EFEKTIVITAS PELATIHAN MANAJEMEN AIR MINUM BERBASIS KOMPETENSI DALAM MENINGKATKAN PELAYANAN DI PERUMDAM LAWU TIRTA KABUPATEN MAGETAN

EFFECTIVENESS OF COMPETENCY-BASED DRINKING WATER MANAGEMENT TRAINING IN IMPROVING SERVICE QUALITY AT PERUMDAM LAWU TIRTA, MAGETAN REGENCY

Pelatihan berbasis kompetensi merupakan strategi penting dalam meningkatkan kualitas pelayanan publik pada Badan Usaha Milik Daerah (BUMD) penyedia air minum. Di Perumdam Lawu Tirta Kabupaten Magetan masih ditemukan permasalahan pelayanan, seperti keterlambatan penanganan gangguan distribusi air, responsivitas pegawai yang belum optimal, serta implementasi hasil pelatihan yang belum maksimal. Penelitian ini bertujuan mendeskripsikan efektivitas pelatihan manajemen air minum berbasis kompetensi dalam meningkatkan pelayanan. Penelitian menggunakan pendekatan deskriptif kualitatif dengan pengumpulan data melalui wawancara, observasi, dan dokumentasi. Analisis efektivitas pelatihan mengacu pada teori Noe yang meliputi peningkatan pengetahuan (knowledge), keterampilan (skills), dan sikap kerja (attitude). Hasil penelitian menunjukkan bahwa pelatihan telah berjalan efektif dengan meningkatkan pengetahuan, keterampilan teknis dan pelayanan, serta sikap kerja pegawai yang lebih profesional, disiplin, dan responsif. Peningkatan kompetensi tersebut berkontribusi terhadap peningkatan kualitas pelayanan melalui penyelesaian pekerjaan yang lebih cepat, kepatuhan terhadap standar operasional prosedur, dan peningkatan respons terhadap kebutuhan pelanggan.

Competency-based training is an important strategy for improving public service quality, particularly in regional water utility companies. At Perumdam Lawu Tirta, Magetan Regency, service challenges remain, including delays in handling water distribution disruptions, suboptimal employee responsiveness, and the limited implementation of training outcomes. This study aims to describe the effectiveness of competency-based drinking water management training in improving public services. A descriptive qualitative approach was employed using interviews, observations, and documentation. Training effectiveness was analyzed based on Noe's theory, which includes improvements in knowledge, skills, and work attitude. The findings indicate that the training has been effective in enhancing employees' knowledge, technical and customer service skills, and professional, disciplined, and responsive work attitudes. These competency improvements have contributed to better service quality through faster task completion, greater compliance with standard operating procedures, and improved responsiveness to customer needs.