C.

Task Environment
Analysis of Five Porter Power consists of the threat of substitute products, new
entrants, suppliers, buyers and industry competitors. In this picture the analysis of
five power porter at PT XL Axiata:

Figure 3.1 Model Competition Porter

A. Bargaining Power To Customer

Buyer Strength became one of the other factors that influence companies to achieve goal to be
success. This is evident from how companies communicate with customers as well. And also the
price given in accordance with the purchasing power of customers. XL Axiata customers include
individuals, students, office employees, and the company was satisfied with the services
provided by the company. PT. XL Axiata has a loyal customer and continues to grow. Customers
PT. XL Axiata has high confidence in the services provided by the company. Although it has the
trust of customers, PT XL Axiata should keep improving and maintaining the level of customer
confidence. To improve and maintain the level of individual customer's confidence in a way that
is done by PT XL Axiata like:
a. Provide the best service and as much as possible.
b. Providing a package or program that continues to be updated periodically to provide customer
satisfaction.
c. Focus on customers in every decision and action.
d. The best solution oriented.
e. Efficient and effective in providing solutions.
f. Oriented to the quality of the products and services provided.
g. Proactive in action.
h. Innovative and creative in providing solutions.
B. Competition Industry (Rivalry Among Existing Competitor)
At this time many companies are engaged in the same field with PT. XL Axiata namely as a
provider of mobile telecommunications services. This sparked intense competition in the mobile
telecommunications service provider industry. The competitors today have many innovations and
developments that can attract close attention to the public or customers that can increase
competition among companies. Here are the competitors who are around company, Telkomsel,
Indosat is known as two large above PT. XL Axiata in the competition of the field from mobile

telecommunications services. Therefore, PT. XL Axiata must constantly innovate and improve
service to the customers so as not to lose the competition business.
C. Bargaining Power of Suppliers
PT. XL Axiata has suppliers from the distributor of packaging, cards, IT Provides, and music
labels and items - other items that are needed in the provision of mobile telecommunications
services.
D. Threat of subtitute Product
The substitution product from the competitors like mobile-8 (FREN), Bakrie Telecom(esia) and
TELKOM (Flexi)

E. Threat of New Entrants

Newcomers of mobile telecommunications service now providers more commonly found in
particular in the area of Jakarta. The presence of new entrants pose a threat to the PT. XL Axiata
as an example of companies such as Alcatel lucent newcomer who is a company that came from
Paris, France who have started to cooperate with Indosat and Telkomsel in order to develop its
business in Asia. With the new competitors in the field of the same will result in the customer has
other alternatives to choose the provider they wish to use. And if its PT. XL Axiata remains
consistent and thrive in providing products and services, then the customer will keep their
loyalty.
Based on the analysis above 5 porters power can be concluded that PT. XL Axiata including
strong company and have many competitors in the world of telecommunications service provider
industry both in terms of substitute products or competitors of the company and the threat of new
entrants company. So PT. XL Axiata need the advantages that need to be enhanced to improve its
competitiveness.
F. Labor supply
Quality customer service PT XL Axiata Tbk (XL) back won prestigious international awards.
This time XL won awards in the Customer Relationship Excellence Awards 2011, an annual
global competition organized by APCSC (Asia Pacific Customer Service Consortium), based in
Hong Kong. XL won three awards, namely the category of Contact Center of the Year above the

500-seat, Best Use of Technology of the Year, and CRM Manager of the Year for Customer
Service Manager XL - Rudy Azhary Dalimunthe. Awards received in Hong Kong last weekend.
This year Customer Relationship Excellence Awards enters its 10th year and is followed by
professionals and companies in the field of customer services. In the Asia Pacific competition,
the XL competes with dozens of companies from other countries and various industries in Asia
Pacific such as China Mobile, SmarTone, CSL, QNet Ltd, SAP, DHL Express, Fedex, and others.
Assessment is done by using the world-class quality standards, namely the methodology CSQS
(Customer Service Quality Standard) released by APCSC and the University of Hong Kong. The
process through several stages of rigorous and comprehensive assessment as Self Assessment,
Business Case Presentation, Mystery Calls / Visit, CSQS On-Site Audit & Assessment and
certification must pass the CCSM (Certificate in Customer Service Management).
XL again won public recognition. This time XL managed to get a Top Brand Award 2014 for the
category of products XL Postpaid (Post Paid Cellular Simcard) and XL Prepaid (Cellular Prepaid
Simcard) Marketing Magazine held together with Frontier Consulting Group. This award is
given in appreciation of the efforts XL maintain customer confidence in building the Top of
Mind Share, Top of the Market Share and Top of Commitment Share. Awards received directly
by Tommy Wattimena, senior VP- Segment Management XL and Turina Farouk, VP Corporate
Communication XL at Hotel Mulia, Jakarta (7/2).

http://www.xl.co.id/corporate/id/ruang-media/nasional/customer-service-xl-raih-penghargaaninternasional
http://www.xl.co.id/corporate/id/ruang-media/nasional/xl-raih-2-penghargaan-top-brand-award2014
Porter, M.E., Competitive strategy : Techniques for analyzing industries and competitors, The
Free Press, 1980.
Dirgantoro, Crown , Manajemen Stratejik, Grasindo, Jakarta 2001

Jay B. Barney, William S. Hesterly, Strategic management and Competitive Advantage, Pearson
Prentice hall, New York, 2010