55 CHAPTER IV FINDINGS AND DISCUSSION 4.1 Define 4.1.1 Stakeholder Analysis Figure 4. 1 Stake Holder Matrix The stakeholders that are mapped in the stakeholder analysis are those involved in the overall cargo operations of PT. Xyz. Stakeholders that are directly involved in the airside incoming cargo process of PT. Xyz are included in the description of the stakeholders. The stakeholders of PT. Xyz Cargo operations are: ● Airlines: In this case the airline that carry the cargo is PT. Xyz itself, since they utilize their passenger planes to carry their cargo. PT. Xyz utilize their passenger planes since the company does not have a cargo carrier airplane and their passenger airplanes is sufficient to carry the amount of air cargo demand. PT. Xyz aircraft are responsible for the transportation of air cargo domestically with routes that include a majority of airports in Indonesia. The airline is a stakeholder that is directly involved with the airside incoming cargo operations since, the aircraft of PT. Xyz is the 56 vehicle that is used for the transportation of cargo and is the transportation where the cargo is being unloaded, this process is located on the airside during the incoming cargo operations. - High Power : Airlines which in this case is PT. Xyz is central to the cargo operations process, this is due to their high degree of power because, without their services, the physical transportation of goods would be impossible. Airline's power is considered to be high because they directly influence the cargo operations process, airlines pick their own ground handling workers which either come from their own fleet of workers or they pick out sub-contractors available in the respective airport. - High Interest : Airlines also have a high interest in the air cargo operations because one of their business model or revenue streams depends on the smooth functioning of air cargo handling and delivery, Airlines specifically PT. Xyz put a high importance on the OTP and the efficiency of air cargo handling and delivery in the airport ecosystem. The engagement of airlines in their own air cargo operations is necessary for success, and they have the power to influence standards and processes. Supporting this, a quote from an interview states: "For the airline, they also have a high power because they are the one who own the process, and their interest is high due to this process is where they generate their revenue." ● Airport Operators: Airport operators are typically companies or governmental entities that oversee and manage the airport's infrastructure. In Indonesia specifically in Soekarno-Hatta International airport the operators is Angkasa Pura II. Angkasa Pura II is a state-owned enterprise which engages in the business of airport services and airport related service, they carry out management and operation in the field of airport services and airport-related services by optimizing the potential of its own resources and implementing good corporate governance practices. Angkasa Pura II which is Soekarno-Hatta International Airport operators responsible for ensuring the runways, terminals, and other assets are well-maintained and meet the required safety standards. In terms of the cargo operations of Soekarno-Hatta International Airport Angkasa Pura Kargo is established as a subsidiary of Angkasa Pura II in order to focus on the service of the operation cargo, cargo terminal, as well as the development of cargo terminal infrastructure. 57 - High Power : Airport operators in this case Angkasa Pura II and Angkasa Pura Kargo manage the infrastructure necessary for cargo operations that includes the cargo terminal, runways, cargo facilities, and other assets. Airport operators also have a degree of power in setting the rules and regulations for the airport, thus classifying them as high level of power stakeholder over the cargo operations of PT. Xyz. - High Interest : Angkasa Pura II especially the company subsidiary Angkasa Pura Kargo interest to the cargo operations including the cargo operations of PT. Xyz is high. The high interest of airport operators is due to the efficient functioning of cargo operations directly impacts their revenue and reputation. Supporting this perspective, a quote from an interview clarify that "For AP II (Airport Operator) is quite arguable, but in my opinion, their interest is medium to high. As for the power of AP II, it is undoubtedly high, but their interest is primarily focused on ensuring that cargo operations are executed correctly, adhering to existing regulations – a sentiment that aligns with the views on the Regulatory Authority stakeholder." ● Ground Handlers: Ground Handlers consist of workers that handle the physical movement of cargo on the ground, including but not limited to loading and unloading of cargo from aircraft, and transportation to and from the cargo terminal. In the Soekarno-Hatta International Airport ground handlers are either provided by the airline itself or airlines could contract private companies that provide their ground handling services. In the case of PT. Xyz the company utilize their own ground handlers and does not use the services provided by third party ground handling companies The efficiency of these ground handlers has a significant impact on the speed of cargo movement in the airport ecosystem. Ground handlers are directly involved in the process since they are the one who conduct the unloading of cargo and the movement of cargo on the airside. - High Power: Ground handlers is categorized as high power stakeholder due to their operations having a direct influence on the speed, efficiency, and success of cargo operations. Ground handlers are involved in the unloading and loading of cargo from the aircraft and the movement of cargo to the cargo terminal the process that ground handlers manages are airside cargo operations, which is the primary focus of the research. 58 - High Interest: The interest of ground handlers are categorized as high, this is due to the fact that their bonuses and KPI depend on the efficiency of cargo movement on the airside and their employer satisfaction with their work performance. Delays or problems that occur in their operations can impact their work performance and evaluation. Supporting the analysis, the interview subject explained that "Ground handlers and airlines have high interest and power as they're directly involved in the airside incoming cargo process. Ground handlers directly impact the OTP of the process." ● Customs and Border Protection: Customs and Border Protection typically refer to governmental agencies in charge of regulating the import and export of goods, inclusive of evaluating and gathering import duties. At Soekarno- Hatta International Airport, as well as throughout other airports in Indonesia, this role is undertaken by Bea Cukai. This governmental agency shoulders the responsibility of crafting and enforcing border policies. They monitor goods being imported or exported, ensuring compliance with extant legal provisions. Although their role in overseeing domestic cargo might be considered limited, they still oversee specific types of goods such as dangerous ones and carry out random checks. As noted in the interview, "Customs and security only take interest when there are dangerous goods thus making their interest low and their power high because they could stop the process if needed." - High Power: Customs and Border Protection which in this case is Bea Cukai is categorized as a high-powered stakeholder because they have the authority to stop, delay, or seize cargo if they believe the cargo or operations violates existing regulations. - Low Interest: Customs and Border Protection have low interest in the cargo operations of PT. Xyz because the company only transports cargo domestically and the customs and border protection in Indonesia focus more on international shipments unless the cargo involves dangerous or certain goods. ● Freight Forwarders Freight forwarders are specialized companies that arrange and oversee shipments for individuals or other corporate entities. Instead of directly handling the cargo, they serve as intermediaries, bridging the gap between shippers and transportation services like airlines. Their services often 59 includes packaging, storage, and handling customs paperwork. As highlighted by an interviewee, "On the other hand, forwarders have a high interest because their business is related to the cargo process itself, but they do not have power over the process." - High Interest: Freight forwarders since they are the entity that arrange shipments for PT. Xyz and other companies they have a high interest on the efficiency of cargo operations as it directly impacts their business. - Low Power: However, they do not have the power to directly influence airport operations, thus giving them lower power. ● Consignors Consignors are the original senders of the cargo, often spanning individuals or various entities. For PT. Xyz, the predominant consignors are logistics companies that rely on PT. Xyz's services for air transportation of their goods. A notable insight is that "the consignee and consignors, mostly large logistics companies, have high power in the PT. Xyz process due to their significant demand. With their goods being the core items transported, their interest is naturally high." - High Interest: Given that they ship the cargo, and mostly being logistics companies with substantial volumes, their vested interest lies in the airport's cargo operations' efficiency, reliability, and punctuality. Their reputation and operational success hinge on these factors. Inefficiencies can cause delayed shipments, leading to dissatisfied clients and potential business losses. - High Power: These consignors, especially when they are logistics companies, command a significant sway due to the sheer volume of the cargo they manage. Their choices, based on satisfaction levels with PT. Xyz's services, can impact the airport's cargo operations and subsequent revenues. As such, catering to the consignors' feedback becomes paramount for the likes of PT. Xyz and associated cargo handlers. ● Consignees Consignees are the designated recipients of the cargo, varying from individuals to businesses, including retailers and wholesalers. In PT. Xyz's operational context, these consignees mirror the consignors, primarily being logistics entities. - High Interest: Logistics companies, doubling as both consignors and consignees, remain deeply invested in PT. Xyz's cargo operations. Their enterprise reputation and operational 60 fluidity are intertwined with the efficiency, reliability, and timeliness of the cargo movements. - High Power: Their power rating mirrors that of the consignors, placing them in the high power echelon. If these logistics companies, as consignees, find PT. Xyz's services lacking, their decision to pivot to other service providers can significantly affect PT. Xyz and the broader cargo operations, including revenue streams. ● Security Personnel: Security personnel ensure the safety and security of cargo, infrastructure, and personnel in the airport. They are responsible for security of the airport operations, monitoring access to restricted areas, and responding to any security incidents. This is supported by the interview subject where the subject stated “Customs and security only take interest when there are dangerous goods, thus making their interest low and their power high because they could stop the process if needed." - High Power: Security personnel have a high degree of power as they can halt operations due to security concerns. - Low Interest: Security personnel's primary interest is the overall security of the airport, not the cargo operations exclusively, making their interest relatively low. ● Regulatory Agencies: Regulatory agencies are governmental bodies overseeing aviation standards and regulations. In Indonesia, this role falls to the “Direktorat Jendral Perhubungan Udara”, responsible for setting and evaluating standards across Indonesia's aviation industry. To support the power and interest rating the interview subject answered that "For AP II (Airport Operator) is quite arguable, but in my opinion their interest is medium to high, for the power of AP II is truly high but their interest is more on the context of if the cargo process is done right according to the existing regulations the same as the Regulatory Authority stakeholder." - High Power: Regulatory agencies, notably the “Direktorat Jendral Perhubungan Udara”, exert significant influence. They shape rules governing airport operations and can halt operations if standards aren't met. - Low Interest: Regulatory While these agencies ensure every facet of aviation adheres to regulations, their primary focus isn't limited to cargo operations but spans the entirety of aviation processes. 61 ● Transportation Companies: Transportation companies manage the last-mile delivery after cargo arrives at the destination airport. PT. Xyz either employs these companies directly or they're hired by consignees. In creating assigning the power and interest rating of the stakeholder the researcher take considerations from the interview subject answer where the subject stated that "Lastly for the transportation company or the trucking company, they do not have power over the process at the airport and they already have a target of their own so they do not have interest over the airport operation." - Low Power: These companies have minimal influence on airport cargo operations as they don't dictate cargo handling, flight schedules, or customs processes. Their role is primarily confined to the final leg of delivery, choosing routes, and setting delivery schedules. - Low Interest: While these companies are a crucial link in the cargo chain, their main focus is on road transport operations. They're reliant on airport operations but don't typically engage in its direct management. ● Warehouse Operators: Warehouse Operators, such as Angkasa Pura Kargo in collaboration with PT. Xyz, handle the storage and movement of cargo within the warehouse. They're tasked with cargo breakdowns, build-ups, and ensuring cargo's security and organization on the landside, while PT. Xyz mostly oversees airside cargo operations.