Leadership Ultrich Analysis Ignasius Djonan
Strategist
Ignasius Djonan wants to change the image of PT KAI from “untidiness and disorder” to become clean and discipline station. His change programs are focused on 4 pillars of restructuration, which are service, safety, comfort, and the company orientation change from product oriented to customer oriented.

Other than those pillars, Ignasius Djonan also aims to develop the quality of human capital within the company. Ignasius Djonan apply a strategic blueprint which is called by “Sistem Meritokrasi:
1. Less competition between employees to gain position
2. Professional working habits
3. Employee salary adjustment

Strategy Execution
Change in service sector- in the year of 2010 PT KAI launched service called Contact Center 121. The customer can order the ticket via phone 40 days before the departure. This system purpose is to reduce the amount of people queue and to make the process of ticketing become easier.

Developing customer comfort- Ignasius Djonan encourages his employee to hear the customer complaint and customer feedback. He also limits the seats that being sold to the customer as many as the seats available inside the train. This strategy will prevent customer overload that will decrease customer’s comfort.

Developing customer safety- the name written in the ticket should match with the identity card. This strategy is implemented to avoid the ticket being sold by unofficial seller (calo).

Engage Today’s Talent
To obtain qualified professionals, PT. KAI had conducted recruitment processes, namely engineer external recruitment and Train Trip Leader (Pemimpin Perjalanan Kereta Api, PPKA) recruitment for senior high school graduates, academic achievement based recruitment, specific competence external recruitment for Diploma/Bachelor's degree holders, accounting and taxation specialized