Institutional Development of the Local Water Company Tirta Lematang Lahat to Improve Service Quality through Diagnosis and Intervention: Weisbord's Six-Box Model Approach

Abstract

This research aims to diagnose and provide intervention to the Tirta Lematang Water Supply Company which is included in the "sick" category due to its continuous losses and several public complaints about the services being provided. Weisbord's Six-Box method was applied by distributing questionnaires to 60 respondents that are employees of the company. The results showed that the factor with the highest score is the reward while the lowest was recorded for organizational structure. It was more specifically discovered that (1) the goals and personal expectations of employees have not been aligned and the targets and strategies are not well understood, (2) the organizational structure does not guarantee the implementation of good cooperation between work units and the division of tasks and authorities also overlaps, (3)  there are obstacles in completing cross-sector tasks, (4) the incentives given to all staff are not in line with their responsibilities and workload, (5) the leader pays less attention to the subordinates, and (6) the work program prepared every year is not line with the goals of the institution and does not involve all the staff.

Received: 21 September 2023 / Accepted: 18 October 2023 / Published: 5 November 2023