Penerapan SNI ISO 9001:2015 dalam Rangka Peningkatan Mutu Layanan Litbang BATAN

Abstract

Improving the quality of research and development (R&D) services, in terms of the quality of public services, must consider several aspects in its implementation, one of them is the level of community satisfaction. As a non-ministerial government institution, BATAN has measured the level of community satisfaction of public services implementation through the assessment of the Community Satisfaction Index (IKM) based on the application of SNI ISO 9001:2015 on Quality Management Systems. Therefore, it is necessary to analyze the quality of R&D services produced and provided by BATAN to the community following the SNI ISO 9001:2015 implementation to provide a more excellent and sustainable service improvement. The research used quantitative method, based on previous literature studies on the BATAN Performance Report and results of BATAN's Management System audit. The results show that the value of IKM BATAN tends to increases every year from 2018 to 2020 with a value of IKM consecutively by 3,35; 3,36 and 3,40. This shows that there is conformity with the implementation of standards according to SNI ISO 9001:2015 clause 9.1.2 related to customer satisfaction with the PDCA (Plan-Do-Check-Act) cycle.