Content uploaded by Haedar Muhammad Akib
Author content
All content in this area was uploaded by Haedar Muhammad Akib on Jun 22, 2017
Content may be subject to copyright.
QUALITY IMPROVEMENT STRATEGIES OF
ACADEMIC SERVICES AND STUDENT AFFAIRS AT
THE GRADUATE PROGRAM STATE UNIVERSITY
OF MAKASSAR, INDONESIA
Haedar Akib*, Rifdan and Muhammad Guntur
Abstract: This study aims to explain the strategy adopted in improving the quality of academic
and student services at the Graduate Program State University of Makassar (PPS-UNM). The
type of research is qualitative with phenomenological approach, and using the 5-D sequence.
The primary data sourced from observations and from informants, i.e., lecturers, including the
chairman of the study program (Master Program and the Doctoral Program), staff and students,
while secondary data sourced from the documents of the research object. The find show that the
approach of the strategy adopted in an effort to improve the quality of academic and student
services through: 1) Provision of Public Service Standard (SPP) and Standard Operating
Procedure (SOP); 2) Development of human resources (HRD) through education, his training
in the workplace and comparative studies as a benchmarking; 3) administrative services that
are effective, efficient, pleasant through the implementation of (abbreviate) the MITRA functions
- managerial, interpersonal, technical, routine, analytical; 4) The provision of services and
management information systems (MIS) based on information technology (IT); and 5) the
provision of facilities and infrastructure that support the smooth running of academic and
student services at PPS UNM.
Keywords: Quality Service Strategy, Academic Services and Student Affairs
INTRODUCTION
Law of the Republic of Indonesia Number 20 Year 2003 on National Education
System explained that every citizen has an equal right to obtain a quality education,
including citizens who have physical, emotional, mental, intellectual, and / or social
entitled obtain special education. To realize the mandate of the Act also stated that
the education budget by 20 percent from the Regional Budget (APBD) and the
State Revenue and Expenditure Budget (APBN).
The Government developed a national education system implemented
systematically starting from primary school to university. Education is basically
human needs in managing their lives towards a better (Roza, 2007: 303). Therefore,
education should be implemented as much as possible so as to create an atmosphere
I J A B E R, Vol. 13, No. 4, (2015): 2019-2027
* Professor of Public Administration State University of Makassar
2020 �Haedar Akib, Rifdan and Muhammad Guntur
conducive to supporting the achievement of the goals of national education ranging
from primary education to higher education.
Higher education as a system, in which there are multiple subsystems mutually
influence each other, particularly the lecture system. Lecture system is influenced
by the success of the learning process (PBM) and the process of academic
administrative services are an important part of higher education, because it will
ultimately affect the results (output) of an educational process. In other words,
whether or not the PBM runs at a higher education institution also influenced by
academic and student administration system in it.
Graduate Program (PPS) State university of Makassar (UNM) is an institution
of higher education under the auspices of the UNM which provide educational
services to the level of Master (S2) and Doctoral (S3), founded May 31, 1997. PPS
UNM’s vision is “To be the leading Graduate Programs in education, research,
and community service “. PPS UNM is an educational institution which is composed
of seven (7) Doctoral studies programs and fourteen (14) Master study programs.
To support a variety of activities in each program of study at PPS UNM provided
academic and student services for the academic community. In addition, provided
educators (lecturer) and staff (clerks staff) were able to provide satisfactory or
“happy” service (Akib, 2013) to students. On the provision of services in PPS UNM
provided educators (lecturers) which consists of internal UNM lecturer, external
lecturers and practitioners of government to support the implementation of optimal
PBM and quality. Meanwhile, to support the provision of academic and student
services as one of the factors that determine the success of PBM in PPS UNM then
supplied educational staff (administrative staff) in the form of staff.
In principle, academic services to students in a professional needs to be
improved. It is based on the fact that students demanding quality service is service
that can meet the desires or needs, particularly services related to the “smoothness”
in other term the students have exelant services from the academi services of his
studies, but if observed that desire in mind that there are still many students who
complained about the discrepancy of services provided by the educational staff at
PPS UNM (Preliminary Study Results through observation and interviews, 2014).
Similarly, in the lecture, ranging from the provision of academic services at the
registration until the execution Exam Thesis or Doctoral Dissertation and promotion,
there are students who are experiencing service problems, because the quality of
care received is not as expected. According Bensimon (1995: 593) and Russell and
Taylor (2000: 78), quality must be based on customer satisfaction. Customers see
the quality of the characteristics that should be accepted which includes values,
suitable for use, support, and psychological impression that everything is perceived
dynamically. Meanwhile, meaning the quality of the customer obtained from the
comparison between expectations about services and assessing the reality of services
received. Therefore, it is assumed that the provision of quality academic and student
Quality Improvement Strategies of Academic Services and Student... �2021
can support substantive activities (PBM) in the PPS UNM and ultimately support
the improvement of the quality of education at UNM.
The question is why the quality of public services (services of academic and
student affairs) at PPS UNM is still problematic, although higher education
institutions and postgraduate taught various fields of science, technology and the
art of serving the public, and most importantly the PPS UNM should be an example
or role model in the implementation of the strategy right in the provision of excellent
service to the academic community.
RESEARCH METHODS
This type of research is qualitative (Gravetter and Forzano, 2012: 158) which is based
on observation and other data collection techniques to understand, explain, interpret
and report the results of research, with phenomenological approach (Suyanto, 2011:
166-167) on the behavior of service providers or what is said and done. This research
activity also uses a process sequence of 5-D (cited in Buerkler, 2013) which includes
the steps of: 1) Defining the objectives and the research questions, 2) Designing the
research, 3) data collection, 4) Data Analysis, and Documentation. The location of
research in the Graduate Program Office, State University of Makassar (PPS UNM).
The primary data sourced from observation and from a number of informants
consisting of lecturers or professors, including the chairman of the study program
Master Program (S-2) and Doctorate Program (S-3), the staff as a service provider,
and students PPS UNM, while secondary data sources of documents relating to the
object of research. Data were analyzed descriptively qualitative.
RESULTS AND DISCUSSION
Quality of service has long been used as a focus of discussion the experts, among
others, August William Smith who understand service systems as elements of a
systematic method of management and administrative functions (read: Sutherland,
1978: 84); Christian Grönroos introduce the concept of quality in the locus of service
through his writings titled “Quality Comes to Service”; A. Blanton Godfrey with
Edward G. Kammerer wrote about “The Five Myths About Service Quality”; D.
Wotis Wolkins wrote about the “Service Quality Principles”; Paul Kahn developed
the “Service Quality as Strategy” (cited in Scheuing and Christopher, 1993: 4, 17,
55, 69). Then Bensimon (1995: 593) examines the suitability of the adaptation of
Total Quality Management (TQM) in college. Other experts also give an idea about
the quality of service with a different focus and locus is Dickinson (1999: 8) who
wrote the services in the public sector (eg. postal service) and private sector services
as activities of the organization as an effort to “Creating Customer Focused
Organizations.” Similarly, Stenberg and Austin (2007: 1), which discusses Managing
Local Government Service which basically reinforce understanding of the need for
strategic planning and public service system that is efficient, effective, and qualified.
2022 �Haedar Akib, Rifdan and Muhammad Guntur
The views of experts will serve as a reference in the implementation of the
strategy to explain quality improvement of academic services and student in the
Graduate Program State University of Makassar (PPS UNM). In fact, systems and
procedures or mechanism of work applied to the PPS UNM is a reference for service
providers, as well as indicators of strengths and weaknesses in the management of
academic and student services. Thus, the fact that is suitable to the view of Otis D.
Wolkings (Scheuing and Christopher, 1993: 72) on the role of organizers or service
providers in implementing the “quality strategy” through education as one of the
six principles of quality.
One of the advantages of the management and service providers at PPS UNM
is the ability to recruit new students in large numbers from various disciplines to
compete and be accepted as a student, and at the same time have the human
resources (HR) (educators / Lecturer and staff) are capable in their respective fields.
HR capability is supported by the implementation of human resource development
strategy. Rothwell et al (2000: xx) says that HRD is a systematic process to find and
analyze the significance of HR performance gap (Zeithaml et al, 1990: 89), human
resource planning performance improvements in the future, the design and
development of an efficient and ethical activities in the implementation and
evaluation of results. This is similar to the view Werner and DeSimone (2009: 10)
regarding his training and development as one of the human resource development
(HRD) function. However, PPS UNM also has weaknesses in managing and serving
students who are numerous. Weaknesses and challenges faced by PPS UNM is the
provision of academic and student service quality as perceived by the informant
and the recipient of the service that the students are part of the internal customer
PPS UNM needs to be serviced by qualified, that is efficient, effective, professional,
and sustainable. This informant view in accordance with the understanding
Dickinson (1999: vii) regarding the “growth through customer satisfaction.”
Dickinson explains that by focusing on satisfying customer needs, the organization
will automatically be more productive in the strive for human resources and
technologies are applied according to customer requirements.
In order to follow up on any weakness faced by PPS UNM management,
developed relevan strategies that can deliver the best direction for students,
educators (Lecturer and Professor doctoral degrees), staff and society. Strategic
effort applied are: 1) providing Public Service Standards and Standard Operating
Procedures (Minister of Administrative and Bureaucratic Reform (PERMENPAN
dan RB) Number 7 of 2010 on Guidelines for Assessment of Performance Unit and
the Public Service and PERMENPAN dan RB No. 35 Year 2012 on Guidelines SOP
Government Administration; 2) develop the competence of human resources, based
on the view Werner and DeSimone, 2009: 10); 3) provide effective administrative
services in accordance MITRA (abbreviation) functions - managerial, interpersonal,
technical, routines, and analysis (Quimble, 2004); 4) provides the services and
Quality Improvement Strategies of Academic Services and Student... �2023
management information systems (MIS) quality, effective and efficient (based on
the views O’Brien, 2013: 339, and 5) providing learning facilities and infrastructure
are adequate. The selected strategy is expected to have an impact on improving
the quality of academic and student services at PPS UNM.
1. Provision of Public Service Standard (SPP) and Standard Operating
Procedure (SOP): Public services are implemented in every government agency is
actually based on a reference standard of public services, abbreviated as SPP. It is
important to remember normatively been regulated in the laws and regulations on
various levels (Regulation of Minister of Administrative and Bureaucratic Reform
(PERMENPAN and RB) No. 7 of 2010 on Guidelines for Assessment of Performance
Unit and the Public Service PERMENPAN and RB No. 35 2012 on Guidelines for
Preparation of SOP Government Administration). Similarly, to start an activity
required an initial plan that is able to provide referrals to service providers in order
to provide services in an efficient, effective, and sustainable. One of the things that
have been done by PPS UNM is to provide standard operating procedures (SOP),
but not yet complete for all work units, so that the implementation has not been
effective, sometimes wasteful of time and procedures there are convoluted.
2. Provision of Human Resources: Provision and development of human
resources strategy is conceptually based on the view Robert J. Sternberg (cited in
Elliot and Dweck, 2005: 17) regarding increased ability into competence and
competencies into expertise. In fact, the human resources owned by PPS UNM, as
well as at other higher education institutions, covers two categories of educators
(lecturer) and staff (clerks staff), with various types of academic activities and
administrative services are performed. The provision of appropriate strategies
educators taught field is still very necessary in order to provide the best learning
to students. Moreover, that the lecturers in delivering course material capable of
linking the course material with the research that has been done. Another important
strategy undertaken by PPS UNM management for lecturers is directly and
indirectly support the professional development (lecturer) in a sustainable manner.
Thus, it is understood that although the provision of competent human resources
at PPS UNM is not optimal but already the direction of the pattern introduced by
Stenberg.
In order for the lecture (PBM) and lecturer research is more meaningful to the
students of the strategy of engagement (participation) students in lecturer research,
as a minimum data collectors (enumerators) is apt to provide experience and
learning for students so that no trouble making a scientific paper in the form of a
thesis or dissertation for the completion of his studies. Meanwhile, for education
personnel at PPS UNM, has implemented a strategy to be more competent in human
resource development serve the academic community by doing training and study
in accordance with the field work, so that staff are motivated to do (perform) better.
Human resource development strategy has been appropriate to raise morale and
2024 �Haedar Akib, Rifdan and Muhammad Guntur
services provider to students. Benchmarking strategy is in line with the view
Bensimon (1995: 594) and Werner and DeSimone, 2009: 4), the difference is in the
form of PPS UNM promote comparative studies while Werner and DeSimone main
focus is currently on workplace learning and performance. Further Werner and
DeSimone stated that human resource development seeks to develop the
knowledge, skills, productivity, and satisfaction for individuals (people), groups
and organizations, and even the community, the nation, and ultimately all
humanity. Then, experts (Rothwell, 2000; Elliot and Dweck, 2005; Werner and
DeSimone, 2009) agree that there are different approaches appropriate strategies
applied in developing the HR organization, including college and graduate
programs, including through education, his training, mentoring, coaching,
upgrading, and so on. HRD strategies conducted at PPS UNM has been
implemented, but not maximized.
3. Effective Administrative Services: Effective provision of administrative
services performed by changing systematically the various components of the
administrative tasks and units of academic and student services available at PPS
UNM. System changes made in the improvement of the system at the service
counters which have been considered not able to provide excellent service to
students. Efforts were made according to the needs and complaints of students
who submitted. According to the PPS UNM management to anticipate complaints
that students needed a modern office administrative service system that effectively
and efficiently. According Quimble (2004) that the model of modern office
administration systems include managerial, interpersonal, technical, routines, and
analysis functions, or abbreviated MITRA.
Although all the MITRA functions not ye optimally run on PPS UNM, but one
of the systems that support the effectiveness of the implementation of the MITRA
functions is to provide staff to provide services for students at each course of study,
so that staff focus to carry out their duties and functions. Provision of staff is the
realization of managerial functions by the management PPS UNM, in the form of
distribution of staff in various work units, so that routine tasks are done with the
support of infrastructure and existing technology enables technical functions
implemented. Similarly, human relations horizontally and vertically fellow
academicians PPS UNM created as a form of implementation of the interpersonal
function, and ultimately became the subject of analysis PPS UNM management as
the responsible execution of MITRA functions. In other words, the provision of
staff-based courses in addition to supporting the implementation of the MITRA
functions, also facilitate coordination between PPS UNM-led (horizontal
coordination) and between leadership and staff (vertical coordination) in addressing
and resolving issues of administrative services and student faced.
4. Services Information Systems and Management: Services and management
information systems (MIS) at PPS UNM has not been implemented effectively.
Quality Improvement Strategies of Academic Services and Student... �2025
This can be seen in such things as: a) Internet access that is sometimes problematic,
b) the information presented there is sometimes not up-to-date, c) integrated service
of acacemic management information systems (SIMPADU) which is sometimes
not effective, d) the availability of online data that is still minimal. Based on that
reality is required a systematic coordination, so that the information and
management services can run well. Conceptually, in line with the view of Maracas
and O’Brien (2013: 6-7) on the main areas of information systems knowledge needed
by professionals or service providers, as well as the application’s main functions
and role of management information systems, namely the information systems
that support the process and activities of the organization, decision-making, and
the competitive advantage of the organization. Based on these three functions are
then implemented in PPS UNM is only the first function and the second, while the
third is not even a concern by the competent authorities.
5. The provision of facilities and infrastructure: In addition to the constructive
steps PPS UNM management, during this time the management, especially the
assistant director of administration and finance continued to pursue the provision
of adequate infrastructure in the implementation of academic and student services.
Providing facilities for students already show the development and progress today.
This is the right strategy and the choice should be maintained, but this is a problem
for these facilities was less able to be maintained. In other words, the maintenance
of facilities and infrastructure strategies of academic and student at PPS UNM is
low or not maximized. As a result, a lot of infrastructure that is “broken
prematurely” or dormant in treatment, there is even a type of facility that is too
late to repair the PPS UNM management. So, conceptually strategy effective
administrative services in accordance with the views Zeithaml et al (1990: 91), but
the difference is in the maintenance and control functions in PPS UNM, not efficient.
Based on the description, presented a prototype model of appropriate
strategies approach to improve the quality of academic service and student affairs
(see figure 1).
Figure 1: Service Quality Improvement Strategy of Academic and Student Affairs
2026 �Haedar Akib, Rifdan and Muhammad Guntur
CONCLUSION
Strategies approach adopted to improve the quality of academic service and student
affairs at PPS UNM has been basically in accordance with the views of experts,
with different quality dimension in five aspects: 1) the provision of Public Service
Standards Strategy and Standard Operating Procedures have not been fully
effective; 2) Human resources Development Strategy through education, training,
mentoring, coaching, and comparative studies as a benchmark implemented but
not maximized and sustained; 3) Strategies administrative services through
applying the MITRA function - managerial, interpersonal, technical, routine,
analytical implemented but not yet effective and efficient; 4) Strategies service
provision and management information systems based on information technology
applied quite effectively and efficiently; and 5) the provision of facilities and
infrastructure strategy is quite effective in supporting the smooth process of
academic and student services at PPS UNM. Research recommendation is focused
on the revitalization strategy to the all functions of academic services and student
affairs.
References
Akib, Haedar. Membangun Citra Pelayanan Publik “Membahagiakan” Berbasis Kompetensi dan Kinerja
Aparatur. Orasi Ilmiah disampaikan pada Wisuda Sarjana Sekolah Tinggi Ilmu Administrasi
(STIA), Yayasan Pendidikan dan Pembangunan Indonesia (YAPPI), di Hotel Singgasana
Makassar, 16 Novemver 2013.
Bensimon, Estela Mara. “Total Quality Management in the Academy: A Rebellious Reading”,
Harvard Educational Review, Volume 65, Number 4, Winter 1995.
Buerkler, Erich. “Critical success factors for joint innovation”, The Innovation Journal: The Public
Sector Innovation Journal, Vol. 18 Number 2, 2013, article 8.
Dickinson, Brian. (1999), Creating Customer Focused Organizations. Mumbai, India: Jaico
Publishing House.
Elliot, Andrew J and Carlos S. Dweck (editor). Handbook of Competence and Motivation. New
York, London: the Guilford Press.
Grafetter, Frederick J and Lori-Ann B. Forzano. (2012), Research Methods for the Behavioral Science.
International Edition. Canada: Wadsworth, Cengage Learning.
Kinicki, Angelo and Brian K. Williams. (2011), Management, A Practical Introduction. New York:
McGraw-Hill Companies, Inc.
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 7 Tahun
2010 tentang Pedoman Penilaian Kinerja Unit Pelayanan Publik.
Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 35 Tahun
2012 tentang Pedoman Penyusunan SOP Administrasi Pemreintahan
Roza, Prima. “Pendidikan dan Mutu Manusia”, Jurnal Sosioteknologi, Edisi 12 Tahun 6, Desember
2007, diakses 7 Juli 2015.
Quality Improvement Strategies of Academic Services and Student... �2027
Rothwell, William J, Carolyn K. Hohne and Stephen B. King (editor). (2000), Human Performance
Improvement. Houston, Texas: Gulf Publishing Company.
Russel dan Taylor. (2000), Operations Management. New Jersey: Prentice-Hall Inc.
Scheuing, Eberbard and William F. Christopher (editor). (1993), The Service Quality Handbook.
USA: American Management Association (AMACOM).
Schilling, Melissa. (2013), Strategic Management of Technological Innovation. New York: McGraw-
Hill Company, Inc.
Stenberg, Carl W and Susan Lipman Austin. (2007), Managing Local Government Services.
Washinton D.C.: ICMA Press.
Sutherland, John W and Augusto Legasto Jr. (editor). (1978), Management Handbook for Public
Administration. USA: Litton Educational Publiching, Inc.
Suyanto, Bagong dan Sutinah. (2011), Metode Penelitian Sosial: Berbagai Alternatif Pendekatan.
Jakarta: Kencana Prenada Media Group.
Undang-Undang (UU) Republik Indonesia Nomor 20 Tahun 2003 tentang Sistem Pendidikan
Nasional. Jakarta: Kementerian Pendidikan Nasional Republik Indonesia.
Zeithaml, Valerie A, A. Parasuraman, dan Leonard L. Berry. (1990), Delivering Quality Service,
Balancing Customer Perceptions and Expectation. New York: the Free Press., A Division of
Macmillan, Inc.
