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Kebijakan dan Manajemen Publik

ISSN 2303 - 3411

Vol. 5 / No. 1 / Published : 2017-01

TOC : 8, and page :68 - 78

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Original Article :

Evaluasi implementasi 7 prinsip sistem manajemen mutu iso 9001 : 2008 dalam penanganan keluhan di pdam kota surabaya

Author :

  1. Fikri Rifqi*1
  1. Mahasiswa Fakultas Ilmu Sosial dan Ilmu Politik

Abstract :

The public service has become a central issue which has forced the state institutions and the community toimprove as well as possible in it’s implementation. In Indonesia, the performance of government agencies toprovide public services is considered to be increased although still not in accordance with the expectations ofsociety. One of the improvements in public services is emerging government agencies achieved ISO 9001: 2008.PDAM Surabaya as water providers that operate under the Surabaya City Government is an institution thatreceived ISO 9001: 2008. There are many complains from customer which using clean water from PDAM suchas leaking pipe, water wont come up, and the most often complain are the water still dirty and smells not goodand not appropriate to consume. which is why PDAM need to provide appropriate customer service which couldaccomodate customer complain more effisiently and precise. There are some question emerged when it happenwhich is, whether the complaint handling services in PDAM kota Surabaya already using the seven principles ofISO 9001: 2008, which is focusing in customer, leadership, personel responsibility, sistematic approach,continuous perfection, and factual enclosing when it comes to decision making. There are some conclusion fromthe data which been collect from the using of the method that already mentioned above shows that the qualitymanagement system ISO 9001: 2008 in complaint handling service of PDAM Surabaya has been implemented inaccordance with the seven principles of ISO 9001: 2008. But there are some problems in implementation. someof the complaints resolution process in the technical viewable to identify the customer complaints process hasbeen effective, but in the implementation on the ground is still found obstacles that lead to the customer was notsatisfied with the services provided by PDAM Surabaya in the resolution of complaints.

Keyword :

ISO 9001:2008, Customers complain handling service,


References :

  1. Arikunto dan Jabar, (2008). Evaluasi Program Pendidikan, Pedoman Teoritis Bagi Praktisi Pendidikan. - : Jakarta: Bumi Aksara


   


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