- compliance with requirements/demands,
- fitness for use,
- Repairs/improvements sustainable,
- free from damage/defects
- fulfilment of customer needs since the start and at any time.
Quality according to the Feigenbaum (1991):
"The quality of the overall characteristics of products and services include marketing, engineering, manufacturing, and maintenance, where products and services are in use will be in accordance with the needs and expectations of customers."
Quality definitions according to Joseph M Juran suggested:
"Quality is the same as the terms meet or misses a few of his condition, then a product or service is said to be not qualified. The requirements themselves are subject to change in accordance with the wishes of the customers, the needs of the Organization, Government sources and suppliers, technology as well as market or competitor. And interpret quality as something that determine customer satisfaction and changes in efforts towards continuous improvement ".
Service quality according to Lethimen Crosby and Wyckoff is:
"Adjustments to details where these qualities are seen as the degree of excellence to be achieved. Control is done continuously in the pursuit of excellence in order to meet the needs of service users ".
The characteristics of a quality service according to Osborne and Gebler (1995), and Bloom (1981) is: not procedural, distributed and decentralized, and oriented to the customer.
Then it can be concluded that the quality of service is a community of service satisfaction is received where the desired expectations in accordance with reality.
Rule of excellent service as follows:
1. Simplicity
Procedures of the public service is easy to understand and easy to implement.
2. Clarity
These include clarity in terms of:
a. the administrative requirements of the public service
b. work unit/the competent authority and shall be responsible for providing services
c. details of the cost of public services and the procedures for financing
3. the certainty of Time
Implementation of the public service can be completed within the allotted time.
4. Accuracy
Public service in products received correctly, right, and legitimate
5. Security
The processes and products of public service providing a sense of security and legal certainty
6. responsibility
Chief organizer of public services or officials in charge of the organisers go to Ministry and settlement of complaints/problems in the implementation of the public service.
7. Equipment and infrastructure
The availability of facilities and infrastructure work, work equipment and other support, including the provision of adequate means of telecommunications technology.
8. discipline, politeness and friendliness
The attitude and behaviour of staff in providing service to the community as a disciplined, polite and friendly as well as mutual respect and respect.
9. ease of access
In this case the venue and location as well as the means of service to be adequate, easily accessible by the public and can take advantage of communications technology and Informatics
10. Comfort
The Environment Ministry should be orderly, regular, is provided in the waiting area is comfortable, clean, and complete with supporting facilities services, such as parking and toilets.
11. the equitable
means that the service must be able to reach all layers of society through the fair and equitable distribution. The service does not differentiate a poor or rich, male or female, and no discrimination.
No comments:
Post a Comment