Seri Pelatihan 2023

Proposal
Building Highly
Customer
Effective
Service&
Comunication
Excellence
ServQual
For SAMUDERA INDONESIA
RS. NABASA Pontianak
Prepared by
S. Marihot Hutahayan (Ir., Drs. Psi., Psikolog, M. Psi.)
6 Juni 2018

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BUILDING HIGHLY EFFECTIVE
COMUNICATION & SERVQUAL
Sasaran Pembelajaran :
Untuk menumbuhkembangkan kompetensi Highly Effective Communication dan ServQual
bagi para Ujung Tombak Pelayanan RS Nabasa Pontianak , melalui upaya:

• Memahami konsep, prinsip dan paradigma baru services di era customer centric company,
4.0C.
• Lebih dimampukan meningkatkan efektivitas komunikasi dan sinergi melalui
pendalaman Tipologi KGHP.
• Memahami dan dimampukan menerapkan ServQual SMILE di dalam melayani dan
menangani pelanggan dengan lebih efektif.
• Merencanakan tindak lanjut untuk training ini di tempat kerja.

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Customer “Proses pembelajaran
para Marketers harus
sama atau lebih tinggi
daripada tingkat
pembelajaran pesaing

Service Excellence
terbaik di luar
perusahaan.”

Strategy (20%)

ie!: Bu Ser
o r D vices of C sines vice =
nge Ser ust s : U
Cha ra in ss o r
Exc mer S gency
CE ine
4.0 Bus elle erv
nce ice

Building
Building Highly
Highly
Effective
Effective
ServQua
SMILE

KGHP T of
ype
w
Comunication
Comunication &&

Overvie
l

ServQual
ServQual
M

R
an

Me ATER
%)
a

nta : B ing 0
ge

lity asic Build 3

: e(
m

of s Typ e
Ser of KGHP Effective ns
en

am
vic Fr
t(

atio
es ninic
50

m u
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%)

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Building Highly Effective “Proses pembelajaran
para Marketers harus
sama atau lebih tinggi
daripada tingkat

Comunication & ServQual pembelajaran pesaing

terbaik di luar
perusahaan.”

RUNDOWN :
TIME Sabtu, 30 September 2023
10.00 – 12.00 • PEMBUKAAN & Icebreaking
• Change or Die!: Urgency of ServQual
• Type KGHP: Highly Effective Communication
12.00 – 13.00 ISHOMA

13.00– 15.00 • RATER Principles : Internal & External ServQual

• SMILE ServQual in 4.0C Era
• Summary Action Plan + Closing

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 CONSULTANT PROFILE
CONSULTANT PROFILE
CONSULTANT PROFILE

WINMARK 2020 ASSOCIATION

Marketing – People – Management Consultant
winmark@rad.net.id
021 22869413 – 0816753958
Pondok Kelapa Indah Blok B1 / No 8
Jakarta Timur 13450

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 Who We Are

WinMark2020 Consulting
22 years of consulting journey

2002 2003-2007 2008 2012 2014 2016 2022/23

 Initiate & build  Develop  Facilitate  Handle more  Writing First  Handle more  Expand
Business Facilitators & Consultant than 450 Clients Book : than 700 WinMark2020
Transformation Consultant Activities “Revolusi Clients Consulting with
Consultant Team  Develop Mental” a new vision
 Start Business Consulting  Develop Own
 Start facilitating Transformation networks Business  Writing 2nd
training, Projects Transformation Book : 8 Pilar
Name of the presenter
seminar &
workshop  Serving more
Models Transformasi
Bisnis
than 300 clients

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 WinMark2020 Consulting

• WinMark2020 Consulting will be your

strategic partner in transformation of your
organization and people

• We assist our clients to build organization

and people capabilities.

• Business Transformation Project

• Sales & Marketing Program
Name of the &presenter
• Leadership Followership Development Program
• Human Capital Management
• Creating High Performance Organization
• Managing Change and Innovation
• Transformation of your HC function

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 Our Services

Customized Training Assessment Center

Consulting • Industry-focus
• Industry- focus • Customized by industry • Experiences
• Develop talent; • Role play • Cultural fit
organization • Interactive • Understand your
• Implementation • Case study organization
• Making change happen • Hybrid from best practice • Matching
• Understanding your and study competencies,
culture and organization • Indoor & outdoor experiences, traits
with position

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 Misi dan Visi 2030
MISI :
WinMark 2000 Association berkomitmen
sepenuh hati memfasilitasi proses
transformasi diri dan organisasi untuk
mewujudkan visinya melalui pengembangan
kompetensi, kultur dan motivasi.

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 Misi dan Visi 2030
VISI 2030 :
Menjadi salah satu konsultan transformasi terbaik di
Indonesia dengan konsep yang holistik, dinamik dan
implementatif sebagai Solution Provider, dalam bidang
:
• Transformasi Bisnis
• Strategic Management
(Measurement Management System)
• Leadership & Management
• Telent Management
(People Development)
• Marketing, Selling, dan Customer Relationship
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 Kerangka kerja
CHANGES

STRATEGY

PROCESS PEOPLE

SERVICE

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 Diferensiasi
Memfasilitasi secara lebih mendalam, membumi, dan menyeluruh
dengan keunikan pendekatan :

• HELICOPTER VIEW
system thinking - integrated approach
global and domestic issues
practice and conceptual

• POST ACTION LEARNING

action planning - review and monitoring

• MULTIAPPROACH BASED
workshop - inbound or outbound
fun and informal situation

• BUSINESS PROJECT BASED

on line with business improvement
and business development

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 Layanan 2023
CHANGES
MARKETING – SALES - SERVICE :
• Strategic Marketing
• Power Up 9 Element of Marketing
• Basic Selling Workshop
• Intermediate Selling Workshop
• Advanced Selling Workshop
PROCESS MARKETING PEOPLE Build Highly Effective Leader and Team
• Customer Center Selling
• Partnering Selling Workshop
• Competitive Marketing
• Customer Relationship Management
• Professional Debt Collection Workshop
• Customer Care Workshop
• Professional Telecollection Training
• Professional Surveyor Training
• Professional Teleselling
• Professional Negotiation Skill
• Major Account Development
• Marketing Experiential Workshop
• Sales Force Management
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MANAGEMENT – LEADERSHIP – HRM:
STRATEGY
• Strategic Management Project
• Business Transformation Project
• Visioning Workshop
•
• Changes Management
SELLING • Change or Die!
• Man Management
• Supervisory Management
SERVICE • Supervisory Management Development Program
• Junior Management Development Program
• Middle Management Development Program
• HR For Line Management
CUSTOMER • Building Highly Motivation People
• Effective Presentation Skills
• Effective Negotiation Skills
• Effective Team Building
• Personal Development Training
 Name : S. Marihot Hutahayan, Ir. Psikolog. M.Psi.
Place/Date of Birth : D. Sanggul, 31st July, 1963
Address : Pondok Kelapa Indah Blok B1 No 8 Jakarta Timur
Telephone : 087889474644 & 0816753958
E mail : winmark2020@yahoo.com

EDUCATION
Industrial & Organization Psychology, UNPAD, Bandung
Civil Engineering Department, UNPAR, Bandung

WORKING EXPERIENCES
2002 - 2005 : Director FLB Jakarta
2001 - 2002 : DCE, Marketing Division PT Sumalindo Lestari Jaya, Tbk
1999 - 2001 : Senior Consultant, Marketing - Selling - Service - HR/Leadership for AMDI
1997 - 1999 : Head, Strategic Marketing PT United Tractors
1995 – Now : Facilitator and Partner , MarkPlusnCo, Arbey Indonesia, Peoplesight, Insan Performa,
HR Excellency, and AGS Consulting
1995 – Now : Lecture, Fakultas Psikologi ATMAJAYA, Jakarta
1995 – Now : Lead Service Officer, WinMark 2020 Association, Jakarta
1991 - 1997 : Staff - Manager, HRD Department PT United Tractors

Semenjak tahun 1995 telah memfasilitasi sekitar 700 perusahaan dengan sekitar 500.000 orang mulai dari Staff, Officer, Security, Mechanics, Driver,
Teller, CSO, Telemarketer, Service Advisor, Front liner, Back Office Officer, Salesman, Foreman, Supervisor, Superintendent, Middle Management,
General Management, hingga Top Management di banyak perusahaan. Diantaranya : Astra International, PAMA, Wisel, Kasana, Sidomuncul, Adira
Insurance, Bank Internasional Indonesia, BTEL, TELKOMSEL, kiSEL, TELKOM, INDOSAT, Mobile-8, Excelcomindo, TRAC, Unilever, Indomobil, Hyundai,
Sucofindo, Manulife, United Tractors, Traktor Nusantara, ASKI, Peugeot, BMW, AHM, Kayaba, AOP, Itochu Corporation, Toyota Astra Finance, Bhakti
Finance, Auto 2000, Unilever, AAM, Manulife, Tokyo Marine, Sarijaya Securities, Digital Media Technology, KPN Group, Wilmar Plantation Group,
Sophie Martin, SATP Novartis, Indologistics, LG, EPSON, Hexindo, Suzuki, Philips, Bahana Securities, Nissan Motor Indonesia,SMK Strada, dll.

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Transforming Vision To Action
 TRAINING & DEVELOPMENT
Advanced General Management Workshop, Walter J. McDonald, CMC, The McDONALD GROUP, INC.
Sister Bay, WI, Jakarta Man Management Astra, Astra Management Development Insitute (AMDI), Jakarta,
Marketing Manager Development Program, Asian Institute of Management , Manila in corporation with
Astra Management Development Institute, Jakarta, Astra Middle Management Program, Prasetya Mulia,
Jakarta in corporation with Astra Management Development Institute, Jakarta, Product Manager Strategic
Workshop, Mark Plus 2000, Jakarta, MBTI Accreditation Program, Personnel Decision Inc., Singapura,
PROFILLOR Accreditation Program, Personnel Decision Inc., Singapura,

Psychology Diagnostic Accreditation Program, Biro Pisikologi PERSONA, Bandung, Building Profesional
Leader, Astra Management Development Insitute (AMDI), Jakarta, HRD Management Program for
Executives and Line Managers, Interface Management International, Pittsburgh, Pensylvania, U.S.A. in
corporation with PT Muladaya Adipratama, Jakarta, How To Improve Consulting of Professional Staff,
Interface Management International, Pittsburgh, Pensylvania, U.S.A. in corporation with PT Muladaya
Adipratama, Jakarta, Strategic Marketing Wokshop, Mark Plus 2000, Jakarta, UT Value Selling Workshop,
Mark Plus 2000, Jakarta, Niche Marketing Conference, PT. Piranti Bisnis in association with AIC
Conferences, Jakarta, Seven Habit, Highly Effective People, DUNAMIS, Jakarta, BELBIN TEAM-ROLES &
INTERPLACE Accreditation Program, Belbin Australia Pty Ltd, Jakarta, Reengineering HRD, PQM, Jakarta,
Manufacturing Supervisory Training Program, Nissan Diesel Motor Co. Ltd., Japan, Gunma Plant, Tokyo
(3 Months), HAI System : Job Analisys, AETC, Jakarta, Assessment Center Concept and Implementation,
PQM, Jakarta.

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Transforming Vision To Action
 WORKING EXPERIENCES
2002 – 2005 : Director, Future Leader Bridging, LSM YAPENSA, Jakarta
2001 - 2002 : Deputy Chief Executive , Marketing Division PT Sumalindo Lestari Jaya, Tbk
2000 - Now : Facilitator and Partner, Arrbey Indonesia, AGS Consulting, HR
Excellency and Insan Performa
1999 - 2001 : Senior Consultant, Marketing - Selling - Service – HR/Leadership for AMDI,
PT Astra International, Tbk
- Project Manager, Strategic Marketing Project, Customer Care Project,
Automotive Selling Skills Development
- Project (TRAC, BMW, AG, AAB Corporate Line, BBI, HSO)
- Facilitator, Value Selling Workshop, Basic Selling Workshop, Relationship
Selling Workshop, Customer Service, Customer Relationship Management,
Service Chain
1997 - 1999 : Head, Strategic Marketing Division PT United Tractors, Tbk
- Facilitator, Changes Management Project
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- Coordinator, Building Ownership for Strategic Marketing
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Transforming Vision To Action
 - Leader, Building Mining Industry Organization, PT United Tractors, Tbk
- Facilitator , Value Selling Workshop, PT United Tractors, Tbk
- Facilitator, Business Transformation Project, PT United Tractors, Tbk
- Coordinator, Branch Improvement Project, PT United Tractors, Tbk
1991 - 1994 : HRD Staff, Section Head, Asst Manager, PT United Tractors, Tbk
- Staff, Recruitment & Selection Team, 1991
- Staff, Reward/Remuneration & Appraisal System,
- United Tractors Salesman Development Program Project
1991/1992 - Section Head, Employee Development Section,
- Member, Information Technology Planning Project, AHI Group & Andersen Consulting,
- Coordinator, After Sales Service Project, AHI Group
- Assistant Manager, Organization Development
1988 - 1991 : Recruitment & Selection Assistant Biro Psikologi Persona, Bandung Lembaga Psikologi
Terapan Fakultas Psikologi, Industrial & Organization Psychology , UNPAD, Bandung.

CORE COMPETENCIES
• Strategic Management
• Strategic Marketing
• Salesmanship Skills
• Visioning and Policy Deployment
• Collection Management
• Marketing Management
• HRM Strategic Alignment
• Leadership & Motivational Skill

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Transforming Vision To Action
 Our Clients

01. Financial Business :

Bank Indonesia, OJK, Citi Financial, BII - Maybank, Bank Mandiri, BCA, BCA Finance,
Bank Niaga, ANJ Finance, Adira Finance, Adira Insurance, Bank Wori Saudara, Bank Danamon,
Toyota Astra Finance, Tokyo Marine, Itochu Corporation, Asuransi Astra Buana, Manulife
Financial, Astra Credit Company, FIF, Jiwasraya, Bahana Sekuritas, BCA Finance, Mashill
International Finance, dll.
02. Heavy Equipment Business :
Traktor Nusantara, United Tractors, Wisel, Kasana, Hexindo Adiperkasa, Komatsu Indonesia,
UTE, PDP, Bina Pertiwi, Probesco, TCM, dll.
03. Automotive Business :
Astra International, Indomobil, Mitsubishi, Hyundai, Auto 2000, BMW Indonesia, Peugeot, Astra
Nissan Diesel Indonesia, Suzuki, Nissan Motor Indonesia, Kayaba Indonesia, GS, Astra Honda
Motor, Federal Motor, Astra Otoparts, ASKI, Toyota Astra Motor, TRAC, ASSA Reant, FSCM, dll.
04. Natural Resources Business :
Wilmar Group, PAMA Persada Nusantara, Ricobana Group,elma, Astra Agro Lestari, Bukit
Name of the presenter
Makmur (BUMA), Sumalindo, Semen Holcim, Semen Merah Putih (Cemindo), dll.
05. Services and Others Business :
Sierad Produce, Biotek Indonesia, BelFoods Indonesia, Darya-Varia, Prambanan Kencana,
Zeelandia, Indologistics, Klinik Mata Nusantara, Klinik Diabetes Indonesia, ANJ Corporate,
Sophie Martin, LG, Unilever, AAM, Kalbefood, ADS, Excelcomindo, BakrieTelecom,
TELKOMSEL, INDOSAT, TELKOM, kiSEL, Anta Tour, Indotravel, Artha Utama, Philips, DMT,
Novartis, Sucofindo, Sanghiang Perkasa, Dirgantara Indonesia, KAI, dll

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 Contact Details

S. Marihot Hutahayan (Ir., Drs. Psi., Psikolog, M. Psi.)

0816753958 or 087889474644

winmark2020@yahoo.com

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