The Faculty of Public Health (FPH) at the Universitas Indonesia (UI) held a workshop for educational staff under Division 1, focusing on enhancing service quality. The event, which took place from December 7 to 8, 2024, featured two main agendas: a training session on excellent service led by Vida Bahsuan from The Professional Academy, and a presentation of community satisfaction survey results by the Secretary of FPH UI, Nelasari, M.K.M.
The excellent service training was the primary agenda of this workshop. Vida Bahsuan, an expert in human resource development and public services, was invited to provide insights on the importance of quality service, especially in the field of education. In this interactive session, Vida engaged the staff to recognize the basic principles of good service, such as effective communication, a friendly attitude, and the ability to provide timely solutions to any issues that arise.
“Excellent service is a crucial foundation for maintaining the quality of an institution. Educational staff play a major role in providing a positive experience to students, faculty, and the public who interact with the faculty. Therefore, fast, responsive, and friendly service should become a culture,” Vida emphasized in her presentation.
Through various simulations, participants were trained to handle different situations they might encounter in their daily tasks, such as addressing student complaints or supporting academic activities more efficiently. Participants were also given the opportunity to practice good and effective communication to provide optimal service.
In addition to the excellent service training, the presentation of the community satisfaction survey results was also part of the workshop. The Secretary of FPH UI, Nelasari, M.K.M., presented the survey findings, offering an analysis of the public’s satisfaction level with various aspects of the services at FPH UI, including academic services, facilities, and interactions between educational staff and students as well as visitors.
“This survey results provide a clear picture of areas that are performing well and areas that need improvement. The goal of this presentation is for educational staff to understand the public’s and students’ perceptions of the services provided, and to take the necessary steps to improve service quality,” explained Nelasari during the session.
After the presentation of the survey results, an open discussion session was held for workshop participants. In this discussion, educational staff were given the opportunity to provide feedback and suggestions to improve services. Several staff members also shared their experiences and challenges they face in their daily duties, particularly in serving students and the public.
Furthermore, participants were also invited to form small groups to practice the training results with Vida Bahsuan through role-playing methods. The participants were encouraged to create scenarios for implementing the steps in providing excellent service.
The Dean of FPH UI, Prof. dr. Mondastri Korib Sudaryo, M.S., D.Sc., who was also present at the event, expressed appreciation to all participants who actively engaged in the workshop. In his remarks, Prof. Mondastri hoped that such activities could be a starting point in realizing FPH UI as a faculty that is not only excellent in academics but also in providing the best services to students and the public.
“Activities like this are important to ensure that every aspect of the faculty, including administrative and student services, continues to develop. With training and evaluations like these, I am confident that the quality of services at FPH UI will improve,” said the Dean of FPH UI.
The workshop held by FPH UI for educational staff under Division 1 successfully provided new insights into the importance of excellent service and how community satisfaction survey results can serve as a basis for service improvements. Through training, hands-on practice, and transparent survey results presentations, it is hoped that all educational staff will improve their performance and create a better experience for students, faculty, and the public interacting with FPH UI in the future. (wrk)