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Judul: “ Hubungan K3 Terhadap Produktifitas Kerja Karyawan pada PT. Hexabuana, Lampung “

DAFTAR ISI

                                                                                                                                                                                 Halaman

HALAMAN JUDUL .....................................................................................................................     i

PENGESAHAN NASKAH.............................................................................................................   ii

LEMBAR PENGESAHAN...........................................................................................................    iii   

SURAT KETERANGAN PERUSAHAAN................................................................................        iv

KATA PENGANTAR...............................................................................................................         v

DAFTAR ISI..............................................................................................................................        vii

DAFTAR TABEL........................................................................................................................        x

DAFTAR GAMBAR...................................................................................................................        xi

DAFTAR LAMPIRAN............................................................................................................................           xii

BAB I     PENDAHULUAN

1.1.         Latar Belakang Masalah.......................................................................................        1

1.2.         Alasan Pemilihan Objek........................................................................................       4

1.3.         Tujuan dan Manfaat Penulisan...............................................................................       4

                1.3.1.     Tujuan Penulisan................................................................................................       4

                1.3.2.     Manfaat Penulisan.............................................................................................       5

1.4.         Identifikasi Masalah..........................................................................................................      6

1.5.         Batasan Masalah..............................................................................................................      6

1.6.         Metodologi Penulisan.....................................................................................................       6

                                1.6.1.     Metode Penulisan...........................................................................        6

                                1.6.2.     Teknik Pengumpulan Data...............................................................       7

                1.7.         Sistematika Penulisan..................................................................................          7

BAB II    LANDASAN TEORI

                2.1.         Upaya.........................................................................................................          9

                                2.1.1.     Definisi Upaya............................................................................            9

                                2.1.2      Jenis Upaya.......................................................................................    10

                2.2.         Hubungan Baik..................................................................................................   10

                                2.2.1.     Definisi Hubungan Eksternal...............................................................    11

                                2.2.2.     Customer Relations...........................................................................     12

                2.3.         Pelanggan........................................................................................................     13

                                2.3.1.     Pengertian Pelanggan........................................................................     13

                                2.3.2.     Jenis-jenis Pelanggan........................................................................     14

                2.4.         Customer Relationship Management (CRM) ....................................................    18

                                2.4.1.     Tataran Customer Relationship Management............................................    19

2.4.2.     Komponen Customer Relationship Management..........................................   21

2.4.3.     Tujuan Customer Relationship Management..................................................  22

2.4.4.     Tahapan Customer Relationship Management................................................  22

2.4.5.     Manfaat Customer Relationship Management...............................................   23

2.4.6.     Fungsi Customer Relationship Management..................................................   24

2.4.7.     Electronic Customer Relationship Management..............................................  25

BAB III   PROFIL PERUSAHAAN

3.1.       Sejarah Perusahaan.................................................................................................   30

3.2.       Visi dan Misi...........................................................................................................   31

              3.2.1      Visi..........................................................................................................   31

              3.2.2      Misi........................................................................................................    31

3.3.       Bidang Usaha dan Ruang Gerak...............................................................................   32

              3.3.1.     Cat Pelapis Kapal......................................................... ...........................   32

   3.3.2      Cat Pelapis Konstruksi..............................................................................   32

3.4.       Struktur Organisasi...................................................................................................  33

3.5.       Deskripsi Kerja........................................................................................................  33

BAB IV  PEMBAHASAN

4.1.         Upaya Penerapan Fungsi Customer Relationship Management Dalam Menjaga Hubungan Baik dengan PT. Hexabuana, Lampung.......................................................................  43

4.2.       Hambatan Selama Menerapkan Fungsi CRM dalam Menjaga Hubungan Baik

dengan Pelanggan PT. Hexabuana, Lampung..............................................................   49

4.3.       Solusi dalam Menjaga Hubungan Baik dengan Pelanggan Melalui Fungsi CRM PT. Hexabuana, Lampung..................................................................................................  51

BAB V    KESIMPULAN

5.1.     Kesimpulan.............................................................................................................    53

5.2.     Saran.......................................................................................................................    54

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