PARTNER: PT PLN (PERSERO) PUSHARLIS
INDUSTRY: Electricity Services
OBJECTIVE: To evaluate the effectiveness of the company’s TJSL program in providing a positive impact on the
surrounding community and increasing customer satisfaction.
CHALLENGES:
The basis for measuring the community satisfaction index is the international standard ISO 26000:2010 on guidelines for organizations in social responsibility. This standard provides guidance for companies in integrating corporate social responsibility into their policies, practices, and operational procedures, as well as creating positive impacts on the community and surrounding environment. Although it does not specifically address community or customer satisfaction measurement, this measurement can benefit organizations in their efforts to fulfill their social responsibility obligations.
SOLUTION:
Based on the results of the questionnaire survey, respondents generally expressed high satisfaction with the social and environmental responsibility program, with a score of 89.09 (Very Satisfied).
The highest sources of satisfaction are the Requirements dimension (94.54) and the Impact & Benefits dimension (94.54), followed by the Product Specification Service Type dimension (92.72) then the Competency of Implementers dimension (90.90), followed by the Completion Time dimension (87.27). With a score of 86.36, respondents felt that PT PLN (Persero) Pusharlis, through the TJSL Program in collaboration with CV MGTI, provided value to the Infrastructure dimension. In the assessment of the System Mechanism & Procedures dimension, respondents also gave a score of 81.81.Respondents rated the dimension of Complaint Handling, Suggestions & Feedback as the lowest source ofsatisfaction with the same score of 74.54 (Less Satisfied). However, the ratings for all these indicators still fall within the Very Satisfied range (81-100) for the overall assessment.
IMPACT:
Overall, CV MGTI is highly satisfied with the performance of the social responsibility program implemented by PT PLN (Persero) Pusharlis through the TJSL Employee Training and Certification Program for CV MGTI employees. The measurements conducted across eight satisfaction dimensions reveal the following: The level of public satisfaction with PT PLN (Persero) Pusharlis’ performance through the TJSL Employee Training Certification Training Program for CV MGTI employees is very high across all dimensions measured, with respondents giving scores for Requirements (94.54), Impact & Benefits (94.54), Product Specifications & Service Types (92.72), Implementer Competency (90.90), and Completion Time (87.27). Facilities & Infrastructure (86.36), System Mechanisms & Procedures (81.81), and Complaint Handling, Suggestions & Feedback 74.54 (Dissatisfied). The commitment, competence, and synergy of PT PLN (Persero) Pusharlis’ corporate social responsibility program with the TJSL Training Program for CV MGTI employees are the main strengths of PT PLN (Persero) Pusharlis’ TJSL performance. This is evident from the significant support for the program’s existence and CV MGTI’s willingness to participate. This support also demonstrates the positive reputation and trust of the community/company in the TJSL program and the company’s overall performance.
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