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Certificate of International Organization for Standardization (ISO) is a measure to improve the service quality of an institution. Aspire to have the best service, there are only several units certified ISO in the State Islamic University (UIN) Syarif Hidayatullah Jakarta.
A good and quick service can improve the quality of educational institutions at the national and international levels. To achieve that goal, UIN Jakarta certify in the various work units, one of which ISO certificate. It signifies that an institution has conducted an audit to examine the quality of services delivered. But, in UIN Jakarta itself, is not all units get the certificate.
ISO is an organization conducting certification on various aspects of a company including quality of service management (ISO 9001) in educational institutions. According to the Dean of the Faculty of Science and Technology (FST) Agus Salim, the service is also included hospitality given to the customer. “At least the officer should be friendly” he said on Monday (17/10).
One of the services that can be provided by the institution is the study of consultation given by the lecturer for their student. One of the students of Department of Arabic Language and Literature, Faculty of Adab and Humanities (FAH) Siti Nur Assia experienced a service that less than the maximum. When contacted one of her lecturer to do an advice, she got the long responses.
This fifth semester student has contacted the leturer by phone and text message. But, the response obtained is not agreed with the expectations. “He doesn’t answer my phone and take a long time to reply my message,” Nur said on Wednesday (19/10).
Not only a slow response of the lecturer, she is also got less than the maximum service of the General Section of UIN Jakarta. When you wish to submit a letter of borrowing, it usually takes more than a week to make sure. After Nur wait more than a week, the letter which she gave has not been processed by the General section. “When filing a letter of borrowing, I served by an apprentice so the latest entered letter instead be processed first,” she said on Wednesday (19/10).
Meanwhile, Agus explained that FST has entered the fourth year for ISO certified. However, the validity period of the certificate will expire at the end of this year. But until right now, the faculty does not have to be extended because there is a plan of the university to change the institution of ISO certification.
Not only FST which the ISO certificate will expire in this year, but also Tarbiyah Faculty and Teaching (FITK) had even expired certificates since 2015 ago. FITK did not extend the validity period of the certificate because of an order of the rector for not doing so. Now, the rector wanted to focus ISO certification only at the university level.
On the other hand, Vice Dean II of Public Administration FITK, Ahmad Sofyan responded, although at the faculty level is no longer certified ISO, but the quality of service will still maintained. “In the academic section of FITK on the 2nd floor, some computers are available, they can be used by the student to print a letter. That is one of the services that we maintain “he said on Monday (17/10).
Different with the FST and FITK, FAH has been yet received ISO certificate. Dean FAH, Sukron Kamil revealed, FAH has not yet obtained the ISO because the certificate is already exists at the university level. So it can apply for all units, including faculty.
Sukron added that currently, the faculty is more focus on improving the quality of education to face the Asean Economic Community (AEC). It can be proved by obtaining certification AUN-QA for the Department of Islamic History and Culture. “Although not certified ISO, but we still maintain the quality of service by do rolling the employees who do not work well or not in accordance with the SOP,” he said on Wednesday (19/10).
Further on monitoring the quality of service which available in every unit in UIN Jakarta, Document and Instrument Development of ISO Quality Assurance Agency of UIN Jakarta, Ramdani Miftah said, in each unit, there is a Quality Management Representative (QMR). QMR main task is to oversee and be responsible for the services which provided in each unit. In addition, training is also given for human resources to be capable of ISO’s demands.
According to Ramdani, there are still four faculties are certified ISO in UIN Jakarta until now, namely Dirasat Faculty, Faculty of Economics and Business, FST, and FITK. “The initiative to do the ISO certification is originated from FITK,” he said on Friday (21/10).
Ramdani added, the task of apprentices is not as much as employees at the unit. Therefore, an apprentice should only be imposed to help and do the documentation.
Writer : Eko Ramdani
Translated by : Dwi Nurmayunita (Translator is a student of English Letters Major, FAH)