Pendampingan Peningkatan Kemampuan Pelayanan Prima Melalui Metode Face to Face berbasis Hands on Bagi Alumni Departemen AP FIP UM

Desi Kusumaningrum; Teguh Triwiyanto; Wildan Zulkarnain; Aulia Mafaza; Reka Tristia

Authors

Desi Kusumaningrum, Universitas Negeri Malang, Indonesia
Teguh Triwiyanto, Universitas Negeri Malang, Indonesia
Wildan Zulkarnain, Universitas Negeri Malang, Indonesia
Aulia Mafaza, Universitas Negeri Malang, Indonesia
Reka Tristia, Universitas Negeri Malang, Indonesia

Keywords:

Pelayanan prima, pelatihan, face to face, hands on

Abstract

Kegiatan pengabdian masyarakat berupa pendampingan peningkatan kemampuan layanan prima melalui metode face to face berbasis hands on ditujukan untuk alumni Departemen AP FIP UM dalam rangka menyongsong kesiapan alumni saat bekerja di lembaga kependidikan. Tujuan kepenulisan artikel ini adalah untuk menganalisis pelaksanaan kegiatan pengabdian, serta sebagai bahan evaluasi reflektif. Metode yang dilaksanakan dalam kegiatan ini terbagi menjadi dua fase yakni face to face based hands on dan evaluasi kegiatan. Face to face based hands on dilaksanakan melalui ceramah, tanya jawab, sharing experience, dan pelaksanaan workshop. Evaluasi pelaksanaan program dan tindak lanjut dilaksanakan melalui (1) evaluasi proses dan (2) evaluasi hasil. Peserta pelatihan ini adalah 25 alumni Departemen AP FIP UM yang telah bekerja dan mempersiapkan diri untuk masuk ke dunia kerja. (1) ketepatan bahan materi memproleh mayoritas 36% sangat setuju, (2) kemenarikan penyamapaian materi 48%, dan (3) ketepatan alokasi waktu 76%. Berlandaskan evaluasi hasil yang ada memperoleh data berupa (1) 28% peserta sangat setuju pendampingan mampu meningkatkan softskill, (2) 28 % sangat setuju pendampingan mampu meningkatkan produktivitas kerja, dan (3) 48% pendampingan mampu meningkatkan mutu lembaga Pada kegiatan selanjutnya tim pengabdian perlu untuk memasukkan kegiatan ice breaking untuk memperbaiki evaluasi proses dan memperluas cakupan materi pada irisan manajemen perkantoran untuk memperbaii evaluasi hasil. Secara prediktif, dari kristalisasi yang dilaksanakan pencipataan layanan prima oleh peserta di lembaga pendidikan masing-masing dinilai mampu melahirkan customer loyalty dan customer satisfaction.

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