Yogyakarta, September 19, 2024 – In an effort to foster a more proactive and professionally appearance-driven workforce, Universitas Gadjah Mada (UGM) held a comprehensive training session on Excellence in Service for its Supporting Staff (Tendik). The training, which took place at the Bulaksumur Room, UC Hotel UGM, on September 19, 2024, was attended by 137 participants from across the UGM community. This event is part of UGM’s ongoing commitment to improving the quality of its service and enhancing the professional capabilities of its staff.
A Focus on Professionalism and Proactivity
In her opening speech, Erna Kartini, S.E., MBA., Head of the Subdirectorate for Assessment and Training at UGM’s Directorate of Human Resources (DSDM), emphasized the key goals of the training. She explained that participants were expected to become more proactive in their roles, mastering day-to-day tasks while also embodying a professional appearance. With these qualities, UGM’s supporting staff would not only meet but exceed expectations, contributing to the university’s outstanding reputation.
Foundations of Service Excellence: UGM’s Core Values
The first session was delivered by Dr. Heri Santoso, a faculty member from UGM’s Faculty of Philosophy. He presented on the topic “UGM’s Core Values as the Foundation for Service Excellence.” Dr. Santoso highlighted the six essential factors of service excellence known as the 6A’s: Attitude, Attention, Action, Ability, Appearance, and Accountability. He stressed that these factors should be rooted in the core values of Pancasila and Indonesia’s cultural heritage, as well as UGM’s academic principles. By integrating these values, staff would be equipped to provide superior service and foster a positive, responsive environment.
Core Competencies in Service Delivery
The second presentation, titled “Applying Core Job Competencies in Service Excellence,” was given by Dr. Ridwan Saptoto, S.Psi., M.A., Psychologist. Dr. Saptoto explained the critical role that core competencies play in enhancing the work performance of staff. He noted that core competencies are not only fundamental for completing daily tasks but also essential for continuous improvement, fostering innovation, and responding effectively to changes. Through the application of these competencies, staff can provide excellent service, helping UGM achieve its strategic goals while benefiting both internal and external stakeholders.
Attitude and Appearance: Key Elements of Service Excellence
The final session was led by Ferry Anggara, S.E., M.M., CSES., who presented on the topic “Good Attitude for Service Excellence.” Mr. Anggara outlined several challenges currently faced in service delivery, including rising customer expectations, the increasing sophistication of customers, legal protections for customers, and the growing competition both locally and globally. He emphasized the importance of three key elements for success: understanding the organization, understanding the product or service, and understanding the customer.
In addition, he provided practical guidance on how appearance and body language influence service quality, demonstrating the importance of posture, eye contact, facial expressions, and even personal grooming, such as neat hairstyles, clean nails, and fresh breath. He stressed that these elements are essential for making a lasting positive impression, particularly when the service provided is increasingly scrutinized.
Action Learning Project: Applying What Was Learned
To close the session, participants were given an Action Learning Project task, which encouraged them to apply the skills and knowledge acquired during the training to their daily work. This method allows participants to address real issues or opportunities for improvement related to service excellence within their respective units. By identifying and tackling these areas, staff are able to directly implement the lessons learned, fostering continuous improvement and a greater sense of ownership in their work.
A Step Towards Service Excellence at UGM
This training is part of UGM’s ongoing efforts to strengthen the service culture among its supporting staff. By equipping them with the tools to provide excellent service, UGM aims to foster a more professional, proactive, and harmonious working environment. The outcome of this training is expected to have a long-lasting impact on the overall performance and morale of UGM’s supporting staff, contributing to the university’s continued success as a leading academic institution.
Through such initiatives, UGM remains dedicated to cultivating an environment where both students and staff can thrive, embracing the core values of excellence, professionalism, and service. (DSDM/Rista)
