Marketing ManagementExecutive Development Program95

Ketatnya persaingan industri pemasaran untuk jasa dan produk yang kian tajam saat ini menuntut perusahaan untuk dapat memberikan produk serta layanan yang prima kepada para pelanggannya. Untuk menghasilkan kualitas layanan yang prima tersebut diperlukan sistem layanan yang terintegrasi, yang meliputi layanan front stage maupun dukungan back stage dari suatu perusahaan.

Selain itu perusahaan juga perlu untuk mengetahui kualitas layanan yang diberikannya kepada para pelanggannya. Untuk memenuhi hal tersebut perusahaan perlu untuk melakukan review ataupun penilaian terhadap layanan yang diberikan. Review dan penilaian ini dilakukan melalui berbagai metode riset yang terintegrasi pada setiap rangkaian layanan yang diberikan kepada pelanggannya. Rangkaian layanan ini dapat diperoleh dari gambaran service blueprint.

Masukan, temuan dan penilaian para pelanggan yang diperoleh dari riset ini akan sangat membantu perusahaan untuk melakukan perbaikan danpeningkatan yang diberikan kepada pelanggannya. Apabila layanan yang diberikan telah memuaskan pelanggannya, secara tidak langsung akan meningkatkan loyalitas pelanggan dan berkorelasi positif dengan peningkatan profit pada perusahaan.

Menjawab Masalah Apa

Setelah selesai mengikuti program ini, peserta diharapkan mampu:• Memahami tentang riset kepuasan pelanggan • Memahami dan mampu membuat service blueprint layanan • Memahami pentingnya melakukan redesign terhadap service blueprint untuk meningkatkan kualitas layanan

Manfaat Apa yang Anda Peroleh

Tight competition in marketing industry for marketing services and product is getting intense nowadays. This condition drives companies to provide excellent product and services for their customers. An integrated service system is needed in order to produce excellent service covering front stage service and back stage service of a company.

Furthermore the company should also know service quality provided for its customer. To achieve standard quality service, a company needs to review or evaluate its services to the customer. Various integrated research method in a series of customer services can be performed to review and evaluate customer service. In this regard, Service Blueprint can depict different means/channel through with services are delivered and show the physical evidence of the service, front line staff actions, behind the scene staff actions, and support systems

Inputs, finding and evaluation from the customers obtained from the research will help a company to perform improvement and development provided for its customers. If the customers are satisfied with the services, indirectly the customers’ loyalty will increase, and it correlates positively to increase company profit.

Problems To Be Addressed

Having attended this program, the participants are expected to be able to:• Understand customer satisfaction research • Understand and capable of undertaking service blueprint • Understand the important of undertaking redesign service blueprint to improve the service quality

Objectives

CUSTOMER SATISFACTIONMANAGEMENT

MARKETING MANAGEMENT

ID EN

96

• Lecturing• Diskusi Kasus• Praktik pengolahan dan analisa data

Metode Pelatihan• Lecturing• Case Discussion• Data processing and analysis

Delivery Method

• Pengenalan konsep pengelolaan sistem kepuasan pelanggan terpadu • Pemahaman dan pembuatan service blueprint layanan • Redesign service blueprint layanan • Pembuatan kuesioner • Riset kepuasan pelanggan

Apa Saja yang Dibahas

• Marketing/Sales Manager • Marketing/Sales Supervisor• R & D

Siapa yang Perlu Ikut

• Introduction to the concept of integrated service quality management • Understanding and performing service blueprint • Redesign service blueprint • Composing questionnaire • Customer satisfaction research

Subjects Covered

• Marketing/Sales Manager • Marketing/Sales Supervisor• R & D

Who Should Attend

CUSTOMER SATISFACTIONMANAGEMENT

MARKETING MANAGEMENT

ID EN

IDR 5.500.000 28-30 Aug24-26 Apr 20-22 Nov

DEC

ISIO

NSC

IEN

CE

16

40

16

16

2

5

2

2

5.800.000

8.400.000

4.800.000

4.900.000

HU

MA

N R

ESO

URC

E M

AN

AG

EMEN

T

05. HR for Non HR Managers

06. Human Resources Management

07. Comprehensive Job Analysis

08. Designing Training Program

09. Evaluating Training Program

10. Measuring Return On Training Investment - ROTI

11. Remuneration Management

12. Industrial Relations Conflict Resolution

13. Designing Competency Model

14. Competency Based Recruitment & Selection

15. Practical Behavior Based Interview

16. Designing Learning Program

17. Talent Management

18. Human Capital Management Certification (HCMC)

- Modul 1 : Aligning HCM Strategy and Corporate Strategy

- Modul 2 : Acquisition and Develop the Right Employee

- Modul 3 : Retain the Best Employee

- Modul 4 : Increase Employee Engagement

19. Assessment Center Assessor Certification

16

40

24

20

16

16

24

16

16

20

16

24

16

32

24

24

24

40

2

5

3

2.5

2

2

3

2

2

2.5

2

3

2

4

3

3

3

5

ST

RAT

EGIC

MA

NA

GEM

ENT

20. Design Thinking For Innovation

21. Business Acumen

22. Pricing Strategy

23. Company Strategic Planning

24. Managing Organizational Change

25. Business Model Canvas

26. Business Process Mapping

27. Feasibility Study

28. Integrated Risk Management

29. Innovation Strategy

30. Product Innovation Management

31. Managing Innovation For Growth

24

20

16

20

16

20

16

20

20

16

24

24

3

2.5

2

2.5

2

2.5

2

2.5

2.5

2

3

3

5.500.000

5.100.000

5.000.000

7.000.000

5.500.000

5.500.000

5.000.000

6.500.000

6.500.000

6.500.000

5.800.000

5.800.000

28 Jan - 01 Feb

28 Jan - 01 Feb

30 Oct - 01 Nov

31 Jul - 02 Aug

27-28 01-02 09-10 04-0524-2501-05

29 Jul - 02 Aug

28 Jan - 01 Feb 25-2925 Feb - 01 Mar

26-30

17-18 21-22

07-08

07-08

24-25 07-08 06-07

05-06 10-11 15-16

11-15

11-15

27-29

05-06 28-29

28-29

08-12

24-26

01-02

29-30

10-12 16-18

12-14

07-08

20-22

27-28

13-14 08-09

21-23

17-19

01-05 05-09 09-13 07-11 04-08 09-13

13-15

17-19

11-12 03-04

20-22

12-15

27-29

06-08

13-14

09-11 17-19 09-11 17-19

13-15

26-28

05-06

24-26

24-25

07-09

16-17

20-22

06-08

18-20 11-13

08-09 04-05 04-05

27-28

20-22

02-03

16-18

23-25

21-23

07-09

10-12

25-2714-16

29-30 11-12

13-15

17-20

14-16 20-22

15-16 04-05 27-28

08-12

24-25

10-11

19-23 16-20

25-27

14-18

01-03

23-24

30-31

08-10

11-15

27-29

20-21

09-13

10-12

17-18

22-26 23-27 21-25 18-22 16-20

11-1213-14

27-28

16-17

03-04

18-19

20-21 21-22

4.500.000

7.000.000

5.200.000

5.800.000

5.200.000

5.200.000

5.400.000

4.800.000

5.200.000

5.500.000

5.500.000

5.200.000

5.200.000

22.000.000

7.900.000

5.700.000

5.700.000

5.700.000

10.000.000

01. Strategic Decision Making

02. Minaut Indonesia - Problem Solving and Decision Making

03. Practical Problem Solving

04. Creative Thinking Technique

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Hours Days StaffParticipantsSpv Mgr Sr Mgr Price

NEW

MA

RK

ETIN

G M

AN

AG

EMEN

T

40. Direct & Database Marketing

41. Designing an Exceptional Customer Experience

42. Developing Digital & Social Media Strategies for Business

43. Upgrowth Program for Manager Marketing and Supervisor

44. Advance Competitive Marketing Strategy

45. Building Brand Equity and positioning

46. Marketing Management

47. Building Service Culture

48. Customer Satisfaction Management

49. Customer Service Orientation Enhancement

50. Marketing Channel Strategy

51. Sales Management

52. Salesmanship

53. Negotiation Skill for Business

54. Applied Marketing Research

PERS

ON

AL

EFFE

CTI

VEN

ESS

30-31

19-21

05-06 10-11

23-25 24-26

30-31

19-21

10-12

18-20

27-28

13-14

23-25

02-03

16-17

09-10

10-12

14-16

14-15

07-08

16-18

07-09

22-23

10-12

01-02

29-30

19-21

13-14

06-08

27-28

31 Jul - 01 Aug

FIN

AN

CIA

L M

AN

AG

EMEN

T

55. Finnon : for Public Sector

56. Finnon : Understanding Financial Statement

57. Finnon : Profit Planning & Capital Budgeting

58. Working Capital Management

59. Effective Cost Management

60. Budgeting

61. Financial Statement Analysis

62. Financial Projection & Valuation

63. Internal Audit

64. Forensic Accounting & Fraud Investigation

65. Financial Aspects on Feasibility Study

20

20

16

16

20

16

16

16

32

24

16

2.5

2.5

2

2

2.5

2

2

2

4

3

2

4.400.000

6.500.000

5.300.000

5.200.000

5.200.000

5.500.000

6.200.000

5.400.000

5.800.000

5.800.000

5.000.000

29-31

03-05

16-18 14-16 10-12 08-10 17-19

04-05

18-20

10-11

04-05

13-15

12-13

05-06

27-29

20-21

22-24

15-16

02-03

04-05

25-26

28-29

06-07

21-23

24-25

17-18

09-12

19-21

12-14 10-12 21-23

07-08

14-15

23-25

01-02

10-12

27-28

05-06

12-15

20-21

27-28

07-08

31 Jul - 02 Aug

29 Oct - 01 Nov

31 Jul - 01 Aug

26-2805-07

13-15

27-29

22-23

18-20

30-31

13-15

04-06

17-19

11-12

03-05

26-28

20-22

26-27

05-07

13-15

02-04

09-10

16-18

23-25

01-03

04-06

10-12

25-26

03-05

16-18

03-05

09-11

28-30

21-22

15-17

15-17

07-09

22-23

29-30

24-26

10-12

01-02

20-22

12-14

27-29

20-21

30 Jan - 01 Feb

27 Feb - 01 Mar

29 Jul - 02 Aug 28 Oct - 01 Nov

30 Jul - 01 Aug

16

20

24

48

24

20

24

16

20

16

20

20

16

20

20

2

2.5

3

5

3

2.5

3

2

2.5

2

2.5

2.5

2

2.5

2.5

4.500.000

4.800.000

4.500.000

7.500.000

6.200.000

5.100.000

5.300.000

5.500.000

5.500.000

5.000.000

5.500.000

5.200.000

4.500.000

5.500.000

5.200.000

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Hours Days StaffParticipantsSpv Mgr Sr Mgr Price

19-2121-2309-11

32. Enhancing Your Personal Effectiveness

33. Effective Business Communication

34. Report Writing

35. Powerful Business Presentation

36. Time Management

37. Stress Management

38. Interpersonal Softskills

39. Strengthening Your Leadership Talent

5.000.000

4.800.000

5.000.000

5.000.000

5.000.000

4.500.000

5.000.000

5.000.000

2

2.5

2.5

2.5

2

2

2

3

16

20

20

20

16

16

16

24

OPE

RAT

ION

MA

NA

GEM

ENT

73. Managing Service Operation

74. Engineering (Fixed) Asset Management

75. Running Your Microsoft Project

76. Starting a Project Management Office / PMO

77. Designing Work Instruction

78. Effective Performance Dashboard

79. Production/Operation Management

80. Quality Management System

81. Supply Chain Management

82. Production/Operation Planning & Control

83. Inventory Management

84. Purchasing Management

85. Warehouse Management

86. Maintenance Management

87. Logistic Management

88. Project Management

89. Owner's Estimate / Harga Perkiraan Sendiri

90. Project Procurement and Risk Management

91. Excellent Manufacture Operation

29-31

07-08

05-06

01-02

10-11

03-04

03-04

17-19

14-16

25-26

09-10

27-29

27-28

04-05

03-05

17-19

11-13

17-19

06-08

13-15

19-20

05-07

20-21

12-14

30-31

01-02

23-24

15-17

09-10

23-25

04-06

18-20

11-13

24-26

04-05

21-23

27-29

07-09

14-16

10-12

30-31

17-18

23-25

08-09

15-17

07-09

21-23

24-25

10-12

24-26

10-12

01-02

20-22

12-13

05-06

26-28

20-22

19-21

13-15

20-22

27 Feb - 01 Mar

30 Oct - 01 Nov

16

16

16

16

16

16

24

16

24

24

24

20

20

16

16

24

20

16

24

2

2

2

2

2

2

3

2

3

3

2.5

2.5

2.5

2

2

3

2.5

2

3

4.700.000

4.700.000

4.500.000

4.500.000

4.500.000

4.500.000

6.000.000

4.800.000

6.500.000

6.000.000

6.000.000

6.000.000

6.000.000

5.500.000

5.000.000

7.000.000

4.800.000

5.000.000

4.800.000

All Program Will Be Presented in Bahasa Indonesia

GEN

ERA

L M

AN

AG

EMEN

T

75

25

50

24

16

24

16

16

24

31

25

6

3

2

3

2

2

3

12.500.000

6.200.000

4.500.000

5.000.000

4.700.000

4.500.000

4.700.000

66. Business Essentials for Managers (Hybird Learning Program)

- Online Program

- Inclass Program

67. Training for Trainers

68. Key Performance Indicators

69. Office Management

70. Filing Management

71. Designing Standard Operating Procedure (SOP)

72. Management for Professional Secretary

31 Jul - 01 Aug

01 Jul - 02 Aug 28 Oct - 29 Nov

12-14 26-28 01-03 17-1909-11

05-06 15-16 07-08

05-10 02-07

30-31

20-22 11-13 20-2217-19

01-02 21-22 06-07

04-05 04-0516-1703-0429-3020-21

28-30 11-1324-2613-15

MA

NA

GIN

GO

TH

ERS

92. Leading With Emotional Intelligence

93. Effective Supervisory Management

94. Managing People

95. Effective Leadership

96. Leader as A Coach

29-31 26-28 26-28

20-22

05-06 09-10

07-09 09-11 06-08 10-12 08-10 05-07 03-05

13-15

29-30

23-24

04-06

20-21 17-1801-02

14-15

24-26

15-16

29-30

01-02

06-07

20-21

16

24

20

16

16

2

3

2.5

2

2

4.800.000

5.950.000

6.000.000

6.500.000

5.200.000

03-04 28-29

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Hours Days StaffParticipantsSpv Mgr Sr Mgr Price

NEW

NEW

1.500.0002.100.0001.500.0001.800.0002.100.0001.500.0001.200.0002.200.0002.100.0001.200.0002.000.0001.800.0001.800.0001.600.0001.800.0001.600.0001.500.0001.200.0001.500.0001.800.0001.800.0001.800.0001.800.0001.500.0001.800.000

SERTIFIKASI NASIONAL INDONESIAHours Days Price (IDR)JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Ujian LSP

402640402845242424202-3

5.875.0007.000.000

11.000.00010.500.000

9.500.00010.000.000

9.500.0009.500.0009.500.0008.000.0002.500.000

546546333

2.51

01. Pengadaan Barang/Jasa Pemerintah02. Certified Risk Management Officer (CRMO)03. Certified Risk Management Professional (CRMP)04. Manajer SDM05. New Product Development Manager06. Corporate Forensic Auditor07. Supply Chain Manager08. Warehouse Manager09. Logistic Manager10. Logistic Supervisor

25 Feb - 01 Mar

27-29 Mar, 13 Apr 30 Oct - 01, 16 Nov31 Jul - 02, 24 Aug

21-23 Aug, 07 Sep

22-26 Jul, 03 Aug

22-2612-15

11-16

13-15,30 11-13,28

20-2320-23 18-2102-07

18-22,30 16-20,28

14-16,31

04-08,16

06-08,23

21-2623-26

22-27

10-12,27

23-26 15-18 16-1915-19 23-27 02-06

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Price (IDR)

01. Practical Problem Solving02. Creative Thinking Technique03. Effective Business Communication04. Business Presentation Skills05. Manajemen SDM06. Menyusun Struktur & Skala Gaji07. Menyusun Uraian Pekerjaan08. Company Strategic Planning09. Value Chain Analysis10. Business Model Canvas11. Risk Management12. Finon 1 : Memahami Laporan Keuangan13. Finon 2 : Profit Planning & Capital Budgeting14. Manajemen Pergudangan15. Manajemen Proyek16. Manajemen Sediaan17. Praktis Menyusun SOP18. Gemba Kaizen + Sikap Kerja 5S19. Salesmanship20. Negotiation Skill for Business21. Sales Management22. Service Excellence23. Leader as A Coach24. Meningkatkan Efektivitas Fungsi Supervisor25. High Performance Leadership

01 - 26

01 - 26

01 - 26

01 - 26

01 - 26

01 - 26

04 - 29

04 - 29

04 - 29

04 - 2904 - 29 01 - 26

01 - 26

01 - 2601 - 26

05 - 3002 - 27

02 - 27

02 - 27

02 - 27

02 - 27

02 - 27

04 - 2904 - 29

05 - 30

05 - 30

05 - 30

05 - 30

05 - 30

05 - 3004 - 29

04 - 29

04 - 29

04 - 29

04 - 29

18 Feb - 15 Mar

18 Feb - 15 Mar

18 Feb - 15 Mar18 Feb - 15 Mar

04 Feb - 01 Mar

04 Feb - 01 Mar

04 Feb - 01 Mar04 Feb - 01 Mar

04 Feb - 01 Mar

18 Mar - 12 Apr

18 Mar - 12 Apr

19 Aug - 13 Sep

19 Aug - 13 Sep

19 Aug - 13 Sep

29 Apr - 24 May

29 Apr - 24 May

29 Apr - 24 May

08 Apr - 03 May

08 Apr - 03 May

08 Apr - 03 May08 Apr - 03 May

08 Apr - 03 May

08 Apr - 03 May

15 Jul - 09 Aug

15 Jul - 09 Aug

15 Jul - 09 Aug

14 Oct - 08 Nov

14 Oct - 08 Nov

14 Oct - 08 Nov

14 Oct - 08 Nov

17 Jun - 12 Jul

17 Jun - 12 Jul

17 Jun - 12 Jul

15 Jul - 09 Aug

15 Jul - 09 Aug

15 Jul - 09 Aug

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

18 Nov - 13 Dec18 Nov - 13 Dec

18 Nov - 13 Dec

18 Nov - 13 Dec18 Nov - 13 Dec

18 Nov - 13 Dec

30 Sep - 25 Oct

30 Sep - 25 Oct

30 Sep - 25 Oct

30 Sep - 25 Oct

16 Sep - 11 Oct

16 Sep - 11 Oct

PERSONALEFFECTIVENESS

HUMANRESOURCESMANAGEMENT

STRATEGICMANAGEMENT

FINANCIALMANAGEMENT

OPERATIONMANAGEMENT

MARKETINGMANAGEMENT

MANAGINGOTHERS

ONLINE TRAINING

02 - 2730 Sep - 25 Oct

18 Mar - 12 Apr04 Feb - 01 Mar

29 Apr - 24 May18 Mar - 12 Apr

29 Apr - 24 May18 Mar - 12 Apr

16 Sep - 11 Oct19 Aug - 13 Sep

16 Sep - 11 Oct19 Aug - 13 Sep

16 Sep - 11 Oct19 Aug - 13 Sep

15 Jul - 09 Aug17 Jun - 12 Jul

30 Sep - 25 Oct19 Aug - 13 Sep

14 Oct - 08 Nov16 Sep - 11 Oct

14 Oct - 08 Nov16 Sep - 11 Oct

18 Nov - 13 Dec14 Oct - 08 Nov

14 Oct - 08 Nov16 Sep - 11 Oct 18 Nov - 13 Dec

01 - 2617 Jun - 12 Jul

01 - 2617 Jun - 12 Jul

Nama Pelatihan

Tanggal Pukul :

Biaya

Nama Perusahaan

Alamat Surat

No. Telp. Persh Fax Persh :

Contact Person Telp / HP

Email Jabatan

Bidang Usaha

No. Email HP L/P

1

2

3

4

5

Formulir Pendaftaran Program Pengembangan Eksekutif 2019 PPM Manajemen | www.PelatihanManajemen.Com

BagianNama Peserta Jabatan

5

Bagian Pelayanan Pelanggan: Pembayaran dilakukan secara transfer ke:

BANK MANDIRI

Telp : (021) 8798-4777 Cabang Thamrin

Fax : (021) 8799-1059 No. Rek. : 1 0 3 - 0 0 8 5 2 8 8 5 8 - 3Mobile : 0815 5995 6195 a/n: Yayasan Pendidikan & Pembinaan Manajemen

E-mail : support@manajemenforum.comWebsite : www.pelatihanmanajemen.com BANK CENTRAL ASIA

Cabang Kwitang

No. Rek. : 6 8 6 0 1 3 8 5 5 5a/n: Yayasan Pendidikan & Pembinaan Manajemen

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Tanggal Pembayaran :……………………………………..Transfer melalui Bank : ……………………………………

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PERHATIAN - KETENTUAN PEMBATALAN !

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Bersama ini kami konfirmasikan pendaftaran nama tersebut diatas dan kami menyetujui semua ketentuan yang berlaku.

• Denda sebesar Rp 500.000,- (lima ratus ribu rupiah) untuk pembatalan yang dilakukan 2 (dua) hari kerja sebelum tanggal

penyelenggaraan.

• Denda sebesar 50% dari biaya program untuk pembatalan yang dilakukan 1 (satu) hari kerja sebelum tanggal penyelenggaraan.

• Denda sebesar 100% dari biaya program untuk pembatalan yang dilakukan pada tanggal penyelenggaraan.

• Seluruh biaya yang telah diterima akan dikembalikan apabila pembatalan dilakukan oleh PPM Manajemen

PEMBAYARAN

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INFORMASI PENDAFTARAN

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Forum Kajian Manajemen (FKM) PPM/2010