6th cycle IQA for ASSU 2013

The 6th IQA for Academic Supporting Service Units cycle was carried out on October 8 till 29, 2013. Internal auditors involved were 20 auditors, while the number of audited units were 30 units. The scopes of IQA of this cycle were:

  1. Corrective actions of nonconformities in previous IQA for Academic Supporting Service Units
  2. Corrective action of nonconformities in Surveillance ISO 9001:2008 by LRQA,
  3. Implementation of IQAS ISO 9001:2008
  4. Implementation of IQAS excellent public service ,
  5. Implementation of Standard Website .

Standard website has been applied by Academic Supporting Service Units and Academic Service Units and study programs. The IQA of standard website was applied to provide customer/clients information and to be habituate staff updating the website.

The report of 6th cycle IQA for Academic Supporting Service Units gave the important information regarding the implementation of IQAS at Academic Supporting Service Units UB. The main information was inadequate of application of IQAS at UB that are less than 80% meaning the understanding, readiness and discipline in the IQAS implementation need to be improved and assisted.

From 5 standards in this 6th cycle, website standard implementation and corrective actions of previous nonconformities were lack of actions. Most of audited units had not take actions to the previous nonconformities. The nonconformity from previous auditing were still open and even open status for twice. The records have not presented.

In addition, most audited units have not take correction of nonconformities from previous auditing. Therefore, it made difficulties in verification for follow up the previous non-conformities.

For Website standard, most units have already managed website independently, but they do not meet the standard website requirements. However, all required information was available.

 Rerata Implementasi SPMI AIM UKPPA Siklus 6
Figure . IQAS implementation based on 6th cycle IQA for ASSU’s

The implementation of ISO 9001:2008 in every unit showed great variations. Management review and records have not met the requirements. Most of units do not understand the important of management review as a tool to improve the performance. Moreover, management review has not been integrated to the regular evaluation activities.

Rerata Nilai SMM ISO 9001 AIM UKPPA Siklus 6

Figure. The average compliances QSM ISO 9001:2008 standards

The achievement of implementation of SMM ISO 9001:2008 varied from units to units. It was caused by some new Academic Supporting Service Units participated in this 6th cycle IQA. It is indicated by the low scores from new Academic Supporting Service Units such as ULP, UB Media, UB Hotel, Yubi Travel, Griya Brawijaya L2SR, PPIKID, General Courses (MKU), and Double Degree Program. Business Unit as a unit managing the business at UB has not been evaluated because uncertainties position of the manager and unclear tasks and responsibility of the unit.

 Nilai SMM ISO 9001 AIM UKPPA Siklus 6

Figure . Score of QMS ISO 9001:2008 for ASSU’s

The implementation of excellent public service according to the PERMENPAN-RB 38/2012 shows great variations. It showed that all the standards have not been applied and have not meet the requirements, especially services standards referred to the UU 25/2009 regarding public services. Performing and measuring the public satisfaction index referred to KEPMENPAN 25/2004. Moreover, system and procedures, human resources, facilities, complaint response and information technology were good. It was correlated with the score QMS ISO 9001;2008.

IQA results also shows the achievement of new Academic Supporting Service Units in implementation of excellent public service was lower than existed Academic Supporting Service Units. This was due to less understanding and socialization regarding detailed excellent public service on the contrary UB is an ambassador of government university for National Education Department in a “Ajang Citra Pelayanan Prima” .

Rerata Nilai Pelayanan Prima AIM UKPPA Siklus 6

Figure. Average score of Implementation of Excellent Public Service Standards

New standard website has just been applied in 2013, therefore, there were some problems in its’ implementation. These issues are caused by lack of socialization regarding quality standard. However, standard website as a facility and information system at UB is important to be evaluated. Quality assurance needs a good and reliable information system.

Nilai Pelayanan Prima AIM UKPPA Siklus 6

Figure. Score of Implementation of Excellent Public Service Standards of Academic Supporting Service Units

As a leading and big institution, UB should be able to provide accurate information via the website. It is also related to the university rank of Webomatrics-based. However, UB still has to improve to be competitive at ASEAN level.

Rerata Nilai Website AIM UKPPA Siklus 6

Figure. Average Score of Implementation of Website Standard

The most important issue for UB rector is that some Academic Supporting Service Units have not give the services according to their job description/mandate so that the stakeholders could not obtain good information. Most of Academic Supporting Service Units have not present their documentation system information and kind of documents.

 Nilai Website AIM UKPPA Siklus 6

Figure. Score of Standard Website Implementation of Service Standards of ASSU’s

In general, the results shows that established Academic Supporting Service Units participated in previous IQA were more ready than new Academic Supporting Service Units. This was based on the scores showing a low achievement especially in new Academic Supporting Service Units. In the contrary, there are some established Academic Supporting Service Units show a decreasing scores compared to those from previous IQA and some new Academic Supporting Service Units showing good achievements.

 Nilai SPMI AIM UKPPA Siklus 6

Figure. Score of Compliance of Academic Supporting Service Units in 6th cycle IQA