CHAPTER IV

ORGANIZATION AND MANAGEMENT ASPECTS

4.1.

Practicum Goals

1. Students able to design a job description for each position in the company.
2. Students be able to design the company's organizational structure based design
method is a systematic organization, with a more detailed discussion on the
production floor level organizational unit.
3. Students be able to know the human resource management
4. Students be able to perform design analysis work
5. Students know the legal aspects and environmental aspects
4.2 Organizational Structure
a) Chocolate Monggo company as a producer of the finest Indonesian chocolate
located in Yogyakarta that become one of culinary for tourism destination both
domestic and international. Monggo companys had apply Accumulate
organizational structure to their company. Monggo company have several
department that coordinate by their director. Decision made by the director,
because those department not coordinate with each other but they have to
coordinate with the director. The director will accumulate the information from
those departments.

Figure 1. kind of dependence

b) Organizational Elements
Chocolate Monggo Company have seven elements to do their work so the
company can achieve their objective, there are seven elements shown below:
No

Element

Human

Position

Objectives

Employment

The

Description
company

organized by human
Each worker have own
job position.
To represent chocolate
monggo as Indonesian
traditional

chocolate

with 100% cacao

Employment
always
work in work time.
The Structure of
Chocolate

Structure

is

Company

the

Monggo
is

seen

in

figure 2 below of this

6

Technology

table
The technology

only

No

Element

Description
molding
machine,
freezer,

and

cooking

machine.
The environment of the
7

Environment

company is Kotagede,
Yogyakarta

Table 1. Chocolate Monggo Company Elements

c) Organizational Structure
This company structured by 2 General Manager that each of general
manager is handle their job, Production and Administration. Department of
Production have 3 division, there are Quality Control division, Chef division,
Mechanical division. And then in administration department have 4 division,
there are HRD (Human Resource and Development) division, Public Relation
division, Marketing division, and Finance and Accounting division. There is
organizational structure of Chocolate Monggo Company shown below:

Figure 2. Chocolate Monggo Company Organizational Structure

4.3. Organizational Classification

In the Chocolate Monggo Company, organizational classification is simple
Structure, because Chocolate Monggo Company is new company (establish 2006)
and in each department in Chocolate Monggo Company dont have many job desk.
The Strategic Apex
This section will be General Manager of Chocolate Monggo
Company because they are has responsibility to take control for the overall
running that happen in Chocolate Monggo Company.
Middle Line
This section will be all head of each division, because they have a
job to be mediator between Strategic Apex and Operating Core
performance.

Operating Cores
This section will be the employees for each department (general
employees) in Chocolate Monggo company. They have a jobs like
Input,Transform Input into Output, distribute and help smooth the output
of the input and transformation and output.

Technostructure
Consultant is the example of this section. This section may take a
workers from other partner of Chocolate Monggo company because
chocolate monggo do not have private consultant. This section tends to
support the company works.

Support Staff
This section almost same with technostructure but for Chocolate
Monggo company this section can found in internal workers such as
Security, Office Boy/Girl, Cleaning Service. This section tends to support
the departments and company works.

Figure 3. Organizational Classification Simple Structure

4.4. APQC

Table 2. The American Productivity and Quality Center of Museum Baharis

Classification

Process
Category

Process
Group

Process

Activity

1.0 Develop Vision and Strategy

(10002)
1.1 Define the business concept and long-term vision (10014)
1.1.1 Assess the external environment (10017)
1.1.1.1 Analyze and evaluate competition (10021)
1.1.1.2 Identify economic trends (10022)
1.1.1.3 Analyze demographics (10025)
1.1.1.4 Identify social and cultural changes (10026)
1.1.2 Survey market and determine customer needs and wants (10018)

1.1.2.1 Conduct qualitative/quantitative assessments

(10028)
1.1.2.2 Capture and assess customer needs (10029)
1.1.3 Perform internal analysis (10019)
1.1.3.1 Analyze organizational characteristics (10030)
1.1.3.4 Identify enterprise core competencies (10034)
1.2 Develop business strategy (10015)
1.2.1 Develop overall mission statement (10037)
1.2.1.1 Define current business (10044)
1.2.1.2 Formulate mission (10045)
1.2.1.3 Communicate mission (10046)
1.2.2 Evaluate strategic options to achieve the objectives (10038)
1.2.2.1 Define strategic options (10047)
1.2.2.2 Assess and analyze impact of each option
(10048)
1.2.2.3 Develop sustainability strategy (14189)
1.2.5.5 Design the relationships between organizational
units (10053)
1.3 Manage strategic initiatives (10016)
1.3.1 Develop strategic initiatives (10057)
1.3.2 Evaluate strategic initiatives (10058)
1.3.3 Select strategic initiatives (10059)

Proce
ss
Group

Process

Activity

2.0 Develop and Manage Products and Services (10003)

2.1 Manage product and service portfolio (10061)
2.1.1 Evaluate performance of existing products/services against market opportunities
(10063)
2.1.2 Define product/service development requirements (10064)
2.1.2.1 Identify potential improvements
to existing products and services
(10068)
2.1.2.2 Identify potential new products
and services (10069)
2.1.4 Confirm alignment of product/service concepts with business strategy (10066)
2.1.4.1 Plan and develop cost and
quality targets (10073)
2.1.4.2 Prioritize and select new
product/service concepts (10074)
2.1.4.4 Plan for product/service offering
modifications (10076)
2.1.5 Manage product and service life cycle (10067)
2.1.5.1 Introduce new products/services
(10077)
2.1.5.3 Identify and refine performance

indicators (10079)
2.2 Develop products and services (10062)
2.2.1 Design, build, and evaluate products and
services (10080)

2.2.2 Test market for new or revised products and

services (10081)
2.2.3 Prepare for production (10082)

Process
Category

Process
Group

Process

2.2.1.1 Assign resources to

product/service project (10083)
2.2.1.3 Develop product/service design
specifications (10085)
2.2.1.5 Conduct mandatory and
elective external reviews (legal,
regulatory, standards, internal) (10087)
2.2.1.7 Eliminate quality and reliability
problems (10089)
2.2.1.8 Conduct in-house
product/service testing and evaluate
feasibility (10090)
2.2.2.1 Prepare detailed market study
(10093)

Activity

3.0 Market and Sell Products and

Services (10004)
3.1 Understand markets, customers, and capabilities (10101)
3.1.1 Perform customer and market intelligence analysis (10106)
3.1.1.2 Identify market segments (10109)
3.1.1.3 Analyze market and industry trends (10110)
3.1.2 Evaluate and prioritize market opportunities (10107)
3.1.2.1 Quantify market opportunities (10116)
3.1.2.2 Determine target segments (10117)
3.2 Develop marketing strategy (10102)
3.2.1 Define offering and customer value proposition (11168)
3.2.1.1 Define offering and positioning (11169)
3.2.1.4 Develop new branding (11172)
3.2.2 Define pricing strategy to align to value proposition (10123)
3.2.2.2 Approve pricing strategies/policies (10125)
3.2.3 Define and manage channel strategy (10122)
3.3 Develop sales strategy (10103)
3.3.1 Develop sales forecast (10129)
3.3.1.2 Analyze sales trends and patterns (10135)
3.3.2 Develop sales partner/alliance relationships (10130)
3.3.5 Establish customer management measures (10133)
3.4 Develop and manage marketing plans (10104)
3.4.1 Establish goals, objectives, and metrics for products by
channels/segments (10148)

3.4.3 Develop and manage media (10150)

3.4.3.1 Define media objectives (10158)
3.4.3.3 Define target audience (10160)
3.4.4 Develop and manage pricing (10151)
3.4.4.1 Determine pricing based on volume/unit forecast
(10163)
3.4.4.2 Execute pricing plan (10164)
3.4.5 Develop and manage promotional activities (10152)
3.4.7 Develop and manage packaging strategy (10154)
3.5 Develop and manage sales plans (10105)
3.5.2 Manage customers and accounts (10183)
3.5.2.2 Manage customer relationships (11174)
3.5.4 Manage sales orders (10185)
3.5.5 Manage sales force (10186)
3.5.5.1 Determine sales resource allocation (10209)
3.5.6 Manage sales partners and alliances (10187)
3.5.6.1 Provide sales and product training to sales
partners/alliances (10211)

Process Category

Process Group

Process

Activity

4.0 Deliver Products and Services

(10005)
4.1 Plan for and acquire necessary resources (Supply Chain Planning) (10215)
4.1.1 Develop production and materials strategies (10221)
4.1.1.5 Define capacities (10233)
4.1.1.6 Define production network and supply constraints
(10234)
4.1.1.7 Define production process (14193)
4.1.2 Manage demand for products and services (10222)
4.1.2.5 Monitor activity against forecast and revise forecast
(10239)
4.1.3 Create materials plan (10223)
4.1.3.4 Monitor material specifications (10245)
4.1.3.5 Generate constrained plan (10246)
4.1.3.6 Define production balance and control (14196)
4.1.4 Create and manage master production schedule (10224)
4.1.5 Plan distribution requirements (10225)
4.1.5.3 Determine finished goods inventory requirements at
destination (10253)
4.1.5.10 Calculate destination load plans (10260)
4.1.9 Develop quality standards and procedures (10368)
4.1.9.1 Establish quality targets (10371)
4.1.9.2 Develop standard testing procedures (10372)
4.2 Procure materials and services (10216)
4.2.1 Develop sourcing strategies (10277)
4.2.1.4 Match needs to supply capabilities (10284)

4.2.1.6 Seek opportunities to improve efficiency and value

(10286)
4.3 Produce/Manufacture/Deliver product (10217)
4.3.1 Schedule production (10303)
4.3.1.2 Generate detailed schedule (10307)
4.3.2 Produce product (10304)
4.3.2.1 Manage raw material inventory (10310)
4.3.3 Schedule and perform maintenance (10305)
4.3.3.1 Determine process for preventive (planned)
maintenance (Preventive Maintenance Orders) (10315)
4.3.3.3 Execute maintenance (10317)
4.3.4 Perform quality testing (10369)
4.3.4.1 Perform testing using the standard testing
procedure (10374)
4.3.4.2 Record test results (10375)
4.4 Deliver service to customer (10218)
4.4.2 Identify and schedule resources to meet service requirements
(10321)
4.4.2.1 Create resourcing plan and schedule (10327)
4.4.4 Ensure quality of service (10323)
4.4.4.1 Identify completed orders for feedback (10334)
4.4.4.2 Identify incomplete orders and service failures
(10335)
4.5 Manage logistics and warehousing (10219)
4.5.1 Define logistics strategy (10338)
4.5.1.5 Optimize transportation schedules and costs
(10347)
4.5.1.6 Define key performance measures (10348)
4.5.4 Operate outbound transportation (10341)
4.5.4.1 Plan, transport, and deliver outbound product
(10360)

Process
Category

Process
Group

Process

Activity

5.0 Manage Customer Service (10006)

5.1 Develop customer care/customer service strategy (10378)
5.1.1 Develop customer service segmentation/prioritization (e.g., tiers)
(10381)
5.1.1.2 Analyze feedback of customer needs (10385)
5.2 Plan and manage customer service operations (10379)
5.2.2 Manage customer service requests/inquiries (10388)
5.2.2.1 Receive customer requests/inquiries (10394)
5.2.2.3 Respond to customer requests/inquiries (10396)
5.2.3 Manage customer complaints (10389)
5.2.3.1 Receive customer complaints (10397)
5.2.3.3 Resolve customer complaints (10399)

5.2.3.4 Respond to customer complaints (10400)

5.3 Measure and evaluate customer service operations (10380)
5.3.1 Measure customer satisfaction with customer requests/inquiries
handling (10401)
5.3.1.3 Analyze product and service satisfaction data and
identify improvement opportunities (10406)

5.3.1.4 Provide customer feedback to product management o

products and services (10407)
5.3.2 Measure customer satisfaction with customer-complaint handling and
resolution (10402)
5.3.2.1 Solicit customer feedback on complaint handling and
resolution (11236)
5.3.2.2 Analyze customer complaint data and identify
improvement opportunities (11237)
5.3.3 Measure customer satisfaction with products and services (10403)
5.3.3.3 Analyze product and service satisfaction data and
identify improvement opportunities (11240)

5.3.3.4 Provide customer feedback to product management o

products and services (11241)

4.5. Business activites grouping

Table 3. Business Activity Grouping in Chocolate Monggo Company

Occupation
No
1
2
3

Activity
1.0 Develop Vision and
Strategy (10002)
1.1 Define the business
concept and long-term
vision (10014)
1.1.1 Assess the external
environment (10017)

GM

Quality
control

HRD

Marketing

PR

XXOO
XXOO
XXOO

VV

1.1.1.2 Identify
economic trends (10022)

XXOO

1.1.1.3 Analyze
demographics (10025)
(10027)

XXOO

Occupation
No

6
7
8
9
10
11
12
13
14
15
16
17

Activity
1.1.2 Survey market and
determine customer
needs and wants (10018)
1.1.2.1 Conduct
qualitative/quantitative
assessments (10028)
1.1.2.2 Capture and
assess customer needs
(10029)
1.1.3.4 Analyze financial
positions (10033)
1.1.3 Perform internal
analysis (10019)
1.1.3.1 Analyze
organizational
characteristics (10030)
1.1.3.4 Identify
enterprise core
competencies (10034)
1.2 Develop business
strategy (10015
1.2.1.1 Define current
business (10044)
1.2.1.2 Formulate
mission (10045)
1.2.1.3 Communicate
mission (10046)
1.2.1 Develop overall
mission statement
(10037)

18

1.2.2 Evaluate strategic

options to achieve the
objectives (10038)

19

1.2.2.1 Define strategic

options (10047)

GM

Quality
control

HRD

Marketing

PR

XXOO

VV

XXOO
XXOO
XXOO
XXOO
XXOO
XXOO
XXOO

VV

XXOO

VV

XXOO

VV

XX
XXOO

OO
VV

XXOO

VV

XXOO

Occupation
No

Activity

GM

Quality
control

HRD

20

1.2.2.2 Assess and

analyze impact of each
option (10048)

VV

XXOO

21

1.2.2.3 Develop
sustainability strategy
(14189)

XXOO

VV

22

1.2.2.5 Design the

relationships
between
organizational units
(10053)

XXOO

VV

23

1.3 Manage strategic

initiatives (10016)

XXOO

VV

XXOO

VV

24
25
26
27
28
29

30
31
32

1.2.7 Formulate business

unit strategies (10043)
1.3 Manage strategic
initiatives (10016)
1.3.1 Develop strategic
initiatives (10057)
1.3.2 Evaluate
strategic initiatives
(10058)
1.3.3 Select strategic
initiatives (10059)
2.0 Develop and Manage
Products and Services
(10003)
2.0 Develop and Manage
Products and Services
(10003)
2.1 Manage product and
service portfolio (10061)
2.1.1 Evaluate
performance of
existing
products/services
against market

Marketing

XXOO
XXOO
XXOO
XXOO
XXOO

VV

XXOO
XX OO
XX OO

PR

Occupation
No

Activity

GM

Quality
control

VV

XXOO

VV

XXOO

HRD

Marketing

opportunities
(10063)

33

34

35

36

37

38

39

40

41

2.1.2.1 Identify potential

improvements to existing
products and services
(10068)
2.1.2.2 Identify potential
new products and
services (10069)
2.1.4 Confirm alignment
of product/service
concepts with business
strategy (10066)
2.1.4.1 Plan and develop
cost and quality targets
(10073)
2.1.4.2 Prioritize and
select new
product/service concepts
(10074)
2.1.4.4 Plan for
product/service
offering
modifications
(10076)
2.1.4 Confirm alignment
of product/service
concepts with business
strategy (10066)
2.1.4.1 Plan and develop
cost and quality targets
(10073)
2.1.4.2 Prioritize and
select new
product/service concepts
(10074)

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

VV

PR

Occupation
No

42

43

44

45

Activity
2.1.4.4 Plan for
product/service offering
modifications (10076)
2.1.5 Manage product
and service life cycle
(10067)
2.1.5.1 Introduce new
products/services
(10077)
2.1.5.3 Identify and
refine performance
indicators (10079)

GM

OO

47

2.2.1 Design, build, and

evaluate products and
services (10080)

XXOO

48

2.2.1.1 Assign resources

to product/service project
(10083)

51

52

53

XX

XXOO

XXOO

50

Marketing

XXOO

2.2 Develop products and

services (10062)

2.2.1.3 Develop
product/service design
specifications (10085)
2.2.1.5 Conduct
mandatory and elective
external reviews (legal,
regulatory, standards,
internal) (10087)
2.2.1.7 Eliminate quality
and reliability problems
(10089)
2.2.1.8 Conduct in-house
product/service testing
and evaluate feasibility
(10090)
2.2.2 Test market for new
or revised products and
services (10081)

HRD

XXOO

46

49

Quality
control

XXOO

VV

XXOO

XXOO

XXOO

XXOO

XXOO

PR

Occupation
No

Activity

GM

Quality
control

HRD

54

2.2.2.1 Prepare
detailed market
study (10093)

XXOO

55

2.2.3 Prepare for

production (10082)

XXOO

56

3.0 Market and Sell

Products and
Services (10004)

XXOO

57

3.2.1 Define offering and

customer value
proposition (11168)

XXOO

58

3.1 Understand markets,

customers, and
capabilities (10101)

XXOO

59

3.1.1 Perform customer

and market intelligence
analysis (10106)

XXOO

60

3.1.1.2 Identify market

segments (10109)

XXOO

61

62

3.1.1.3 Analyze market

and industry trends
(10110)
3.1.2 Evaluate and
prioritize market
opportunities
(10107)

XXOO

XXOO

63

3.1.2.1 Quantify market

opportunities (10116)

64

3.1.2.2 Determine target

segments (10117)

XXOO

65

3.2 Develop marketing

strategy (10102)

XXOO

XXOO

VV

Marketing

PR

Occupation
No

66

67

Activity
3.2.2.2 Approve pricing
strategies/policies
(10125)
3.2.1 Define
offering and
customer value
proposition (11168)

GM

Quality
control
XXOO

XXOO

68

3.2.1.1 Define offering

and positioning (11169)

XXOO

69

3.2.1.4 Develop new

branding (11172)

XXOO

70
71
72

3.2.3.3 Select channels

for target segments
(10128)
3.2.2 Define pricing
strategy to align to value
proposition (10123)
3.2.2.2 Approve pricing
strategies/policies
(10125)

XXOO
XXOO
XXOO

73

3.2.3 Define and manage

channel strategy (10122)

XXOO

74

3.3 Develop sales

strategy (10103)

XXOO

75

3.3.1 Develop sales

forecast (10129)

XXOO

76

3.3.1.2 Analyze sales

trends and patterns
(10135)

XXOO

77

78

3.3.2 Develop sales

partner/alliance
relationships (10130)
3.3.5 Establish customer
management measures
(10133)

XXOO

XXOO

HRD

Marketing

PR

Occupation
No
79

80

81
82
83
84
85

86

87

88

89

90

Activity
3.4 Develop and manage
marketing plans (10104)
3.4.1 Establish goals,
objectives, and metrics
for products by
channels/segments
(10148)
3.4.3 Develop and
manage media (10150)
3.4.3.1 Define media
objectives (10158)
3.4.3.3 Define target
audience (10160)
3.4.3.3 Define target
audience (10160)
3.4.4 Develop and
manage pricing (10151)
3.4.4.1 Determine
pricing based on
volume/unit forecast
(10163)
3.4.4.2 Execute pricing
plan (10164)
3.4.4 Develop and
manage pricing (10151)
3.4.5 Develop and
manage
promotional
activities (10152)
3.4.7 Develop and
manage packaging
strategy (10154)

91

3.5 Develop and manage

sales plans (10105

92

3.5.2 Manage customers

and accounts (10183)

GM

Quality
control

HRD

Marketing

PR

XXOO

XXOO

XXOO

VV

XXOO

VV

XXOO

VV
XXOO

XXOO

XXOO

VV

XXOO

VV

XXOO

VV

XXOO

XXOO

XXOO
XXOO

VV

Occupation
No

Activity

93

3.5.2.2 Manage customer

relationships (11174)

XXOO

94

3.5.4 Manage sales

orders (10185

XXOO

95

3.5.5 Manage sales

force (10186)

XXOO

96

3.5.5.1 Determine
sales resource
allocation (10209)

XXOO

97

98

99

10
0

10
1
10
2
10
3
10
4

3.5.6 Manage sales

partners and
alliances (10187)
3.5.6.1 Provide sales and
product training to sales
partners/alliances
(10211)
4.0 Deliver Products
and Services
(10005)
4.1 Plan for and
acquire necessary
resources (Supply
Chain Planning)
(10215)
4.1.1 Develop
production and
materials strategies
(10221)
4.1.1.5 Define
capacities (10233)
4.1.1.6 Define
production network
and supply
constraints (10234)
4.1.1.7 Define
production process
(14193)

GM

Quality
control

HRD

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

Marketing

PR

Occupation
No

10
5
10
6
10
7
10
8
10
9

Activity
4.1.2 Manage
demand for
products and
services (10222)
4.1.2.5 Monitor
activity against
forecast and revise
forecast (10239
4.1.3 Create
materials plan
(10223)
4.1.3.4 Monitor
material
specifications
(10245)
4.1.3.5 Generate
constrained plan
(10246)

4.1.3.6 Define
110 production balance
and control (14196

111

112

113

114

115

4.1.4 Create and

manage master
production schedule
(10224)
4.1.5 Plan
distribution
requirements
(10225)
4.1.5.3 Determine
finished goods inventory
requirements at
destination (10253)
4.1.5.10 Calculate
destination load
plans (10260)
4.1.9 Develop
quality standards
and procedures
(10368)

GM

Quality
control

HRD

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

Marketing

PR

Occupation
No

Activity

GM

4.1.9.1 Establish
116 quality targets
(10371)
4.1.9.2 Develop
117 standard testing
procedures (10372)
4.2 Procure
118 materials and
services (10216)

12
1
12
2
12
3
12
4
12
5
12
6
12
7

4.2.1.4 Match needs

to supply
capabilities (10284)
4.2.1.6 Seek
opportunities to
improve efficiency
and value (10286)
4.3
Produce/Manufactur
e/Deliver product
(10217)
4.3.1 Schedule
production (10303)
4.3.1.2 Generate
detailed schedule
(10307)

XXOO

XXOO

XXOO

XXOO

XXOO

OO

XX

XXOO
XXOO

4.3.2 Produce
product (10304)
4.3.2.1 Manage raw
material inventory
(10310)
4.3.3 Schedule and
perform
maintenance
(10305)

HRD

XXOO

4.2.1 Develop
119 sourcing strategies
(10277)
12
0

Quality
control

XXOO

XXOO

XXOO

Marketing

PR

Occupation
No

12
8

12
9
13
0
13
1
13
2
13
3

13
4
13
5
13
6

13
7
13
8

Activity
4.3.3.1 Determine
process for
preventive
(planned)
maintenance
(Preventive
Maintenance
Orders) (10315)
4.3.3.3 Execute
maintenance
(10317
4.3.4.1 Perform
testing using the
standard testing
procedure (10374)
4.3.4.2 Record test
results (10375)
4.4 Deliver service
to customer
(10218)
4.4.2 Identify and
schedule resources
to meet service
requirements
(10321)
4.4.2.1 Create
resourcing plan and
schedule (10327)
4.4.4 Ensure quality
of service (10323)
4.4.4.1 Identify
completed orders
for feedback
(10334)
4.4.4.2 Identify
incomplete orders
and service failures
(10335)
4.5 Manage logistics
and warehousing
(10219)

GM

Quality
control

HRD

XXOO

XXOO

XXOO

XXOO
XXOO

XXOO

VV

XXOO

VV

VV

XXOO

XXOO

XXOO

XXOO

Marketing

PR

Occupation
No
13
9
14
0
14
1
14
2
14
3
14
4

14
5

14
6

14
7
14
8

Activity
4.5.1 Define
logistics strategy
(10338)
4.5.1.5 Optimize
transportation
schedules and costs
(10347)
4.5.1.6 Define key
performance
measures (10348)
4.5.4 Operate
outbound
transportation
(10341)
4.5.4.1 Plan,
transport, and
deliver outbound
product (10360)
5.0 Manage
Customer Service
(10006)
5.1 Develop
customer
care/customer
service strategy
(10378)
5.1.1 Develop
customer service
segmentation/priorit
ization (e.g., tiers)
(10381)
5.1.1.2 Analyze
feedback of
customer needs
(10385)
5.2 Plan and
manage customer
service operations
(10379)

GM

Quality
control

HRD

Marketing

PR

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

VV

Occupation
No

14
9
15
0
15
1

15
2
15
3
15
4
15
5
15
6

15
7
15
8

Activity
5.2.2 Manage
customer service
requests/inquiries
(10388)
5.2.2.1 Receive
customer
requests/inquiries
(10394)
5.2.2.3 Respond to
customer
requests/inquiries
(10396)

GM

Quality
control

Marketing

PR

XXOO

XXOO

XXOO

5.2.3 Manage
customer
complaints (10389)
5.2.3.1 Receive
customer
complaints (10397)
5.2.3.3 Resolve
customer
complaints (10399)
5.2.3.4 Respond to
customer
complaints (10400)
5.3 Measure and
evaluate customer
service operations
(10380)
5.3.1 Measure
customer
satisfaction with
customer
requests/inquiries
handling (10401)
5.3.1.3 Analyze
product and service
satisfaction data
and identify
improvement
opportunities

HRD

XXOO

XXOO
XXOO

OO

OO

XX

XX

XXOO

XXOO

Occupation
No

Activity

GM

Quality
control

HRD

(10406)

15
9

16
0

16
1

16
2

16
3

16
4

16
5

5.3.1.4 Provide customer

feedback to product
management on products
and services (10407)
5.3.2 Measure
customer
satisfaction with
customer-complaint
handling and
resolution (10402)
5.3.2.1 Solicit
customer feedback
on complaint
handling and
resolution (11236)
5.3.2.2 Analyze
customer complaint
data and identify
improvement
opportunities
(11237)
5.3.3 Measure
customer
satisfaction with
products and
services (10403)
5.3.3.3 Analyze
product and service
satisfaction data
and identify
improvement
opportunities
(11240)
5.3.3.4 Provide
customer feedback
to product
management on
products and
services (11241)

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

XXOO

Marketing

PR

4.6. Duties and authority determination

General Manager
Duties:
1. Monitoring production and administration
2. Manage production and administration
3. Responsibility to production and administration

Production
Duties:
1. Give guidance to each division in production department
2. Monitoring to each division in production department
3. Responsibility to each division in production department
4. Making standard operation procedure (SOP)

Authority:
1. Production department have decision in all production division
2. Get salary

Quality Control
Duties:
1. Controlling production process
2. Controlling chocolate quality

Authority:
1. All decisions on the general manager
2. Get money

Authority:
1. Have standard quality
2. Get salary
3. get assurance

Chef
Duties:
1. Cooking chocolate
2. Development new product
3. Responsibility of taste of chocolate

Authority:
1. Get money
2. Looking for assistant chef

3. Get assurance

Mechanical
Duties:
1. Repair production machine
2. Responsibility of machine condition

Administration
Duties:
1. Monthly financial accounting
2. Calculating input out output

Authority:
1. Get salary
2. Get assurance

Authority:
1. Get salary
2. Get assurance

HRD
Duties:
1. Planning about training for worker
2. Evaluate how the worker work

Authority:
1. Get salary
2. Get assurance

Public Relation
Duties:
1. Handle the visitor
2. Explain about monggo to visitor that come to monggo
Authority:
1. Get salary
2. Get assurance

Marketing
Duties:
1. Handle about marketing
2. Looking for channel and partner
3. Monitoring distribution

Authority:
1. Get salary

2. Get assurance

Finance and Accounting

Duties:
1. Bookkeeping input and output
2. Arrange financial

Authority:
1. Get salary
2. Get assurance

4.7 Human Resources Procurement

Human Resource Planning

Human resource planning in Chocolate Monggo Company doing with firstly, do
monitoring the workers, then identification and evaluate what lack of workers and
what the workers need, and then try to fulfill what the workers need and held a
training about improving quality the worker so the worker can work better.

Recruitment Process
The recruitment of Chocolate Monggo Company are divided into two steps there
are the candidates submitting CV and do Interview with HRD.

Selection Workers
The HRD of Chocolate Monggo will do selection based on the two steps above,
there are based on the CV and the result of the candidates interviews. After the
candidates qualify the requirements, the candidates will do final interview with
the head of Chocolate Monggo and the head of HRD.

Placement Workers
The HRD will know the skills of those candidates from the results of the test.
HRD will qualified that the candidates what the division or kind of job that
appropriate for the canidates of workers. If the HRD failed to placed the
candidates, it will affect to the company soon, so HRD have to be more focus and
work hard with General Managers support to get good and appropriate workers.

4.8 Human Resources Development

Chocolate monggo company makes some program to develop skills and
knowledge for the workers, develop training about K3 (occupational, health and
safety), give the workers about computerizing skills like how to operate excel, adobe
photoshop, how to operate producing machine that used while producing chocolate.
Chocolate Monggo Company wants to always use handmade production, so the HRD
of Chocolate Company find the worker that has good skills and passion when they
works.
The head of company have a policy when they want to promote they worker to
get promotion sometimes. The HRD will selecting and qualifying the jobs and any

perspective that can be a requirements to promoted some workers in Chocolate

Monggo company. It is possible for every workers who did good job will promoted.
4.9 Compensation
a. Financial
About once a years, chocolate monggo company always held event outside
yogyakarta to appreciate the workers that have good work in one year.
b. Non Financial
Company give the workers some prize like money or some goods as an awards
for the choosen workers. give assurance if the workers get sick or have a accident,
give off-days if the workers get sick of have urgency.
4.10 Employee and organization integration
Work Motivation, the company held seminar motivation for the workers to
improve their works and raise the workers passion that make a chocolate need a
passion.
Job Satisfaction, the HRD (human resource and development) doing some
monitoring to workers to know that the workers feel satisfy or not.
Leadership, the owner give advice especially for head of divisions to be better
while they manage the workers on each divisions.
4.11 Human Resources Maintenance

Workplace Communication
Communication is the important things for the workers, if there is a
misscommunication it will danger for the company. In the Chocolate Monggo
company, ommunication structured well. If the GM wants to give command to
Chef Division, the GM only cammands the head of Chef Division and then the
head of Chef Division flooring the GMs command to his/her workers. The GM
should make a Standard Operating Procedure (SOP) for the workers, it may
help the workers to work based on the standard or better than the standard. So it
can reduce of workers error

Occupational Health and Safety (K3)

The Company conducted the training of K3 for the workers, especially for
new workers who did not know about K3. This training usually give to the
workers that work in Production department that directly doing production using
some machine. The company support the safety of workers by give the workers
any tools that can help and reduce any accident / disorders. The Company has a
private medical staff who handled the workers if any accident. The company
give health assurance for all the workers too.