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Task Environment
Analysis of Five Porter Power consists of the threat of substitute products, new
entrants, suppliers, buyers and industry competitors. In this picture the analysis of
five power porter at PT XL Axiata:
telecommunications services. Therefore, PT. XL Axiata must constantly innovate and improve
service to the customers so as not to lose the competition business.
C. Bargaining Power of Suppliers
PT. XL Axiata has suppliers from the distributor of packaging, cards, IT Provides, and music
labels and items - other items that are needed in the provision of mobile telecommunications
services.
D. Threat of subtitute Product
The substitution product from the competitors like mobile-8 (FREN), Bakrie Telecom(esia) and
TELKOM (Flexi)
500-seat, Best Use of Technology of the Year, and CRM Manager of the Year for Customer
Service Manager XL - Rudy Azhary Dalimunthe. Awards received in Hong Kong last weekend.
This year Customer Relationship Excellence Awards enters its 10th year and is followed by
professionals and companies in the field of customer services. In the Asia Pacific competition,
the XL competes with dozens of companies from other countries and various industries in Asia
Pacific such as China Mobile, SmarTone, CSL, QNet Ltd, SAP, DHL Express, Fedex, and others.
Assessment is done by using the world-class quality standards, namely the methodology CSQS
(Customer Service Quality Standard) released by APCSC and the University of Hong Kong. The
process through several stages of rigorous and comprehensive assessment as Self Assessment,
Business Case Presentation, Mystery Calls / Visit, CSQS On-Site Audit & Assessment and
certification must pass the CCSM (Certificate in Customer Service Management).
XL again won public recognition. This time XL managed to get a Top Brand Award 2014 for the
category of products XL Postpaid (Post Paid Cellular Simcard) and XL Prepaid (Cellular Prepaid
Simcard) Marketing Magazine held together with Frontier Consulting Group. This award is
given in appreciation of the efforts XL maintain customer confidence in building the Top of
Mind Share, Top of the Market Share and Top of Commitment Share. Awards received directly
by Tommy Wattimena, senior VP- Segment Management XL and Turina Farouk, VP Corporate
Communication XL at Hotel Mulia, Jakarta (7/2).
http://www.xl.co.id/corporate/id/ruang-media/nasional/customer-service-xl-raih-penghargaaninternasional
http://www.xl.co.id/corporate/id/ruang-media/nasional/xl-raih-2-penghargaan-top-brand-award2014
Porter, M.E., Competitive strategy : Techniques for analyzing industries and competitors, The
Free Press, 1980.
Dirgantoro, Crown , Manajemen Stratejik, Grasindo, Jakarta 2001
Jay B. Barney, William S. Hesterly, Strategic management and Competitive Advantage, Pearson
Prentice hall, New York, 2010