Perancangan Perbaikan Layanan Administrasi Fakultas Teknik Undip berbasis ISO 9001:2015

Abstract

Abstrak ISO adalah standar internasional Sistem Manajemen Mutu yang mencakup hampir semua operasi perusahaan, mulai dari pengembangan produk, pengadaan, produksi, pemasangan hingga layanan purna jual. Metode yang dipakai di penelitian ini dimulai dari melaksanakan pengumpulan data pendukung seperti hasil survei Penelitian ini dilakukan di Fakultas Teknik Universitas Diponegoro, dimana Fakultas Teknik Universitas Diponegoro Populasi di penelitian ini ialah mahasiswa fakultas teknik undip angkatan 2017 hingga 2019, yaitu 18.707 mahasiswa dan sampel peneitian ini sebanyak 392 mahasiswa. pelayanan administrasi di Fakultas Teknik Undip bisa diketahui jika semua dimensi mempunyai nilai negatif, dengan nilai kesenjangan tertinggi terdapat pada dimensi empati sebanyak -0,51. Kesimpulan dari pnelitian ini adalah memanfaatkan strategi kualitas layanan didasarkan pada 5 aspek dari kualitas pelayanan sendiri (reliability, responsiveness, assurance, emphaty, and tangible) dan penerapan sistem umpan balik pada pelanggan. Kata Kunci: Sistem Manajemen Mutu, ISO, Kualitas Layanan Abstrak ISO is an international standard for Quality Management System which covers almost all activities within a company, from product development, material purchasing, production, installation to post-sales service. The method used in this study started from collecting supporting data such as survey results. This research was conducted at the Faculty of Engineering, Diponegoro University, where the Faculty of Engineering, Diponegoro University. The population in this study were students of the Undip Engineering Faculty class of 2017 to 2019, namely 18,707 students and the sample of this study as many as 392 students. administrative services at the Faculty of Engineering Undip can be seen that all dimensions have a negative value, with the highest gap value found in the empathy dimension of -0.51. The conclusion of this research is to utilize a service quality strategy based on 5 aspects of service quality itself (reliability, responsiveness, assurance, empathy, and tangible) and the application of a feedback system to customers. Keywords: Quality Management System, ISO, Service Quality