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Customer Pelanggan Adalah Yang Paling Utama Paling Pelanggan Adalah Yang the Fresh Food People

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Customer Pelanggan Adalah Yang Paling Utama Paling Pelanggan Adalah Yang the Fresh Food People The fresh food people 2017 Laporan Tahunan Annual Report CUSTOMER 2017 COMES FIRST PELANGGAN ADALAH YANG PALING UTAMA Laporan Tahunan 2017 Annual Report Customer Comes First PT HERO SUPERMARKET TBK Laporan Tahunan Graha Hero Annual Report CBD Bintaro Sektor 7 Blok B7/A7 Pondok Jaya, Pondok Aren Tangerang Selatan 15224 - Indonesia Phone : +6221 8378 8388 2017 Call Centre : 0-800-1-998877 Website : www.hero.co.id Sanggahan dan Batasan Tanggung Jawab Disclaimer and Limit of Responsibility aporan Tahunan ini memuat pernyataan kondisi keuangan, This Annual Report contains financial condition, operation results, hasil operasi, proyeksi, rencana, strategi, kebijakan, serta tujuan projections, plans, strategies, policy, as well as the Company’s objectives, LPerseroan, yang digolongkan sebagai pernyataan ke depan dalam which is classified as forward-looking statements in the implementation pelaksanaan Perundang-undangan yang berlaku, kecuali hal-hal yang of the applicable laws, excluding historical matters. Such forward-looking bersifat historis. Pernyataan-pernyataan tersebut memiliki prospek statements are subject to known and unknown risks (prospective), risiko, ketidakpastian, serta dapat mengakibatkan perkembangan uncertainties, and other factors that could cause actual results to differ aktual secara material berbeda dari yang dilaporkan. materially from expected results. Pernyataan-pernyataan prospektif dalam Laporan Tahunan ini dibuat Prospective statements in this Annual Report are prepared based on berdasarkan berbagai asumsi mengenai kondisi terkini dan kondisi numerous assumptions concerning current and future conditions of the mendatang Perseroan serta lingkungan bisnis dimana Perseroan Company and the business environment where the Company conducts menjalankan kegiatan usaha. Perseroan tidak menjamin bahwa business. The Company shall have no obligation to guarantee that all the dokumen-dokumen yang telah dipastikan keabsahannya akan valid document presented will bring specific results as expected. membawa hasil-hasil tertentu sesuai harapan. Laporan Tahunan ini memuat kata “HERO Group“ dan “Perseroan” yang This Annual Report contains the word “HERO Group” and “Company” didefinisikan sebagai PT Hero Supermarket Tbk yang menjalankan hereinafter referred to PT Hero Supermarket Tbk, as the company that bisnis di bidang ritel modern. Adakalanya kata “Perusahaan” juga runs business in modern retail. The word “Company” is at times used to digunakan atas dasar kemudahan untuk menyebut PT Hero simply refer to PT Hero Supermarket Tbk in general. Supermarket Tbk secara umum. Intro Tema Theme Introduction CUSTOMER COMES FIRST 2017PT HERO Supermarket Tbk terus menjaga komitmennya dalam PT HERO Supermarket Tbk is continuously committed to menjaga pertumbuhan kinerja usaha secara berkelanjutan. maintaining business performance growth in a sustainable Meski dalam dua tahun terakhir pertumbuhan industri ritel manner. Even though the growth of national modern retail modern nasional tidak begitu baik, melalui strategi usaha yang industry within the past two years was not encouraging, HERO menekankan pada customer engagement serta analisis pasar was able to strengthen its business fundamentals this year and yang komprehensif, HERO mampu menguatkan fundamental beyond through business strategy that focuses on customer usahanya dengan baik di tahun ini dan untuk di masa yang akan engagement as well as comprehensive market analysis. The datang. Tema “Customer Comes First” merefleksikan visi bisnis “Customer Comes First” theme reflects HERO’s business vision in HERO di tahun 2017. Hal tersebut mencerminkan upaya-upaya 2017, which represents efforts implemented by the Company yang dicanangkan Perusahaan dalam aspek kinerja operasional, in operational, financial, and governance aspects, as well as keuangan, tata kelola dan pelaksanaan kinerja usaha berkelanjutan sustainable business implementation as an improvement to sebagai bentuk peningkatan operational & service excellence bagi operations and service excellence to consumers. konsumen. The fresh food people Hero Supermarket menyediakan produk lokal maupun Testimoni Pelanggan import yang segar dan berkualitas, ditambah dengan Customer Testimonials tampilan desain toko yang baru memberikan rasa nyaman yang lebih bagi saya dalam berbelanja. Desain toko yang baru ini juga memudahkan saya dalam mencari produk yang dibutuhkan. Keberagaman produk serta kenyamanan dalam berbelanja merupakan cermin keberhasilan Hero Supermarket dalam segar dan menarik minat belanja pelanggan. berkualitas Hero Supermarket provides both local and imported fresh and quality products. With a new store design, Hero Supermarket provides more comfort in shopping. This new store design also fresh and quality makes it easier for me to find the product that I need. The variety of the products as well as its convenience in shopping reflect Hero Supermarket’s success in attracting customers. Marina Priska, ibu rumah tangga / housewife _K2A7742 Saya memilih berbelanja di Guardian karena keanekaragaman produknya, tidak hanya produk kesehatan tapi juga Testimoni Pelanggan kecantikan. Promo dan diskon produk juga sangat banyak Customer Testimonials dan selalu membuat saya tertarik untuk kembali dan berbelanja di Guardian. Bagi saya, dengan hadirnya beauty advisor di toko yang sangat membantu dalam memberikan saran yang tepat atas produk yang dibutuhkan pelanggan menjadi nilai tambah keanekaragaman yang dimiliki Guardian. produk I choose to shop at Guardian because of the variety of its kesehatan dan products, not only health but also beauty products. Promotions and product discounts are also numerous and always find me kecantikan attracted to come back and shop at Guardian. variety of health and For me, the presence of beauty advisor in the store which is very beauty products helpful in providing a proper advice on products that customer needs becomes an added value of Guardian. Yolanda, karyawati / employee Giant memiliki pilihan produk yang bervariatif Testimoni Pelanggan dengan harga yang lebih murah dibandingkan Customer Testimonials peritel lain terutama untuk produk own brand-nya. Berbelanja di Giant membuat kami semakin mudah dalam menemukan produk kebutuhan rumah tangga yang kami butuhkan. Giant, tetap yang terbaik! harga lebih Giant has a variety of products assortment with cheaper price compared to other retailers, especially for murah its own brand products. Shopping at Giant makes us easier to find our household needs. cheaper price Giant is still the best! Adiseno Pratama & Lista Anggraini, pasangan muda / young couple IKEA Kami telah menjadi pelanggan setia sejak toko IKEA Alam Sutera dibuka di tahun 2014 karena banyak produk yang menarik, unik dan inovatif Testimoni Pelanggan yang dijual disini. Customer Testimonials Pelayanan IKEA terhadap pelanggan sangat membantu dan informatif. Selain itu harga produk-produk IKEA sangat terjangkau dan sering kali menawarkan event discount dan promosi yang sangat menarik. Menurut kami, IKEA hanya perlu lebih meningkatkan penyebaran informasi terhadap sistem belanja online yang diluncurkan tahun lalu. banyak produk yang menarik, We have been a loyal customer since IKEA Alam Sutera store opened in 2014 because there are so many interesting, unique and innovative products are unik dan inovatif sold here. so many interesting, unique and innovative products The IKEA service to customers is very helpful and informative. Moreover, IKEA’s product price is affordable, and frequently offers very interesting discount and promotion event. In our opinion, IKEA just need to improve on spreading more information about the online shopping launched last year. Aletha & Cindy, karyawati / employees 1 Intro Tema Theme Introduction Profil ANALISIS daN 2 Testimoni Pelanggan Customer Testimonials PERUSAHAAN PEMBAHASAN 8 Ringkasan Kinerja Company Profile Performance Highlights MANajemeN 38 Identitas Perusahaan Management Discussion and Analysis Company Identity 39 Riwayat Singkat 80 Tinjauan Industri IKHTISAR Data Brief History Industrial Review 40 Kegiatan Usaha 81 Tinjauan Operasional per Segmen Usaha KEUANGAN PENTING Line of Business Operational Overview per Business Important Financial Highlights 40 Struktur Bisnis Segment Business Structure 86 Analisis Kinerja Keuangan 12 Ikhtisar Keuangan 3 tahun terakhir 42 Jejak Langkah Financial Performance Analysis Financial Highlights in the last 3 years Milestones 86 Laporan Posisi Keuangan 43 Penghargaan dan Sertifikasi di 2017 Statements of Financial Position 2017 Awards and Certifications 87 Laporan Laba Rugi INformasi Saham 44 Peristiwa Penting 2017 Income Statements 2017 Event Highlights 88 Laporan Arus Kas Stock Information 46 Lokasi Toko per 31 Desember 2017 Cash Flow Statements Store Location per 31 December 2017 89 Informasi dan Fakta Material yang Terjadi 16 Ikhtisar Saham 48 Tujuan Kami setelah Tanggal Laporan Akuntan Share Highlights Our Goal Information and Material Fact after 16 Kronologi Pencatatan Saham 49 Nilai-Nilai Kami Accountant's Report Date Share Listing Chronology Our Values 89 Struktur Modal dan Kebijakan Manajemen 18 Dividen dan Kebijakan Dividen 50 Struktur Organisasi atas Struktur Modal Dividends and Dividend Policy Organisation Structure Capital Structure and Management Policy 18 Pernyataan Tidak Terjadinya Penghentian 52 Profil Direksi on Capital Structure Sementara (Suspensi) Perdagangan Saham, Board of Directors’ Profile 89 Ikatan Material untuk Belanja Modal dan/atau Penghapusan Pencatatan Saham 55 Profil Dewan Komisaris
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