| dc.description.abstract | ABSTRACT The reform of public service has not been implemented quite well in the public organization on many regencies, while the global competition and demand from the society challenge them to improve the bureaucratic capacity and become more transparent, rational, more efficient, also more responsive for public interest. Applying Quality Management System (QMS) ISO 9001:2008 is one way to succesfully improve the bureaucratic capacity. This research is explaining the readiness of applying the certification of QMS ISO 9001:2008 in the One Roof System (SAMSAT) on Bangka regency regarding the organizational motives, the expected benefits, and the obstacles in order to achieve it. This research is a descriptive research with the qualitative approach and case study method. Data were collected from in-depth interviews, observation of the service activities and also from relevant literatures. The research reports that the internal motivation is giving more influence in the organizational motives rather than external motivation. Regarding the Plan-Do-Check-Action (PDCA) process, The do process has been implemented well in SAMSAT, while the rest will be implemented in 2015. The obstacles in applying the certification are the lack of commitment from top management and the insignificant participation of the society. This research suggests the need of composing the records & documents, appointing the management representative, training of QSM for SAMSAT employees, improving top management commitment, and optimizing feedback system and customer satisfaction survey procedure in order to increase society participation in the SAMSAT service improvement. Keywords: public service, certification of Quality Management System ISO 9001:2008, certification motives, expected benefit, certification obstacle, certification readiness | |
