Corporate Social Responsibility in Responsibility to Customers


TOTAL believes that customers are strategic partners to develop its business today and in the future. Therefore, TOTAL is strongly committed to fulfilling its responsibility to all customers. In its implementation, the Company implements numerous programs that upholds Service Excellence to improve customer satisfaction. One of the policies that we implement to fulfill our responsibility to customers is the establishment of Customer Care Department. Through this establishment, a wide range of services has been initiated by TOTAL as an effort to give prime service to all customers.

In practice, the Company’s service excellence covers the following activities, but not limited to:


Customer Care Department and Product Quality Department

For TOTAL, customers’ interest is one of the most important factors that need to be protected. Thus, the Company always conducts developments on the construction products and services. The quality of TOTAL’s performance is reflected on all project implementation staged controlled by the Product Quality Department. This department functions to maintain performance quality in order to preserve the success of each project implementation. Together with the project team, Product Quality Department conducts identification process on the potential risk of quality failure as well as its mitigation. In the implementation process, examination is performed using evaluation system on all projects periodically. Finally, in the handover process, re-evaluation is conducted to ensure that the building is in an excellent condition and ready to be used.

TOTAL has obtained ISO 9001 certificate due to its implementation of quality and customer-satisfaction-oriented  performance. To date, TOTAL has successfully managed various projects, such as: Apartments, Office Building; Shopping Centers; Malls; Modern Market; University/International Schools, Hospital, Places of worship, Embassies, Industrial Plants, etc.

The quality of TOTAL’s performance can be seen at every stage of project implementation, controlled by Product Quality Department. This department continues to maintain quality performance to retain its success of each project implementation. For instance, in the preliminary stage of the project, personnel of Product Quality Department together with project team will identify potential quality failure and perform its prevention. During the construction phase, periodic evaluation is conducted by applying assessment systems to all projects. Furthermore, in the handover stage, a final check is carried out to ensure that the building is ready to be delivered to the owner.


ISO 26000 Development Program

As evidenced by our endeavors to uphold ethics and transparency in line with sustainable development and society’s welfare, as well as the interest of stakeholders, that is in accordance with the prevailing regulations and globally accepted business ethics; all of which are integrated within our organization’s activities.

TOTAL planned to adopt ISO 26000 as our main basis to implement CSR programs. ISO 26000 is an international standard for CSR, with 7 (seven) main programs covering the environment, social welfare improvement, human rights, good corporate governance, manpower relations, business ethics, and improvement in customer service excellence.

TOTAL is committed to gradually implementing all the points stipulated in ISO 26000 to become the leading construction company. TOTAL’s CSR program emphasized on 3 (three) main points of ISO 26000, i.e. environment, social welfare improvement, and manpower relations.

In environment, among others:

In social community development, the Company will adopt ISO 26000 to its CSR activities, among others:

In manpower, the Company will implement several policies such as:

Pride and Excellence in Construction