Workload Analysis in Supporting Service Quality at the Primary Clinic of the National Narcotics Agency of Cimahi City (Case Study Counselor Section Employee)
DOI:
https://doi.org/10.24256/kharaj.v8i4.11736Keywords:
Workload, Quality of Service, CounselorsAbstract
This research is motivated by the increasing number of rehabilitation patients which has an impact on the increasing workload of counselors, while counselors must carry out main tasks and additional tasks in limited working time. This condition is the basis for analyzing the workload in supporting the quality of service at the Primary Clinic of the National Narcotics Agency of Cimahi City. This study aims to analyze the workload in supporting the quality of services at the Primary Clinic of the National Narcotics Agency of Cimahi City with a focus on employees of the counselor. This study uses a qualitative approach with a descriptive method. Informants were determined through purposive sampling consisting of two counselors as service implementers and the Head of the National Narcotics Agency of Cimahi City as key informants. Data were collected through observation, interviews, and documentation, then analyzed through data reduction, data presentation, and conclusion and verification. The validity of the data was tested using triangulation of sources, techniques, and theories. The results of the study show that the workload of counselors is related to the implementation of rehabilitation services and administrative work which is quite dense. The use of working time is not fully optimal. However, the quality of rehabilitation services in general is running quite well in the dimensions of tangibles, reliability, responsiveness, assurance and empathy. This research is expected to enrich the study of human resource management and become an evaluation material for the Primary Clinic of the National Narcotics Agency of Cimahi City in managing the workload to improve the quality of services.
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