Peningkatan Performansi Cluster Sales Manager dan Mitra Pengelola Cluster di PT Indoesat Ooredoo Hutchison

Abstract

There is a phenomenon of high competition in the telecommunications business, Indosat Ooredoo Hutchison's market share is ranked 3rd in Surabaya, even though many other cities in East Java are Indosat's position as the market leader. In the meantime, the potential of Surabaya is very high in terms of total population, high minimum wage, increasing number of telecommunication points and the Transceiver Station (BTS) /Indosat network. An effective interpersonal communication process that will bring about well-maintained business performance, such as its role and function, namely managing clusters so that business volume grows and performance (KPI) is achieved. Therefore, researchers are interested in conducting research on how the interpersonal communication process of Indosat Cluster Sales Manager (CSM) and Cluster Management Partner of Canvaser (MPC) improves performance at Indosat Ooredoo Hutchison Area Surabaya.” This research uses a qualitative approach that has not been widely used to examine the process of interpersonal communication with data collection techniques carried out through field observations, interviews, and documentation studies. In this research, the researchers chose the informants involved in this study. This research confirms the importance of an effective interpersonal communication process in improving the performance of the Public Service of Indosat Ooredoo Hutschison. This research found that communication only focuses more on ensuring the MPC understands KPI’s, monitoring KPI achievements, admonishing and ensuring that achievements are known and pursuing achievements if they are found not to be in accordance with the target. However, there is in fact something much more important, namely to inculcate the mindset to improve Canvaser's work processes through better interpersonal communication in order to achieve maximum performance. During this time, interpersonal communication factors demonstrated a supportive attitude in taking action by: 1. descriptive, not evaluative, 2. spontaneous, not strategic, and 3. provisional, not very sure. The quality of openness refers to at least three aspects of interpersonal communication, namely opening up, reacting spontaneously, and feelings/thoughts of togetherness.