KINERJA SUMBER DAYA MANUSIA DALAMMELAYANI PENGGUNA DENGAN TOTAL QUALITY MANAJEMEN (TQM) METODE 14 DEMING DI UPT PERPUSTAKAAN PUSAT UNDIP

• Main Authors: , YUNI NURJANAH, , Prof. Dr. Mudiyono
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/120627/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60665
• Institution: Universitas Gadjah Mada

The objectives of this research are to find out the performance of Human Resources (HR) in user services with the concept of Total Quality Management (TQM) of 14 Deming�s methods at Diponegoro University Library. This research used a qualitative approach. This research is a descriptive study. Methods of collecting data through observation, study documents, and interviews. Data processing by editing and coding. Data analysis using data reduction, display data, conclusions and verification. The validity test done by the triangulation of data sources. The results showed that, from the user side: (1) viewed from the approach librarian skills elements, Average HR already has sufficient competence both in terms of skills and education., and has qualified assurance and empathy dimensions of the quality of library services. (2) viewed from the approach comfortable place elements dan dari dimensi tengible, it can be concluded that the performance of HR is not good enough. (3) viewed from the approach compleeteness of collections elements, suggests that the development of quality products already looks good enough. (4) viewed from the approach procedure and systems of service�s elements, it can be said that the services system is sophisticated enough. It can be concluded that the performance of HR at the library service has been good enough. (5) viewed from the approach policy and rule�s elements, HR performance in serving the user has not been good enough. In terms of librarians and leaders: (1) Viewed from the concept approach of focus on customer needs, the performance of HR at the library service has been good enough. (2) Viewed from the concept approach of survey of customer requirements, the performance of HR at the library service has been good enough. (3) Viewed from the concept approach of human resources management, HR performance at the library, it is good enough. (4) Viewed from the concept approach of creating continuous improvement, the performance of HR at the library service is still not good enough.