Pengembangan

SERVICE AND ACADEMIC FACILITY DEVELOPMENT

AT LANGUAGE AND ART FACULTY

OF UNIVERSITAS NEGERI PADANG

ABSTRACT

This planning study aims to expand/improve the academic services and facilities at Fakultas Bahasa dan Seni Universitas Negeri Padang (FBS-UNP). The approach is to fulfill the costumer expectation (WHATs) and/or to fulfill the higher education standard of the government’s rule. The research method approach in use was tactical and interactive approach (strategic planning, Quality Function Deployment/QFD method). The subjects of this research were students, alumnae and also the faculty board. The quota of student subject settled on the proportional quota sampling. The data were collected with interviews, questionnaires, observations and bibliographical study. The questionnaires prepared with subject scaling approach to find the customer needs and service quality rating. The data collected used in QFD method which uses House of Quality (HOQ) matrix to plan and analyze process. The result of the planning study showed the entire customer attributes (WHATs) have to be improved, except the space and facilities for praying, and also the information system accessibility quality and speed which had exceed the standard.

Keywords: academic service, customer attribute, quality function deployment method, strategic planning.

INTRODUCTION

Academic service is the core business for all university which provides higher education. Therefore many universities in Indonesia have inadequate services. Those universities focus more on services for the students and stakeholders and less on service’s productivity and quality (Richard, 2009)

Inadequate academic service in some universities mostly dues to the uncertain condition of the public universities in Indonesia, especially on the amount of admitted student and the received fund yearly. The number of admitted students will decided the number of lectures, classrooms facility, laboratories, faculty room, administration rooms, computer laboratories, internet speed, library collections and spaces, and the overhead fund.

The uncertainty encourages universities to plan therefore without a good plan will create many problems such as; inadequate number of lectures, classrooms facilities, laboratories, and faculty rooms, internet connection, administration rooms, and library spaces. Those problems will imply directly to the courses, practical courses, academic/final assignment advisory, administration services and information technology access.

Base on the background mention above this research will identify, analyze, locates the requirement, planning and give the nest recommendation on services and academic facilities improvement.

Theoretical Frame

Academic Service defined by the Ontario Universities Quality Assurance Council (2010: 1) as:

“Those services integral to a student’s ability to achieve the learning outcomes expected from a program. Such services would typically include, but are not limited to, academic advising and counselling appropriate to the program, information technology, library and laboratory resources directed towards the program, and internship, cooperative education and practicum placement services where these experiential components are a required part of a program”.

Due to the main obligation of the higher education as mention in the university three principles and the definition of academic service defined by the Ontario Universities Quality Assurance Council those academic and faculty services are:     1) course services, 2) academic advisory services, 3) study sources services, with library facilities, 4) practical course services, 5) administration and management activities services, 6) information technology access services, and 7) practical fieldwork services.

Language and art faculty of Universitas Negeri Padang has an academic service system as a unit developed by the university. The service supported with information technology however the application is lack of perfection due to some obstructions. 

The system consists of sub-systems relate to each other to reach a goal. Robbins (2002) defined system as some parts (sub-systems) with relations and inter-dependent with certain path/way as a unit. Therefore academic service system can be defined as a unit of sub-systems constructed with certain ways to support a result requested by the program, held by the university  

Service and academic facilities as a unit of service system in university needs a plan to develop, to complete and to evaluate. Service and academic facilities of a university is an integral part of organization business not only an add-on. The plan consists of all facilities management functions: planning, organizing, staffing, directing, controlling and evaluating (Cotts et al., 2010)

Service and academic facilities plan with strategic approach, due to the knowledge of the facility management practice. The knowledge use to identify correctly the situation and develop recommendations that are appropriate, specific and viable, with favorable implication for the organization’s future (Teicholz, 2004).    

The foundation to use strategic planning to assemble service and academic facility plan concept comes from International Facility Management Association (IFMA, 2009) on facility planning: a) the process started with existing condition analysis; b) the planning development bases on organization requirements and planning strategy consists of requirement to gain organization’s goal; c) do the gap analysis to find the different of the service/facility requirement and existing condition; d) recommendation to fulfill the requirement to gain the organization’s goal; e) fund analysis; and f) analyze the organization ability due to the recommendation.

Recommendation to use strategic planning for the university mention by Lerner (1999: 2):

“Universities are driven to engage in a strategic planning process by a variety of forces.  These include: increasing demand for higher education concurrent with a decline in government funding, changing student demographics, and a need to compete with the emerging models of higher education while keeping the essence of a traditional comprehensive university. A strategic planning process can help prepare a university to face these emerging challenges”.

Lerner (1999) use business strategy model approach to ensure strategic planning success. The approach is to increase the understanding and the participation to create a strategy which includes various parts. It will change the traditional perspective on university. Strategic planning process model in the university describes below:

Picture 1

Strategic Planning Process Model (Lerner, 1999)

 Strategic planning process model develop as the solution of the specific problem or the requirement to alter the work as the defined success organization model criteria. Success organization model will be the guideline to create a plan and the organization operation.

Language and Art Faculty – UNP with motto strive for excellence try to provide excellent service and facility, to satisfy the customer and gain the expected result. The requirement to provide qualify service and facility should support by the institution requirement to fulfill the requirement and satisfaction of the customer not to return satisfying the government invest demand on universities (Yorke, 1997)

Service development completed with Quality Function Deployment (QFD) method which is a method for the organization to satisfy and fulfill its customer requirement. This method use to plan and develop product or service. Product and service plan process completed on a house known as House of Quality (HOQ) as described on picture 2:

Picture 2

House of Quality

The central space is a diagram matrix which describes quantitative relation of the customer with critical to satisfaction (CTSs). Left space use to represent customer attribute of customer requirement (WHATs). Top space above the central space (square) use to describe product requirement (HOWs) or space to plan product to fulfill the customer attribute. The description on the relation of WHATs and HOWs at the relationship matrix is the key of the QFD use, therefore other parts are supporting informations.

Cohen in Yang (2008) mentions the components in building the House of Quality: a) define the costumer attribute (WHATs); b) define the technical requirement to fulfill customer attribute (critical to satisfaction/HOWs), c) create relationship matrix, d) measure the importance ratings (customer desirability index and technical importance ratings), e) create planning matrix, f) define the CTS correlation, g) define the target and limit of the product/service development,           h) benchmarking the product/service competitor to gain the description of the product/ service relative position at present time, and i) develop the next QFD level.

  

METHODS

Data Collection

The research location is in Language and Art Faculty of Universitas Negeri Padang (FBS-UNP). The data type and source in this research are primary and secondary research, in qualitative or quantitative. Primary data collected from interview with student as external customer and faculty leader. Customer attribute developed by Rahayu (2006) is adapted and used to gain measurement and student’s requirement on academic service at FBS-UNP. Secondary data collected from the organization documents in report (monthly/yearly/semester), organization profile, initial research report, service procedure, and also type and number of facilities that support service. There was also bibliography study on literature relate to the research problems.     

The competitor of academic service in this research chose by the faculty leader. The competitor chose on similarity surrounding with FBS-UNP, which then measured by the leader. The competitor service measurement of the research object should be measured by the customer (student), however there is almost none of the student serviced in two different universities, therefore the competitor chose and measured by the faculty leader.

            The research population is the FBS-UNP student who has studied for one year minimum. The criterion was from the researcher. The sample collected with proportional quota sampling. The number of sample in this research measure with Slovin formula with ten percent fault. Therefore of the 3,080 students the samples were 97 students. Data and information collected then used in Quality Function Deployment method.

House of Quality (HOQ)

The data collected in the next step analyzed to gain the solution to the research problem. Analysis device to process the data is HOQ analysis with Microsoft Office Excel 2007.

Customer requirement/attribute (WHATs) developed focus on customer attribute with highest requirement according to the customer (student). Requirement and satisfaction rating measured with Likert scale. Measurement with scale use in most research because the response is more flexible, able to create frequency, correlation and there are various quantitative analysis used in the scale. The scale measurement frees the researcher to merge measurement and opinion in quality and quantity (Cohen et al., 2007). The scale and its importance were as Table 1 below.

Table 1

Respondents Answer Measure on Requirement and Work Level

Importance	Answer
	Requirement	Work
1	Very Unimportant	Very Bad
2	Unimportant	Not Good
3	Quite Important	Quite Good
4	Important	Good
5	Very Important	Very Good

Customer attribute with highest requirement according to customer use as the base to define the correct technical requirement. Technical requirement was based on Higher Education National Standard in Indonesia as in Peraturan Pemerintah No. 19 2005. A customer attribute at least has one technical condition. Formulated customer attribute and technical requirement relation analyzed, therefore a technical requirement could have more than one relation with the customer attribute/ requirement. This level will describe customer attribute/requirement with highest priority to develop. Table 2 is a symbol use in HOQ matrix to define 1) direction of improvement; 2) the relationship in every (WHAT, HOW); 3) HOWs correlation.

Table 2.

Symbols Used in House of Quality Matrix

No.	Symbols	Details	Values
1.	Direction of Improvement
	­	Maximize	1
	·	Target	0
	¯	Minimize	-1
2	The Relationship of WHAT and HOW
	●	Strong	9
	○	Moderate	3
	∆	Weak	1
3	HOWs correlation
	+	Synergy	1
	-	Compromise	-1

ANALYSIS AND ACTION PLAN

Service development using Quality Function Deployment (QFD) as planning device tries to satisfy the customer. Analysis process and product service planning processed as mentioned by Cohen in Yang (2008) below.

First, use customer attributes (WHATs). This research developed customer attribute for academic service as mentioned by Rahayu (2006). Of 62 customer attributes for academic services and facilities developed by Rahayu (2006), there were only 54 used in this research as written and deep interview to the students and student boards. The 54 attributes developed into survey device to find the requirement level and service quality at present time.  The survey result was on Table 3 below.

Table 3.

Customer Desirability Index and Performance of Academic Service and Facilities

No.	Customer Attributes (WHATs)	Customer Desirability Index	Performance
1.	Complete worship space and device availability	4,73	3,50
2.	Adequate classroom availability	4,70	3,38
3.	Easy KRS administration	4,65	3,18
4.	Service rapidity	4,64	3,13
5.	Information system access quality and rapidity	4,64	2,97
6.	Adequate bathroom  and toilet availability	4,64	2,71
7.	Classroom cleanness and comfortableness	4,63	3,24
8.	Library facilities and  services	4,61	3,54
9.	Classroom facilities (OHP, LCD and writing utensils)	4,60	3,33
10.	Bathroom and toilet cleanness	4,59	2,34
11.	Syllabus availability for each initial course	4,58	3,90
12.	Practical venues adequacy	4,56	3,16
13.	Adequate bins availability	4,56	3,01
14.	Course material reception	4,55	3,77
15.	Parking space security	4,54	2,75

Second, define the technical requirement to fulfill customer attribute (critical to satisfaction/HOWs). The technical requirement in this research based on Graduate and Profession Program Equipments and Infrastructure Standard Planning update July 2011. Each WHAT requires minimum one technical requirement (HOW) to fulfill the customer expectation. The technical requirement directed by the faculty leader to revise. Table 4 shows the technical requirement, gained from the faculty leader interview.    

Table  4

Direction of Improvement

Technical Requirement (HOWs)		Improvement
Adequate minimum size of the worship space and requipments		●
Ratio of the classroom size to the students		↑
Services standard procedure		↑
Education staff qualification		↑
Internet access points number		↑
Ratio of the bandwidth to the students		●
Ratio of the toilets to the users		↑
Equipments and Infrastructure management		↑
Ratio of the lectures to the students		↑
Ratio of the education staff to the students		↑
Ratio of the caretakers to area size		↑
Ratio of the library size  to the students		↑
Ratio of the classroom equipments to the classroom		↑
Education staff qualification		↑
Ratio of the laboratory size to the students		↑
Ratio of the studio size to the students		↑
Ratio of the bins to the venues		↑
Details:
­, Increase the present condition ●, Preserve the present condition

Third, develop the relation matrix of the customer requirement to the technical requirement (interrelationship matrix). This matrix is the most important and definitive part of the academic analysis process and service development. The complete result shows in Appendix 1.

Fourth, measure the technical requirement rating and customer requirement (absolute importance). Requirement rating measurement with absolute importance measurement carries out to define customer attribute/requirement development and technical requirement. This priority uses as consideration to create planning and resources of the organization. Based on the chosen and defined priority the planner will be able to plan as the organization’s availability. Table 5 and 6 show the results of the customer requirement and technical requirement’s absolute importance.

  

Table 5

Absolute Importance and Priority of Customer Requirement

Customer Attribute/Requirement (WHATs)	Absolute Importance	Priority
Complete worship space and device availability	85,14	14
Adequate classroom availability	169,2	5
Easy KRS administration	199,95	3
Service rapidity	422,24	1
Information system access quality and rapidity	167,04	6
Adequate bathroom  and toilet availability	83,52	15
Classroom cleanness and comfortableness	143,53	8
Library facilities and  services	152,13	7
Classroom facilities (OHP, LCD and writing utensils)	96,6	12
Bathroom and toilet cleanness	137,7	9
Syllabus availability for each initial course	123,66	10
Practical venues adequacy	177,84	4
Adequate bins availability	109,44	11
Course material reception	273	2
Parking space security	90,8	13

Table 6

Absolute Importance and Priority of Technical Requirement

Technical Requirement (HOWs)	Absolute Importance	Priority
Adequate minimum size of the worship space and requipments	56,25	16
Ratio of the classroom size to the students	88,17	11
Services standard procedure	303,54	2
Education staff qualification	180,09	5
Internet access points number	180,69	3
Ratio of the bandwidth to the students	180,69	4
Ratio of the toilets to the users	69,18	15
Equipments and Infrastructure management	485,52	1
Ratio of the lectures to the students	156,1	6
Ratio of the education staff to the students	73,93	14
Ratio of the caretakers to area size	101,3	10
Ratio of the library size  to the students	124,32	8
Ratio of the classroom equipments to the classroom	143,22	7
Education staff qualification	123,93	9
Ratio of the laboratory size to the students	86,94	12
Ratio of the studio size to the students	86,94	13
Ratio of the bins to the venues	45,67	17

Fifth, develop the planning matrix. Planning matrix measures customer requirement competitiveness. Customer requirement value and increased scale factor shows in Table 7. 

Table 7

Customer Condition, Target Values and Increasing Scale Factor

Of the Customer Requirement Competitiveness

Customer Attribute (WHATs)	Competitive Measurement			Target	Increasing Scale Factor (e/b)
	FBS-UNP	Compe-titor X	Compe-titor Y
a	b	c	d	e	f
Complete worship space and device availability	3,50	3,00	4,00	5,00	1,43
Adequate classroom availability	3,38	4,00	4,00	5,00	1,48
Easy KRS administration	3,18	3,00	4,00	5,00	1,57
Service rapidity	3,13	4,00	4,00	5,00	1,60
Information system access quality and rapidity	2,97	4,00	5,00	5,00	1,68
Adequate bathroom  and toilet availability	2,71	3,00	4,00	4,50	1,66
Classroom cleanness and comfortableness	3,24	3,00	5,00	4,50	1,39
Library facilities and  services	3,54	4,00	5,00	5,00	1,41
Classroom facilities (OHP, LCD and writing utensils)	3,33	4,00	4,00	5,00	1,50
Bathroom and toilet cleanness	2,34	3,00	5,00	4,50	1,92
Syllabus availability for each initial course	3,90	4,00	4,00	5,00	1,28
Practical venues adequacy	3,16	3,00	4,00	4,50	1,42
Adequate bins availability	3,01	4,00	4,00	5,00	1,66
Course material reception	3,77	4,00	5,00	4,50	1,19
Parking space security	2,75	4,00	5,00	5,00	1,82

Target’s values defined from the measurement evaluation of each customer requirement and make new choices to preserve unchanged product or services, revised the products or make a better product than the competitor. Increasing scale factor is the ration of the target’s values of the faculty leader to the customer satisfaction rating. The increasing scale factor values show the effort to reach the defined target.

Sixth, define the relation between the technical conditions (HOWs correlation). These relation could be supported or against each other. The planner has to measure and analyze the relations between technical conditions. The result will define the correct technique to meet the customer expectation. These relationships show in the Appendix 1 embodied in the roof of the HOQ. 

Seventh, define the target and the limit to develop services. Target use as guidance to measure the planning achievement level of the implementation. Target definition has to be rational; therefore before the measurement the organization’s ability to achieve the target has to be measured. The target and limit shows in Table 8 below:

Table 8

Technical Requirement Target and Limit

Technical Requirement (HOWs)	Target and Limit
Adequate minimum size of the worship space and requipments	Target
Ratio of the classroom size to the students	1 m2/student
Services standard procedure	Development priority: services for the students
Education staff qualification	Training/ next level education
Internet access points number	Add 10 more point access
Ratio of the bandwidth to the students	Target
Ratio of the toilets to the users	Optimize the available toilet function
Equipments and Infrastructure management	Optimal management due to the standard
Ratio of the lectures to the students	1 : 25
Ratio of the education staff to the students	1 : 100
Ratio of the caretakers to area size	± 1 : 2.000 m2
Ratio of the library size  to the students	Preserve
Ratio of the classroom equipments to the classroom	LCD projector/OHP mobile, PC/laptop 1 unit/venue
Education staff qualification	Target
Ratio of the laboratory size to the students	1 m2/student
Ratio of the studio size to the students
Ratio of the bins to the venues	Add minimum 1/ venue

 According the faculty leader most of the technical requirement have to be altered. Some are above standard, namely: worship space and equipment minimum size, the ratio of the bandwidth to the student, and the staff education qualification.

Eighth, competitive measurement. This rating will measure the technical competitive and defined technical requirement. Technical requirement use to fulfill customer expectation and as an appeal of the research object condition (FBS-UNP) to the similar surrounding university. The result shows in Table 9 below:   

Table 9

Technical Requirement Target Values

Technical Requirement (HOWs)	Competitive measurement			Target Values
	FBS-UNP	Competitor X	Competitor Y
Adequate minimum size of the worship space and requipments	4	4	5	5
Ratio of the classroom size to the students	3	4	4	5
Services standard procedure	4	4	5	5
Education staff qualification	4	3	5	5
Internet access points number	3	3	4	5
Ratio of the bandwidth to the students	3	3	4	4,5
Ratio of the toilets to the users	3	3	4	5
Equipments and Infrastructure management	4	4	5	5
Ratio of the lectures to the students	3,5	3	5	5
Ratio of the education staff to the students	3	3	4	4,5
Ratio of the caretakers to area size	3,5	4	4	5
Ratio of the library size  to the students	3	3	4	5
Ratio of the classroom equipments to the classroom	3,5	3	5	5
Education staff qualification	4	3	5	5
Ratio of the laboratory size to the students	3	3	4	5
Ratio of the studio size to the students	3	3	4	5
Ratio of the bins to the venues	3	3	4	5

Technical requirement target values defined as the change or revision foundation the technical requirement at the present time, in fulfilling the customer expectation on the academic facilities and services. The values also use as the different perspective to revise the academic services and facilities in more competitive condition. It means academic facilities and services competitive position of the FBS-UNP shows in the customer requirement (WHATs) and technical requirement (HOWs).

Products and services increasing quality using QFD method with HOQ matrix actually is the planner to develop technical requirement which has relation with more than one of the customer requirement to increase a technical requirement, service quality rating on some customer requirement will simultaneously increase. Base on the analysis and plan result formulated in the HOQ matrix in the Appendix 1 these are the plans according to the highest priority:

1.        Equipment and infrastructure management is an important aspect to develop. Mismanagement will create poor services and facilities condition. Services and facilities management require time to observe the organization condition, plan the revision and evaluate frequently to find out the organization achievement.

2.        Service standard procedure. FBS-UNP at present time has developed 69 types services procedure; however the procedure has not yet floored to the sivitas akademika. The services procedure should be planned in an attractive form for the customer.

3.        Internet point access at faculty at the present time are 10 internet access point, which used by 3,945 students. It means each point used by 395 students. This condition made the faculty leader to increase the points into 20. Therefore, each point will be used by 198 students.   

4.        Bandwidth ratio is on fourth technical condition priority. The bandwidth ration standard is 2 Kbps/student, whether the bandwidth available is 3.3 Kpbs/ student. The demand of increasing bandwidth ratio caused by the inadequate internet access point which slower the internet access.     

5.        Education staff qualification is a complex problem for the FBS-UNP. The education staff consists of 23 people with high school level (56.52%), under-graduate level 30.43 %, and graduate level 13.04%. Faculty suggested education staff formation every year is not the foundation to recruit education staff to fulfill the required formation. The problem solved with the support for the education staff to study for the next level and training.

6.        Ratio of the lectures to the student is a problem relate to recruitment policy, which authority is not at the faculty level.  The ratio of the lecture at the present time is 1:28 whether the standard is 1:25. It means the university required 19 lectures for the Indonesian Language and Literature Education Program, IIPK, Classical Dance Program and the English Language and Literature Program.

7.        Ratio of the classroom equipment to the venues consists of OHP, LCD projector (viewer), and writing utensils availability. For some classrooms the equipment available on request due to the insecure classrooms. The plan is every classroom will be equipped with minimum 1 unit PC/ laptop.

8.        Ratio of the library size to the student is 0.2 m²/ student or minimum 200 m² with minimum width 8 m². The standard is 0.2 m²/ student therefore the library should be 789 m² in size. However the faculty leader the library provided at the university level and the one at the faculty or program is reading venue. It will be better if the libraries merge with the whole size 239.25 m² and also the collection. The merger will reach the minimum library size and better management.

9.        The lectures of the FBS-UNP consist of 139 people, distinguished into 12.23 % under-graduate, 66.19% graduate, and 21.58% post graduate. This condition will change due to 15 people study at graduate level and 28 people study at post-graduate level. At present time the lectures are under qualification, therefore it will be qualified for next few years due to the finishing studies and retirement. Another supporting for the lectures recruitment is the minimum qualification, the post-graduate level.