Post on 06-Apr-2018
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Alhamdulillah, Ada Polisi!Amir Imbaruddin
Guru Besar Pelayanan Publik, STIA LAN Makassar
Balikpapan, 18 November 2011
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Alhamdulillah!
Kontingen Polisi (Formed Police Unit/FPU) IIIIndonesia yang tergabung dalam misi
kemanusian United Nations African UnionMission in Darfur (UNAMID) meraih predikatterbaik karenaProfesionalitas, Loyalitasdan
Komitmendalam menjalankan tugas
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Alhamdulillah!
Penangkapan kawanan perampokBank CIMB Niaga Cabang Aksara
Medan, Sumatera Utara dalam waktuyang relatif singkat/cepat
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Astagafirullah!Survey Kepuasan Masyarakat Terhadap Kinerja Polisi
Jenis Kinerja PuasTidakPuas
TidakTahu
Menangani Kriminilitas 42,2 57,6 0,2
Menangani Terorisme 46,0 52,1 1,9
Menangani Kerusuhan SARA 28,9 69,1 3,0
Menangani Korupsi 24,5 74,8 0,7
Menangani Pelanggaran HAM 23,3 74,3 2,4
Menangani Pelanggaran Lalulintas 37,3 61,5 1,2
Menangani Kemacetan Lalulintas 41,0 58,4 0,6
Menangani Kecelakaan Lalulintas 50,7 46,7 1,6
Kompas, Juni, 2008
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Astagafirullah!
Apa Kata Warga Jakarta?
Puaskah Anda dengan kinerja institusi kepolisian?
JAWABAN FREKUENSI PERSEN
Puas 167 33.4
Tidak Puas 306 61.2
Tidak Tahu 27 5.4
Jumlah 500 100
Indonesia Human Right Monitor, Imparsial, Juli 2011
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TRIBRATA NO. 3
Senantiasamelindungi,
mengayomi, danmelayani masyarakat
dengan keikhlasanuntuk mewujudkan
kemanan dan
ketertiban
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WhyAstagafirullah!:
Gaps of Service Quality
CUSTOM
ER
Word-of-MouthCommunication
PersonalNeeds
Past Experience
ExpectedService
PerceivedService
Service Delivery
Service QualitySpecifications
ManagementPerception of
CustomerExpectation
P
ROVIDE
R
ExternalCommunication to
Customers
5
3
2
4
1
(Parasuraman et. al., 1990:46)
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Gap 1:Customer Expectation
Management Perception of Customer Expectation
CUSTOM
ER
Word-of-MouthCommunication
PersonalNeeds
Past Experience
ExpectedService
PerceivedService
Service Delivery
Service QualitySpecifications
ManagementPerception of
CustomerExpectation
P
ROVIDE
R
ExternalCommunication to
Customers
5
3
2
4
1
(Parasuraman et. al., 1990:46)
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KEY CONTRIBUTING FACTORS:
1. Lack of Marketing Research
Orientation1. Insufficient marketing research
2. Inadequate use of research findings
3. Lack of interaction between managementand customers
2. Inadequate Upward Communication
3. Too Many Level of Management
Gap 1:Customer Expectation
Management Perception of Customer Expectation
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Closing Gap 1
Using marketing research findingseffectively
Increasing interaction between
management and customers Improving upward communication
from contact personnel to
management Reduce the number of levelsbetween contact personnel andmanagement
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Philosophical Dimension ofCommunity Policing
Citizen Input- Police agencies need extensiveinput from citizens on problems, priorities,policies, etc.
Broad Function- Policing is a broad function - itis much more than just law enforcement
Personal Service- Policing works best whenofficers know citizens and deliver personalizedservice - the opposite of stranger policing
Polisi Kemasyarakatan
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Listening to Your Customers(Osborne and Gaebler 1992:177-8)
Citizen surveys
Neighborhood meetings
Community surveys
Citizen police academy Citizen contact reports
Citizen councils
Focus groups
Citizen interviews
Electronic mail
Customer service training
Test marketing Quality guarantees
Inspector
Ombudsmen
Complaint trackingsystem
0800 Numbers
Suggestion boxes orforms
Kotak Pos 5000
SMS
Websites
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http://www.propam.polri.go.id
Saya berharap website Propam ini bisamenampilkan 2 hal:
Pertama, prosedur pemeriksaan Polri terhadapmasyarakat apabila ada petugas Polri ingin
melakukan pemeriksaan di TKP. Supayamasyarakat bisa membedakan ini petugas atauoknum. Saya sendiri belum pernah seumur hidupmelihat ID Polri yang asli atau yang palsu...
Kedua, penjelasan mengenai hukuman terhadapoknum polisi yang melakukan pemerasan.Misalnya apa hanya surat teguran saja. Saya rasaenak dan ringan sekali hukuman itu. Masyarakatperlu mngetahui. Terima kasih (Budi)
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http://jogja.polri.go.id/pengaduan/9409.html
PELAYANAN SIM KELILING21 Oct 2011 at 8:49 amPengirim: BUDIIP Address: 203.30.237.139
Mohon ijin Pak...ini mau mengajukan usul....sehubungandengan peningkatan pelayanan SIM keliling di WilayahPOLDA Yogyakarta kami meminta di perluas
pelayanannya yaitu di lingkungan instansi-instansi
pemerintah Yogyakarta....sehingga pelayanan SIM lebihmudah dan cepat serta efisien...
Tanggapan :
G 2
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Gap 2:Management Perception of Customer Expectation
Service Quality Specification
CUSTOM
ER
Word-of-MouthCommunication
PersonalNeeds
Past Experience
ExpectedService
PerceivedService
Service Delivery
Service QualitySpecifications
ManagementPerception of
CustomerExpectation
P
ROVIDE
R
ExternalCommunication to
Customers
5
3
2
4
1
(Parasuraman et. al., 1990:46)
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KEY CONTRIBUTING FACTORS:
1. Inadequate ManagementCommitment to Service Quality
2. Perception of Infeasibility
3. Inadequate Task Standardization
4. Absence of Goal Setting
Gap 2:Management Perception of Customer Expectation
Service Quality Specification
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Closing Gap 2
Committing to quality
Creating possibilities Kita Bisa Standardizing tasks
Setting service-quality goals
G 3
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CUSTOM
ER
Word-of-MouthCommunication
PersonalNeeds
Past Experience
ExpectedService
PerceivedService
Service Delivery
Service QualitySpecifications
ManagementPerception of
CustomerExpectation
PROVIDE
R
ExternalCommunication to
Customers
5
3
2
4
1
(Parasuraman et. al., 1990:46)
Gap 3:Service Quality Specification
Service Delivery
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Gap 3:Service Quality Specification
Service Delivery
KEY CONTRIBUTING FACTORS:1. Role Ambiguity
2. Role Conflict
3. Poor Employee-Job Fit
4. Poor TechnologyJob Fit
5. Inappropriate Supervisory Control System
6. Lack of Perceived Control
7. Lack of Team Work
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Closing Gap 3
Providing role clarity
Eliminating role conflict
Improving employee-technology-job fit
Empowering service employees
Building teamwork
G
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Gap 4:Service Delivery
External Communication to Customers
CUSTOM
ER
Word-of-MouthCommunication
PersonalNeeds
Past Experience
ExpectedService
PerceivedService
Service Delivery
Service QualitySpecifications
ManagementPerception of
CustomerExpectation
PROVIDE
R
ExternalCommunication to
Customers
5
3
2
4
1
(Parasuraman et. al., 1990:46)
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Gap 4:Service Delivery
External Communication to CustomersKEY CONTRIBUTING FACTORS:
1. Inadequate horizontal communication1. Inadequate communication between operations and
public relations
2. Inadequate communication between humanresource, operations and public relations
2. Differences in policies and proceduresacross branches or departments
3. Propensity to over-promise
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Closing Gap 4
Opening channels ofcommunication between units
Providing consistent serviceacross branches
Developing appropriate andeffective communications aboutservice quality
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Alhamdulillah Ada Polisi!