{"id":16906,"date":"2023-03-30T21:59:46","date_gmt":"2023-03-30T14:59:46","guid":{"rendered":"https:\/\/paradigm.co.id\/?p=16906"},"modified":"2023-03-30T22:49:58","modified_gmt":"2023-03-30T15:49:58","slug":"konsep-dasar-pelayanan-prima","status":"publish","type":"post","link":"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/","title":{"rendered":"Konsep Dasar Pelayanan Prima: Tujuan, Fungsi, Implementasi"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Banyak perusahaan yang mencoba mengimplementasi <\/span><i><span style=\"font-weight: 400;\">Service Excellence<\/span><\/i><span style=\"font-weight: 400;\"> (Pelayanan Prima) namun gagal. Padahal perusahaan telah mengeluarkan biaya, waktu dan tenaga yang tidak sedikit untuk melakukan pelatihan<\/span><a href=\"http:\/\/gofaztrack.com\/service-excellence\/definisi-pelayanan-prima-atau-service-excellence\/\"> <span style=\"font-weight: 400;\">pelayanan prima<\/span><\/a><span style=\"font-weight: 400;\"> bagi karyawannya. Hmm\u2026 Kira-kira kenapa ya? Ada baiknya kita pelajari dulu seperti apa sih konsep dasar pelayanan prima.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pada dasarnya pelayanan prima adalah pelayanan yang diberikan oleh perusahaan untuk melayani pembeli atau pelanggan dengan sebaik-baiknya. Pelayanan prima tentu saja ditujukan untuk memberikan kepuasan pada pelanggan. Perusahaan akan berusaha melakukan pelayanan terbaik sehingga pelanggan yang ada di dalam maupun di luar perusahaan dapat memenuhi kebutuhan atau keinginannya, baik produk barang atau jasa dengan baik.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ternyata sekedar pelatihan bagi karyawan bukanlah jawaban satu-satunya. Karena keramahan dan sopan santun dalam melayani tidaklah cukup untuk memenangkan hati pelanggan. <\/span><i><span style=\"font-weight: 400;\">Service Excellence<\/span><\/i><span style=\"font-weight: 400;\"> tentu tidak cukup hanya menjadi sebuah paradigma dan keterampilan para garda depan dalam melayani pelanggan, tetapi membutuhkan kesungguhan, kemantapan hati dan komitmen tinggi dari setiap bagian di organisasi khususnya manajemen puncak. <\/span><i><span style=\"font-weight: 400;\">Service Excellence<\/span><\/i><span style=\"font-weight: 400;\"> juga harus diturunkan menjadi suatu langkah terstruktur yang diimplementasikan di setiap fungsi di perusahaan. Karena itu, yuk kita pelajari dulu konsep dasar pelayanan prima! Mulai dari tujuan, fungsi, hingga implementasinya.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_55 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Daftar Isi<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Konsep_Dasar_Pelayanan_Service\" title=\"Konsep Dasar Pelayanan (Service)\">Konsep Dasar Pelayanan (Service)<\/a><ul class='ez-toc-list-level-3'><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#4_Konsep_Pelayanan_Prima_Berkaitan_dengan_Kualitas\" title=\"4 Konsep Pelayanan Prima, Berkaitan dengan Kualitas\">4 Konsep Pelayanan Prima, Berkaitan dengan Kualitas<\/a><ul class='ez-toc-list-level-4'><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Biaya_Kualitas\" title=\"Biaya Kualitas \n\">Biaya Kualitas \n<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Pengendalian_Kualitas_Terpadu\" title=\"Pengendalian Kualitas Terpadu \n\">Pengendalian Kualitas Terpadu \n<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Reliability_Engineering\" title=\"Reliability Engineering \n\">Reliability Engineering \n<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Zero_Defect\" title=\"Zero Defect \n\">Zero Defect \n<\/a><\/li><\/ul><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Tujuan_Pelayanan_Prima\" title=\"Tujuan Pelayanan Prima\">Tujuan Pelayanan Prima<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Fungsi_Pelayanan_Prima\" title=\"Fungsi Pelayanan Prima\">Fungsi Pelayanan Prima<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/#Implementasi_Service_Excellence\" title=\"Implementasi Service Excellence\">Implementasi Service Excellence<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Konsep_Dasar_Pelayanan_Service\"><\/span><b>Konsep Dasar Pelayanan (<\/b><b><i>Service<\/i><\/b><b>)<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Layanan prima sendiri terdiri dari dua elemen yang saling berkaitan. Dua elemen tersebut, yakni <strong>pelayanan dan kualitas<\/strong>. Ya, tak hanya menonjolkan pelayanan dalam hal komunikasi terhadap pelanggan saja namun kualitas produk atau jasa juga termasuk dalam pelayanan prima. Ada 4 konsep penting berkaitan dengan kualitas,<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"4_Konsep_Pelayanan_Prima_Berkaitan_dengan_Kualitas\"><\/span>4 Konsep Pelayanan Prima, Berkaitan dengan Kualitas<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Biaya_Kualitas\"><\/span><span style=\"font-weight: 400;\">Biaya Kualitas<br \/>\n<\/span><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Biaya kualitas terkait dengan biaya pengendalian kualitas barang agar tidak cepat rusak dan juga biaya kegagalan produk.<\/span><\/li>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Pengendalian_Kualitas_Terpadu\"><\/span><span style=\"font-weight: 400;\">Pengendalian Kualitas Terpadu<br \/>\n<\/span><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Terdiri dari pengendalian rancangan baru, bahan baku yang akan datang, produk.<\/span><\/li>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Reliability_Engineering\"><\/span><i><span style=\"font-weight: 400;\">Reliability<\/span><\/i> <i><span style=\"font-weight: 400;\">Engineering<br \/>\n<\/span><\/i><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Diharapkan produk yang ditawarkan dapat bekerja dengan baik.<\/span><\/li>\n<li>\n<h4><span class=\"ez-toc-section\" id=\"Zero_Defect\"><\/span><i><span style=\"font-weight: 400;\">Zero Defect<br \/>\n<\/span><\/i><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Mengurangi kesalahan-kesalahan yang disebabkan oleh kurangnya pengetahuan, fasilitas dan perhatian pada produk<\/span><\/li>\n<\/ol>\n<p>Pelayanan prima bisa kita lihat pada pelayanan yang diberikan pemerintah kepada masyarakatnya. Umumnya pelayanan pada negara miskin kualitasnya jauh di bawah standar. Sedangkan di negara berkembang kualitas pelayanannya rata-rata telah memenuhi standar minimal. Berbeda lagi di negara maju, kualitas pelayanannya di atas standar minimal.<\/p>\n<p><a href=\"https:\/\/paradigm.co.id\/id\/service-excellence-adalah\/\" target=\"_blank\" rel=\"noopener\">Baca Juga: Service Excellence Adalah Kunci Loyalitas Pelanggan, Pelajari 3 Prinsipnya<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Tujuan_Pelayanan_Prima\"><\/span>Tujuan Pelayanan Prima<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<figure id=\"attachment_16911\" aria-describedby=\"caption-attachment-16911\" style=\"width: 640px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" class=\"wp-image-16911 size-full\" src=\"https:\/\/paradigm.co.id\/wp-content\/uploads\/2023\/03\/tujuan-service-excellence-konsep-dasar-pelayanan-prima.jpg\" alt=\"tujuan service excellence, konsep dasar pelayanan prima\" width=\"640\" height=\"427\" srcset=\"https:\/\/paradigm.co.id\/wp-content\/uploads\/2023\/03\/tujuan-service-excellence-konsep-dasar-pelayanan-prima.jpg 640w, https:\/\/paradigm.co.id\/wp-content\/uploads\/2023\/03\/tujuan-service-excellence-konsep-dasar-pelayanan-prima-300x200.jpg 300w, https:\/\/paradigm.co.id\/wp-content\/uploads\/2023\/03\/tujuan-service-excellence-konsep-dasar-pelayanan-prima-18x12.jpg 18w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><figcaption id=\"caption-attachment-16911\" class=\"wp-caption-text\">Source: <a href=\"https:\/\/www.pexels.com\/photo\/a-man-talking-to-woman-7658399\/\" target=\"_blank\" rel=\"noopener\">Pavel Danilyuk for Pexels<\/a><\/figcaption><\/figure>\n<ol>\n<li>Untuk memberikan pelayanan yang bermutu tinggi kepada pelanggan<\/li>\n<li>Untuk menimbulkan keputusan dari pihak pelanggan agar segera membeli barang\/jasa yang ditawarkan pada saat itu juga<\/li>\n<li>Untuk menumbuhkan kepercayaan pelanggan terhadap barang\/jasa yang ditawarkan<\/li>\n<li>Untuk menghindari terjadinya tuntutan-tuntutan yang tidak perlu dikemudian hari terhadap produsen<\/li>\n<li>Untuk menciptakan kepercayaan dan kepuasan kepada pelanggan<\/li>\n<li>Untuk menjaga agar pelanggan merasa diperhatikan segala kebutuhannya<\/li>\n<li>Untuk mempertahankan pelanggan<\/li>\n<\/ol>\n<p>Seperti yang kita tahu, inti dari tujuan pelayanan prima adalah memberikan mutu pelayanan terbaik serta menumbuhkan atau mempertahankan kepercayaan dari pelanggan kepada perusahaan.<\/p>\n<p><a href=\"https:\/\/paradigm.co.id\/id\/komunikasi-adalah-kunci-pelayanan\/\" target=\"_blank\" rel=\"noopener\">Baca Juga: Komunikasi Adalah Kunci Service Excellent, Pahami 5 Faktor Ini<\/a><\/p>\n<p>Selain tujuan yang ingin dicapai melalui pelayanan prima, pelayanan prima juga tentu punya fungsi untuk mencapai tujuan tersebut.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Fungsi_Pelayanan_Prima\"><\/span>Fungsi Pelayanan Prima<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Fungsi pelayanan prima antara lain sebagai berikut:<\/p>\n<ol>\n<li>Melayani pelanggan dengan ramah, tepat, dan cepat<\/li>\n<li>Menciptakan suasana agar pelanggan merasa dipentingkan<\/li>\n<li>Menempatkan pelanggan sebagai mitra usaha<\/li>\n<li>Menciptakan pangsa pasar yang baik terhadap produk\/jasa<\/li>\n<li>Memenangkan persaingan pasar<\/li>\n<li>Memuaskan pelanggan, agar mau berbisnis lagi dengan perusahaan<\/li>\n<li>Memberikan keuntungan pada perusahaan<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Implementasi_Service_Excellence\"><\/span>Implementasi <em>Service Excellence<\/em><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Langkah awal dari implementasi <em>Service Excellence<\/em> ini membutuhkan Komitmen dari Pimpinan Puncak di perusahaan, di mana mereka harus menyusun strategi pelayanan yang hasil akhirnya dikenal dengan <a href=\"http:\/\/wiki.answers.com\/Q\/What_is_a_strategic_intent_of_an_organisation\">Service<\/a><a href=\"http:\/\/wiki.answers.com\/Q\/What_is_a_strategic_intent_of_an_organisation\"><em> Strateg<\/em><\/a><a href=\"http:\/\/wiki.answers.com\/Q\/What_is_a_strategic_intent_of_an_organisation\"><em>ic<\/em><\/a><em> Intent<\/em> (SSI), yaitu pernyataan perusahaan secara spesifik mengenai apa yang akan diberikan kepada pelanggan yang mencerminkan keunikan dan kemampuan perusahaan.<\/p>\n<p>Untuk mencapai sasaran tersebut, perusahaan harus mengelola sejumlah strategi penting dalam implementasi <em>Service Excellence<\/em> (SE) di perusahaan.<\/p>\n<ol>\n<li>Strategi pelayanan (<em>SE Strategy<\/em>)<\/li>\n<li>Standar dan pengukuran pelayanan dan tolak ukurnya (<em>SE Standard and Measurement)<\/em><\/li>\n<li>Pelatihan dan bimbingan dalam pelayanan (<em>SE Training and Coaching<\/em>)<\/li>\n<li>Otorisasi\/pemberdayaan staf dalam pelayanan (<em>SE Authority\/Empowerment<\/em>)<\/li>\n<li>Mengukur kinerja pelayanan eksternal\/internal (<em>SE Feedback<\/em>)<\/li>\n<li>Pengakuan dan penghargaan terhadap pencapaian sasaran pelayanan (<em>SE Reward and Recognition<\/em>)<\/li>\n<\/ol>\n<p><img loading=\"lazy\" class=\"wp-image-16219 size-large aligncenter\" src=\"https:\/\/paradigm.co.id\/wp-content\/uploads\/2022\/10\/2-1-1024x527.jpg\" alt=\"Pengertian Pelayanan Prima dan 5 Karakter Utama dalam Kualitas Pelayanan\" width=\"800\" height=\"412\" srcset=\"https:\/\/paradigm.co.id\/wp-content\/uploads\/2022\/10\/2-1-1024x527.jpg 1024w, https:\/\/paradigm.co.id\/wp-content\/uploads\/2022\/10\/2-1-300x154.jpg 300w, https:\/\/paradigm.co.id\/wp-content\/uploads\/2022\/10\/2-1-768x395.jpg 768w, https:\/\/paradigm.co.id\/wp-content\/uploads\/2022\/10\/2-1-18x9.jpg 18w, https:\/\/paradigm.co.id\/wp-content\/uploads\/2022\/10\/2-1.jpg 1400w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><strong>Referensi:<\/strong><\/p>\n<blockquote class=\"wp-embedded-content\" data-secret=\"XThMMpayeG\"><p><a href=\"https:\/\/www.hrd-forum.com\/pentingnya-pelayanan-prima-bagi-perusahaan-anda\/\">Pentingnya Pelayanan Prima Bagi Perusahaan Anda<\/a><\/p><\/blockquote>\n<p><iframe class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; clip: rect(1px, 1px, 1px, 1px);\" title=\"&#8220;Pentingnya Pelayanan Prima Bagi Perusahaan Anda&#8221; &#8212; \" src=\"https:\/\/www.hrd-forum.com\/pentingnya-pelayanan-prima-bagi-perusahaan-anda\/embed\/#?secret=lnzbvDov9a#?secret=XThMMpayeG\" data-secret=\"XThMMpayeG\" width=\"600\" height=\"338\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<p>https:\/\/pixabay.com\/id\/photos\/pelayan-restoran-caf%C3%A9-kopi-2376728\/<\/p>\n<p>https:\/\/www.kompasiana.com\/faztrack\/552bf6616ea834ac788b45c0\/6-strategi-implementasi-service-excellence<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Banyak perusahaan yang mencoba mengimplementasi Service Excellence (Pelayanan Prima) namun gagal. Padahal perusahaan telah mengeluarkan biaya, waktu dan tenaga yang tidak sedikit. Ternyata sekedar pelatihan bagi karyawan bukanlah jawaban satu-satunya. yuk kita pelajari dulu konsep dasar pelayanan prima! Mulai dari tujuan, fungsi, hingga implementasinya.<\/p>\n<p> <a class=\"more-link\" href=\"https:\/\/paradigm.co.id\/id\/konsep-dasar-pelayanan-prima\/\">Read more<\/a><\/p>","protected":false},"author":1,"featured_media":16909,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_mi_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false},"categories":[45],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.6.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Konsep Dasar Pelayanan Prima: Tujuan, Fungsi, Implementasi<\/title>\n<meta name=\"description\" content=\"Sudah mengadakan training service excellence namun gagal? 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