KINERJA SUMBER DAYA MANUSIA DALAMMELAYANI PENGGUNA DENGAN TOTAL QUALITY MANAJEMEN (TQM) METODE 14 DEMING DI UPT PERPUSTAKAAN PUSAT UNDIP

YUNI NURJANAH, Prof. Dr. Mudiyono

2013 | Tesis | S2 Manajemen Informasi dan Perpustakaan

Penelitian ini bertujuan untuk mengetahui kinerja SDM dalam melayani pengguna dengan TQM Metode 14 Deming di UPT Perpustakaan Pusat UNDIP. Penelitian ini menggunakan pendekatan kualitatif dengan jenis penelitian studi deskriptif. Pengumpulan data dilakukan dengan observasi, studi dokumen, dan wawancara. Pengolahan data dilakukan dengan editing dan coding. Analisis data dilakukan dengan reduksi data, display data, dan pengambilan kesimpulan serta verifikasi. Uji keabsahan data dilakukan dengan teknik triangulasi sumber. Hasil penelitian menunjukkan bahwa, dari sisi pengguna: (1) dilihat dari pendekatan unsur librarian skills, rata-rata SDM sudah memiliki kompetensi yang cukup baik dalam hal keahlian dan pendidikan, dan sudah memenuhi dimensi assurance dan empathy, jika dilihat dari kualitas layanan perpustakaan. (2) jika dilihat dari unsur comfortable placedan dari dimensi tengible, dapat disimpulkan bahwa kinerja SDM belum cukup baik. (3) jika dilihat dari unsur compleeteness of collections, menunjukkan bahwa pengembangan mutu produksi dalam hal ini adalah koleksi sudah terlihat cukup baik. (4) jika dilihat dari unsur procedure and systems of service’s, dapat dikatakan bahwa sistem layanan cukup canggih dan prosedur layanan pun mudah, cepat, dan tepat. Sehingga dapat disimpulkan bahwa kinerja SDM di bagian layanan perpustakaan sudah cukup baik. (5) jika dilihat dari unsur policy and rule’s, dapat dikatakan bahwa kinerja SDM belum cukup baik. Sedangkan dari sisi pustakawan dan pimpinan: (1) jika dilihat dari konsep fokus terhadap kebutuhan pelanggan, kinerja SDM di bagian layanan perpustakaan sudah cukup baik. (2) jika dilihat dari konsep survei terhadap keburuhan pelanggan, kinerja SDM di bagian layanan perpustakaan sudah cukup baik. (3) jika dilihat dari konsep pengelolaan sumber daya manusia, kinerja SDM di bagian layanan perpustakaan, sudah cukup baik. (4) jika dilihat dari konsep menciptakan perbaikan secara terus menerus, maka kinerja SDM di bagian layanan perpustakaan masih perlu banyak perbaikan.

The objectives of this research are to find out the performance of Human Resources (HR) in user services with the concept of Total Quality Management (TQM) of 14 Deming’s methods at Diponegoro University Library. This research used a qualitative approach. This research is a descriptive study. Methods of collecting data through observation, study documents, and interviews. Data processing by editing and coding. Data analysis using data reduction, display data, conclusions and verification. The validity test done by the triangulation of data sources. The results showed that, from the user side: (1) viewed from the approach librarian skills elements, Average HR already has sufficient competence both in terms of skills and education., and has qualified assurance and empathy dimensions of the quality of library services. (2) viewed from the approach comfortable place elements dan dari dimensi tengible, it can be concluded that the performance of HR is not good enough. (3) viewed from the approach compleeteness of collections elements, suggests that the development of quality products already looks good enough. (4) viewed from the approach procedure and systems of service’s elements, it can be said that the services system is sophisticated enough. It can be concluded that the performance of HR at the library service has been good enough. (5) viewed from the approach policy and rule’s elements, HR performance in serving the user has not been good enough. In terms of librarians and leaders: (1) Viewed from the concept approach of focus on customer needs, the performance of HR at the library service has been good enough. (2) Viewed from the concept approach of survey of customer requirements, the performance of HR at the library service has been good enough. (3) Viewed from the concept approach of human resources management, HR performance at the library, it is good enough. (4) Viewed from the concept approach of creating continuous improvement, the performance of HR at the library service is still not good enough.

Kata Kunci : kinerja sumber daya manusia, total quality management