Members:
1. Markus Hartono [ 122071080 ]
2. Theresia Lola [ 12208118 ]
3. Tulus Basuki [ 122080122 ]
4. Kristian Wahyu [ 122080067 ]
PT Mobile-8 Telecom,Tbk Confidential
STRATEGIC PARTNERMobile-8 is owned by reputable shareholders with world-class experience and expertise who have the ability to provide significant strategic contributions to the company’s business growth:
1. Bimantara Group, through MNC with its three leading national television stations, print media and radio networks, is able to provide media and various rich content library to support the company’s growth.
2. Korean Telecom Freetel Co Limited (KTF Korea), as the second largest CDMA operator in South Korea, KTF has major contribution in transferring technology to ensure international product and service standard quality.
3. Qualcomm Incorporated, USA, the inventor and pioneer of CDMA and other wireless technologies, provides active support for the latest CDMA technology implementation and development.
4. Asia Link, a subsidiary of First Pacific Company Ltd., Hong Kong, is a majority shareholder in the Philippine Long Distance Telephone Company (PLDT) and SMART, the largest cellular operator in the Philippines.
5. PT. Media Nusantara Citra (MNC), a strategic partner of Mobile-8, is the largest and the only integrated multimedia group in Indonesia with a significant number of hours of programs in their content library. MNC’s popular local multimedia content will help secure the success of Mobile-8’s value-added services deployment.
6. TV MOBI, is an example of our strategic value added service which aims to fulfill the demand for high-quality and widevariety of multimedia contents.
The key success factor for value added services is content.
Based on AGB Media Research data, Indonesians favor local content over non-local content, and MNC’s local content has consistently been ranked in the 20 favorite programs by Indonesian television viewers.
PT Mobile-8 Telecom,Tbk Confidential
VISION & MISSION
VISIONTo be the ‘Operator of Choice’ by exceeding our customer’s
expectations with a focus on efficiency and connection with their dynamic, creative, practical and highly mobile lifestyles.
MISSIONTo maximize value for our stakeholders with continued innovation
and strong corporate governance.
TARGET MARKETWe provide every Indonesian with high quality and great value
voice and data services. We have specially created products to suit customer needs and lifestyle, whether they are using the cellular
phone for the first time, a teenager, a young professional or mobile executive.
PT Mobile-8 Telecom,Tbk Confidential
NEW MOBILE-8 VALUES
PT Mobile-8 Telecom,Tbk Confidential
CUSTOMERS CYCLES
EXTERNAL[END USER]
INTERMEDIATE1. Supplier2. Logistics3. Dealer4. Distributors5. Outlets
INTERNAL1. Billing System2. Network3. IT4. Purchasing5. Marketing6. Sales7. Finance8. etc
PT Mobile-8 Telecom,Tbk Confidential
MSC : Mobile Switching Center
PSTN : Public Switching Telephone Network
ISDN : Integrated Service Digital Network
PDN : Public Data Network
PLMN : Public Land Mobile Network
CELLULAR TELECOMMUNICATION AT GLANCE [1]
PT Mobile-8 Telecom,Tbk Confidential
Base Transceiver Station
CELLULAR TELECOMMUNICATION AT GLANCE [2]
Izin Seluler Izin FWA
2 keuntungan yangtergabung, yaitu mobilitas
bebas roaming dan tarif lokal yang hemat
Aktif Dua-Duanya(Dual Active) & Single account
Fren Duo Core Values
Nomor Utama (Seluler) Nomor sekunder (FWA)Paired/Gabung
CDMA 2000 1X
Seluler FWA (Fixed Wireless Access)
CDMA
GSM
?Untapped
Position/Pasar yang belum
tergarap
Tariff Fren Duo
Diskripsi Seluler (*550) FWA (*55) GSM A GSM B CDMA A CDMA B
Telepon ke Sesama GRATIS GRATIS 1,500 1,400 50 54
Menelepon PSTN dan FWA Lokal 500 150 900 800 250 250
Menelepon PSTN dan FWA SLJJ 1,800 1,750 1,500 1,500
Menelepon ke Lintas Operator Lokal 1,600 1,400 800 780
Menelepon ke Lintas Operator SLJJ 2,000 1,750 1,500 1,600
SMS ke Lintas Operator 150 99 1 (max 160) 165
Data 5/KB 1/KB data N/A 5/kb 1/ KB
Fren Duo
500
1,200
1,200
88
Diskripsi Fren Duo GSM
Ditelepon dari seluler 450/ 30 detik 800/ 30 detik
Ditelepon dari FWA 250 800/ 30 detik
Menelepon Murah
Ditelepon Murah
Keuntungan bagi pelanggan
Mendapatkan layanan seluler yang mobilitas penuh dengan tariff lokal yang sangat hemat
Tidak perlu menggunakan hape Dual Mode yang mahal untukmendapatkan dual active.
Tidak repot, cukup menjaga 1 account
Mempunyai seluler yang ditelpon murahbila sedang roaming.
Menelpon ke sesama Fren dan hepiSe-Indonesia gratis (isi ulang min. 10K) dantarif data sangat murah Rp. 1/kb.
PT Mobile-8 Telecom,Tbk Confidential
S-W-O-T ANALYSIS
STRENGTH• Cellular Nationwide License• International Roaming • Cheap FWA Tariff• Subsidiary of Biggest Multi Media
Group• Nationwide Coverage
WEAKNESSPoor Marketing Communication
OPPORTUNITY• GSM closest competitor=> VA
Cheap Tariff• The Only International Roaming
Capable CDMA
THREAT• Hard Market Penetration• Smaller Market Share• Lower RGU [ Revenue Generator
Usage ]
PT Mobile-8 Telecom,Tbk Confidential
To be the top 3 customer service amongst telecommunication provider in terms of service
and process by expand the service delivery channel given to the customer whilst at the other hand offer above standard of quality service and at the same time support sales
distribution and channel
MOBILE-8 CUSTOMER SERVICE PHILOSOPHY
PT Mobile-8 Telecom,Tbk Confidential
SIX ASPECTS OF MOBILE-8 CUSTOMER SERVICE
STRATEGY
PHILOSOPHY
INFRASTRUCTURE
TECHNOLOGY
Building Mobile-8Customer Care
SYSTEM OPERATION
PEOPLE
PT Mobile-8 Telecom,Tbk Confidential
Walk In
Call
Email,SMS
Corporate PIC
Fax
CP
Front line
Call Center
Operational Support
NOC
Issue
Feedback
Technical Dept
Finance Dept
OperationalSupport
Process
Operational Support
Technical
Non Technical
Finance
Marketing & Sales
Hard ComplaintSome Request
Categories TT
Closed
Satisfy
Unsatisfied
SubmitTransferFeedback
Re-process If SLA is not met or there is no actions within specified date, system will sent alert to SPV & Mgr. SPV can assign the TT to other staff.
Receded /Return
TROUBLE TICKET BUSINESS PROCESS
PERATURAN MENTERI KOMUNIKASI DAN INFORMATIKA Nomor : 12/PER/M.KOMINFO/04/2008, Tanggal : 21 April 2008------------------------------------------------------------------------- FORMAT LAPORAN PENCAPAIAN STANDAR KUALITASPELAYANAN JASA TELEPONI DASAR PADA JARINGAN BERGERAK SELULAR
No Kinerja Layanan Parameter Tolok Ukur
NilaiJan – Des
Tahun:
1. Standar Kinerja Tagihan Prosentase keluhan atas akurasi tagihan dalam satu bulan
≤5%
Prosentase penyelesaian keluhan atas akurasi tagihan yang diselesaikan dalam 15 hari kerja
≥90%
Prosentase penyelesaian keluhan atas akurasi charging pra bayar yang diselesaikan dalam 15 hari kerja
≥90%
2 Standar Pemenuhan Permohonan Aktivasi
Prosentase pemenuhan permohonan aktivasi pasca bayar dalam waktu 5 hari kerja
≥90%
Prosentase pemenuhan permohonan aktivasi pra bayar dalam waktu 24 jam
≥98%
3 Standar PenangananKeluhan UmumPelanggan
Prosentase penanganan keluhan umum pelanggan yang ditanggapi dalam periode 12 bulan
≥85%
4 Standar Tingkat LaporanGangguan Layanan
jumlah laporan gangguan layanan untuk setiap 1000 pelanggan
≤50%
5 Standar Service LevelCall Center LayananPelanggan
Prosentasi jawaban operator Call Center terhadap panggilan pelanggan dalam 30 detik
≥75%
INDONESIA’S QUALITY OF SERVICE [ BRTI ]
PT Mobile-8 Telecom,Tbk Confidential
INDONESIA’S QUALITY OF SERVICE [ BRTI ]
No Kinerja Jaringan Parameter Tolok Ukur
NilaiJan – Des
Tahun:
1. Standar Endpoint Service ≥ 90%Availability
Prosentase Jumlah panggilan yang tidakmengalami dropped calldan blocked cal
≥ 90%
Prosentase dropped call ≤5%
2 Standar Kinerja LayananPesan Singkat
Prosentase jumlah pesan singkat yang berhasil dikirim dengan interval waktu antara pengiriman dan penerimaannya tidak lebih dari 3 menit
≥ 75%
.................(tempat)...................., .....(tanggal dan bulan)....., 20.....TTD di atas Materai Rp. 6000,-DIREKTUR PT ......................
Ditetapkan : JAKARTAPada tanggal : 21 April 2008
-------------------------------------------------------------MENTERI KOMUNIKASI DAN INFORMATIKA,
TTDMOHAMMAD NUH
FORMAT LAPORAN PENCAPAIAN STANDAR KUALITASPELAYANAN JASA TELEPONI DASAR PADA JARINGAN BERGERAK SELULAR
PT. Mobile-8 Telecom, TBKLaporan Quality of Service - QoS
Pada Jasa Teleponi Dasar pada Jaringan Bergerak Selular
No Kinerja Layanan Parameter Tolok Ukur
NilaiJan – Maret Tahun: 2009
1. Standar Kinerja Tagihan Prosentase keluhan atas akurasi tagihan dalam satu bulan
≤ 5% 0.06 %
Prosentase penyelesaian keluhan atas akurasi tagihan yang diselesaikan dalam 15 hari kerja
≥ 90% 94.29 %
Prosentase penyelesaian keluhan atas akurasi charging pra bayar yang diselesaikan dalam 15 hari kerja
≥ 90% 94.79%
2 Standar Pemenuhan Permohonan Aktivasi
Prosentase pemenuhan permohonan aktivasi pasca bayar dalam waktu 5 hari kerja
≥ 90% 99.94%
Prosentase pemenuhan permohonan aktivasi pra bayar dalam waktu 24 jam
≥ 98% 100%
3 Standar PenangananKeluhan UmumPelanggan
Prosentase penanganan keluhan umum pelanggan yang ditanggapi dalam periode 12 bulan
≥ 85% 97.97%
4 Standar Tingkat LaporanGangguan Layanan
jumlah laporan gangguan layanan untuk setiap 1000 pelanggan
≤ 50% 5.02 %
5 Standar Service LevelCall Center LayananPelanggan
Prosentasi jawaban operator Call Center terhadap panggilan pelanggan dalam 30 detik
≥ 75% 90.01%
INDONESIA’S QUALITY OF SERVICE [ BRTI ]
PT Mobile-8 Telecom,Tbk Confidential
INDONESIA’S QUALITY OF SERVICE [ BRTI ]
No Kinerja Jaringan Parameter Tolok Ukur
NilaiJan – maret Tahun: 2009
1. Standar Endpoint Service ≥ 90%Availability
Prosentase Jumlah panggilan yang tidakmengalami dropped call dan blocked call
≥ 90% 98.36%
Prosentase dropped call ≤ 5% 0.22%
2 Standar Kinerja LayananPesan Singkat
Prosentase jumlah pesan singkat yang berhasil dikirim dengan interval waktu antara pengiriman dan penerimaannya tidak lebih dari 3 menit
≥ 75% 100%
.................(tempat)...................., .....(tanggal dan bulan)....., 20.....TTD di atas Materai Rp. 6000,-DIREKTUR PT ......................
Ditetapkan : JAKARTAPada tanggal : 21 April 2008
-------------------------------------------------------------MENTERI KOMUNIKASI DAN INFORMATIKA,
TTDMOHAMMAD NUH
FORMAT LAPORAN PENCAPAIAN STANDAR KUALITASPELAYANAN JASA TELEPONI DASAR PADA JARINGAN BERGERAK SELULAR
PT Mobile-8 Telecom,Tbk Confidential
INDONESIA’S QUALITY OF SERVICE [ BRTI ]
PT Mobile-8 Telecom,Tbk Confidential
CS REPORT [5 Weekly Big Complaints]Subyek
Belum
selesai
selesai
Total Keterangan PIC
SMS content problem
46 31 77
- Sulit Unregistrasi sms content - Sudah berhenti Unreg, tetap masih terkirim sms content- Tidak merasa melakukan registrasi tetapi selalu terkirimi sms content - Ket: beberapa pelanggan minta dikembalikan pulsanya & beberapa pelanggan lupa format Unreg
OS
Promo Iklan tidak sesuai dengan produk/paket
27 11 38
- Sulit reg BES Hepi - Belum mendapat ringgo gratis dari Nidji "sahabat" & Sindencosta (perdana Fren Sobat) - Belum mendapat bonus pulsa 50% - Tiadak mendapat bonpul 800K untuk COS 34_Cos 36- Paket Mobi pantech px 500 tidak mendapt bonus 1G-nya
OS
Tidak Terima Tagihan
11 11 22- Pelanggan belum menerima tagihan & menginformasikan kembali alamat tagihannya- Pelanggan minta di kirim ulang tagihannya
FOS
RingGo (MRBT) 7 14 21
- Ringgo masih aktif, namun ringgo tidak terdengar (hanya nada sambung: tut...tut..tut)- Belum mendapat ringgo gratis dari Nidji "sahabat" & Sindencosta (perdana Fren Sobat) - Sulit untuk reg ringgo
OS
Weak Signal 5 6 11
- Annc: suara terputus - putus & agak sulit melakukan og/call (sinyal antara 0 - 2)- Lokasi A# berada di sutorejo utara no 19 surabaya, Kel/Kec.balung Kab.Jember, jepara taman siswa,batik alis/pekalongan, jl panglima sudirman 44-46 kelurahan kenayakan tul, jl.lawu kec.mojoroto-kediri, RT 15-05 KEL kuwiran kec beran kulon boyolali, JL. NUSA DUA KEL jIMBARAN KEC JIMBARAN BALI, jl.solo boyolali kec.banyudono boyolali, perumahan laguna no d2 no 2batu aji sekupang batam & KEBON AGUNG JL. SEMARNG PURWODADI DS. MEGONTEN DMA
NetworkQuality