Implementasi Kebijakan Sistem Manajemen Mutu (SMM) ISO 9001:2008 di Kolese Dharma Paramitha Studi Tentang Standarisasi Mutu Pelayanan Pendidikan di SMK Paramitha 1 Jakarta dalam Upaya Memberikan Kepuasan Kepada Pelanggan

Wani, Eksa Sari (2012) Implementasi Kebijakan Sistem Manajemen Mutu (SMM) ISO 9001:2008 di Kolese Dharma Paramitha Studi Tentang Standarisasi Mutu Pelayanan Pendidikan di SMK Paramitha 1 Jakarta dalam Upaya Memberikan Kepuasan Kepada Pelanggan. S2 thesis, Universitas Kristen Indonesia.

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Abstract

Penelitian ini berdasarkan belum efektifnya Implementasi Sistem Manajemen Mutu ISO 9001:2008 dalam upaya memberikan kepuasan kepada pelanggan di SMK Paramitha 1 Jakarta. Tujuan Penelitian ini adalah untuk mengetahui faktor-faktor yang mempengaruhi implementasi kebijakan SMM ISO 9001:2008 belum berjalan secara efektif, sehingga upaya standarisasi mutu pelayanan pendidikan kepada para siswa belum tercapai dan strategi apa yang harus diterapkan oleh Kepala Sekolah SMK Paramitha 1 Jakarta agar kebijakan tersebut efektif. Penulis menggunakan metode kualitatif dengan pendekatan deskriptif, pengumpulan data primer dilakukan dengan wawancara terhadap informan kunci yaitu Kepala SMK Paramitha dan informan lainnya yaitu Ketua Program Studi. Untuk menjamin keaslian informasi yang diperoleh dari informan kunci dilakukan triangulasi terhadap sumber data dan cara pengumpulan data yaitu dengan studi dokumen dan observasi. Di samping itu triangulasi juga dilakukan peneliti melalui konfirmasi terhadap informan kunci dengan angket yang disebarkan kepada guru dan siswa kelas XI dan kelas XII. Cara ini mengacu pada teori Creswell yang membenarkan data dengan cara kuantitatif dalam penelitian kualitataif atau yang disebut dominan kurang dominan. Hasil penelitian menunjukkan bahwa faktor komunikasi, sumber daya, sikap pelaksana dan struktur birokrasi menjadi faktor yang sangat berpengaruh terhadap efektivitas implementasi SMM ISO 9001:2008 di SMK Paramitha 1 Jakarta. Kata kunci Faktor komunikasi, sumber daya, sikap pelaksana dan struktur birokrasi menjadi faktor yang sangat penting dan berpengaruh terhadap efektivitas implementasi SMM ISO 9001:2008 di SMK Paramitha 1 Jakarta. / This research was concerned with the ineffective of ISO 9001:2008 Quality Management System implementations in an effort to give satisfaction to the customer in SMK Paramitha 1 Jakarta. The purpose of this research was to determine the factors that influence the implementation of ISO 9001:2008 QMS policies which have not been working effectively yet, in which the efforts to standardize the quality of educational services to students have not been achieved yet and what strategies should be implemented by the Principal of SMK Paramitha 1 Jakarta to the policies in order to be working effectively. In order to find out the factors, a qualitative method with the descriptive approach was employed. Interview with key informants, whom are the Principal of SMK Paramitha 1 Jakarta and Chairman of the Study Program, was done to get the primary data. To ensure the authenticity of the information obtained from key informants, triangulation of data sources was conducted, and then document study and observation were done to collect the data. Triangulation was also conducted with key informants confirmed by the questionnaires distributed to the teachers and students of grade XI and XII. In this research, the researcher adapted to Cresswell theory which confirms the data by means of quantitative in qualitative research or which is called dominant less dominant. The result of the research reveals that communication, resources, attitude of implementer, and bureaucratic structure become the critical factors to the effectiveness of ISO 9001:2008 QMS implementations in SMK Paramitha 1 Jakarta. Keyword Communication, resources, attitude of implementer, and bureaucratic structure become the critical factors to the effectiveness of ISO 9001:2008 QMS implementations in SMK Paramitha 1 Jakarta

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