Page 53 - KRA Annual Report 2020

KRA ANNUAL REPORT Company
2020 Improvement
Activities

2.2 REMOVE & INSTALLATION (R&I) TRAINING

KRA has commitment to always provide the best
services and supports to customers. To maintain
product quality after KRA’s component installed on
customer’s machine and prevent the potential of miss-
installation, KRA providing Remove & Installation (R & I)
Training to customers and distributors.

Previously, the R & I Training were held on site. Some
of KRA’s person from LID Department and Quality R & I Training for customer & distributor
Department go to sites according to specified schedule.
Due to global Covid-19 pandemic, the policy for
providing training was changed using the online system
(web conferences). In 2021, KRA have plan to conduct
R & I Training for 6 sites and currently still implemented
on Adaro site (Adaro Wara & Adaro Tanjung) with
participants from PT United Tractors Adaro site, PT
Pama Persada Nusantara (PAMA), PT Sapta Indra
Sejati (SIS) and PT Bukit Makmur Mandiri (BUMA).
R & I Training for customer & distributor

2.3 QUALITY CUSTOMER SURVEY (QCS)

To assess and improve product quality & product support from
KRA to customers, KRA conduct Quality Customer Survey
(QCS) to gain customer’s and distributor’s opinion related
KRA’s quality and support.
Purpose of the survey are :
· To measure KRA value based on Customer’s opinion.
· To gain Customer’s opinion for best and worst KRA
product Quality aspect.
· To measure Customer’s priority expectation from KRA.
· To collect KRA’s strength & weakness in customer point of
view.
· To make a Strategic Partnership based on customer
expectation

Quality Customer Survey (QCS) was held since October 27th,
Online form of Quality Customer Survey (QCS)
2020 until November 23th, 2020. Total question on the survey
is 38 questions for End Customer and 35 questions for
Distributor (UT & KMSI).
5 Point to be Survey :
· Quality & Performance
· After Sales Services
· General Issues
Online form of Quality Customer Survey (QCS)
· Product Reliability
· Reason for Using KRA Product

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