scholarly journals SISTEM PENGELOLAAN PENGADUAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PDAM TIRTA KAHURIPAN KABUPATEN BOGOR

2017 ◽  
Vol 2 (2) ◽  
pp. 125
Author(s):  
Yuni Wulandari ◽  
Denny Hernawan ◽  
Irma Purnamasari
Keyword(s):  
Customer Satisfaction ◽  
Management System ◽  
Complaint Management ◽  
Four Dimensions ◽  
Customer Complaints ◽  
The Road ◽  
Road Map ◽  
On The Road ◽  
Main Instrument ◽  
The Many

Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied.                One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint.                The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan.               The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis.               Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data.                The results showed that the management of customer complaints in accordance with  to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate).  Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate).                  Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction

Analysis on an Effect from the Build-up of Incident Management System

2011 ◽  
Vol 271-273 ◽  
pp. 651-656
Author(s):  
Sung Han Lim
Keyword(s):  
Cost Analysis ◽  
Travel Time ◽  
Management System ◽  
Social Cost ◽  
Simulation Analysis ◽  
Operation Time ◽  
Incident Management ◽  
The Road ◽  
Vehicle Operation ◽  
On The Road

If an incident occurs on the road, the normal flow of traffic stream is interrupted and the road capacity reduces. This thus leads to huge social, economical losses, such as traffic congestion, air pollution, etc. This study was conducted to examine an effect on an incident management system by carrying out an simulation analysis and an social cost analysis. For the simulation analysis, incidents in a normal situation were compared with those in an incidental situation and thus travel time, queue length, and accident duration were selected as an evaluation indicator. It was analyzed that after an incident situation occurs, the length of vehicle in waiting rapidly increases and thus travel time also largely increases. To make an social cost analysis, vehicle operation cost (VOC) and vehicle operation time (VOT) were used an index. The results showed that travel time cost per driver and vehicle in an incidental situation all increased, compared with that in a normal situation. It was also observed that the longer the lasting hours are, the higher the travel time increases.

Customary International Law: A Vehicle on the Road from Istopia to Eutopia?

2018 ◽  
Vol 60 (1) ◽  
pp. 423-449
Author(s):  
Wiebke Staff
Keyword(s):  
International Law ◽  
International Society ◽  
Customary International Law ◽  
The Road ◽  
Legal Nature ◽  
Treaty Law ◽  
On The Road ◽  
The Many ◽  
Normative Considerations

Despite the rather non-legal nature of most classic utopias, law, and also international law, plays a major role in Philip Allott’s work, including ‘Eutopia’. Law not only frames any society, but it can also be the means of changing a society and thus be used as a vehicle on the road from Istopia to Eutopia. In international law, the generally more foundational nature of customary international law (despite the many ongoing uncertainties as to several of its characteristics) as opposed to treaty law allows for the former to be a more convenient vehicle: It is more open to normative considerations and changes, it is more susceptible to influences from actors other than States and maybe even to legislators other than States, and, if need be, it can develop in amazingly short timeframes. Therefore we, the members of the international society, should focus our attention on customary international law and find ways how to steer it safely towards Eutopia.

Organization of Labour Remuneration According to the Effective Contract of Scientific and Pedagogical Workers

2018 ◽  
Vol 7 (4) ◽  
pp. 22-25 ◽  
Author(s):  
Елена Ширинкина ◽  
Elena Shirinkina
Keyword(s):  
Higher Education ◽  
Large Scale ◽  
Educational Institution ◽  
Competitive Advantages ◽  
The Road ◽  
Road Map ◽  
Effective Organization ◽  
Main Instrument ◽  
Labor Remuneration ◽  
Higher Institutions

The relevance of the study is conditioned by the fact that the highly effective organization of labor remuneration in the system of higher education is the main instrument of the activity of the educational institution, which assumes the creation of normal conditions for scientifi c and pedagogical workers as an important link in the system of higher education. At present, the basis of the concept of personnel management of a higher educational institution is the knowledge of the scientifi c and pedagogical worker, his motivational attitudes, the ability to form and direct them in accordance with the tasks facing the institution. Without current and subsequent analysis of labor incentives, it is impossible to solve personnel issues in educational activities. In this connection, the author discusses the reasons for the implementation of the goal of introducing an eff ective contract, the “road map” measures that should be followed in the transition to an eff ective contract, which determines the practical value of the study. It is substantiated that a large-scale introduction of an eff ective contract to all higher institutions will ensure not only the quality provision of educational services and the introduction of new educational programs, but will also allow for the systematic development of the education system and the competitive advantages of Russia in the world community. Scientific novelty is the development of an expanded approach to the effective organization of remuneration in higher education institutions, which should focus on the formation of performance indicators of scientifi c and pedagogical workers.

scholarly journals "Platinum on the road": Interactions of antitumoral cisplatin with proteins

2008 ◽  
Vol 80 (12) ◽  
pp. 2715-2725 ◽  
Author(s):  
Fabio Arnesano ◽  
Giovanni Natile
Keyword(s):  
Biological Activity ◽  
Antitumor Activity ◽  
Cell Membrane ◽  
The Road ◽  
Specific Proteins ◽  
On The Road ◽  
The Many

When the antitumor activity of cisplatin was discovered, no one would have thought of the existence of specific proteins able to transport Pt across the cell membrane or to specifically recognize DNA modified by this drug. However, such proteins do exist and, furthermore, are specific for the Pt substrate considered. It follows that proteins are deeply involved in managing the biological activity of cisplatin. It is expected that, after the first 20 years in which most of the efforts were devoted to understanding its mode of interaction with DNA and consequent structural and functional alterations, the role of proteins will be more deeply scavenged. How cisplatin can survive the attack of the many platinophiles present in the extracellular and intracellular media is the issue addressed in this article. Significantly, differences are observed between cisplatin, carboplatin, and oxaliplatin.

scholarly journals IoT Protocol for Accident Spotting with Medical Facility

2021 ◽  
Vol 3 (2) ◽  
pp. 140-150
Author(s):  
Prachu J. Patil ◽  
Ritika V. Zalke ◽  
Kalyani R. Tumasare ◽  
Bhavana A. Shiwankar ◽  
Shivani R. Singh ◽  
...  
Keyword(s):  
Vibration Sensor ◽  
Second Phase ◽  
The Road ◽  
Detection Model ◽  
Vehicle Accident ◽  
The World ◽  
Detection Stage ◽  
On The Road ◽  
The Many ◽  
Accident Detection

One of the many challenges that the world faces is traffic hazard. The major cause of this traffic risk is the presence of a huge number of vehicles on the road. As a result, it generates the most challenging issues, leading to an increase in the death toll due to road accidents that occur throughout the world. As a result, it necessitates the need to provide adequate transportation facilities, which will reduce the number of collisions and save human lives. The GPS, GSM, accelerometer, Arduino UNO technology, and vibration sensor are used to design and develop a vehicle accident detection model. The proposed approach is classified into three stages to prevent and detect the vehicular accidents. At the detection stage, a vibration sensor will be utilized to determine the position of the accident and to alert the user by sending SMS via the GSM module, which will include the user's data stored in Android applications. This data will be taken from the GPS module. The second phase occurs when moderate accidents occur and in such situation, the location will be detected by using a GPS module. After that, the nearby hospital receives a message about the accidents and accordingly they provide services to the accidents. At the same time, after detecting the location, a patient receives a message from the hospital urging them to take precautions. .

The Importance Of Customer Satisfaction And Customer Complaint Towards A Better Quality Service Using Six Sigma: An Academic Perspective

2012 ◽  
Author(s):  
Mohamad Nasir Saludin ◽  
Pei Kian Tan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Six Sigma ◽  
Gap Analysis ◽  
Data Gathering ◽  
Satisfaction Level ◽  
Quality Service ◽  
Complaint Management ◽  
Customer Complaints ◽  
Average Value

Tujuan utama penyelidikan ini adalah untuk menguji tahap kepuasan pengguna perpustakaan MMU (Melaka) dan mengenal pasti tahap keefektifan pengurusan aduan yang diamalkan selama ini. Sejumlah 253 sampel berjaya dikumpul daripada 300 borang soal selidik yang diedarkan. Penggunaan borang soal selidik yang berteraskan kepada model SERVQUAL di mana lima dimensi penentuan kualiti perkhidmatan digunakan (tangibles, reliability, responsiveness, assurance dan empathy). Melalui jurang perbezaan antara kepuasan dan jangkaan pelanggan, penyelidik berjaya mengenal pasti tahap kepuasan sebenar pengguna MMU. Soalan tertutup dipilih untuk kedua – dua bahagian, iaitu kepuasan pelanggan dan pengurusan aduan pelanggan. Responden diminta menyatakan tahap kepuasan mereka berdasarkan kepada pengalaman mereka bersama perpustakaan MMU. Kajian ini mendapati bahawa dimensi responsiveness dan empathy mencatat nilai kepuasan terendah di antara pengguna pepustakaan. Langkah penyelesaian dan cadangan telah dikemukakan untuk memperbaiki tahap kualiti perkhidmatan di perpustakaan MMU (Melaka). Six sigma merupakan salah satu alat pengukuran yang digunakan oleh organisasi dalam menghasilkan seunit output atau produk yang mencapai kecacatan sifar. Dalam statistik, sigma (σ) melambangkan variasi yang wujud dalam data. Ia menunjukkan jurang perbezaan antara data dalam distribusi statistik bagi nilai min (purata). Selain itu, six sigma juga mewakili nilai best in class di mana kecacatan yang dicatatkan hanya 3.4 kecacatan dalam jutaan pengeluaran. Kata kunci: Kualiti perkhidmatan; kepuasan pelanggan; SERVQUAL; pengurusan aduan; six sigma The purpose of this study is to evaluate the service quality that Multimedia University library (MMU) Malacca provides to its customers, by measuring the customers’ level of satisfaction and judgment on the importance and effectiveness of customer complaints management system implemented by MMU library. A total of 253 samples were gathered from 300 questionnaires distributed among regular users of MMU library. A questionnaire was designed and used as the data gathering instrument based on the SERVQUAL model which consists of five dimensions (tangibles, reliability, responsiveness, assurance and empathy). The modification of SERVQUAL questionnaires examines the gap between perceived value and expectations of customers’ towards the services provided. The concept of “gap analysis” was applied to indicate actual satisfaction level of customers towards the selected dimensions in the SERVQUAL model. Closed ended questions were selected for both areas, satisfaction and complaint management. Based on a five point Likert scale, respondents are required to rate their satisfaction level according to their experienced with MMU Library. The study found that the dimensions of responsiveness and empathy were at the lowest satisfaction level among MMU students. Recommendations and suggestions are presented in this study to improve the service quality of MMU (Malacca) Library by using the six sigma model. Six sigma is a way to measure the probability that companies can manufacture or produce any given unit of a product (or service) with zero defects. In statistics, sigma (σ) denotes the standard deviation of a set of data. It provides a measure of variability which indicates how all values in a statistical distribution vary from the mean (average) value. Six sigma is the rating that signifies “best in class,” with only 3.4 defects per million units or operations. Key words: Quality service; customer satisfaction; SERVQUAL; complaint management; six sigma

scholarly journals Block Design as a Measure of Everyday Spatial Ability: A Study of Ecological Validity

2000 ◽  
Vol 90 (2) ◽  
pp. 522-526 ◽  
Author(s):  
Gary Groth-Marnat ◽  
Mathew Teal
Keyword(s):  
Spatial Ability ◽  
Block Design ◽  
Reading Test ◽  
The Road ◽  
Road Map ◽  
The Everyday ◽  
Adult Reading ◽  
On The Road ◽  
Block Design Subtest ◽  
National Adult Reading Test

This study investigated the effectiveness of the WAIS–R Block Design subtest to predict everyday spatial ability for 65 university undergraduates (15 men, 50 women) who were administered Block Design, the Standardized Road Map Test of Direction Sense, and the Everyday Spatial Activities Test. In addition, the verbally loaded National Adult Reading Test was administered to assess whether the more visuospatial Block Design subtest was a better predictor of spatial ability. Moderate support was found. When age and sex were accounted for, Block Design accounted for 36% of the variance in performance ( r = -.62) on the Road Map Test and 19% of the variance on the performance of the Everyday Spatial Activities Test ( r = .42). In contrast, the scores on the National Adult Reading Test did not predict performance on the Road Map Test or Everyday Spatial Abilities Test. This suggests that, with appropriate caution, Block Design could be used as a measure of everyday spatial abilities.

scholarly journals UPAYA PENERAPAN METODE LEAN THINKING PADA PROSES PELAYANAN FARMASI RAWAT JALAN

2022 ◽  
Vol 18 (1) ◽  
pp. 101-131
Author(s):  
Komang Adhi Restudana ◽  
Gede Sri Darma
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Waiting Times ◽  
Value Added ◽  
Pharmacy Services ◽  
Lean Thinking ◽  
Customer Complaints ◽  
Action Process ◽  
The Many ◽  
Document Review

  Pharmacy services in a hospital are an inaccessible part of the hospital services as a whole. The accumulation of prescriptions in the pharmacy will cause the prescription process to be long and long, which has an impact on customer waiting times, which of course will have a major impact on customer satisfaction. From the standard time set as Quality Indicators at Bali Jimbaran Hospital, namely: drug processing at the outpatient pharmacy of Bali Jimbaran Hospital is 60 minutes of concocted drugs, 30 minutes of non-concocted drugs. The purpose of this research is to identify activities starting from the input, process and results generated through the Lean approach. The method used is an observational action process research, using lean methods to photograph the outpatient pharmacy service process flow through document review, direct interviews, interviews. The result of the research is an improvement in waiting time, it can be seen that the NVA activities can be eliminated by 66% and VA activities show an increase of 44%. With the many activities that are VA and the elimination of NVA activities, it will accelerate the process of outpatient pharmacy services at the Bali Jimbaran Hospital and improve customer satisfaction, which can be seen from the decrease in customer complaints against outpatient pharmacy services by up to 50%, which was previously 80%. Keywords: Lean, Pharmacist, Waiting time, Value Added, Non-Value Added

scholarly journals Discretization, the Road to Quantum Computing?

2021 ◽  
Author(s):  
Jesús Lacalle
Keyword(s):  
Quantum Computing ◽  
Scientific Community ◽  
Error Control ◽  
Quantum Physics ◽  
The Road ◽  
Road Map ◽  
Main Challenge ◽  
One Step ◽  
On The Road ◽  
Concrete Model

The main challenge we face in making quantum computing a reality is error control. For this reason it is necessary to study whether the hypotheses on which the threshold theorem has been proved capture all the characteristics of quantum errors. The extraordinary difficulties that we find to control quantum errors effectively together with the little progress in this endeavor, compared to the enormous effort deployed by the scientific community and by companies and governments, should make us reflect on the road map to quantum computing. In this work we analyze error control in quantum computing and suggest that discrete quantum computing models should be explored. In this sense, we present a concrete model but, above all, we propose that Quantum Physics should be taken one step further, in order to allow discretization of the quantum computing model.

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