Jurnal- Yusron Tanzihan- Analisis Penerpan Sistem Manajemen Mutu Dalam Upaya Peningkatan Mutu Layanan LPSE Kota Bekasi

ABSTRACTTanzihan, Yusron. 2019. "Analysis of the Implementation of the Quality Management System on Quality Improvement of LPSE Kota Bekasi Services ". Thesis. Department of Public Administration. STIAMI Institute.Advisor Dr. Taufan Maulamin, SE, Akt, MMKeywords: Quality Management System, Service QualityThe impression of the public on the lack of good services provided by the government is still felt today because of that the author tries to explore whether there is an increase in the quality of LPSE Kota Bekasi services by implementing a quality management system, steps taken and supporting factors and barriers. The method used in the research is descriptive method with a qualitative approach, which describes data and facts in the form of words.The results showed that with the implementation of the quality management system ISO 9001: 2015 at LPSE Kota Bekasi, showed that there was an increase in service quality with indicators of increasing customer satisfaction, increased employee discipline, improved document tidiness, clear SOP of service, decreased frequency of system down and total decline down system time. In addition, there was also an increase in the achievement of the LPSE Kota Bekasi with several awards received both at the provincial level and at the national level. The supporting faculty is the existence of policies that are in line with the implementation of a quality management system, the availability of facilities and infrastructures, the availability of human resources, both quality and quantity. Whereas the inhibiting factor is the existence of contractual policies and the frequent assignments of LPSE employees.