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PENYELENGGARAAN PELAYANAN PUBLIK PASCA SERTIFIKASI ISO 9001: 2000 (Studi di Instalasi Gawat Darurat Rumah Sakit Umum Haji Surabaya)

Sholeh, Mochammad (2008) PENYELENGGARAAN PELAYANAN PUBLIK PASCA SERTIFIKASI ISO 9001: 2000 (Studi di Instalasi Gawat Darurat Rumah Sakit Umum Haji Surabaya). Other thesis, University of Muhammadiyah Malang.


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Build a Government, in fact is to give serving for society. Government is not built to serve themselves, but to serve society and to fulfill the basic fight of society, such us security, welfare, healthy, education. In Indonesia, the obligation is mandate in constitution UUD 1945 section 28- 34 by explicitly, so nothing other word for government exception, try to make real by maximally with use all the resource. With other word, government have to be able realize justice, independent society and government have to be able give public serve by quality for society also. Society every time always claim public service which with quality from bureaucrat, though the demand often disagree with expectation because empirically public service that happened in this time still distinguish: twisting, tardy, tiring and costly. Tendency like this happened because society still positioned as party side which "serving" not served. Therefore, basically required reform public service by returning and sitting " steward" and which "served" to congeniality truthfully. Service which ought to be addressed to public society sometime at the opposite of becoming service of society to state, though state stand up in fact importance of society founding. Its meaning, real bureaucrat shall give best service of him to society. Everyday, society always demand good quality public serve from bureaucrat, although the demand often is not compatible with willingness because empirically serve public is came have today still have characteristic : twist in and out, latest, expensive and tiring. Tendency as that, because society still have contradiction as “a server” and is not “who is served”. In spite of, in the basic is needed public serve reformation by doing back meaning to pure “serve” and “who served is”. Actually served is served to common society, sometime is contradiction become society serve to state, although state is independent actually is society interest building. In the other word, actually bureaucrat has to give serving to society. That statement have grown in society about public serve, so peep out one of ways in public serve, such as: with realizing quality management system ISO 9001: 2000 in public serve management. ISO 9001: 2000 is international standard to quality management system. ISO 9001: 2000 specify conditions and recommendation to make picture and assessment from one quality management system, which the goal for guarantee that organization giving serving fulfill condition that have been mandated. Conditions have been mandated can become specific necessities from all the costumer or society. That research has been done in service unit IGD in hajj common hospital Surabaya. Is east java government‟s hospital, have realized management system ISO 9001: 2000. The goal from the research is for knowing serve management IGD in hajj common hospital Surabaya after get equivalence from ISO is international standard in management public serve. The way of encode for processing is done with observation, interview, and documentation. In other hand method who is used is descriptive with qualitative analysis. The result of the research is got conclusion that there is difference serve quality before ISO and after ISO. The difference is in serve procedure, serve respond time, serving quality/product, serving system also. Serve management IGD after realize ISO can be increase, in medium, physic, serve quality. So, can make increase society to coming. From the result of interview about patient satisfaction and patient„s family who get serving in IGD, they give assessment which enough satisfaction for all that is given, such as : source procedure serve timing, serve expense, serve quality or produce, serve medium, compete interest of serve giving also. But in other hand, there is several of patient and his family who still complained about serving who have been good. With there is ISO equivalence public can control functionary doing in serve unit. ISO equivalence is giving condition half to have quality standard to all functionary and the leader. They doing will evaluate periodically everything years. That evaluation for decide what the serve unit still fulfill ISO standard or no. If already not fulfill and nothing increasing as conditioned, equivalent will be lost. With ISO equivalent lost, functionary doing in serve unit badly then functionary in the past. Because of that, ISO equivalent can become tool for doing bureaucracy reform. Of course the end of gold is public serve quality increasing.

Item Type: Thesis (Other)
Subjects: J Political Science > J General legislative and executive papers
Divisions: Faculty of Social and Political Science > Department of Government Sience (65201)
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 13 Jun 2012 03:31
Last Modified: 13 Jun 2012 03:31

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