system education is realized and does not harm other parties either school, school committee, or partner institution.
When this regulation has not been existed yet, foundation used in making cooperative document of dual system education managing is
the result of cooperation from educational and cultural ministry with industrialbusiness world or other institutions which are ready to be
partner.
4. Implementation Effectiveness of Dual System Education with ISO
9001:2008 Standard Quality Management System
a. Definition of Dual System Education Effectiveness Effectiveness is program result achievement level with valid target
Mardiasmo, 2002: 4. I Made Supatra 2001: 12 states that effectiveness is an exact and accurate attempt so the success of fixed goal
or target means the more of its effectiveness. Antoni 2002: 8 states that the implementation of dual system education in vocational high school
SMK is effective because it can achieve the expected goals. The goal is the objective of dual system education in SMK. When it is related to the
implementation of ISO 9001:2008 standard quality management system, the quality standard determined by SMK can be actualized optimally in
achieving goals of dual system education. According to Prosser 1950, vocational school will succeed if
learning environment is provided similar with the environment they will work someday. Vocational exercise is effective if the given task in
exercise has operational similarity with what will be used someday. Thus, learners are accustomed to do the task which represents the real
work. They are given exercise so they can master it. The result is that they will get experience and can apply it in the working world.
After that, regarding the implementation of ISO 9001:2008 standard quality management system, it can be used as the criteria that dual system
education program management has increasing performance from time to time as the effort to improve customer satisfaction.
Customer satisfaction can be actualized if the given service by certain educational organizationcompany can meet the customer expectation
and demand. According to Kotler and Keller 2009:36, service is, “every action or activity which can be offered by one party to another, which is
intangible and does not have cause of any possession. Service can be given in the form of merit to customer.
One of the factors which determines success level and enterprise quality, according to John Sviokla in Lupiyoadi, 2009:50, is the
enterprise ability in giving service care to customers. According to Parasuraman, Zeithaml, dan Berry in Lupiyoadi, 2009:52, service cares
can be said as having quality if they can complete servqual dimensions which are: 1 tangible or the ability of company in giving ability and
performance of enterprise physical infrastructure which support to do the service care, 2 reliability or the ability of company to give trustworthy
service accurately. 3 Responsiveness or policy to help and give fast and
exact service for customer with clear information, 4 assurance or knowledge, politeness, and ability to promote confidence for customer to
company, and 5 empathy or giving sincere and single attention for customers with effort to understand consumer’s demand.
From those suggestions about effectiveness, it can be inferred that the effectiveness of implementation of dual system education with the ISO
9001:2008 standard applying is an action which indicates success viewed from achieved or failed target that has been decided by SMK in planning
of dual system educational program implementation with the goals that are demanded by customer satisfaction. If the result approaches the
target, it means that the effectiveness is increasingly high and organization performance is much better in managing implemented
program. The customer satisfaction is also increasingly high. b. Effectiveness Assessing Component of ISO 9001:2008 Process Approach
Implementation on Dual System Education. In the applying of ISO 9001:2008 process approach on the
implementation of dual system education which becomes dual system education effectiveness assessing target, there are seven components,
which are educational training program, manpower, educational facility, educational management, students, costs, and partner institution.
Whereas, that process approach comprises three elements which are customers, management responsibility, and resource management.
According to Dikmenjur modified with the process approach that is stated by Vincent Gaspersz, the monitoring and evaluation target of
implementation of dual system education consists of: Table 1. Component and Aspect of Monitoring and Evaluation of Dual
System Education Modified with Process Approach
Source: Dikmenjur 1997: 5 with modification
INPUT PROCESS
DSE curriculum Graduate component
External customers
Company as PI -
Company requirement as PI of DSE
Implementation time Teacher and instructor
Monitoring and evaluation Student readiness
Student placement in PI Operational cost of DSE
Resources of its expense
Management accountability
- Educational
training Programs in SMK and PI
Teacher School committee
Tools Material
Teacher and instructor Learning in SMK and PI
Graduate marketing
Manpower -
School committee Tools
Material -
Educational management
Certification of competence test
Expense -
DSE operational cost Management
responsibility -
Educational training
Programs in SMK and PI Manpower
- Instructor
Tools Material
Teacher and instructor Learning process in both
parties Student readiness
Student journal Operational cost of DSE
Resources of DSE cost Company requirement as
PI of DSE Company existence as PI
of DSE
Resources management
Cost -
Company as PI of DSE
Internal Customer
- 5
Partner Institution PI
Educational facility
- Resources
management -
Educational management
Student -
External customer Educational
management Educational
facility -
Resources management
School committee
4 Expense
-
Principal 3
Resources management
Manpower -
- Educational
facility -
ASPECT
Pokja Prakerin DSE
2 Resources
management -
Educational management
Internal customer -
Student Resources
management
COMPONENT
1 Deputy Head of
Curriculum Management
accountability Educational
training -
PROCESS APPROACH
RESPONDENT NO
c. Rating Component of Customer Satisfaction In the implementation of ISO 9001:2008 Quality Management System
in an organization, it is a must to improve organization performance from time to time. This improvement can be seen from the effort of
management to serve customer. The customer satisfaction can be obtained through giving good quality service which fulfills customer
satisfaction. The quality of service care is determined by five aspects, which are: tangible, reliable, responsive, assuring, and empathic.
According to Parasuraman, Zeithaml, dan Berry in Lupiyoadi, 2009:52, rating aspects of customer satisfaction comprise:
Table 2. Rating Component of Student ’s Satisfaction
No ASPECTS
INDICATORS
1 Tangible
a. Modern facilities b. Sufficient facilities
c. Staffs who master their business field d. Workers who have capability, dignity, and dedication.
2 Reliability
a. Quick service b. Non-selective service care
c. Trustworthy service 3
Responsiveness a. Satisfying service
b. Capability in service c. Actualizing positive response
4 Assurance
a. Showing polite and friendly attitude b. Assuring safety and pleasantness for customer
c. Satisfying prakerin service care 5
Emphaty a. Sincerity in giving service
b. Being attentive and caring to consumers who need prakerin service
Source: Parasuraman 2001 with modification Table 3. Rating Component of Partner Institut
ion’s Satisfaction
No ASPECTS
INDICATORS
1 Tangible
a. Recognize the tools and equipments which are used b. Master the technology
c. Master the business field d. Show capability, dignity, and dedication
2 Reliability
a. Quick service b. Non-selective service
c. Trustworthy service for consumer
No ASPECTS
INDICATORS
3 Responsiveness
a. Satisfying service b. Capability in giving service
d. Actualizing positive response
4 Assurance
d. Showing polite and friendly attitude e. Assuring safety and pleasantness for customer
f. Satisfying service care
5 Emphaty
c. Sincerity in giving service d. Being attentive and caring to consumers who need
service
Source: Parasuraman 2001 with modification In composing the monitoring and evaluation program of DSE
implementation and actualizing aspect of customer satisfaction, according to Dikmenjur 1997: 6-7, it consists of:
1 Aspect and item which becomes the monitoring and evaluation target.
2 Qualitative accomplishment 3 Assessment indicators:
VL: Very Low is scored with 1. It means that it has existed physically, been selected, and been determined but there is no
planning for the implementation while the customer satisfaction accomplishment has been completed 20.
L : Low is scored with 2. It means that it has physically existed, been determined, and had its planning for the implementation,
but it has not been conducted yet whereas, accomplishment of customer satisfaction has been completed 40.
S : Sufficient is scored with 3. It means that it has existed physically or been selected, been determined, been planned, and been
conducted with the minimum accomplishment of 60 whereas
the accomplishment of customer satisfaction has been completed 60.
G : Good is scored as 4. It means that it has existed physically or selected, been determined, been planned, and been conducted,
with accomplishment of 80 whereas the accomplishment of customer satisfaction has been completed 80.
VG : Very Good is scored with 5. It means that it has existed physically or been selected, been determined, been planned,
and been implemented, with accomplishment of 100 whereas the accomplishment of customer satisfaction has been
completed 100.
B. Relevant Research
