia Number 50 dated June 22, 1999 and supplement to the Official

Gazette of the Republic of Indonesia Number 3740/1999.

On Bureau of Transport Economics‟s book entitled “Adequacy of Tourism Infrastructure

in Eastern Indonesia” it is stated that Angkasa Pura Airports manages 13 airports located in

the central and eastregion of Indonesia namely:

1. Ngurah Rai Airport – Denpasar

2. Juanda Airport – Surabaya

3. Hasanuddin Airport – Makassar

4. Sepinggan Airport – Balikpapan

5. Frans Kaisiepo Airport – Biak

6. Sam Ratulangi Airport – Manado

7. Syamsudin Noor Airport – Banjarmasin

8. Ahmad Yani Airport – Semarang

9. Adisutjipto Airport – Yogyakarta

10. Adi Sumarmo Airport – Surakarta

11. Lombok International Airport - Lombok Tengah

12. Pattimura Airport – Ambon

13. El Tari Airport- Kupang

Based on the “Reinvensi BUMN” by Djokosantoso, it is stated that PT Angkasa Pura I

(Persero) reffered to as Angkasa Pura Airports, is determined to become a professional world-

class company. Angkasa Pura Airports believes that it can do its best to achive the goal by

providing international-standard security and safety, and comfortability to its customers.

To realize professional world-class company, Angkasa Pura I has developed a structure

and a good corporate governance (GCG) system by observing whether the principles in

accordance to the GCG rules and regulations as well as by implementing it perfectly. PT

Angkasa Pura I (Persero) realized the meaning of the importance of implemeting Good

Corporate Governance or GCG as one of the tools to improve its value and growth in long

term business continuously, not only for Shareholders but also to all Stakeholders. The

company is committed to implement GCG consistently one of the implemetations is done

through review and the Code of Conduct.

Code of Conduct is adapted to the development of law, social norms, rules and business

travel company. It is expected to be done by all parties to give input towards the development

of the code of conduct in order to be in line and to synergize it with values that have been

exisitng in the company. The successful implementation of the Code of Conduct is strongly

supported by the spirit, communication and joint commitment of the companies to implement

it in daily operational activities.

The principle of Good Corporate Governance (GCG) is in accordance to the PER-

01/MBU/2011 date August 1, 2011 about the implementation of Good Corporate Governance

(GCG) in Indonesian State-owned enterprises, i.e:

- Transparency is an openness in the decision-making process and an openness in

disclosing material information concerning the company.

- Accountability is distinctness of function, implementation and liability of organs so

that the management will operate effectively.

- Responsibility is conformity in the management from the legislation and the

principles of a healthy corporation.

- Independency is a situation of the professionally managed company without a

conflict of interest and influence/pressure from any party. It is not in accordance with

the legislation and the principles of a healthy corporation.

- Fairness is equality in rights meet stakeholders arising under treaties and legislation.

2. Vision Mission Value

Company’s Vision

1. Becoming one of Asia‟s ten best airports management companies.

2. Becoming a reliable company to aviation companies, government, business partners,

shareholders, society and employees, and can be aligned with the companies of its

kind in the asia pacific region.

3. Becoming a streamlined and proactive company. That builds the system and

manufacturers, and always commits to company‟s quality.

Company’s Mision

1. PT (persero) Angkasa Pura 1 is an airport facility provide, property services and

consultant on a reliable airport come within the Asia-Pacific region

2. PT (persero) Angkasa Pura 1 creates a standard of efficiency that becomes standard

for other aviation companies in Indonesia and provide high quality service passenger

services to the companies, business partners, and other service users.

3. PT(persero) Angkasa Pura 1 runs its business with a commitment to grow reasonably

and still tries to become partners with the government in the national economy.

The business purpose of the company

a. Improving operational quality

b. Increasing shareholder value by means of improve Ebitda (Earning Before Interest,

Taxes, Depreciation, and Amortization and dividend)

c. Increasing contribution of non aeronautics activities (driving, Market) and

Aeronautics (market dividing)

d. Self-sufficiency in the construction, development of airports, and Non PSO (Public

Service Obligation) to work with investors.

Company’s Target

Level of service (LOS) in each year is achieved in accordance to the standards of the

Directorate General of the Aviation No.SKEP.284 for the entire Airport, it is as follows:

a. Reaching profit margin between 20-25%

b. Having non aeronautical revenues that grow higher than aeronautical revenue

c. Reaching BAP in five years in the airport margin

d. Generating a positive Cash Flow every year

3. Business Fields in PT Angkasa Pura 1

In accordance to the purpose and direction of the business, the characteristics of

the businesses in Angkasa Pura 1 perform the services of airports. The airport‟s services

are divided into the Ministry field of Aeronautical and Non Aeronautical Services.

The follows are business fields in PT Angkasa Pura I:

a. Aeronautical Servicec

The activities of the Aeronautical Service are directly related to aviation activities,

such as:

- Flight Service / Air Traffics Services (ATS) is scouting services air navigation

and safety of aircraft either crossing in the area of operations, or Scouting for

landing purposes

b. Non Aeronautical ATS, such as:

- Parking and hangar (PJP4U) provides services for the safety of the landing,

taking off, placement of aircraft

- Passenger service charge (PJP2U) is providing service to passengers on board an

aircraft during airport

- Aviobridge is services in the form of a hallway connecting bridge terminal

passengers by airplane.

c. Non Aeronautical Product

Non Aeronautics Product is the field of which related to the activities of the flight.

Its activity inside the airport and strongly support the aviation activities, such as:

- Counter usage

- The Rents (room or ground)

- Concessions against efforts at the airport

- Parking lot

- Billboard rent

- The management of CIP Lounge

B. Description of Adi Sumarmo International Airport Surakarta

Adi Sumarmo International Airport Surakarta was formerly known as air base “Panasan”

(because it is located in Panasan) was built in 1940 by the Netherlands as an emergency

airfield. When the host, Japan, got into the airport, Indonesia got destroyed by the

Netherlands but It was rebuilt by Japan Government since in 1942 as military base of Naval

Aviation (Kaigun Bokusha).

After the proclamation of the independence of Republic of Indonesia, the Providence

airport was carried out by 'the flight of Surakarta' which was inaugurated on February 6,

1946. On May 1 1946, willingness and ability to organize a flight manifested in the form of

organization named "Panasan air base", where the flight was only intended for military

aviation. The air base was first used officially for commercial flights on April 23 1974 served

by Garuda Indonesia with the route Jakarta-Solo-Jakarta (Soekarno Hatta airport to Adi

Sumarmo Airport) with a frequency of 3-times a week. The PATA (Pacific Asia Travel

Association) Conference in 1974, the company improved its facilities on the aviation safety

air to serve commercial flights in addition to the military. The basics of using a joint air base

is regulated in the joint decree Minister of Defense and security, Minister of transportation,

and Minister of finance on August, 21st 1975. No. Kep.30/IX./KM.393/S/PHB

1975.Kep.927a/KM/IV/8/1975.

Based on the decision of the Air Force chief No.SKEP/07/VII/1977 on July, 25th 1977,

Panasan air base changed its name into Adi Sumarmo Airport. The name was taken in honor

of the hero of the Nation, namely Captain Air, Adi Sumarmo Wiryo Koesoemo

Posthumously. On March 31, 1989, the airport was set to an international airport with Solo-

Kuala Lumpur and Solo–Singapore-Changi. Government policy is set with the decision letter

of the Minister of transportation No. M. 04-Um.01.06 1989 on April 10th 1989. Singapore -

Solo flights was inaugurated on May 1 1989 served by PT Silk Air. Mutual agreement was

made between the air force and the Directorate General of air transportation No.

PERMAJA/04/VI/1994 with MOU (Memo of Understanding) No. SPB/4/XII/2001,

AU/42601 KUM. 134/2001 on Desember 12, 2001.

The increasing passengers at Adi Sumarmo International Airport brings the management

to increase/add more flights. Based on PP no. 14 1993, on January 1993 Legal entities

Angkasa Pura 1, the Adi Sumarmo International Airport also serves the Hajj flights to Mecca

directly. This is due to the location of Adi Sumarmo International Airport Surakarta which is

close to Hajj Embarkation in Donohudan. Before Adi Sumarmo International Airport

Surakarta was designed as Hajj Embarkation, Adi Sumarmo International Airport served the

congregation of South Kalimantan. In practice, the Adi Sumarmo International Airport also

served as the Air Force base.

The airport is located at the suburb of Surakarta, precisely at Ngemplak-Boyolali no 800,

57108. It is about 14 km from Surakarta city. Adi Sumarmo International Airport has an area

of 13,000 m2, with a long runway 2,650 meters, and a width of 45 meters. The total area of

the airport is 2.808 m2, 582 m2 for the international terminal and 1.610 m2 for domestic

terminal. There are 4 terminals, which are 2 passenger terminals and 2 cargo terminals.

The type of aircraft which can land in Adi Sumarmo International Airport is B-737/A-

300 its apron capacity can place 8 aircrafts. There are 11 plane parking space.Adi sumarmo

International airport is able to accommodate 9 large body aircrafts at once in the parking lot

of the runaway. Adi Sumarmo International Airport is also capable of doing 4 planes

departures simultaneously at the same time. The average number of the passenger at Adi

Sumarmo International Airport Surakarta is about 2.5 million passengers/year

Adi Sumarmo airport has a uniqueness.The uniqueness lies in the shape of the parking lot

that is designed like Gunungan Wayang (one of the Javanese traditional puppety that

symbolizes a mountain). Adi Sumarmo International Airport keeps making improvements

and development for flights services. It is aimed to increase the flights at Adi Sumarmo

International Airport. Flights provided by Adi Sumarmo International Airport Surakarta are

the domestic flights and international flights.

The domestic flights are Garuda Indonesia Airlines (Jakarta), Sriwijaya Air ( Jakarta),

Lion Air (Jakarta), Wings Air (Bandung), Batik Air (Jakarta-Halim Perdana Kusuma),

Trigana Air (Pangkalan Bun), Air Asia (Denpasar), Citilink (Jakarta-Halim Perdana Kusuma)

on the other hand, the international flights are served by the Air Asia airline(Kuala Lumpur,

Malaysia, and Singapore). The international flights cannot be served every day. It is only

served three times a week.

Adi Sumarmo International Airport provides cargo facilities and warehouse. The

capacity of the cargo is 48 tonnes (105,000 lbs), while the warehouse is 547 m2 (6,178 sq ft).

Like other airports, Adi Sumarmo Airport also has a bonded area and an animal space

quarantine. Animal quarantine room aims at preventing the entry and outspread of animal

diseases that may have been brought. It is also serves to monitor of animals belong to the

categories of protected animal by the Government in accordance to the laws. The vetting

process conducted in the quarantine by the quarantine officer is assigned from the port Health

Office, an institution under the Ministry of Health

Other facilities in the Adi Sumarmo International Airport is A set of X-ray equipment.

Belt conveyor is also one of the facility structures in the Airport. X-ray equipment itself is

already publicy and required at airports as the international standard. It aims at finding what

default items contained in the package or parcel brought by the passengers. This x-ray

examination carried out after the passengers have finished doing onsite ticket. Not only for

luggage, it is x-ray also applied to examination the body of the passengers. This airport is also

equipped with other public facilities such as banks and telephone.

1. The facilities provided by Adi Sumarmo International Airport are:

Domestic Departure Terminal

1. a. The Ground Floor

- Main Lobby

- Ticketing Room

- Information Room

- Foyer Room

- Check in Room

- Check in Counter

- The Concession

- Toilet

- Service

- First aid

- Lounge

b. The Second Floor

- Departure Corridor

- The Concession

c. The Third Floor

- Departure Hall

- Security Check in Room

- Waiting Room

- Air Bridge

- Immigration Room

- Smoking Area

- Service

- Men‟s Toilet

- Women‟s Toilet

- Handicap‟s Toilet

- Janitor Room

- Musholla

- Nursery

- The Concession

- Excecutive Lounge

- Restaurant

- Commercial Space 01

- Commercial Space 02

- Commercial Space 03

- Commercial Space 04

- Commercial Space 05

- Commercial Space 06

- Commercial Space 07

Domestic Arrival Terminal

2.a. The Ground Floor

- Domestic baggage claim

- Length of Stay room

- Arrival Hall

- Ticketing Room

- Bank

- The Concession

- Adminstration Room

- Toilet

- Musholla

b. Second Floor

- Domestic Arrival Hall

- Service Area

- Men‟s Toilet

- Women‟s Toilet

- Handicap‟s Toilet

- Musholla

c. Third Floor

- Airbridge

International Departure Terminal

1.a. The Ground Floor

- Main Lobby

- Ticketing Room

- Information Room

- Conveyor Room

- Check in Room

- Check in counter

- Fiscal Room

- Toilet

- Security Room

- First aid

b. The Second Floor

- Departure Hall

- The Concession

c. The Third Floor

- Departure Hall

- Security Check in Room

- Waiting Room

- Airbridge

- Immigration Room

- Smoking Area

- Service Area

- Men‟s Room

- Women‟s Room

- Handicap‟s Room

- Janitor

- Musholla

- Nursery

- The Concession

International Arrival Terminal

2.a. The Ground Floor

- International Baggage Claim

- Length of Stay room

- Gravity Roller Room

- Arrival Room

- Ticketing Room

- Bank

- Customs and Excise Room

- Money changer

- Toilet

- The Concession

- The Second Floor

- International Arrival Hall

- Service Area

- Men‟s Room

- Women‟s Room

- Handicap‟s Room

- Musholla

- Counter and Imigration Office

- Imigration Arrival Hall

- Bank

b. The Third Floor

- Airbridge

Regarding Adi Sumarmo Airport as an international airport, it serves international flights

to Singapore and Malaysia. The National Agency for the placement and protection of

Indonesian Labor in Surakarta agreed to perform an agreement with the Government on

Surakarta in relations to the loan used for the waiting room establishment and inventory unit

of the Ministry of Labor Indonesia. This improvement is done in order to accommodate the

large number of labors who depart to Malaysia and Singapore through Adi Sumarmo Airport.

The signing of this agreement is a form of caring from the National Agency for the placement

and protection of Indonesian labor in the foreign country.

The Airport‟s Specifications:

- Adi Sumarmo International Airport

- Telephone (0271) 783678, 780715, 783263, 780400

- Fax (0271) 780058

- Address: Bandara Adi Sumarmostreet, Ngemplak, Boyolali 57108

- Email:soc@angkasapura1.co.id

- Angkasa Pura 1 Management

- The biggest kind of flight is B-737/A-300

- The transportation in the airport by taxi and busses

- The Code: ICAO/IATA WARQ/SOC

- Elevation 106 MSL/948 feet

- Airport classification class II A

- Airport Board 13.000 m2

- The distance from Surakarta ± 17 km

- Coordinates 07º30‟58”S, 110º45‟25”E

- The height of the surface from the sea ± 128m

- 2.816 m2 long for 2 passengers terminals

- 764m2 long for International Passenger Terminal

- 2.052 m2 long for Domestic Passenger Terminal

- 2 of the Cargo Terminal area of 836m2

- 11 aircraft parking

- Total hours of the airport operation is 17,5 hours, i.e. at 04.30-21.00 WIB

- The runaway:

- Dimention 2.600 x 45 m2

- Azimuth 08-26

- PCN 68/F/C/X/T

- Taxiway 12.052 m2

- Apron 55.449 m2

- Apron‟s capacity B-737/F-100, A-300/DC-10/MD-11

- Other facilities: VIP building, bank, public telephone, money changer, and a drawing

airports.

The Airport Companies

- Domestic flights

- Garuda Indonesia for Jakarta destinations

- Sriwijaya for Jakarta destinations

- Lion Air for Jakarta destinations

- Wings Air for Bandung destinations

- Air Asia for Bali destinations

- International flights

- Air Asia for Kuala lumpur and Singapore destinations

- Aiport‟s Institution

- PT Jas

- LL Gapura

- Gapura Operasional

- Administration

- Natra

- Tax

- Fiscal

- Animals and Plants Quarantine

- Imigration

- Health Harbour Office (KKP)

- Indisfa

- Solo Murni Cargo

C. Organizational structure PT. (persero) Angkasa Pura 1 Adi Sumarmo International

Airport Surakarta

Based on the Director decision of PT Angkasa Pura 1 (Persero) no.

KEP.159/OM.01.01/2012 about the Organization and the work of branch offices of Adi

Sumarmo International Airport Surakata, namely:

(1) General Manager

The duties of General Manager are to ensure achievement of business Customer

Satisfaction Index (CSI), and to ensure the achievement of income of non-aeronautics and

contribute to the environment through the effective management of the airport activity to

support an increase in the company's performance based on the company's business plan

and budget (RKAP).

General Manager responsibility in carrying out the tasks referred to in point is as

follows:

- Ensuring the availability of work and budget plan of the company(RKAP);

- Ensuring its role as a people manager;

- Making sure the achievement of Customer Satisfaction Index (CSI);

General Manager authority in carrying out duties and responsibilities is as follows::

- Gaining access to the required data;

- Setting out the work program and budget plan as well as new initiatives that can

support the achievement of company performance;

- Approving the implementation of work plan on the scope of Airport

- Providing excellent service to customers;

- Signing the Cheques/Billet Giro (BG) cash/bank expenses in accordance with the

authority.

(2) Operation Department

The Duty of Operation Department is to ensure customer satisfaction towards the

services settings for traffic safety, and aviation and Airport services through the

management of the operational Air Traffic Service Operation and Readiness, Airport

Operation and Readiness and Safety Management and Health Environment support the

achievement of an effective Customer Satisfaction Index (CSI), non-Aeronautics income

achievement and contribution to the environment is based on the company's business

plan and budget (RKAP).

Responsibility of Operation Department in carrying out the tasks as is follows:

- Ensuring the implementation of the activities of appropriate and relevant work units

with the applied management systems company;

- Ensuring customer satisfaction through improving Airports Air Traffic Services

(ATS) and Airport Services as well as supporting equipment operational readiness Air

Traffic Services;

- Ensuring the flight safety.

Authority Operation Department duties and responsibilities are as follows:

- Approving the proposed planning and human resource development in the unit it

works;

- Approving the implementation of the work plan scope of work units;

- Making change to Standard Operating procedures (SOP), rotation of personnel;

- Proposing the holding of care to ensure safety;

As the part of a unity, The Operation Department is divided into three various sections.

i.e :

1. Airport Operation and Readiness Section

Duty of Airport Operation and Readiness Section is to ensure the achievement of

reliability and service of flights in support of the achievement of a smooth Airport

operations based on the company's business plan and budget (RKAP).

The responsibility of Airport Operation and Readiness Section in carrying out the

tasks referred to the points is as follows:

- Ensuring the availability of work and budget plan of the company (RKAP);

- Ensuring the implementation of the activities of appropriate and relevant work units

with the applied management systems Company;

- Ensuring the achievement of operational performance and the will of Airport

facilities.

The authority of Airport Operation and Readiness Section duties and

responsibilities are as follows:

- Setting out the plan of work program and budget as well as new initiatives that can

support the achievement of company performance;

- Approving the proposed planning and human resource development in the unit it

works;

- Approving the implementation of the work plan scope of work units;

- Establishing policies or guidelines in improving the operational performance of its

corresponding Airport.

2. Safety Management System and Health Environment Section

Duty of a Safety Management System and Health Environment Section is to ensure

the level of safety and optimal health and minimize work accidents through socialization

to every work unit to all applicable regulations in the company for the execution of the

work to support the achievement of the safety level, environmental health, Quality of

service and customer satisfaction based on the company's business plan and budget.

Responsibilities of the Safety Management System and Health Environment Section in

carrying out the tasks referred to in point are as follows:

- Ensuring the achievement of safety level through mitigation hazard level to support

optimal health in the environment it works;

- Ensuring no occurrence of accidents in every implementation of the work;

- Ensuring any recommendations in the produce can be implemented;

The authority and Health Safety Management System Environment Section in

performing duties and responsibilities referred to in points are as follows:

- Policy/operational guidelines on the scope of the work unit;

- Approving the implementation of work plan on the scope of the work unit;

- Conducting socialization to the whole unit it works;

3. Sales and Shared Services Department

Sales and Assignments Shared Services Department is ensuring the customer

satisfaction achievementof Sales Management and Customers Services through the

activities of Sales management, Quality Management and Customers Service, Human

Capital, General Affair, Comunication and Legal, Finance, Information Technology and

Procurement in supporting the effective increasing ofCustomers Satsifaction Index (CSI),

Profit, and increased contributions to the environment based on the company‟s budget

plan (RKAP).

Sales and Shared Services Department responsibilities in carries out the task point are

as follows:

- Ensuring achievement of business internal customer satisfaction service by Sales and

Shared Services Department and increasing revenue.

- Ensuring the achievement of collectability business targets;

- Ensuring the achievement of the target distribution effectiveness;

- Ensuring the provision of funds needs planning Branch Office;

Authority Sales and Shared Services Department in carrying out duties and

responsibilities to in points are as follows:

- Approving the implementation of program Sales and Shared Services Department,

according to the maximum limits of authority;

- Monitoring the process of measurement, administration and implementation of

channeling;

- Conducting oversight of all financial processes;

- Giving insight to other work units on standard Operational Procedure (SOP) finance;

The Organization of Sales and Shared Services Department is divided into 5 orders i.e.:

a. Sales Section

The duties of Sales Section is ensuring the achievement of a porfolio aviation and

non-aviation through effective management of sales activities in order to support

creation of the Customer Satisfaction Index (CSI), the accomplished non aeronautical

revenues and contribute to the environment based on the work and budget plan of the

company. (RKAB).

Responsibility of the Sales Section in carrying out the tasks referred to in point is as

follows:

- Ensuring the implementation of the activities of the unit it works running in

accordance with the work budget plan which have been set;

- Ensuring implementation of the work unit's activities and relevant to the applied

management systems Company;

- Ensuring achievement of business income portfolio aviation and non-aviation.

Authority Sales Section carries out duties and responsibilities referred to points as

follows:

- Approving the proposed planning and human resource development in the unit it

works;

- Approving the implementation of work plan on the scope of the work unit;

- Doing market penetration.

b. Quality Management and Customer Services Section

The task of Quality Management and Customer Services Section is ensuring the

achievement of a standard level of service through the implementation of quality

management on each unit and information for the handling of complaints. the

complaint must be submitted to the related units as well as acted upon by each unit

through the management of the activities of Quality Management and effective

Customer Service. It was done to support increasing customer satisfaction and profit

achievement based on the company's business work and budget plan (RKAP).

Responsibility of the Quality Management and Customer Services Section in

carrying out the tasks referred to in point is as follows:

- Ensuring implementation of the work unit's activities and relevant to the assigned

management systems Company;

- Guarantee the implementation of the quality management system and the

availability of Standard Operation Procedure to Complain Handling on all work

units;

- Ensuring correct fulfillment of the handling of complaints.

The authority of Quality Management and Customer Service Section carries out

duties and responsibilities to in points are as follows:

- Approving the proposed planning and human resource development in the unit it

works;

- Approving the implementation of work plan on the scope of the work unit;

- Give recommendations to the work units associated.

c. Human Capital and General Affair Section

The duties of Human Capital and General Affair Section is ensuring the

implementation of the policy and the strategy of Human Capital and General Affair

through the Human Capital Administration management, Industrial Relation, Archive

Administration, Office Administration, Office Facilities, Inventory Asset Management

to support Sales And Shared Service Department based on the company's business

plan and budget (RKAP).

The responsibility of Human Capital and General Affair Section in carrying out

the tasks referred to in point is as follows:

- Ensuring the activities of the unit it works should be in accordance with the work

budget plan which have been set;

- Ensuring implementation of the work unit's activities and relevant to the assigned

management systems Company;

- Ensuring the implementation of the management of Human Capital and General

Affair based on conditions.

Authority to Human Capital and General Affair Section in carrying out duties

and responsibilities referred to points as follows:

- Setting out the plan of work program and budget as well as new initiatives that

can support the achievement of company performance;

- Approving the proposed planning and human resource development in the unit it

works;

- Recommending education and training to increase the competence of employees;

- Specifying the method in the provision and preparation facilities.

d. Finance and Information Technology Section

Duty of Finance and Information Technology Section is to ensure the correct

fulfillment of financial management and the provision of information technology

(IT) through the implementation of policies and guidelines and financial information

to support the achievement of customer satisfaction of the Services Sales and Shared

Service based on the company's business plan and budget (RKAP).

The responsibility of Finance and Information Technology Section in carrying

out the tasks is as follows:

- Ensuring the achievement of collectability business targets;

- Ensuring the achievement of business targets the effectiveness of distribution

costs;

- Ensuring accuracy of planning needs Fund branch offices;

Authority in Finance and Information Technology Section in carrying out duties

and responsibilities is as follows:

- Conducting surveillance survey process, administration and implementation of

the distribution of costs;

- Conducting surveillance of all financial processes;

- Providing insight to other units on Standard Operating Procedures (SOP)

Finance;

- Setting out the proposed shift in budget;

d. Procurement Section

Procurement Section Duties is to ensure the implementation of the procurement of

goods and/or services through the management of Vendor Management, activity

Planning, Procurement Contract Procurement, Procurement, Procurement effective

Administration to support the achievement of internal customer satisfaction over

service shared service based on Standard Operating Procedures (SOP).

The responsibility Procurement Section in carrying out the tasks is as follows:

- Ensuring the activities of the unit it works should be in accordance with the work

budget plan which have been set;

- Ensuring implementation of the work unit's activities and relevant to the assigned

management systems Company;

- Ensuring procurement of goods and/or services in accordance with the Standard

Operating Procedures (SOP), quality and cost the target delivery.

Authority Procurement Section carries out duties is as follows:

- Approving the implementation of work plan on the scope of the work unit;

- Determining the method process procurement of goods and/or services;

- Evaluating methods of procurement of goods and/or services;

- Giving information about the auction process.

D. Job Training Activities in Adi Sumarmo Surakarta

Information unit is one of the divisions that belongs to the airport operation and readiness

section. It has a very important role in supporting operational activities of the airport. It deals

directly with the users of the airport service. There are five employees which are divided into

3 shifts, namely shift A, B, C (shift A: morning shift, Shift B: afternoon shift, and C: free) the

morning shift at 7:30-13:00 and the afternoon shift at 13.00-21.00. The one of shift B

depends on the last plane landed from Jakarta to Surakarta)

There are some important that should be possessed by the information officer. (Pratiwi,

2007: 27) . i.e:

1. Patience, perseverance, courtesy and friendliness in serving the user of airport service.

2. Understanding the airplane routes, including the schedule of departure or arrival of an

aircraft.

3. Knowing where the public areas are such as: tourist attractions, hotel, money changer,

bank, ATM, toilet, cargo, travel agent, and many more.

4. Able to provide accurate of schedule of the aircraft to the service users.

In carrying out its job in order to improve the service in the Adi Sumarmo airport to the

airport service users, information officer must understand the duties and obligations as a

service provider

The internship activities I did at the information unit in Adi Sumarmo International

Airport began on March 10 2015 and it was completed on April 102015 with working hours

from 06.00-13.00 for three days to work and one day off. Example: Going to work on

Monday, Tuesday, Wednesday and Thursday off go back to work on Friday, Saturday,

Sunday, and so on.

The activities I did during the internship program are as follows:

1) Being Telephone Operator

I got was assigned as a telephone operator. My duty was receiving the telephone,

providing information or answering by users of the airport. As a telephone operator, I

should know the numbers associating to the other divisions. The following telephone

numbers at the airport:

1. Airlines

- Garuda Indonesia (0271) 781018, 737500, ext: 4208

- Lion Air (0271) 781706, 781999, ext: 4237, 5536

- Wings Air

- Sriwijaya (0271) 780629, 737777, ext: 4274

- Air Asia (0271) 784488, ext: 4225

- Trigana Air (0271) 78652437

- Citilink (0271) 7889352

- Batik Air

2. Office

- Gapura Angkasa, ext 4227

- Gapura Operational, ext 4309

- PT Jasindo, ext , 4239

- Natra, ext 4224

- Administration, ext 5520

- Tax, ext 4271

- Fiscal, ext 4528

- Imigration, ext 5500

- Animals and Plants Quarantine, ext 4278

- Health Harbour Office (KKP), ext 4205 (HARBOUR)

- Solo Murni Cargo, (0271) 5891612

3. Facilities and Utilities

- Information, ext: 4215

- Airport Duty Manager (ADM), ext: 4212

- Apron Movement Control (AMC), ext: 5550, 5532

- Navigation Telecommunications (Telnav), ext: 4444, 5512

- Mechanical, ext: 4290

- CCTV, ext: 4297

- Electricity, ext: 4291

- Service (PJP2U), ext: 4429

- Meeting Room, ext: 5560

- General Manager, ext: 5000

- General Manager Secretary, ext: 5001

- Personalia, ext: 5564

- Tower, ext: 5562

- International Boarding, ext: 5571

- Domestic International Boarding, ext: 4303

- Briefing Office (BO), ext: 5561

- Meteorology (Meteo), ext: 5559

- Aid Accident Flight Fire (PKPPK), ext 5558

- X-Ray Timur, ext: 4200

- X-Ray Barat, ext: 4207

- Domestic Boarding Gate, ext: 4306

- International Boarding Gate, ext: 5526

How to use the telephone at the information unit:

a. Press IPK0 button to answer the telephone, and press RLS button to hung up the

telephone

b. To connect to another extention press RLS DET button then enter the extension

number. For example if you want to connect to AirAsia, you should press 4225 as

the extension number. For hanging up the telephone, press RLS button.

As an operator, I was using a PABX system (Private Automatic Branch Exchange), a

device that serves as a central telephone on a specific location, such as the office.

PABX features several types as follows:

1. Digital PABX

PABX uses a digital connection. PABX has a flexible button and can only be used

or paired to the similar brand or type of PABX. Digital aircraft has been supported

with some of the features including: conference calls and conference party

2. Analog PABX

Analog PABX is a PABX that supports only ordinary telephone aircraft and is

almost the same as the household telephone

3. Hybrid PABX

Hybrid PABX is PABX that can only use digital and analog telephone on port-

extention.

2) Announcing the flight schedule for the passenger

The process of announcing that I did in the information unit was divided into two types,

namely automatic and manual announcing. For the process of announcing a special

automated using named FIDS (Flight Information Display System) that have been

customized for airport operations. FIDS is connected with all of the monitors that are located

at the airport. The functions are to present the schedule of arrivals and departures of each

flight located to Adi Sumarmo International Airport.

Multiple monitors to inform the arrival and departure schedules:

- The entrance of check in room as the main monitor

- International Arrivals Terminal

- Domestic Arrivals Terminal

- Service Room (PJP2U)

- Waiting Room

As for the process of announcing manually, I used an electronic speaker. Manual

announcement is normally use to broadcast news of the loss of goods or merchandises,

belonging to the visitors of the airport, to call the names of the passengers who have not yet

arrived when the at boarding process takes place, and to remind the car to be parked on the

provided parking area.

3) Being Customer Service

I had a duty to provide information or to answer questions from the users of the airport

services, namely prospective passengers, and their relatives. General questions asked are:

platform ticket price, arrival and departure of the aircraft, time for check-in schedule, luggage

storage is stored in lockers, toilet, and how to get pass visitor card. If the question requires

thorough explanation, I will give the guest a sheet of paper and explain in general, as an

example a prospective passenger asks about the whole regular flight schedule. Another

question is a location on the site, for example of a prospective passenger who wants to leave

their belongings into the lockers, but they do not know where the lockers are located, I will

deliver these prospective passengers to the location of the lockers.

4) Selling Ticket Platform

I get a duty to sell the platform ticket. There were 3 kinds of the platform and they had

different price in Adi Sumarmo International Airport, i.e:

1. NPA (Non Public Area) Platform

The Price is Rp 25,000. The color of this ticket is red. Introductory passenger can only

enter up to the 2nd floor, they are not allowed to enter the waiting room. The NPA areas

which are close to the public are:

- The side area of the airports

- Immigration area, main gate

- Tower, radar building, meteorology building, main power station, cargo building, and

water pump station

2. Car‟s Platform Ticket

Ticket for car towards the apron is Rp 40,000. This ticket is used by car drivers who

want to pick up a sick person or to pick up the people with special treatment.

3. Locker Ticket

By paying Rp 10,000/locker you can deposit your luggage into a provided locker for 1

day. This locker is only available for aircraft passenger of the Adi Sumarmo International

Airport.

The use of all tickets is strictly supervised and the platform has the following

requirements are:

- The ticket should match the identity of the user of the ticket

- Only valid for one person at the time of entering the intended area

- The user of the ticket should show the ticket to the airport securit and save the other

half of the ticket for further examination

- Ticket users are not allowed to freely invite other visitors

- The ticket users should dress decently

- Ticket violations abuse will be penalized in accordance to the applicable rules.

5) Serving Daily Pass Visitor Card

I got a duty to check the pass visitor card from the user of the airport. Pass Visitor Card is

free of charge. It is usually used by people who still have a relationship by companies, and

government. One of the examples; When the President of Indonesia, Joko Widodo comes to

Surakarta by Garuda aircraft that landed at the Adi Sumarmo Airport Surakarta, his police,

TNI, and people who have connection/relationship with the him may enter into the airport

using the pass visitor of.

6) Writing all of the flight activities into a Log Book

I get a task to write all of the flights activities into alog book. Log book is a journal

which contains all flight activities. The content is a list of aircraft type with its code that

landed and took off at Adi Sumarmo International Airport. It also contains arrival and

departure time of the aircraft, and the number of passengers that is on the plane.

7) Depositing the platform

Proceeds from the platform like NPA, customs Platform car rentals, rental locker

platform should be deposited in BRI Bank every day. The following are the steps I did in the

remittance proceeds platform:

a. Bring a slip that lists the number of platform and a sum of money corresponding to the

daily use of BRI Bank.

b. Bring platform daily report book that has been used for was signed by the cashier (the

financial part of the Adi Sumarmo Airport)

c. After depositing some money into BRI, bring the yellow slip (from BRI) to the cashier.

d. Then, bring the pink slip for commercial part of Adi Sumarmo Surakarta

e. After that, bring the yellow slip for customer relations

f. Finally, the blue slip is archived in information unit archives.

8) Booking and Checking-in Airplane Ticket

Flights check-in and flights booking are only applied to the employees of the Adi

Sumarmo International Airport or people who are related to the airport. I had to check-in the

ticket in the counter and booked the flights in counter airlines. The things that should

prepared for checking-in is the ticket and the identity card (KTP). On the other half, the thing

that should be prepared for booking flight is the memo. The memo contains airlines,

departure time, and destination.

9) Giving letters to AMC (Apron Movement Control)

Giving letters from the customer relation to the Apron Movement Control (AMC)

was one of the activities done in the job training. The reason why the customer relation

does not directly send the letter provide to AMC because the letter must be signed by the

information unit.

a. The problems faced by information unit in providing aviation information service

Improving the quality of services, Information unit also experienced various constraints

and problems. These constraints are:

1. Lacking of employees in the information unit

Lacking of employees in the information unit where each shift is only occupied by

2 people. There are only 5 employees in information unit, and they are divided into 3

shifts, namely shift A, B, C (shift A: Morning Shift, Shift B: Afternoon Shift, and C:

Free) each shift is only filled with two people while there are to do in information unit

For an example: there is a meeting related to the airport and information unit should

send at least 1 representative while officials operated only 2 people. Thus, there is

only 1 person left in the information unit to handle the counter.

2. Lacking of knowledge and insight

Many users of the airport services of ask regarding a matter that relates to the

airport, but the information officer cannot give an answer. Example: A customer wants

to call the animal quarantine section, however the phone number to the animal

quarantine section has changed and is not updated in the information unit so that the

officer cannot contact the animal quarantine section.

3. Lacking of supporting facilities in the tourist information counter.

One of the units that is related to information unit is Tourist Information Counters

(TIC). TIC is managed by Indonesian Tourist Guide of Indonesian Guides Association

(HPI). The function of the TIC is providing information to domestic and foreign

tourists about tourist attractions and all information about Surakarta city, including

accommodation and everything related to tourism. Many tourists want to have tour a

in Surakarta and to go sightseeing, but TIC does not have any brochures. Regarding

that information, this obstructs the TIC officer to perform a maximum work

4. Technical Problems

A. The low telephone ringtone

Information officer cannot hear the telephone ringing because the ringtone

volume is too soft. The environment in Information counter is noisy, even though

the information counter is soundproofed. This is due to the echoing sound of the

announced airplane schedule. Noisy environment and the low sound of the

telephone cause the employee pf the information unit miss the phone call, as they

cannot hear the ringtone incoming phone call is definitely an important phone call

to inform the information unit regarding the airplane arrival and departure

schedule. The phone call sometimes also comes from the airport service users who

want to know the airplane schedule

B. The telephone voice suddenly lost, and it sounded very low

Voice on the telephone is softly and sometimes no sounds at all. It makes the

information officer can't hear clearly. Usually the employees information wiggle

wires that are on the telephone, or take it off when people talk on the telephone

sounded softly and even doesn't sound at all. It is very inefficient because the

users of the services of the airport must call many times and even shouting heard

by airport employees.

5. The cancellation and delay of the aircraft

A flight delay is a when an airline flight takes off and/or lands later than its

scheduled time. The Federal Aviation Administration (FAA) considers a flight to be

delayed when it is 15 minutes later than its scheduled time. A cancellation occurs

when the airline does not operate the flight at all for a certain reason. When flights

are cancelled or delayed, passengers may be entitled to compensation due to rules

obeyed by every flight company, usually Rule 240, or Rule 218 in certain locations.

This rule usually specifies that passengers may be entitled to certain reimbursements,

including a free room if the next flight is the day after the cancelled one, a choice of

reimbursement, rerouting, phone calls, and refreshments. When a flight is delayed,

the FAA allocates slots for takeoffs and landings based on which flight is scheduled

first. Some of the causes of flight delays are as follows:

- Maintenance problems with the aircraft

- Fueling

- Extreme weather, such as tornado, hurricane, or blizzard

- Airline glitches.

- Congestion in air traffic

- Late arrival of the aircraft to be used for the flight from a previous flight

- Security issues

The airlines were late in providing information on the cancellation and delay of

the aircraft to the information officer thus making the information officer difficult to

answer question of the service user. For example: Lion Air had a flight schedule at

01:00 and Lion Air confirmed „Cancel‟ at 01:00. The confirmation of the new

notification is 2 hours before departure.

b. The solutions to overcome the problems

The solutions are:

1. Add more employees to information unit so that the information counter is not only

operated by 1 person.

2. Update some important telephone numbers and extentions.

3. Cooperate with the TIC in terms of information on tourism, such as the brochure

which can be put in the information counter

4. Immediately fix all equipments which are damaged, or replace them with new one,

and bring them in Information Unit.