PROBLEMATIKA PENERAPAN FORMULA PELAYANAN BERKUALITAS PADA SEKTOR PUBLIK DI INDONESIA

##plugins.themes.bootstrap3.article.sidebar##

PDF
Published: May 23, 2019
DOI: https://doi.org/10.31113/jia.v6i2.353
Keywords:
total quality management public service quality public sector.

##plugins.themes.bootstrap3.article.main##

Sudarmo Sudarmo

Abstract

The implementation of Total Quality Management (TQM) in attempting to meet quality service in public sector in Indonesia is still problematical, mainly due to family-oriented bureaucracy behavior, incompatibility between praxis of TQM and that of public sector and practices of patrimonial management. These impediments
can be reduced by keeping various kinds of commitments in terms of cultural changes, top management involvement totality, total quality-behavior oriented, time, and financial sources. In addition, commitment to reform the moral and ideology of the ruler and decision makers as well as their political will to materialize it is obviously required. Despite difficulties in changing organization culture, some ways offer a solution. Organization culture toward quality service can be changed by restructuring the organization, improving property rights, deploying new managers, and tightly scheduling the period of time in implementing TQM.

##plugins.themes.bootstrap3.article.details##

How to Cite
Sudarmo, S. (2019). PROBLEMATIKA PENERAPAN FORMULA PELAYANAN BERKUALITAS PADA SEKTOR PUBLIK DI INDONESIA. Jurnal Ilmu Administrasi: Media Pengembangan Ilmu Dan Praktek Administrasi, 6(2), 04. https://doi.org/10.31113/jia.v6i2.353
Issue
Vol. 6 No. 2 (2009): Jurnal Ilmu Administrasi
Section
Articles

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  2. The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
  3. Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.

References

Cohen, S. and Brand, R. Total Quality Management in Government: A Practical Guide for the Real World.

San Fransisco: Jossey-Bass Publishers.

Goetsch, D. L. and Davis, S. 1995. Implementing Total Quality. Englewood Cliffs, NJ: Prentice-Hall

International, Inc.

Hicks, H. G. and Gullet, C. R. 1983. Organizations: Theory dan Behavior. Auckland: McGraw-Hill

International Book Company.

Jones, G. R. 1995. Organizational Theory, Text dan Cases. New York: Addision-Wesley Publishing

Company.

Morgan, C. and Murgatroyd, S. 1994. Total Quality Management in the Public Sector: An International

Perspective. Buckingham: Open University Press.

Osborn, R. R., Hunt, J. G., and Jauch, L. R. 1980. Organization Theory: An Integrated Approach. New

York: John Wiley and Sons.

Riggs, F. W. 1971. The Sala Model: An Ecological Approach to the Study of Comparative Administration. In

Nimrod R. (ed.), Readings in Comparative Public Administration. Boston: Allyn dan Bacon, Inc.

Robbins, S. P. 1990. Organization Theory, Structure, Design, and Application. Englewood Cliffs, NJ:

Prentice Hall, Inc.

Rose-Ackerman, S. 1999. Corruption and Government: Causes, Consequences, and Reform. Cambridge:

Cambidge Universty Press.

Sudarmo. 2003. Penerapan Total Quality Management (TQM) dalam Organisasi Birokrasi Sala. Jurnal

Dinamika, Vol. 3 (1), p. 26-41.

Sudarmo. 2004. Birokrasi Publik Dalam Masyarakat Prismatik: Kendala dan Upaya membangun Budaya

Pelayanan Publik yang Berkualitas, dalam Administrasi Pelayanan Publik: Antara Paradoks dan

Harapan Masa Depan. Surakarta: Pustaka Cakra Surakarta. p. 1-29.

Sudarmo. 2008. Governance of Solo’s Street Vendors: Critical Analysis Based on Empirical Research

(Unpublished Ph.D Thesis). Adelaide: Flinders University.

Sudarmo. 2008a. Perspectives On Governance: Towards An Organizing Framework for Collaborative and

Collective Actions. Spirit Publik Jurnal Ilmu Administrasi, Vol. 2 (2) , p. 113-120.

Sudarmo. 2008b. Social Capital untuk Community Governance. Spirit Publik Jurnal Ilmu Administrasi,

Vol. 4 (2) , p. 101-112.

Sudarmo. 2008. Participation in Development under Powerful Stakeholders’ Control: Case of Relocation of the

Gotong Royong Street Vendors in Surrounding Manahan Stadium Region. Jurnal Pembangunan

Wilayah dan Perencanaan Partisipatif, Vol. 2 (3) , p. 133-142.