UPH Service Excellence

Service Excellence is the center of service companies? strategy in general, not only in educational institutions that have various stakeholders with varied goals and aspirations. A fluency in personal relations and understanding consumers? (stakeholders?) aspirations has become the center of the Service Excellence.

As an educational institution, UPH realizes the importance of Service Excellence. Because of this, on the 8-9^th and 14-15^th of February 2018, UPH conducted a Service Excellence Training for the purpose of continually equipping human resources with skills needed in accordance with current developments. Dr. Diena Mutiara Lemy A.Par., M.M, Head of Sekolah Tinggi Pariwisata Pelita Harapan (STPPH) states that Service Excellence must stem from the internal stakeholders ? lecturers, staff, and active students.

What is service excellence exactly? Clearly, it is a service that is not like everyone else?s, or one that simply meets expectations. Service excellence is service that exceeds consumers? expectations by leaps and bounds. Dr. Diena quoted 6 levels of service by Ron Kaufman, a world-class service excellence expert. It consists of (1) the Criminal level, where a service is disappointing, (2) the Basic level, where a service fulfills only a small part of what is expected, (3) the Expected level, which refers to a standard-level service, (4) the Desired level, where a service meets expectations and where a consumer is highly likely to revisit, (5) the Surprising level, where a service gives more than what is expected and can guarantee continual consumer returns, and (6) the Unbelievable level, where a service is extremely exceptional and unexpected, so that it becomes especially memorable for consumers. When a service reaches this level, consumers will happily tell others about their experience.

Looking at the levels of service, she argues that an institution has to have a service mindset. UPH has set four primary bases in demonstrating Service Excellence, which are (1) based on God?s Word, (2) UPH?s vision and mission stemming from the three main pillars (true knowledge, faith in Christ, Godly character), (3) a service philosophy and values that are viewed as a sincere form of service conducted in full integrity, and (4) service goal achievement. These bases propel UPH to be consistent in building a service mindset that starts from internal stakeholders in order to be an ambassador that represents UPH and is able to demonstrate service excellence.

Clearly, the final goal aimed through UPH?s service excellence is not only to increase the student population but to fulfill the needs of consumers. This can initiate trust, value, and loyalty, both from prospective students, parents, students, and society. (rh)