Analisis Risiko Operasional Pelayanan Administrasi Akademik di Fakultas Ilmu Sosial dan Ilmu Politik Universitas Kristen Indonesia Berdasarkan Prinsip Good University Governance

Nainggolan, Berty Octavia (2022) Analisis Risiko Operasional Pelayanan Administrasi Akademik di Fakultas Ilmu Sosial dan Ilmu Politik Universitas Kristen Indonesia Berdasarkan Prinsip Good University Governance. S2 thesis, Universitas Kristen Indonesia.

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Abstract

Penelitian ini bertujuan untuk menggambarkan proses terjadinya risiko operasional dalam pelayanan administrasi akademik, mengidentifikasi kejadian tidak diinginkan, menilai dan menjelaskan proses terjadinya risiko operasional, mengasses besaran peluang dan dampak kejadian tidak diinginkan terjadinya risiko operasional, memitigasi risiko operasional pelayanan administrasi akademik. Tujuan pelayanan akademik adalah untuk melayani kebutuhan dosen dan mahasiswa terkait administrasi akademik maupun non akademik. Adapun target pelayanan tersebut untuk dapat memberikan pelayanan optimal dan tidak mendapatkan complain yang dapat dilihat dari survei kepuasan mahasiswa dan dosen yang diberikan setiap akhir semester. Kejadian tidak dikehendaki pada pelayanan ini adalah dengan adanya komplain terhadap pelayanan yang diberikan oleh dosen dan mahasiswa pada survey kepuasan. Tujuan penelitian ini ditentukan dengan mengidentifikasi kejadian tidak dikehendaki dalam pelayanan administrasi akademik di Fisipol. Penelitian ini menggunakan konsep Good University Governance, teori tata laksana (Stewardship Theory) dan menggunakan metode penelitian kualitatif dengan instrumen penelitian berupa kuisioner serta menggunakan analisis content dan model analisis Heat Map. Hasil penelitian yang didapatkan adalah pertama, terdapat beberapa kejadian tidak diinginkan yang teridentifikasi di bidang sarana prasarana, pengolahan data, keuangan, dan administrasi atau tata usaha tendik yakni pemberian tugas tambahan diluar tugas pokok, pemberian pekerjaan atau tugas yang tidak memiliki SOP secara berulang, gangguan sistem AIS, jaringan internet ataupun software dan interaksi dan komunikasi yang tidak berkualifikasi baik antara tendik dengan dosen dan mahasiswa serta pihak eksternal; kedua, terdapat 6 jenis risiko tertinggi yang masuk dalam kategori unacceptable yaitu (1) interaksi dan komunikasi di antara rekan Tendik dengan nilai 44,08 (2) interaksi Tendik dengan mahasiswa & dosen dengan nilai 40,50 (3) respon dan alasan pihak eksternal terhadap konfirmasi status biaya pembayaran uang kuliah mahasiswa dengan nilai 40,67 (4) kualitas dan alasan pihak eksternal menangani konfirmasi yang diperlukan dengan nilai 40,50 (5) kualitas respon pihak eskternal terhadap pengajuan Fakultas dengan nilai 57,58 (6) menangani pelaksanaan tugas saat interaksi dan komunikasi di antara rekan Tendik adanya gangguan covid-19 dengan nilai 41,80; ketiga, mitigasi peluang dan dampak dari kejadian tidak dikehendaki yang harus dilakukan adalah membangun interaksi dan komunikasi dua arah (two-ways communication) yang partisipatif, efektif dan responsif baik dari tendik, dosen, mahasiswa dan pihak eksternal dalam merespon atupun mengkonfirmasi kebutuhan yang diperlukan Fisipol. Kata kunci: Risiko Operasional, Pelayanan Administrasi Akademik, Good University Governance./ This study aims to describe the process of occurrence of operational risk in academic administrative services, identify undesirable events, assess and explain the process of occurrence of operational risks, assess the magnitude of opportunities and impacts of unwanted occurrences of operational risk, mitigate operational risks of academic administrative services. The purpose of academic services is to serve the needs of lecturers and students related to academic and non-academic administration. The target of these services is to be able to provide optimal service and not get complaints which can be seen from the student and lecturer satisfaction survey given at the end of each semester. Unwanted occurrences in this service are complaints about the services provided by lecturers and students in the satisfaction survey. The purpose of this study was determined by identifying undesirable events in academic administration services at Fisipol. This study uses the concept of Good University Governance, Stewardship Theory and uses qualitative research methods with research instruments in the form of questionnaires and uses content analysis and Heat Map analysis models. The results of the research obtained were first, there were several unwanted incidents identified in the fields of infrastructure, data processing, finance, and administration or administration of employees, namely the provision of additional tasks outside the main task, the assignment of jobs or tasks that did not have SOPs repeatedly, interruptions AIS system, internet network or software and unqualified interaction and communication between employees and lecturers and students as well as external parties; second, there are 6 types of the highest risk that fall into the unacceptable category, namely (1) interaction and communication between colleagues and employees with a score of 44.08 (2) employee interactions with students & lecturers with a value of 40.50 (3) responses and reasons from external parties on confirmation of the status of student tuition fees with a value of 40.67 (4) the quality and reasons for external parties handling the required confirmation with a value of 40.50 (5) the quality of external parties' responses to the Faculty's submissions with a value of 57.58 (6) handling the implementation tasks when interacting and communicating among colleagues. Employees with Covid-19 disturbances with a score of 41.80; third, mitigating the opportunities and impacts of unwanted events that must be done is to build participatory, effective and responsive two-way communication and interaction from employees, lecturers, students and external parties in responding to or confirming the needs needed by Fisipol . Keywords: Operational Risk, Academic Administration Services, Good University Governance

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