EN / ID
Continues Improvement Program

Improving Service Quality

As a service company, the Company’s business process involves provision of professional human resources, equipment, as well as materials required in order to provide the best service. The Company always starts a project by making Project Quality Plan (PQP) as the starting step. The plan includes aspects of human resources, work health and safety, technology, customer’s target, and others. Through this planning process, the Company hopes to fulfill the expectation of our customers, as well as to mitigate potential risks so as to prevent things that may negatively impact the implementation of the project and to ensure customer’s satisfaction on the provided services.

 There is no differentiation in the service that the Company provides to its customers. The process of appointing the Company as the service provider is done according to the tender procedure in Indonesia, which is regulated by SKK Migas as regulator. Therefore, the service that the company provide is according to the agreement that is made prior to the commencement of work.

 As part of its efforts in improving service quality, the Company set a Continuous Improvement Program as part of its Key Performance Indicator. As an appreciation, the Company evaluates and creates competitions on innovations in various events both internally and externally. At least there are three events that are facilitated by the Company, namely Elnusa CIP Award, Upstream Innovation & Improvement Program from the Pertamina Upstream department, as well as Annual Pertamina Quality Award.

Not only for competition purposes, the Company also holds program for sharing knowledge among all employees for innovations and improvements done by quality employees of Elnusa. Sharing is facilitated by Elnusa Petroleum School. Innovations as well as improvements are also recapitulated in the bank of data, which is accessible through dms.elnusa.co.id. Moreover, the Company register innovations to the Intellectual Property Department of The Ministry of Law and Human Rights.

Several supporting trainings were created to ensure the CIP program ran well. This training is divided into several types, namely as follows:

  1. Certification, training that becomes mandatory in a job that shows that workers are able to do a job according to standards in certain fields.
  2. Soft Skill, training conducted to improve soft (non-technical) competence in accordance with work activities carried out.
  3. Technical, training conducted to improve technical competence in accordance with work activities carried out.
  4. General, training provided in the context of increasing competencies related to the oil and gas industry and other general fields beyond Technical & Soft Skill training.

Coaching & Mentoring Program As part of developing employee capabilities, starting in 2018 the Company has begun to promote Coaching & Mentoring program within the Company through a digital platform namely ECMA Apps. ECMA can be accessed by employees who are still active in the Company or Employees outside the Company (must be registered). The goal is to document all knowledge and can be easily accessed by all users so that learning activities can be done anywhere and anytime.

Knowledge Management System In order to avoid the loss of intellectual knowledge asset when an employee leaves a Company, on an ongoing basis since 2017, the Company continues to strengthen the Knowledge Management System to document the knowledge asset (explicit and tacit knowledge) owned by the Company's HR. Knowledge asset is contained in a knowledge management portal that is integrated with the management of knowledge asset managed by PT Pertamina (Persero).

Sharing Session In addition to the training program, EPS also organizes a knowledge sharing program as a place for exchanging ideas, knowledge, and information about the oil & gas industry among workers which is held once a week with varied topics, including problem solving, innovation, and success stories. Resources can also come from internal and external speakers. Sharing sessions can be conducted and participated by all Employees in the Company. In 2019, there were 43 sharing sessions.Specifically for Board of Directors, the sharing session program is known as "NOBADI" (Hanging out with the Directors). This session is more informal so as to create closeness between the Directors and Employees.