PELAYANAN PRIMA PER.6

145 Komentar / Oleh /

24/November/2023

Pertemuan – 6

STANDAR DAN MUTU PELAYANAN PRIMA

Kebutuhan/keinginan selalu berubah setiap waktu, salah satu contoh smartphone semakin tinggi kebutuhan/keinginan seseorang kepada smartphone maka pihak produsen harus mengikuti perkembangannya agar produknya tidak tertinggal oleh pesaing lain, menjadi lebih baik, lebih cepat, lebih terbaru, lebih murah dan lebih mudah sederhana.

Perbaikan berkesinambungan, terus menerus pada mutu produk barang/jasa, sdm, lingkungan organisasi. Standar pelayanan tercipta dari harapan harapan pelanggan yang mampu memenuhinya. Dibutuhkan komitmen terhadap perbaikan yang terus menerus, tidak mudah untuk mencapai kualitas yang baik tanpa adanya komitmen yg panjang terhadap perbaikan. Dibutuhkan kerja sama tim sebagai tolak ukur bagaimana mutu dari lingkungan organisasi dapat berpengaruh pada kinerja karyawannya.

Apa yang telah dijelaskan diatas adalah salah satu upaya pengeoptimalan TQM. TQM (Total Quality Mangement) adalah paradigma baru dalam manajemen yang berusaha memaksimumkan daya saing organisasi melalui perbaikan secara berkesinambungan atas mutu barang, jasa, manusia, dan lingkungan organisasi.

Hal – hal yang diperhatikan dalam TQM : Berfokus pada Pelanggan, Obsesi Terhadap Mutu, Pendekatan Ilmiah, Komitmen Jangka Panjang, Kerjasama Tim, Perbaikan Sistem Berkesinambungan, Pendidikan dan Pelatihan.

Kepuasan Pelanggan dipicu oleh bagaimana kinerja dapat memenuhi harapan pelanggan yang menjadikan mereka ada pada tingkatan kecewa(tidak puasa), puas dan sangat puas. Harapan pelanggan yang sederhana ada pada pandangan “must have” atau “take it for granted”, kemudian ada pula pandangan pelanggan selanjutnya yang tercermin pada spesifikasi tertentu yang ada pada produk/pelayanan dan ada juga pandangan pelanggan yang menuntut sesuatu yang membuatnya senang dan tertarik.

Dipenuhinya kebutuhan pelanggan internal (karyawan) masih memungkinkan pelanggan internal dapat maksimal dalam melayani pelanggan eksternal, maka dari itu budaya organisasi membutuhkan manajemen mutu pada lingkungan organisasi. Salah satu contoh : budaya senyum sapa salam.

 

Standard dan Mutu Pelayanan Prima : Ketepatan Waktu, Akurasi Pelayanan, Kesopanan dan Keramahan, Tanggung Jawab, Kelengkapan Kemudahan Mendapatkan, Pelayanan Variasi Model Pelayanan, Pelayanan Pribadi, Kenyamanan, Atribut Pendukung.

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