ASSESSING THE EFFECTIVENESS OF RELIGIOUS ORGANIZATION OFFICE DIVISION USING MCKINSEY 7S MODEL

• Main Author: Elizabeth Abraham, Jovita
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/46051
• Institution: Institut Teknologi Bandung

ABC is a religious organization that is experiencing a significant growth and have great potential in assisting and supporting country’s economic development. Acting as a non-profit organization, ABC is also facing the common issue of non-profit organization, which is a strongly led organization yet under managed. Ineffective organization practices often encounter, particularly in ABC office division that responsible in ensuring all activities conducted to run well. Such ineffectiveness has affected the organization’s growth to increase at slowing pace, which hampering the organization achieve its full potential in providing greater impact to society. Ineffective organization practices have been unfavorably impacting employees’ satisfaction and commitment, which is shown through an increase on employees’ turnover and lateness record ratios and some of other identified unfavorable employees’ behavior. Referring to Service Chain Model, it is believed that low employees’ satisfaction and commitment lead to a low quality of service provided, which then affect customers’ satisfaction and organization’s growth. Conducting SERVQUAL analysis, it is identified that Reliability aspect is the weakest service quality dimension perceived. Utilizing McKinsey 7S Model to identify ineffective elements, it is found that ineffective elements owned by ABC office division are in relation to Structure and Systems. As Structure is selected focus element on this paper, there are at least four problem categories that are believed to be contributing factors to ineffective ABC office division’s Structure element. Those four problem categories are Organization Structure, Management, Environment, and People. Utilizing SWOT and TOWS matrix analyses to provide appropriate solutions and alternatives, there are 7 solutions that are considered to be highly effective in addressing each of identified problem categories. Those 7 solutions are organization structure refinement and enhance communication patterns/channels to address Organization Structure problem category, clear job descriptions and employees’ KPIs to address Management problem category, office layout rearrangement to address Environment problem category, organization’s team building event, employee future recruitment, and donation events to address People problem category. Those proposed solutions are suggested to be implemented and divided into two solution implementation planning schedules, which are short and medium term. It is expected, with improved Structure element in ABC office division, the organization is able to function effectively and achieve its full potential for impacts.