Role Of Agile Leadership In Improving The Quality Of Service Excellence In A Government Institution
Keywords:
Agile Leadership, Service Excellence, Government InstitutionAbstract
Services from government agencies are very important for every community because the higher the quality of services provided, the greater the public's trust in the government. A quality service provided to the public requires efforts from all employees, and not just from officers in the front office but the most important is from the agile leadership of the civil servants. This is a qualitative research with a case study approach. This research is aimed at answering the question of how service excellence is implemented in the Ministry of Education, Culture, Research and Technology and exploring what obstacles or problems there are and how to overcome them. Data collection was carried out through semi-structured interviews with informants who were guests or members of the public who came to the ministry. The results of this research show that the agile leadership of all employees need to be improved in order that elements of service excellence, which consist of 7A and 1S, namely attitude, attention, action, ability, appearance, accountability, affirmation and sympathy can be achieved.
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