Service Management Strategy at the Bengkulu City Environmental Laboratory UPTD

Abstract

This study analyzes the service management strategy at the Environmental Laboratory Technical Implementation Unit (UPTD) of Bengkulu City to improve service quality and competitiveness. The research is driven by challenges such as limited human resources, inadequate infrastructure, and laboratory competition. A descriptive qualitative method was employed, with data gathered via observations, interviews, and questionnaires. Analysis was performed using SWOT, Internal Factor Evaluation (IFE), and External Factor Evaluation (EFE). Findings reveal strengths including KAN accreditation, competent personnel, and affordable costs, while weaknesses include budget constraints and manual data systems. Opportunities lie in increasing demand and stricter regulations, though competition from private labs remains a threat. The IFE and EFE scores (2.892 and 2.8968, respectively) position the organization in the "hold and maintain" quadrant. Recommended strategies include enhancing human resource competency, expanding KAN-accredited parameters, implementing laboratory digitalization, and improving sample collection services. These steps are expected to bolster customer trust and strengthen the laboratory's competitive edge in Bengkulu City