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All Journal Publisia: Jurnal Ilmu Administrasi Publik Jurnal Ilmu Sosial dan Ilmu Politik (JISIP) Anterior Jurnal ASKETIK: Jurnal Agama dan Perubahan Sosial Journal of Urban Sociology Referensi : Jurnal Ilmu Manajemen dan Akuntansi Reformasi : Jurnal Ilmiah Ilmu Sosial dan Ilmu Politik Journal of Local Government Issues Prosiding Conference on Research and Community Services Journal of Social Responsibility Projects by Higher Education Forum Jurnal Abdimas Bina Bangsa East Asian Journal of Multidisciplinary Research (EAJMR) JAPI: Jurnal Akses Pengabdian Indonesia Asketik: Jurnal Agama dan Perubahan Sosial JAMAS: Jurnal Abdi Masyarakat Lenvari: Journal of Social Science JADMENT: Journal of Administration and Development
Abd. Rohman
Tribhuwana Tunggadewi University, Indonesia
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Journal : Journal of Local Government Issues

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Redesigning Public Service: Strengthening the Service Capacity of Public Service Malls through the Malcolm Baldrige Framework Abd. Rohman; Dody Setyawan; Willy Tri Hardianto
Journal of Local Government Issues Vol. 8 No. 2 (2025): September
Publisher : Universitas Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22219/logos.v8i2.38059

Abstract

Improving institutional performance is an absolute requirement in improving public service capacity, but Public Service Mall (MPP) often find operational challenges that render them ineffective. This research aims to analyze and describe how to strengthen employee and organizational performance to build a quality MPP in Malang City, going beyond previous studies that focused on implementation, partial effectiveness, or public satisfaction alone. The main problem identified is that the MPP's suboptimal performance is rooted in weaknesses in organizational work patterns such as rigidity, slowness of service processes, and fragmentation of services, which is allegedly not just an issue of individual employee capacity. This research uses a qualitative approach with the Malcolm Baldrige evaluation framework at MPP Malang City, this research collects primary data through purposive interviews with officials, employees, and the community, as well as secondary data in the form of archives and documentation. The results revealed fundamental problems in the dimensions of strategic leadership, quality planning, adaptive human resource management, utilization of data analysis, and integration of cross-agency processes, which caused the focus on meeting the expectations of the community to obtain fast and easy services to be neglected. Systematic adoption of the Baldrige model framework is recommended to strengthen visionary leadership, optimize data-based decisions, scalable planning, revitalize human resources, and redesign integrated processes to realize an efficient and community-oriented MPP.
Co-Authors Ade Hermawan Agung Suprojo Asih Widi Lestari Asih Widi Lestari Astri Sumiati Budiyono, Debora Cahyo Sasmito Citra Dewi Larasati Dekki Umamur Ra’is Dody Setyawan Dominika Dewiyanti Eduardus Edu Firman Firdausi Gala, Imelda Hardi Hasim Hesti Triana Soelistyari Ka'arayeno, Arie Jefry Larasati, Dewi Citra Larasati, Dewi Citra Maria Stella Muhamad Rifa’i Muhammad Okto Adhitama NOORA FITHRIANA Rena, Maria Florentina Retno Ayu Dewi Novitawati Riky Welli Saputra Rizki Alfian Ronasari Mahaji Putri Roro Merry Chornelia Wulandary Santoso, Dian Kartika Santy Irene Putri Soleman Renda Bili Soleman Renda Bili Sugeng Rusmiwari Sugeng Rusmiwari Suriyantini Suriyantini Vani Pebriani Vincentia Sinka Tiara Wahyu Fikrinda Welli Adli Wike, Adrianus Gunawan Willy Tri Hardianto Willy Tri Hardianto Yayang Hanafi Yeni Tata Rini Yohanes Victoria Arianto Yopina, Eliana Zuhdi Ma`sum