Performance of Processes in Quality Management of Companies Providing Services

Improving the quality of products, services and processes is currently very important for building of the competitiveness of businesses on the markets. The aim of this paper was to propose a framework standardized model for measuring and evaluating of processes` performance in quality management for companies providing services. An empirical study in practice of Slovak businesses preceded the design of this model. The level of understanding and the use of methods and tools for measuring and evaluating of processes performance in the area of quality were mapped through a questionnaire survey. This model reflects a run of single processes, activities and sequences that are necessary to be solved in the frame of implementation and improvement of quality in businesses providing services, through the use of appropriate methods and tools. It also captures the interaction of the customer in the process of service providing, the impact of customer on the quality of service and the evaluation of customers` satisfaction.© 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of Academic World Research and Education Center. Keywords: Quality management; Processes; Performance; Companies providing services; Model

Penerapan Sistem Manajemen Mutu Iso 9001:2008 Dalam Pelayanan Publik Di Pt. Pln Rayon Mattoangin

This study aimed to describe the quality of management system ISO 9001: 2008 in the public service of PT PLN (Persero) Mattoangin district. Type of this research was quantitative descriptive with 30 employees as respondents. Technique of data analysis used is descriptive statistics. The results shown that the application of the principles of ISO 9001: 2008, for PT PLN (Persero) public serviced in South Makassar area at Rayon Mattoangin in general be categorized very high.the indicator that included in the category of very higt, among others, the indicators that observed in the variablewas an indicator focus on the customer, indicators of employee involvement, process approach, approach to the management system, continual repair, factual approach to take decision, mutual relationships with suppliers.The only one category that included in high category, that is a leadership. Keywords: quality management system, public service Penelitian ini bertujuan untuk mengetahui gambaran penerapan sistem manajemen mutu ISO 9001:2008 dalam pelayanan publik PT PLN (Persero) Rayon Mattoangin. Jenis penelitian ini adalah deskriptif kuantitatif dengan responden sebanyak 30 orang karyawan.Teknik analisis data yang digunakan adalah statistik deskriptif. Hasil penelitian menunjukkan bahwa penerapan prinsip-prinsip SMM ISO 9001:2008. Dalam Pelayana Publik PT PLN (Persero) Area Makassar Selatan Rayon Mattoangin secara umum di kategorikan sangat tinggi. Indikator yang dikategorikan sangat tinggi antara lain indikator fokus pada pelanggan, indikator keterlibatan karyawan, pendekatan proses, pendekatan pada sistem manajemen, perbaikan terus menerus, pendekatan faktual pada pengambilan keputusan, hubungan yang saling menguntungkan dengan pemasok. Hanya satu kategori tinggi, yaitu kepemimpinan. Kata kunci: sistem manajemen mutu, pelayana publik

The THE EFFECT OF QUALITY MANAGEMENT, ORGANIZATIONAL CULTURE AND PROFESSIONALISM

This research was aimed to determine the effect of quality management, organizational culture, and professionalism against the lecturer’s caring. The quantitative research approach using a survey method and technique of path analysis. The population was the lecturer of Bina Nusantara University and 166 lecturers were taken as samples and selected using stratified random sampling. The result of data analysis showed that quality management, organizational culture, and professionalism have a direct positive effect on the lecturer’s caring. Quality management and organizational culture, have a direct positive effect on the professionalism and quality management, has a direct positive effect on the organizational culture. Therefore, to improve lecturer’s caring of Bina Nusantara University, the quality management, organizational culture, and professionalism should be improved. Keywords: Quality management, organizational culture, professionalism, and lecturer’s caring.

MANAJEMEN MUTU GURU PONDOK PESANTREN

<p><em>Islamic boarding schools in Indonesia as an educational institution of its existence is enough very old. Along the way, many changes occur, both positive and negative. But the development of the boarding school in the archipelago as the oldest educational institution does not have a significant correlation with the strength or menejemennya progress. Boarding schools have ups and downs, from the colonial period, independence, until the time of the current reform. Kyai as a helm, multifunctional duties, as a teacher, preacher, and managers. As a manager it must improve the quality mutu.Tuntutan better than any cleric become a requirement for boarding institutions. Quality in the sense of the word, they can work with professionals, in accordance with the functions and responsibilities. So also for the leadership of the boarding school can work in a professional manner to meet the needs of the professionalism of teachers, good service, education, health, facilities, and no less important is the economic aspect or the necessities of life of current and future</em><em>.</em></p><p><em>Keywords: Quality management, ustadz, pesantren</em></p>