Analysis of the Implementation of TQM (Total Quality Management) in the Sayang Warga Program’s Innovation (Case Study at the Kendangsari Subdistrict Office, Surabaya)
Analisis Penerapan TQM (Total Quality Management) Pada Inovasi Program Sayang Warga (Studi Kasus di Kantor Kelurahan Kendangsari Surabaya)
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(1) * Yusuf Hariyoko
Universitas 17 Agustus 1945 Surabaya
Indonesia
(2) Catur Ajeng Kartika Ria Universitas 17 Agustus 1945 Surabaya
Indonesia
(3) Fransiskus Ari Nugraha Universitas 17 Agustus 1945 Surabaya
Indonesia
(4) Vivtania Salsa Bella Universitas 17 Agustus 1945 Surabaya
Indonesia
(*) Corresponding Author
Abstract
Sayang Warga is a population service program provided by the Population and Civil Registry Service of the City of Surabaya. This program emphasizes coordination and collaboration between parties from sub-districts and RWs. The aim of this research is to analyze the implementation of the Sayang Warga Program’s using TQM analysis. This research uses a descriptive qualitative approach. The results show that Kendangsari Subdistrict, in implementing community care services, has implemented good leadership. Kendangsari Subdistrict carries out routine coordination and direction. The standard operating procedures (SOP) and output issued in the service are in line with expectations. Apart from that, the community's enthusiasm for serving citizens is also very large. What needs to be considered in this service are facilities and leadership whose achievements can be measured.
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Copyright (c) 2024 Yusuf Hariyoko, Catur Ajeng Kartika Ria, Fransiskus Ari Nugraha, Vivtania Salsa Bella
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