Sikap dan perilaku pegawai terhadap penerapan sistem manajemen mutu ISO 9001 di Badan Pelayanan Perijinan Terpadu (BP2T). Kasus Kabupaten Sragen Provinsi Jawa Tengah dan Kabupaten Sidoarjo Provinsi Jawa Timur
S. Gani, Darwis
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To improve the quality of public services delivered to the community, the Integrated Promotion, Investment and Licensing Board, Districts of Sragen and Sidoarjo have been implementing Quality Management System (QMS) ISO 9001 since 2002/2003. The implementation of ISO 9001 improves employees’ knowledge and expertise in the production process and services, the organization performance, and organizational competitiveness as well as changes the organizational culture and behavior of the people. However the success of implementing quality management system in shifting service paradigm of the employees are not followed directly by other districts around the country. Several problems arouse in the implementation of the QMS ISO 9001. The aims of the study are to: (1) identify factors influencing employees’ attitudes toward the implementation of Quality Management System and their behaviors toward public services quality; (2) analyze dominant factors that influence employees’ attitudes toward the implementation of QMS ISO 9001 and in delivering services to the community, (3) identify the emergence of quality culture, (4)) propose a model for sustainable QMS ISO 9001 implementation at BP2T, and (5) find strategy to make the QMS ISO 9001 implementation model achievable. Data collected on September 2011 and February 2012 by using several methods: questionnaire, interview, observation, and reviewing existing data and documents. Primary data were collected by using Group administered survey on 96 employees (government and non government). Data analyzed by using descriptive techniques and path analysis. The study shows that (1) commitment, formal educational background, employees’ learning styles, the way employees’ communicate in the learning process, and materials used in the learning process are the factors influencing employees’ attitudes toward the implementation of QMS ISO 9001; whereas intrinsic motivation, leader’s communication skills and commitment, learning approach, especially materials, methods of learning, employees’ cosmopolitanism, group interaction, and employees’ attitudes are factors influencing employees’ behaviors in delivering services to the community; (2) employees’ learning styles and materials used in the learning process are the dominant factors influencing employees’ attitudes toward the implementation of QMS ISO 9001; whereas intrinsic motivation, leader’s communication skills, materials that used in the learning process, and employees’ attitude toward QMS ISO 9001 become the dominant factors influence the employees’ behaviors in delivering services to the community; (3) indication of quality culture can be found in BP2T Sragen District and Sidoarjo District; (4) model to sustain the implementation of QMS ISO 9001 can be created by maintaining and increasing employees’ intrinsic motivation, improving leaders’ commitment and communication, and supported by appropriate learning approach; (5) strategy for implementing sustainable QMS ISO 9001 model can be achieved by (a) increasing commitment of collective leadership at local government, (b) providing organizational infrastructure and policies on reward systems, financial support, career development, and human resource development to increase intrinsic motivation, and (c) providing sufficient materials needed for self directed learning.
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