Empirical investigation on satisfaction and service quality level of radical process change implementation

The paper reviews the literature related to the implementation of radical process changes in higher education (HE) environment. Several issues and implementation results related to radical process change in HEIs, particularly business process reengineering (BPR), are being investigated. Furthermore, as the implementation of process change would have an impact in HEIs,specifically on service quality and customer satisfaction, this paper discusses both concepts. A survey has been developed to assess the students’ satisfaction of the radical process change implemented in one of the HEIs, namely HEI-A which was selected as a case study. The results indicate some significant differences among groups for both satisfaction and service quality measured.The paper provides a framework for future research to develop a metric for measuring satisfaction and service quality level in HEIs. This research contributes to studies of BPR in HE context, by focusing on the key processes performance

Knowledge sharing behaviour in the public sector: The business process management perspectives

The purpose of this paper is to demonstrate the preliminary analysis on the knowledge sharing behaviour of the public sectors in terms of individual attitudes, organisational environment, reward system and information and communication technology (ICT) within the system. The paper looks into the perspective of business process management which embedded in a knowledge sharing behaviour. This research-inprogress intends to use both quantitative and qualitative methods (triangulation) because we believe that it will be appropriate to answer the research questions better. In the Phase One, consists of the questionnaire that uses to measure perceptions, beliefs, reactions, and attitudes related to knowledge sharing. The unit of analysis using middle to senior management in the public sector as knowledge is said to be captured more systematically at this level. Phase Two will be carried out after analysis of data from the questionnaire survey is completed. The researcher intends to undertake an in-depth exploration of issues arising from Phase One. Hence a semi-structured interview will be carried out with small group of people. Top management officials will be selected from within the same sample for this exercise. The research design in this study hopefully will answer all the research questions significantly. The preliminary findings will provide a basis for proposing a structured framework for further data collection and analysis

Organisational culture, leadership styles and employee’s affective commitment to change: A case of Yemen public sector

The purpose of this study is to examine the effect of leadership style on the affective commitment to change, moderated by the organisational culture. The research adopts both qualitative and quantitative approaches through a survey with 371 employees of public organisations in Yemen, as well as interviews with the managers. The findings showed that the transformational leadership was positively related to the employee’s affective commitment to change; similar to the transactional leadership that was positively related to the affective commitment to change.The results showed that organisational culture had positively moderated the relationship between the leadership styles and employee affective commitment to change. Finally, the findings revealed that the transactional leadership was a strong predictor to affective commitment to change compared with the transformational leadership

The factors effecting employee commitment to change in public sector: Evidence from Yemen

This study attempted to investigate the moderating effect of organizational culture between the leadership style and normative commitment to change.The study relied on the data collected from 371 employees of Yemeni public sector.The finding of this study shows that organizational culture plays an important role of moderating the relationship between leadership style either transformational or transactional and normative commitment to change. Furthermore, the results light out that the transformational leadership is positively related with normative commitment to change.In the same line, transactional leadership is found to be not only positively related with normative commitment to change but also as stronger effect on it.This study was carried out with numerous limitations as example is cross sectional was conducted in this study and this could not figure out the effect pre and after change, thus longitude study is highly recommend in order to look in deep and compare the result. Not only this but also there may conduce in another sector and industry, it may come out with different light.With believing of different culture and its effect, future study can be conducted in different research context.This research has figured out the weakness of empirical study in change management literatures by connecting the leadership style, and organizational culture, and how they are associated to employee normative commitment to change.In the same way, it has provided a guideline for the public sectors in general and particularly in Yemen context on how to successfully implement change phenomena as well as how to get effective and efficient leadership with change management

Perancangan Sistem Informasi Rawat Jalan untuk Mendukung Evaluasi Pelayanan di Puskesmas Kelayan Timur Kecamatan Banjarmasin Selatan Kota Banjarmasin

Universitas Diponegoro Fakultas Kesehatan Masyarakat Program Magister Ilmu Kesehatan Masyarakat Konsentrasi Sistem Informasi Manajemen Kesehatan 2015 ABSTRAK Ahmad Hidayat Perancangan Sistem Informasi Rawat Jalan untuk Mendukung Evaluasi Pelayanan di Puskesmas Kelayan Timur Kecamatan Banjarmasin Selatan Kota Banjarmasin xix + 214 halaman + 27 tabel + 92 gambar + 11 lampiran Kegiatan evaluasi pelayanan pada Puskesmas Kelayan Timur Kota Banjarmasin sering berjalan kurang baik karena informasi yang dihasilkan dari kegiatan rawat jalan pasien setiap hari sebagai bahan utama yang diperlukan belum dapat mendukung kegiatan evaluasi. Ada beberapa permasalahan pada sistem informasi rawat jalan yang saat ini berjalan yaitu petugas kesulitan dalam melakukan perubahan data maupun mengakses kembali informasi mengenai kegiatan rawat jalan, data dan informasi yang dihasilkan belum lengkap, belum akurat serta belum sesuai dengan pengguna sistem, dan pelaporan yang tidak tepat waktu. Tujuan penelitian ini adalah merancang sistem informasi rawat jalan yang dapat digunakan untuk mendukung evaluasi pelayanan di Puskesmas Kelayan Timur Kota Banjarmasin. Jenis penelitian yang digunakan adalah kualitatif dan kuantitatif. Desain penelitian ini adalah desain Pre Experimental dengan pendekatan one group pretest-posttest, pengembangan sistem menggunakan metode FAST (Framework for the Application of System Techniques). Subjek penelitian terdiri dari 7 responden yang berasal dari Puskesmas Kelayan Timur. Hasil observasi dan wawancara dilakukan dengan metode analisis isi dan analisis deskriptif dengan menggunakan rata-rata tertimbang. Hasil analisis data secara deskriptif menunjukkan bahwa nilai rata-rata tertimbang secara keseluruhan kualitas informasi sebelum pengembangan sistem 1,34 dan setelah pengembangan sistem 3,48 dengan selisih 2,14. Perlu adanya komitmen dari pihak Puskesmas Kelayan Timur Kota Banjarmasin untuk memanfaatkan sistem informasi rawat jalan yang sudah dikembangkan secara optimal. Sosialisi dan pelatihan personil yang tidak hanya untuk pengguna sistem saja. Adanya anggaran khusus untuk biaya operasional dan perawatan sistem. Monitoring dan evaluasi bagi pengguna sistem sebaiknya dilakukan secara berkala oleh pihak Puskesmas. Kata Kunci : Sistem Informasi, Rawat Jalan, Puskesmas, Evaluasi Pelayanan Pustaka : 42 (1993-2011) Diponegoro University Faculty of Public Health Master’s Program in Public Health Majoring in Health Management Information System 2015 ABSTRACT Ahmad Hidayat Outpatient Information System Design to Support Evaluation of Services at East Kelayan Health Centre at South Banjarmasin Subdistrict in Banjarmasin City xix + 214 pages + 27 tables + 92 figures + 11 enclosures Activities of service evaluation at East Kelayan Health Centre in Banjarmasin City had not been well implemented because resulted information from outpatient activities had not supported the activities of service evaluation. Some problems in outpatient information system were as follows: an officer was difficult to modify data and to re-access information of outpatient activities, data and resulted information were incomplete, inaccurate, not in accordance with users, and ill-timed reporting. The aim of this study was to develop outpatient information system that could be used to support service evaluation at East Kelayan Health Centre in Banjarmasin City. This was qualitative and quantitative study using pre-experimental design with one-group pretest-posttest approach. Development of system used a FAST method (Framework for the Application of System Techniques). Research subjects consisted of seven respondents at East Kelayan Health Centre. Data collected from observation and interview were analysed using methods of content and descriptive analyses using balanced mean values. The results of this research showed that balanced mean value entirely before developing the system was 1.34 whereas the value after developing the system was 3.48. The difference was equal to 2.14. There needs any commitment from the health centre to utilise the new information system optimally. Activities of socialisation and personal training were not only for users. Specific budget needs to be allocated to operate and maintain the system. Monitoring and evaluation for users need to be conducted periodically by the health centre. Key Words : Information System, Outpatient, Health Centre, Service Evaluation Bibliography : 42 (1993-2011

Key Factors of Customer-Supplier of Smart Manufacturing Implementation

The paper presents a conceptual framework of the key factors of customers and suppliers in the implementation of smart manufacturing in the company. The field of the study related to competitiveness through cutting-edge technologies related to the Industrial Revolution 4.0. Hence, it shows accurate and effective decision-making in real-time from the smart manufacturing implementation. This comes together with the converging of the actual manufacturing technologies as an aid for the operations and productions. On the conceptual development, the journal articles, conference proceedings, books, dissertations, online news and newspaper, magazines related to smart manufacturing have been analyzed. A critical review creates an appropriate conceptual framework with the relationships of the key concepts of the link between customers and suppliers for the smart manufacturing implementation, as a contribution to the body of knowledge

A Conceptual Model on People Approach and Smart Manufacturing

The purpose of this study is to emphasize the important role of people approach in the revolution of smart manufacturing and industry 4.0. Two hundred years ago, industrial revolution in the West transformed or evolved from water-driven or water-driven mechanical production, and to date, we are in an era characterized by cyber-physical systems. This transformation or industrial revolution was driven by people who used creative minds to solve problems. Rapid development of technology has brought about many disruptive technologies such as big data, artificial intelligence and cloud computing. These technologies are penetrating almost in all industries include manufacturing industry. The fusion of these state-of-the-art technologies and manufacturing brings together the physical and virtual worlds through Cyber-Physical System (CPS), which marks the advent of the fourth stage of industrial production – Industry 4.0

Study on the Water Quality Index (WQI) of Parit Besar River in Batu Pahat

Water resources play an important role in supplying water for domestic, industrial and agricultural. More than 70% of the Earth’s surface was covered with water sources were found in rivers, lakes, rainwater, groundwater, and others. However, over time, water quality deteriorates due to exposure to weather changes and urbanisation, and effects from point and non-point sources of pollution. The objectives of this study were to measure the Water Quality Index (WQI) parameters and identify the Parit Besar River latest status based on the WQI and National Water Quality Standards (NWQS) for Malaysia. Water samples were collected from three locations along the Parit Besar River and was analysed using six WQI parameters: the Ammonia Nitrogen (AN), Biochemical Oxygen Demand (BOD), Chemical Oxygen Demand (COD), Dissolved Oxygen (DO), pH, and Total Suspended Solids (TSS). In all upstream, middle and downstream sampling locations and WQI analyses, results show that the status of the Parit Besar river falls in Class IV. Meanwhile, the average NQWS Class of each parameter for AN, BOD, COD, DO, pH and TSS are 2.25 mg/L (Class IV), 6.18 mg/L (Class IV), 66.50 mg/L (Class IV), 6.15 mg/L (Class IIA), 6.86 (Class I) and 343.33 mg/L (Class V), respectively. It can be concluded that with the high population and high development of housing areas surrounding Parit Besar river have been leading this river to be highly contaminated, and this river is not appropriate for water supply or fisheries, hence it can only be used for irrigation purposes

Exploring Business Process Re-engineering, Change Management, Customer Focus, and Organizational Performance

The purpose of this study is to draw attention to the business process re-engineering (BPR), a radical process change for a volatile environment. The study explores the concepts of BPR and its relations to organizational performance through a literature review. Numerous researches have reported on the BPR factors like change management and customer focus, which are highly recommended in the literature review. The BPR influences organizational performance both financially and non-financially. The implementation of the BPR offers the organization with sustainable competitive advantages