Analysis of Halal Certification Management in Jakim through Public Complaint Feedback

Abstract

Halal Certification Processing is one of the themes found in one of the Client Charters in Jakim, where it is a promise given to applicants within a certain period to complete the Halal Certificate. In realizing good management in an organization, the staff of the organization must be sensitive to the promises made as set out in their Client Charter. The Client's Charter is a written statement by the organization to provide quality services to customers to meet the needs of the community, especially to customers who deal with any organization. A problem or issue that arises is when some organization ignore the promises made in their Client Charter. The community's public complaints and feedback are evidence of this. This study aims to identify the various difficulties and suggestions for improvement that Jakim made in managing halal certification in response to feedback from the general public. This qualitative study uses the interview method, whereby three staff from Jakim will be recruited and made into respondents for the interview. In addition, documentation methods are also used, such as Client Charter reports, Halal Certification Procedure Manual Reports, etc. Also included are the reports on Jakim's website. The results revealed some difficulties, including the applicant's lack of understanding of the start of the 30 days, the time factor in managing the halal certification, and the inability of the applicant to review or comprehend the protocols. However, Jakim did not give up on addressing it by improving and formulating several strategic plans, such as improving the document upload system (My Ingredients), adjusting the online halal certificate registration fee, opening more counters, strengthening the Fast Track system, holding conferences with the industry, training on halal, and adding halal staff. The implications of the study can be seen, especially for civil servants as well as the rights of customers when dealing with the organization. This can be observed by analyzing the significance of adopting an effective Client Charter, which entails successfully carrying out all commitments outlined within it, hence attaining client pleasure through the responsible fulfillment of promises.