ServiceLeveL

oleh: Invanos Tertiana

UNDANG-UNDANG REPUBLIK INDONESIA NOMOR 43 TAHUN 1999TENTANG PERUBAHAN ATASUNDANG-UNDANG NOMOR 8 TAHUN 1974 TENTANGPOKOK-POKOK KEPEGAWAIAN

• Pasal 3 – ayat 1

Pegawai Negeri berkedudukan sebagai unsuraparatur negara yang bertugas untuk memberikanpelayanan kepada masyarakat secara profesional, jujur, adil, dan merata dalam penyelenggaraan tugasnegara, pemerintahan dan pembangunan.

http://www.menpan.go.id

Hasil Survey Menpan

Service System

• A service system (or customer service system, CSS) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers.

“63.2% of public expect better services”

James Teboul, Service is Front Stage, Palgrave MacMillan, 2006.

http://www.cob.sjsu.edu/kwan_s/

Courtesy of YouTube

Courtesy of YouTube

Courtesy of YouTube

James Teboul, Service is Front Stage, Palgrave MacMillan, 2006.

http://www.cob.sjsu.edu/kwan_s/

Service Attitude = “better” is not enough

A Service System Network

Service

System A

Service

System B

Service

System CService

System D

Service

System E

Service

System F

Service Interactions

Stephen K. Kwanhttp://www.cob.sjsu.edu/kwan_s/

Customer’sAssessment

Real Expectation

Inflated ExpectationPromoted

Expectation

Service Provider’s Assessment

Management’sPerceivedCustomer

Expectation

ServiceDesign Spec.

ServiceDelivered

G1

G2

G3

G4

Service Received

G5 = Service Quality Gap

Conformance

Design

Marketing

Research

Communication

Causes of Gaps

Service Quality Gap

Stephen K. Kwan

From F & F 6th ed Figure 6.3original by U. Bagchi.

ServiceQuality

“Advertizing” = inflated expectation competition

Closed Loop System = Minimizing Gap

System in which some or all of its output is used as its input.

http://www.businessdictionary.com

Feedback is the information sent to an entity (individual or a group) about its prior behavior so that the entity may adjust its current and future behavior to achieve the

desired result. ‘Customer feedback' is the buyers' reaction to a firm's products and policies.

http://www.edrawsoft.com/TQM-Diagrams.phphttp://www.successinteaching.info

TQM = closed loop system “minimizing gap”

By applying TQM principles and putting the ISO 9001 systems in place, ISO 9001

certification is easily achieved.

TQM stands for “Total Quality Management”. An organization uses TQM as a long term approach to achieving customer satisfaction. Total Quality Management requires all employees of the organization for improving the products, processes and services. All employees, no matter what role, are responsible for quality and quality assurance. When done correctly, the entire business culture is TQM.

Total :Everyone involved inQuality :Continuously improving

service to customerManagement :with data and profound

knowledge

seven main components must be grounded1. Organization2. Total Employee Involvement3. Customer Focused4. Integrated Systems5. Strategic Planning6. Process Improvement7. Communication

TQM & ISO 9000Ron Kurtus - http://www.school-for-champions.com/

• Using ISO 9000 is analogous to planning your household finances and keeping your records straight for paying your bills and taxes.

• By becoming registered in ISO 9000, a company is verifying that it is fulfilling the general requirements for operating a business in an effective manner and comply to the standards.

• On the other hand, TQM is a way of running a business that concentrates on satisfying the customer. Its use will result in repeat and continued business. TQM should usually be started after a business properly documents its activities, as per ISO 9000.

TQE and ISO 9000 (TQM consultant)

• Any organization that has implemented the TQE planning process will have an easy time providing evidence to an auditor that the requirements of ISO 9000-2008 section 5 are being met.

• After referencing the TQE plan in their Quality Manual, they will only need to open the TQE plan to show that the organization's quality policy is clearly defined and communicated to everyone.

– Management responsibilities will be clearly identified by planning table owners.– A rigorous set of review tables will clearly show management's commitment and

involvement in managing the organization's quality policy.– In addition, TQE addresses the Corrective Action clause of section 8 of the standard. The

Abnormality Tables provides a link between corrective action and specific core processes and helps assure that problems are solved using the systematic PDCA cycle.

http://www.tqe.com/ISO.html

The End