Total Quality Service:Implementasinya bagi Organisasi Publik  

Oleh:

Suaedi, Falih

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Spirit Publik: Jurnal Ilmu Administrasi vol. 4 no. 1 (Apr. 2008), page 15-24.
Topik: Total Qality Service; Excellent Service; Public Service; Public Organization

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: SS50.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

This article examines the issue of quality services in public organization. as we know that in general, defining quality in the public sector far more comlicated than in the private sector. failure in defining who are customers, what other interests or stakeholders that have right to be involves in public service delivery process, can cause the more "quality gap" between government as service provider and the expectations of citizens as customer. This paper proposes the important of total quality approach in public service that is called total quality service. The stressing point in total quality service approach are the need for customer's involvement, and all organization member's commitment. So by implementing total quality service approach, public oragnization promotes customer satisfactions and hence the more good image for those public institutions.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali