Research Article
Management of Testing Services at Environmental Laboratory Regional Technical Implementation Unit of Bandung Regency using Soft System Methodology
@INPROCEEDINGS{10.4108/eai.29-11-2023.2347806, author={Mala Hesti Purwani and Endang W. Trilestari and Ely Sufianti and Edah Jubaedah and Septiana Dwi Putrianti}, title={Management of Testing Services at Environmental Laboratory Regional Technical Implementation Unit of Bandung Regency using Soft System Methodology}, proceedings={Proceedings of the 5th International Conference on Administration Science, ICAS 2023, 29 November 2023, Bandung, West Java, Indonesia}, publisher={EAI}, proceedings_a={ICAS}, year={2024}, month={9}, keywords={service quality innovation e-government soft system methodology}, doi={10.4108/eai.29-11-2023.2347806} }- Mala Hesti Purwani
Endang W. Trilestari
Ely Sufianti
Edah Jubaedah
Septiana Dwi Putrianti
Year: 2024
Management of Testing Services at Environmental Laboratory Regional Technical Implementation Unit of Bandung Regency using Soft System Methodology
ICAS
EAI
DOI: 10.4108/eai.29-11-2023.2347806
Abstract
One important element in environmental protection and management policy is the availability of valid and accountable environmental quality testing data. Environmental Laboratory Regional Technical Implementation Unit of Bandung Regency as the provider of testing services has been accredited by KAN based on ISO/IEC 17025:2017. In its implementation, there are still various problems related to the quality of testing services. This research uses data collection techniques from interviews, observation, document review and distribution of questionnaires using the Soft System Methodology (SSM) analysis method. From this approach, it was found that problems with incoming complaints were caused by errors in test results and delays in test results. CATWOE deepening and service quality dimensions are used to obtain a new conceptual model to solve this problem. A recommendation that might be implemented is to come up with an idea in the form of a process innovation that shifts some service procedures from manual to digital processes. This conceptual model must be applied and its shortcomings analyzed so that they can be improved by adjusting the conditions and organizational culture of the UPTD Environmental Laboratory. Furthermore, to resolve several other problems, further research is needed in terms of increasing the capacity of Human Resources (HR) and the possibility of budget availability to support infrastructure that can improve the quality of testing services.