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"Tesis ini membahas pelayanan Publik di lembaga pendidikan formal dengan studi kasus pada SMP Negeri 161 Jakarta. Penelitian ini dilatarbelakangi bahwa kualitas pendidikan Indonesia masih rendah. Hal ini terbukti bahwa menurut Survei Political and Economi Risk Consultan (PERC), kualitas pendidikan di Indonesia berada pada urutan ke-12 dari 12 negara di Asia, dan Indonesia berada di bawah Vietnam. Komitmen pemerintah untuk meningkatkan kualitas sumberdaya manusia (SDM), sebagaimana termaktub dalam UUD 1945, tidak bisa tidak, harus disertai dengan penyelenggaraan pendidikan yang baik. Pengukuran kinerja merupakan salah satu alat manajemen yang digunakan untuk meningkatkan kulitas pengambilan keputusan dan akuntabilitas. SMP Negeri 161 Jakarta adalah salah satu lembaga pendidikan formal yang telah ditetapkan sebagai Sekolah Standar Nasional (SSN) sejak tahun 2005. Saat ini, SMP Negeri 161 Jakarta sedang mempersiapkan untuk menjadi Rintisan Sekolah Bertaraf Internasional. Sebagai sekolah unggulan, sistem manajemen dan segala potensi sumberdaya dipersiapkan secara matang dan komprehensif.Penelitian ini mencoba untuk menilai sejauh mana kinerja lembaga ini ditinjau menurut perspektif Balanced Scorecard. Desain penelitian ini adalah menggunakan pendekatan survei dengan analitik kausalitas dari metode kuantitatif. Data yang dikumpulkan dari hasil survei akan ditabulasi dan dianalisis mengggunakan skala likert yang meliputi kinerja keuangan, kinerja pelanggan, kinerja proses bisnis internal, dan kinerja pembelajaran dan pertumbuhan. Untuk menentukan rentang skala tiap aspek kinerja dilakukan analisis rentang kriteria yaitu menentukan rentang skor tertinggi dan terendah dengan cara mengalihkan jumlah sampel dengan bobot paling rendah dan paling tinggi.Berdasarkan, hasil analisa dan pembahasan, yang mengacu pada perspektif Balanced Scorecard, dari keseluruhan perspektif yang diukur diperoleh nilai yang cukup bervariasi dari cukup baik sampai dengan sangat baik. Perspektif yang paling menonjol adalah adalah kinerja keuangan, sedangkan perspektif yang mendapat skor paling kecil adalah perspektif Kinerja Pertumbuhan dan Pembelajaran. Dari Hasil perhitungan keseluruhan perspektif, maka kinerja SMP Negeri 161 Jakarta memperoleh skor 45 yang berada pada rentang skala 42.04 - 50.03. yang berarti sangat baik. Selain itu, dari hasil survei, terhadap aspek pembelajaran dan pertumbuhan khususnya mengenai tingkat kerja pegawai, perlu mendapat perhatian, karena perspektif ini sangat diperlukan untuk mendorong suatu organisasi menjadi organisasi pembelajaran (lerning organization).

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This thesis studies Public Services in formal education institutions with the case study in SMP Negeri 161 Jakarta. This research surrounded that quality of education of Indonesia still low. It is proved by Political and Economy Risk Consultan’s (PERC) survey, that shows the quality of education in Indonesia stays at sequence ke-12 of 12 States in Asia, and Indonesia is below Vietnam, commitment of Government to increase quality of human research, as in UUD 1945, unavoidably, must be accompanied with the management of good education. Performance measurement is one of equipment of management applied to increase decision making quality and accountability. SMP NEGERI 161 Jakarta is one of formal education institute which has been specified as Sekolah Standar Nasional (SSN) since the year 2005. Now, SMP NEGERI 161 Jakarta is drawing up to be Rintisan Sekolah Bertaraf Internasional. As pre-eminent school, management system and all potencies sumberdaya is drawn up maturedly comprehensive and.

This research tries to assess how far this institute performance evaluated according to in perpective of Balanced Scorecard. This research design is apply approach of survey analytically causality from quantitative method. Data collected from result of survey will be tabulation and analyzed by likert scale covering finance performance, customer performance, internal business process performance, and study performance and growth. To determine scale spread every performance aspect is done by criteria spread analysis that is determining low and highest score spread by the way of transferring number of samples with highest and lowest weight.

Based on result of analysis and solution referring to in perpective of Balanced Scorecard, from in perpective entirety measured obtained by value that is enough varies from good enough up to very good. In perpective of which most uppermost is be finance performance, while in perpective getting smallest score is in perpective of growth and studies performance. From the result of calculation in perpective entirety, hence performance SMP Negeri 161 Jakarta obtains score 45 residing inat scale spread 4204 - 5003. It’s mean very either. Besides, from the result of survey, of the study aspect and growth especially about level of officer job (activity, requires attention, because this in perpective hardly is needed to pushs an organization to become organization of study (learning organization)."

"Penelitian ini adalah mengenai pengukuran kualitas layanan yang diberikan oleh penyedia jasa outsourcing di Departemen TI pada Bagian Telecom & Network, pada team Service Area & Transmision Operation Chevron Indonesia Company wilayah operasi Kalimantan. Pengukuran kinerja outsourcing yang dilakukan selama ini lebih didasarkan pada kesepakatan tingkat layanan atau service level agreement yang lebih terfokus pada kinerja teknis. Pengukuran kualitas layanan ini didasarkan pada konsep kepuasan pelanggan dengan menggunakan model adaptasi SERVQUAL untuk pelayanan TI. Metode ini sebelumnya banyak digunakan pada industri penjualan, namun sudah diadaptasi untuk pengukuran kualitas layanan lainnya seperti pada layanan TI. Pengukuran ini melengkapi pengukuran kinerja TI yang selama ini lebih bertumpu pada kinerja teknis dan belum mengukur kualitas layanan dari sisi pengguna. Survei ini dilakukan dengan menyebarkan kuesioner SERVQUAL yang dimodifikasi kepada pengguna layanan TI di wilayah operasi Kalimantan. Kuesioner menggunakan format tiga kolom yang akan mengukur tingkat harapan ideal dan minimum serta persepsi yang diterimanya. Kemudian konsep zona toleransi digunakan untuk melihat item atau dimensi mana dari kualitas layanan yang memiliki nilai yang sama, melebihi atau kurang dari persepsi pelanggan. Penelitian ini menganalisa layanan yang diharapkan oleh pelanggan dengan menggunakan gap analisis berdasarkan dimensi SERVQUAL yang diadaptasi untuk layanan teknologi informasi. Hasil dari penelitian ini menunjukan bahwa layanan dari penyedia jasa outsourcing operasioanl TI masih berada dibawah harapan ideal dari pengguna layanan. Namun hasil dari zona toleransi layanan menunjukan semua item dari persepsi kualitas layanan masuk dalam zona toleransi, artinya pengguna masih bisa menerima layanan dari penyedia jasa outsourcing meskipun belum mencapai harapan yang ideal.

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This research is about measurement of the quality of services provided by IT outsourcing providers in the Department of Information Technology on Telecom & Network section, the team Transmision & Service Area Operation Chevron Indonesia Company Kalimantan Operation region. Measuring the performance of the outsourcing provider of IT Operation is currently almost done based on service level agreements or SLA and it's more focused on technical performance.

This study of the quality of service measurement is based on the concept of customer satisfaction by using the SERVQUAL model where is already the adapted for information technology. This method has been used in many previous industry such marketing, but have been adapted for the measurement of quality of service on other services such as information technology. Survey was conducted with distributed of modified SERVQUAL questionnaire to users in Chevron Indonesia Kalimantan Operation Area.

The questionnaire format using the three-columns that will measure the level of ideal and minimum expectations and perceptions of service. Then the zone of tolerance concept is used to view the items or dimensions of service quality which has the same value, or less than the perception of customers. This study analyzes the service expected by customers using a gap analysis based on the SERVQUAL service dimensions that was adapted for IT.

Results this research indicate that the service quality of IT operation outsourcing providers still under ideal expectations of users. However, results from the zone of tolerance shows all the items is in the zone of tolerance, those means users can still accept quality of services were delivered by outsourcing service providers even that service have not reach the ideal yet."

"ABSTRAK Penelitian ini adalah untuk menganalisis determinan kinerja IPCN (Infection Prevention Control Nurse) terhadap faktor-faktor yang mempengaruhinya. Penelitian menggunakan tehnik deskriptif dengan mengambil sampel 90 IPCN yang bekerja dibeberapa rumah sakit di Indonesia dan tergabung dalam Himpunan Perawat Pencegahan dan Pengendalian Infeksi (HIPPI). Peneliti menggunakan kuesioner online melalui google form, setelah itu penyebaran dilakukan melalui Whatsapp Goup. Kinerja IPCN berdasarkan hasil penelitian menunjukkan IPCN yang berkinerja kurang baik sebanding dengan IPCN yang berkinerja baik yaitu sebesar 50%. Penelitian ini juga menunjukan variabel yang paling berhubungan dengan kinerja IPCN

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ABSTRACT

This study is to analyze the performance determinant of IPCN (Infection Prevention Control Nurse) on the factors that influence it. The study uses descriptive techniques by taking a sample of 90 IPCNs who work in several hospitals in Indonesia and are members of the Infection Prevention and Control Association (HIPPI) Association. The researcher used an online questionnaire through google form, after that the distribution was done through Whatsapp Goup. The IPCN performance based on the results of the study shows that IPCN which performs poorly is comparable to that of IPCN which is performing well at 50%. This study also shows that the variables most associated with"

"Masyarakat memerlukan air dalam kuantitas dan kualitas tertentu sebagai kebutuhan pokok untuk melakukan aktivitas sehari-hari. Sebagai salah satu bentuk tata kelola air, saluran bertujuan untuk menyediakan, membagi penggunaan dan pembuangan air. Namun, saluran seringkali mendapat berbagai masalah yang dapat berdampak cukup signifikan pada lingkungan sekitar. Terlebih lagi mengenai kualitas kinerja proyek yang seringkali dikeluhkan oleh masyarakat. Proses perencanaan yang mendetail sangat diperlukaan pada saat perancangan saluran pengairan agar saluran yang dibangun merupakan saluran yang efektif, efisien, dan berkelanjutan sesuai fungsinya untuk mendukung produktivitas masyarakat serta mempermudah dalam proses pengendalian proyek. Work Breakdown Structure (WBS) sebagai salah satu alat pengendali proyek pun perlu didefinisikan setiap elemennya, dirinci dan diklarifikasi dalam sebuah kamus WBS dan checklist sehingga semua elemen tersebut menjadi jelas. Dengan metode analisis kuantitatif dengan pendekatan secara statistik, yaitu statistik deskriptif untuk menganalisis kamus WBS dan checklist diharapkan perencanaan kualitas dapat terlaksana dengan baik dan mengurangi kegagalan kualitas yang terjadi di proyek saluran/irigasi.

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The society needs water in certain quantity and quality as a basic needs to carry out daily activities. As one form of water governance, the channel aims to provide, share water use, and water disposal. However, channels often get various problems which can have a significant impact on the surrounding environment. Moreover, the quality of project performance is often complained of by the community. The detailed planning process is very open at the time of the design of the irrigation channel so that the channel being built is an effective, efficient, and sustainable channel according to its function to support people productivity and facilitate the project control process. Work Breakdown Structure (WBS) as one of the project control tools also needs to be defined by each element, detailed and clarified in a WBS dictionary and checklist so that all elements become clear. With quantitative analysis methods and descriptive statistics to analyze the WBS dictionary and checklist, it is expected that quality planning can be carried out well and reduce quality failures that occur in canal / irrigation projects."

"ABSTRAK

Proyek Saluran Drainase merupakan proyek yang sering dilakukan oleh suku Dinas Tata Air Jakarta Pusat setiap tahunnya dan menghabiskan jumlah anggaran yang cukup besar. Proyek pembangunan dilakukan dengan sistem lelang umum. Dari awal masa perencanaan, eksekusi serta masa pemeliharaan ditemukan adanya resiko ndash;resiko yang muncul pada setiap tahapan proyek yang mempengaruhi kinerja kualitas selama masa pekerjaan dan di akhir pekerjaan. Berdasarkan kondisi tersebut maka penelitian ini bertujuan untuk mengidentifikasikan resiko ndash; resiko yang muncul dan mengembangkan standartisasi rencana mutu kontrak dengan berbasis pada resiko yang telah diidentifikasikan sebelumnya. Hasil dari penelitian ini berupa pengembangan standar dokumen rencana mutu kontrak berdasarkan identifikasi dan analisa terhadap 54 lima puluh empat variabel resiko.

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ABSTRACT

Drainage Channel Project is a project that is regularly doing by Suku Dinas Tata Air Jakarta Pusat and spend a sizable amount of the budget. Drainage Channel Project is conducted by the open bidding system. From the planning process, execution and maintenance period reveal any risks that arise at each stage of the project that affect the quality of performance during the period of work and at the end of the work. Based on these conditions, the aims of this study is to identify risks that arise the project and develop standardization of the quality plan contract based on risks that was identification before. The results of this research is the development of a standart document of quality plan contract based on the identification and analysis of the 54 fifty four risk variable. "

"Desain memiliki arti proses yang bertujuan untuk membuat dan menciptakan objek baru. Kesalahan pada tahap desain dapat menyebabkan kegagalan konstruksi proyek. PT RE adalah perusahaan yang bergerak di bidang Engineering Services untuk proyek-proyek EPC. Proyek-proyek yang dikerjakan oleh PT RE kerap mengalami kesalahan desain. Penelitian ini dilakukan untuk memberikan pengembangan prosedur perencanaan dan pengendalian untuk meningkatkan kinerja kualitas dengan menggunakan analisa risiko dari PMBOK 6th edition. Hasil penelitian diketahui bahwa proses perencanaan dalam tahap desain memiliki enam risiko signifikan yang berasal dari empat knowledge area, yaitu Manajemen Lingkup Proyek, Manajemen Waktu Proyek, Manajemen Biaya Proyek dan Manajemen Komunikasi Proyek. Sedangkan proses pengendalian memiliki empat risiko signifikan yang berasal dari empat knowledge area, yaitu Manajemen Lingkup Proyek, Manajemen Waktu Proyek, Manajemen Biaya Proyek, dan Manajemen Pengadaan Proyek.

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Design means the process that aims to create and create new objects. Errors at the design stage can lead to project construction failure. PT RE is a company engaged in Engineering Services for EPC projects. The projects undertaken by PT RE often suffer from design errors. This research is conducted to provide the development of planning and controlling procedures to improve quality performance using risk analysis matrix from PMBOK 6th edition. The study's findings indicate that there are six significant risks in the planning process throughout the design stage, which come from four knowledge areas: project scope management, project time management, project cost management, and project communication management. The control process contains four significant risks that originate from four knowledge areas: Project Scope Management, Project Time Management, Project Cost Management, and Project Procurement Management."

"[ABSTRAKPenelitian ini bertujuan untuk mengetahui kualitas laporan keuangan, kualitaslaporan akuntabilitas kinerja dan kualitas pelayanan publik dalam menunjangkeberhasilan reformasi birokrasi pada Kementerian Hukum dan HAM Tahun2013. Metode penelitian deskriptif digunakan dalam penelitian ini dengan desainpenelitian studi kasus. Hasilnya, laporan keuangan Kementerian Hukum danHAM telah memenuhi karakteristik kualitatif laporan keuangan berdasarkan PPNomor 71 Tahun 2010; LAKIP disajikan sesuai SK LAN Nomor239/IX/6/8/2003, kualitas pelayanan publik baik (survei IKM skor 73,57),perolehan opini WTP dari BPK, kualitas laporan akuntabilitas kinerja (nilaiLAKIP “B”), dan kualitas pelayanan publik yang baik (survei IKM) telahmendukung keberhasilan reformasi birokrasi di Kementerian Hukum dan HAMTahun 2013. Saran penelitian dalam mempertahankan opini WTP yang sudahdiperoleh harus terus melakukan pemantauan kinerja secara rutin, kendala harusdijelaskan dan dicantumkan dalam laporan akuntabilitas kinerja, meningkatkankualitas SDM untuk mempercepat pelayanan dan membentuk tim pengawasgratifikasi.

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ABSTRACTThis study aims to determine the quality of financial reporting, quality ofperformance accountability reports and quality of public services in supporting thesuccess of the bureaucracy reforms at the Ministry of Law and Human Rights2013. The methods used in this study are descriptive method and case studyanalysis. The results are Ministry of Law and Human Rights financial report hasfulfilled the qualitative characteristics of financial statements under PP No. 712010, performance accountability report has been presented accordance with SKLAN LAKIP No.239/IX/6/8/2003, quality of public services has been good withPublic Satisfaction Index 73.57, WTP opinion for financial report, value “B” forLAKIP (presented good performance accountability), and Public SatisfactionIndex survey has supported the success of bureaucratic reform in the Ministry ofLaw and Human Rights in 2013. Several recommendations resulted from thisresearch are to monitoring performance on regular basis to maintain WTP opinionthat already obtained, constraints should be described and included in theperformance accountability report, improve the quality of human resources byspeed up service and formed a team of supervisors gratification;This study aims to determine the quality of financial reporting, quality ofperformance accountability reports and quality of public services in supporting thesuccess of the bureaucracy reforms at the Ministry of Law and Human Rights2013. The methods used in this study are descriptive method and case studyanalysis. The results are Ministry of Law and Human Rights financial report hasfulfilled the qualitative characteristics of financial statements under PP No. 712010, performance accountability report has been presented accordance with SKLAN LAKIP No.239/IX/6/8/2003, quality of public services has been good withPublic Satisfaction Index 73.57, WTP opinion for financial report, value “B” forLAKIP (presented good performance accountability), and Public SatisfactionIndex survey has supported the success of bureaucratic reform in the Ministry ofLaw and Human Rights in 2013. Several recommendations resulted from thisresearch are to monitoring performance on regular basis to maintain WTP opinionthat already obtained, constraints should be described and included in theperformance accountability report, improve the quality of human resources byspeed up service and formed a team of supervisors gratification;This study aims to determine the quality of financial reporting, quality ofperformance accountability reports and quality of public services in supporting thesuccess of the bureaucracy reforms at the Ministry of Law and Human Rights2013. The methods used in this study are descriptive method and case studyanalysis. The results are Ministry of Law and Human Rights financial report hasfulfilled the qualitative characteristics of financial statements under PP No. 712010, performance accountability report has been presented accordance with SKLAN LAKIP No.239/IX/6/8/2003, quality of public services has been good withPublic Satisfaction Index 73.57, WTP opinion for financial report, value “B” forLAKIP (presented good performance accountability), and Public SatisfactionIndex survey has supported the success of bureaucratic reform in the Ministry ofLaw and Human Rights in 2013. Several recommendations resulted from thisresearch are to monitoring performance on regular basis to maintain WTP opinionthat already obtained, constraints should be described and included in theperformance accountability report, improve the quality of human resources byspeed up service and formed a team of supervisors gratification;This study aims to determine the quality of financial reporting, quality ofperformance accountability reports and quality of public services in supporting thesuccess of the bureaucracy reforms at the Ministry of Law and Human Rights2013. The methods used in this study are descriptive method and case studyanalysis. The results are Ministry of Law and Human Rights financial report hasfulfilled the qualitative characteristics of financial statements under PP No. 712010, performance accountability report has been presented accordance with SKLAN LAKIP No.239/IX/6/8/2003, quality of public services has been good withPublic Satisfaction Index 73.57, WTP opinion for financial report, value “B” forLAKIP (presented good performance accountability), and Public SatisfactionIndex survey has supported the success of bureaucratic reform in the Ministry ofLaw and Human Rights in 2013. Several recommendations resulted from thisresearch are to monitoring performance on regular basis to maintain WTP opinionthat already obtained, constraints should be described and included in theperformance accountability report, improve the quality of human resources byspeed up service and formed a team of supervisors gratification, This study aims to determine the quality of financial reporting, quality ofperformance accountability reports and quality of public services in supporting thesuccess of the bureaucracy reforms at the Ministry of Law and Human Rights2013. The methods used in this study are descriptive method and case studyanalysis. The results are Ministry of Law and Human Rights financial report hasfulfilled the qualitative characteristics of financial statements under PP No. 712010, performance accountability report has been presented accordance with SKLAN LAKIP No.239/IX/6/8/2003, quality of public services has been good withPublic Satisfaction Index 73.57, WTP opinion for financial report, value “B” forLAKIP (presented good performance accountability), and Public SatisfactionIndex survey has supported the success of bureaucratic reform in the Ministry ofLaw and Human Rights in 2013. Several recommendations resulted from thisresearch are to monitoring performance on regular basis to maintain WTP opinionthat already obtained, constraints should be described and included in theperformance accountability report, improve the quality of human resources byspeed up service and formed a team of supervisors gratification]"

"ABSTRAKPenelitian dilakukan terhadap busway Transjakarta. Tujuan penelitian menganalisis dan mengetahui pengaruh variabel Kualitas Layanan yang dirasakan dan variabel Nilai Pelanggan terhadap variabel Pembelian Ulang. Hasil penelitian secara parsial terdapat pengaruh signifikan positif variabel Kualitas Layanan yang dirasakan terhadap variabel Pembelian Ulang. Secara parsial terdapat pengaruh tidak signifikan positif variabel Nilai Pelanggan terhadap variabel Pembelian Ulang. Secara simultan terdapat pengaruh variabel Kualitas Layanan yang dirasakan dan variabel Nilai Pelanggan terhadap variabel Pembelian Ulang karena dalam analisis F hitung > F tabel. Berdasarkan jenis kelamin kecenderungan penumpang adalah perempuan. Status perkawinan kecenderungan berstatus single. Usia didominasi berusia antara 20 sampai dengan 30 tahun. Tingkat pendidikan sebagian besar SMU. Pekerjaan paling dominan karyawan swasta dan rata rata penumpang menggunakan Transjakarta untuk bekerja. Penelitian menggunakan metode deskriptif asosiatif bertujuan untuk mengetahui hubungan antara dua variabel atau lebih."