{"id":174329,"date":"2018-02-19T09:00:30","date_gmt":"2018-02-19T09:00:30","guid":{"rendered":"https:\/\/www.uph.edu\/2018\/02\/19\/uph-service-excellence\/"},"modified":"2018-02-19T09:00:30","modified_gmt":"2018-02-19T09:00:30","slug":"uph-service-excellence","status":"publish","type":"post","link":"https:\/\/www.uph.edu\/id\/2018\/02\/19\/uph-service-excellence\/","title":{"rendered":"UPH Service Excellence"},"content":{"rendered":"<p>Service Excellence merupakan pusat dalam strategi persaingan di perusahaan jasa pada umumnya. Tidak terkecuali dalam institusi pendidikan, yang memiliki berbagai stakeholder dengan keinginan dan harapan yang berbeda-beda <!--more--> <\/p>\n<table style=\"width: 1000px;\" border=\"0\">\n<tbody>\n<tr>\n<td>\n<div><img decoding=\"async\" class=\" size-full wp-image-52\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/www.uph.edu\/wp-content\/uploads\/2018\/02\/images_20180208_140747.jpg\" alt=\"20180208_140747.jpg\" width=\"858\" height=\"612\" \/><\/div>\n<div style=\"text-align: center;\"><span style=\"font-size: 8pt;\">(kanan)&nbsp;<span style=\"line-height: 115%; background: #fafafa;\">Dr. Diena Mutiara Lemy A.Par., M.M, Kepala Sekolah Tinggi Pariwisata Pelita Harapan saat Memberikan Paparan Mengenai Service Excellence<\/span><\/span><\/div>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<div>&nbsp;<\/div>\n<div>&nbsp;<\/div>\n<div>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\"><em><span style=\"font-size: 10pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial;\">Service Excellence<\/span><\/em><span style=\"font-size: 10pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial;\"> merupakan pusat dalam strategi persaingan di perusahaan jasa pada umumnya. Tidak terkecuali dalam institusi pendidikan, yang <\/span><span style=\"font-size: 10pt; background: #fafafa;\">memiliki berbagai s<em>takeholder<\/em>&nbsp;dengan keinginan dan harapan yang berbeda-beda. Ketrampilan hubungan personal dan memahami aspirasi konsumen (<em>stakeholder<\/em>) menjadi pusat dari <\/span><em><span style=\"font-size: 10pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial;\">Service Excellence<\/span><\/em><span style=\"font-size: 10pt; background: #fafafa;\">.<\/span><\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\">&nbsp;<\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\"><span style=\"font-size: 10pt; background: #fafafa;\">UPH sebagai institusi pendidikan sangat menyadari pentingnya <\/span><em><span style=\"font-size: 10pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial;\">Service Excellence<\/span><\/em><span style=\"font-size: 10pt; background: #fafafa;\">dan karena itu pada tanggal 8-9 Feb dan 14-15 Feb 2018 UPH mengadakan <em>Service Excellence Training <\/em>guna terus melengkapi SDM dengan keterampilan sesuai perkembangan yang terjadi. Menurut Dr. Diena Mutiara Lemy A.Par., M.M, Kepala Sekolah Tinggi Pariwisata Pelita Harapan (STPPH), <\/span><em><span style=\"font-size: 10pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial;\">Service Excellence<\/span><\/em><span style=\"font-size: 10pt; background: #fafafa;\">harus dimulai dari internal <em>stakeholder<\/em>, seperti dosen, karyawan, dan mahasiswa aktif.<\/span><\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\">&nbsp;<\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\">&nbsp;<\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\"><span style=\"font-size: 10pt; background: #fafafa;\">Seperti apa yang dimaksud dengan <em>service excellence<\/em>? Tentunya <em>service<\/em> yang tidak biasa-biasa saja. Atau yang hanya sesuai harapan. Melainkan <em>service<\/em> yang jauh melampaui harapan konsumen. Dr. Diena mengutip <em>6 levels of service<\/em> dari <\/span><span style=\"font-size: 10pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial;\">Ron Kaufman, seorang&nbsp;pakar<em> service excellence <\/em>&nbsp;dunia<\/span><span style=\"font-size: 10pt; background: #fafafa;\"> , dimulai dari (1) level <em>Criminal<\/em>&nbsp; yaitu pelayanan yang mengecewakan, (2) level <em>Basic<\/em> yaitu hanya memenuhi sedikit dari yang diharapkan, dan bisa berpotensi menimbulkan komplain, (3) level <em>Expected<\/em> yaitu pelayanan standar, (4) level <em>Desired<\/em> yaitu sesuai dengan yang diharapkan dan sangat memungkinkan pelayan datang kembali, (5) level <em>Suprising<\/em>, memberikan di atas apa yang diharapkan pelanggan sehingga pelanggan selalu datang kembali, (6) level <em>Unbeliavable<\/em> yaitu pelayanan yang sungguh luar biasa dan tidak terpikirkan oleh pelanggan, sehingga sangat berkesan dengan senang hati menceritakan pengalamannya pada orang lain.<\/span><\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\">&nbsp;<\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\">&nbsp;<\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\"><span style=\"font-size: 10pt; background: #fafafa;\">Mengacu pada level <em>service<\/em> tersebut, menurutnya institusi harus memiliki <em>service mindset<\/em>.&nbsp; UPH menetapkan empat landasan utama dalam memberikan <\/span><em><span style=\"font-size: 10pt; background-image: initial; background-position: initial; background-repeat: initial; background-attachment: initial;\">Service Excellence<\/span><\/em><span style=\"font-size: 10pt; background: #fafafa;\"> yaitu (1) berlandaskan Firman Tuhan, (2) visi dan misi UPH yang bersumber kepada tiga pilar utama yaitu pengetahuan sejati, iman kepada Kristus dan karakter Ilahi, (3) <em>service philosophy<\/em> dan <em>values<\/em> yang disimpulkan sebagai pelayanan yang tulus dan berintegritas penuh,&nbsp; serta (4) pencapaian <em>service goal<\/em>. . Untuk itulah UPH konsisten membangun <em>service mindset<\/em> dari internal <em>stakeholder<\/em> untuk dapat menjadi <em>ambassador<\/em> yang merepresentasikan UPH dan mampu memberikan <em>service excellence<\/em>.<\/span><\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\">&nbsp;<\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\">&nbsp;<\/p>\n<p style=\"margin-bottom: 0.0001pt; text-align: justify; line-height: normal;\"><span style=\"font-size: 10pt; background: #fafafa;\">Tentu tujuan akhir yang ingin dicapai dari <em>service excellence<\/em> yang diberikan UPH bukan hanya meningkatnya jumlah mahasiswa, melainkan terpenuhinya kebutuhan pelanggan yang dapat menciptakan kepercayaan (<em>trust<\/em>), nilai (<em>value<\/em>), dan kesetiaan (<em>loyalty<\/em>) baik dari calon mahasiswa, orang tua, mahasiswa dan masyarakat. <\/span><\/p>\n<\/p><\/div>\n<\/td>\n<\/tr>\n<tr>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr>\n<td>\n<div>&nbsp;<\/div>\n<div>&nbsp;<\/div>\n<div>\n<table style=\"height: 7px; width: 997px;\">\n<tbody>\n<tr>\n<td>\n<div>&nbsp;<img decoding=\"async\" class=\" size-full wp-image-53\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/www.uph.edu\/wp-content\/uploads\/2018\/02\/images_training_service_excellence_batch_2.jpg\" alt=\"training_service_excellence_batch_2.jpg\" width=\"450\" height=\"327\" \/><\/div>\n<div style=\"text-align: center;\"><span style=\"font-size: 8pt;\">Peserta Training Service Excellence<\/span><\/div>\n<\/td>\n<td>\n<div><span style=\"font-size: 8pt;\">&nbsp;<img decoding=\"async\" class=\" size-full wp-image-54\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/www.uph.edu\/wp-content\/uploads\/2018\/02\/images_20180209_123107-rotated-1.jpg\" alt=\"20180209_123107.jpg\" width=\"503\" height=\"326\" \/><\/span><\/div>\n<div style=\"text-align: center;\"><span style=\"font-size: 10.6667px; text-align: center; background-color: #fafafa;\">(kiri) Dr. Diena Mutiara Lemy Menerima Apresiasi sebagai Fasilitator dalam Training Batch 1<\/span><\/div>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<div>&nbsp;<img decoding=\"async\" class=\" size-full wp-image-55\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/www.uph.edu\/wp-content\/uploads\/2018\/02\/images_IMG_7740.jpg\" alt=\"IMG_7740.jpg\" width=\"450\" height=\"345\" \/><\/div>\n<div style=\"text-align: center;\"><span style=\"font-size: 8pt;\">Suasana Training Service Excellence Batch 2 yang Difasilitasi oleh&nbsp;<span style=\"line-height: 200%;\">Dr. Amelda Pramezwary, A.Par., M.M.<\/span><\/span><\/div>\n<\/td>\n<td>\n<div>&nbsp;<img decoding=\"async\" class=\" size-full wp-image-56\" style=\"display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/www.uph.edu\/wp-content\/uploads\/2018\/02\/images_IMG_7771.jpg\" alt=\"IMG_7771.jpg\" width=\"502\" height=\"348\" \/><\/div>\n<div style=\"text-align: center;\"><span style=\"font-size: 10.6667px; text-align: center;\">Dr. Amelda Pramezwary, A.Par., M.M., Menerima Apresiasi sebagai Fasilitator Training Batch 2 yang Diberikan oleh Silvy Santoso &#8211; <em>Direktur Departemen Marketing and Admission<\/em><\/span><\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div>&nbsp;<\/div>\n<\/p><\/div>\n<\/td>\n<\/tr>\n<tr>\n<td>&nbsp;<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>Service Excellence merupakan pusat dalam strategi persaingan di perusahaan jasa pada umumnya. Tidak terkecuali dalam institusi pendidikan, yang memiliki berbagai stakeholder dengan keinginan dan harapan yang berbeda-beda<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[990],"tags":[],"class_list":["post-174329","post","type-post","status-publish","format-standard","hentry","category-uncategorized-id"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>UPH Service Excellence - UPH | Universitas Pelita Harapan<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.uph.edu\/id\/2018\/02\/19\/uph-service-excellence\/\" \/>\n<meta property=\"og:locale\" content=\"id_ID\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"UPH Service Excellence\" \/>\n<meta property=\"og:description\" content=\"Service Excellence merupakan pusat dalam strategi persaingan di perusahaan jasa pada umumnya. 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