Evaluasi Kepuasan Mitra Binaan Program Local Business Development (LBD) di PT. Chevron Pacific Indonesia

Okta Heri Fandi, Drs. Ahmad Djamli, M.A.

2013 | Tesis | S2 Magister Manajemen

Dinamika kondisi sosial-politik di Indonesia dalam satu dekade terakhir turut mengubah tingkat ekspektasi masyarakat di sekitar wilayah operasional industri migas. Masyarakat tidak lagi puas menerima manfaat keberadaan operasi migas hanya dari skema Dana Bagi Hasil (DBH) Migas antara pemerintah pusat dan daerah, di mana proporsi maupun pengunaannya sering dirasakan belum optimal. Mereka menuntut adanya manfaat ekonomi secara langsung dari kehadiran perusahaan migas melalui adanya peluang bisnis maupun peluang kerja. Pada 2001, PT. Chevron Pacific Indonesia (PT. CPI) di Riau mendesain sebuah program yang mengintegrasikan program Corporate Social Responsibility (CSR) berupa pengembangan kapasitas pengusaha kecil dan koperasi tempatan dengan proses pengadaaan barang dan jasa di lingkungan perusahaan. Program tersebut diberi nama Local Business Development (LBD) atau Pengembangan Bisnis Lokal. Dalam jangka panjang, program tersebut diharapkan mampu mengasah jiwa dan kemampuan wirausaha masyarakat lokal sehingga tercipta kemandirian. Program LBD mendapatkan apresiasi dari banyak pihak. Salah satunya, program ini memperoleh penghargaan PADMA (pandu daya masyarakat) dari Kementerian Energi dan Sumber Daya Mineral (ESDM) RI pada 2008 dan menjadi alternatif model bagi program CSR perusahaan-perusahaan migas lainnya. Penelitian ini bertujuan menilai kinerja Program LBD melalui pengukuran tingkat kepuasan para mitra binaan terhadap variabel-variabel utama dalam indikator kinerja program. Hasil penelitian ini sekaligus dapat menjadi bahan evaluasi tentang hal-hal apa saja yang sudah berjalan baik dan perlu dipertahankan kinerjanya, maupun hal-hal yang belum berjalan optimal sehingga perlu diperbaiki. Pengolahan data penelitian ini menggunakan metode statistik Importance-Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). Evaluasi semacam ini sangat penting karena tidak hanya untuk meningkatkan kualitas program, tapi juga membangun legitimasi sosial dan menjamin relasi yang baik antara korporasi dengan para pemangku kepentingannya melalui program-program CSR.

The socio-political dynamics in Indonesia in the last decade has changed the level of expectations of community surrounding oil and gas area of operations. The community is no longer satisfied with Oil and Gas Sharing Fund (Dana Bagi Hasil Migas) between central and local governments, where the proportion as well as its use is often perceived not optimal. They demanded a direct economic benefit from the presence of oil and gas companies through the business and employment opportunities. In 2001, PT. Chevron Pacific Indonesia (PT CPI) in Riau designed a program to integrate Corporate Social Responsibility (CSR), in the form of capacity building of local-small entrepreneurs and cooperatives, with the procurement of goods and services within the Company. The program named Local Business Development (LBD). In the long run, the program is expected to sharpen the entrepreneurial spirit and ability to create self-reliance of local communities. LBD program received several appreciations. This program was awarded PADMA from the Ministry of Energy and Mineral Resources in 2008. The program was promoted as an alternative for CSR programs amongst oil and gas companies. This research aims to assess the performance of LBD Program through the measurement of the beneficiaries’ satisfaction based on the program’s key performance indicators. The result can be used as a program evaluation of what areas that has already went well and should be maintained, as well as what areas that have not run optimally and need to be improved. The data analysis of this research uses two statistic methods, namely Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Such evaluation is very beneficial, not only to improve the quality of the program but also to build the social legitimacy and ensure good relations between the corporation with its stakeholders through CSR programs.

Kata Kunci : Local Business Development, Corporate Social Responsibility, Kepuasan Konsumen, Legitimasi Sosial, Pemberdayaan Pengusaha dan Koperasi Lokal