INSTRUMEN PENELITIAN
C. Cara Menyusun Instrumen
7. Pemerintahan Wirausaha: Menghasilkan ketimbang membelanjakan (Enterprising Government: Earning rather than
spending)
8. Pemerintahan Antisipatif: Mencegah daripada mengobati (Anticipatory Government: prevention rather than cure)
9. Pemerintahan berorientasi Pasar: mendongkrak perubahan melalui pasar (Market-oriented Government: leveraging change through out themarket)
10. Mengumpulkan semua menjadi satu(Put it all together)
Bapenas merumuskan Indikator Good Public Governance (Tata Pemerintahah yang baik) di Indonesia menjadi 14 yaitu:
1. Berwawasan ke depan (visi strategis) 2. Terbuka (transparan)
3. Cepat Tanggap (responsif)
4. Bertanggungjawab/bertanggunggugat (akuntabel) 5. Profesional dan kompeten
6. Efisien clan efektif 7. Desentralistis 8. Demokratis
9. Mendorong partisipasi masyarakat
10. Mendorong kemitraan dengan swasta dan masyarakat 11. Menjunjung tinggi supremasi hukum
12. Berkomitmen pada pengurangan kesenjangan 13. Berkomitmen pada tuntutan pasar
14. Berkomitmen pada lingkungan hidup
Robert M. Ranftl (1982) mengemukakan indikator manajemen yang efektif dilihat dari variabel planning, organizing and staffing, directing, control, communication, space and facilities adalah sebagai berikut.
1. Planning
a. Develop realistic, time phased plans for long, medium, and short term.
b. Analyze risk al1dprovide for contingencies.
c. Produce valid and timely proposals and accurate cost estimate. I
d. Forecastftmdirg and manpower requirement accurately.
2. Organizing and Staffing
a. Establish clear I definition of junction, authority, and accountability.
b. Select themost qualified personal to fill its needs.
c. Assign personneli so as to best utilize their capabilities and potential.
d. Assess its stren$ths and weakness and promptly correct deficiency correctjdeficiencies.
3. Directing
a. Maintain high performance standard.
b. Stress people-oriented leadership and the importance of personal example.
c. Delegate work effectively, encouraging maximum employee involvement and responsibility.
d. Recognize achievement and distribute reward equitably.
e. Encourage employee development and growth.
4. Control
a. Monitor operasional progress and promptly correct deficiencies.
b. Control expenditures as required to assure achievement of profit objective.
c. Adhere toschedule.
d. Assess its productivity and continually strive it improve it.
5. Communication
a. Maintain good intra- and inter organizational communications.
b. Keep management informed of key operations and problems.
c. Keep employee informed and solicit their ideas and opinion.
d. Encourage the exchange of.technical information.
6. Procurement/Subcontracting
a. Act promptly on procurement matter
b. Establish effective time-phased plans for procurement c. Assume an active role in "make or buy" decision d. Assist in developing subcontract sources
e. Maintain an effective interface with subcontractors and monitor subcontractor progress
7. Space and Facilities
a. Accurately predict its space andfacilities needs.
b. Make optimal use of available space andfacilities.
c. Ensure proper maintenance and calibration of all instruments and equipment.
d. Maintain required accountability records of all instruments and equipment.
e. Maintain required accountability records of allproperty.
f
Maintain high standards of housekeeping.Chung/Megginson (1981) mengemukakan indikator variabel performance kerja yang meliputi:
I. Quantity of work 2. Quality of work 3. Job Knowledge 4. Creativeness 5. Cooperation 6. Dependability 7. Initiative
8. Personal Qualities
Selanjutnya di bagian yang lain Chung/Megginson (1981) mengemukakan indikator variabel pekerjaan manajer (manager job) adalah seperti tabel 6.4 berikut.
Dari tabel 6.4 terlihat bahwa, pekerjaan manajer meliputi lima sub variabel yaitu: interpersonal role; informational role; decision roles, administrative activities; technical. organizing activities. Setiap sub variabel ada yang dikembangkan menjadi berbagai komponen dan ada yang tidak.
Berdasarkan komponen dan deskripsi tersebut selanjutnya dapat disusun ke dalam pertanyaan atau pernyataan.
Parasuraman dan Berry (1990) memberikan dimensi, indikator dan contoh pertanyaan tentang Kualitas Pelayanan seperti ditunjukkan pada tabel 6.5 berikut. Dangin Aryadi (2002) mengembangkan instrumen untuk mengukur Pelaksanaan Manajemen Unit Produksi di Sekolah Menengah Kejuruan, dengan kisi-kisi seperti ditunjukkan pada tabel 6.6. Pada penelitian tersebut, terdapat 5 variabel yang ditetapkan untuk diteliti yaitu:
perencanaan, pengorganisasian, pelaksanaan, dan pengawasan.
TABEL604
KISI-KISIIMATRIK PENGEMBANGAN INSTRUMEN:
VARIABEL PEKERJAAN MANAJER
Variabel Sub-
Komponen dan Deskripsi variabel
Figure head: activities involving ceremonial, social, or legal duties (dinner, luncheons, signing contract, civic affai r,etc)
Interpersonal Leader: motivating, guiding, developing subordinates
Role (staffing, training, and rewarding employees)
Liaison: maintaining contacts with people outside of your chain of command (staff meeting, lunches with peers, customers, and supplier)
Monitor: Seeking and obtaining information through verbal and written communication media (meeting, memos, reports, telephone)
I-< Informational Disseminator: transmitting information to subordinates
0e?
~ Roles (trough meeting, memos, briefing, and telephone)e
Spokesperson: transmitting information to people~ outside the work group (speaking to groups, reporting
~ tooutsiders, and briefing stockholders)
r: Entrepreneur: searching for business opportunities and
~~ planning new activities for performance improvement
0C'
~ Decision (new venture, new product, and planning).!C~ Roles Disturbance Handler: taking corrective action on Q.; problems or pressure (labor strikes, material shortages,
andpersonal conflict resolutions)
Resource Allocate: deciding which organizational units get what resources and how much (budgeting, capital Decision Roles expenditure decisions, and personal assignment)
Negotiator: negotiating with employees, customers, suppliers, labor contract negotiations, and salary negotiations)
Administrative Processing paperwork, budgetary administration, and Activities monitoring rules and regulation
Technical Solving technical problems, supervising the technical Activities work, and working with tools and equipment
Organizing Organizing or reorganizing group activities, reassigning activities tasks, and defining authority and responsibility
relationships
TABEL 6.5
DIMENSI, DEFINISI DAN CONTOH PERTANYAAN TENTANG KUALITAS PELA YANAN
Dimension and
Example of Specific Question Raised by Customer Definition
Tangibles: Appearance 1. Are thebank's facilities attractive?
of physical facilities 2. Ismy stockbroker dressed appropriately?
equipment. 3. Ismy credit card statement easy tounderstand?
personnel, and 4. Do the tools used bythe repair person look
communication modern?
materials.
Reliability: Ability to 5. When a loan officer says she will call meback in perform the promised 15 minutes, does she do so?
service dependably 6. Does the stockbroker follow my exact instruction and accurately tobuy or sell?
7. Is my credit card statement free of errors?
8. Ismy washing machine repaired right the first time?
Responsiveness: 9. When there isaproblem with mybank statement, Willingness to help does thebank resolve theproblem quickly?
customers and 10. Ismy stockbroker willing to answer myquestion?
provide prompt 1l. Arecharges for returned merchandise credited to
service myaccount promptly?
12. Isthe repair firm willing to give me aspecific time when the repair person willshow up?
Competence: Possession 13. Is the bank teller able to process my transactions of the required skills without fumbling around?
and knowledge to 14. Does mybrokerage firm have the research perform the service capabilities to accurately track market
development?
15. When I call mycredit card company, isthe person at theother and able toanswer my questions?
16. Does the repair person appear to know what he is doing?
Courtesy: Politeness, 17. Does the bank teller have apleasant demeanor?
respect, 18. Does my broker refrain from acting busy or being consideration, and rude when I ask questions?
friendliness of 19. Are the telephone operators in thecredit card contact personnel. company consistently polite when answering my
calls?
20. Does the repair person take off hismuddy shoes before stepping on my carpet?
Lanjutan tabel 6.5
Dimension and Examples of specific Question Raised by Customer Definition
Credibility: Trust
•
Does the bank have agood reputation?worthiness, believability,
•
Does mybroker refrain from pressuring me to honesty of the service buy?provider.
•
Arethe interest rates/fees charged by my credit card company consistent with the services provided?•
Does therepair firmguarantee its service?Security: Freedom from
•
Is it safe for meto use thebank's automatic danger, risk, or doubt. teller machines?•
Does my brokerage firm know where my stock certificate is?•
Ismycredit card safe from unauthorized use?•
Can I beconfident that the repair job was done properly?Access: Approachability
•
How easy isit for meto talk to senior bank and ease of contact officials when Ihave a problem?•
Isiteasytoget through tomybroker over the telephone?•
Does the credit card company have a 24- hour, toll-free telephone number?•
Is therepair service facility conveniently located?Communication:
•
Can theloanofficer explain clearly the Keeping customer various charges related tothe mortgage loan?informed in language
•
Does mybroker avoid using technical jargon?they can understand and
•
When I call mycredit card company, are they listening tothem willing tolisten to me?•
Does the repair firmcall when they are unable to keeo ascheduled repair appointment?Understanding the
•
Does someone in mybank recognize me asa Customer: Making the regular customer?effort toknow customers
•
Does mybroker trytodetermine what my and their needs specific financial objectives are?•
Is the credit card company consistent with what Ican afford (i.e.,neither too high nor too low?•
Isthe repair firm willing tobeflexible enough to accommodate my schedule?TABEL6.6
KISI-KISI INSTRUMEN UNTUK MENGUKUR PELAKSANAAN MANAJEMEN UNIT PRODUKSI PAD A SMK DI DAERAH
ISTIMEWA YOGYAKARTA
Variabel Indikator Jumlah Nomor butir
butir pada instrumen*
Perencanaan I. Tujuan 3 AI, 2, 3
2. Keterkaitan 3 A4, 5, 6
3. Sistematis 1 A7
4. Anggaran 3 A8, 9,10
5. Jadwal 1 All
6. Program 2 A12 dan 13
7. Pengembangan 1 A. 14
Pengorgani- l. Struktur organisasi 1 Bl
sasian 2. Mekanisme kerja 1 B2
3. Ketatausahaan 1 B3
4. Staffing 1 B4
5. Program kerja 1 B5
6. Departemenisasi 1 B6
7. Badan Independen 1 B7
Pelaksanaan I. Proses 3 Cl, 2, 3
2. Omset 4 C4,5,6
3. Pemanfaatan 4 C8, 9,11
4. Relevansi 1 C12
5. Target 1 C13
6. Ketertiban 2 C14, 15
Pengawasan 1. Program 1 Dl
2. Intensitas 2 D2,3
3. Evaluasi 1 D4
4. Tindak lanjut 1 D5
5. Kualitas 1 D6
6. Jadwal 1 D7
7. Resiko 1 D8
8. Biaya 1 D9
9. Pemantauan 1 D10
10. Pelaporan 1 Dll
*Instrumen tidak dilampirkan, sehingga butir-butir tidak diketahui