Abstract

Change is something that can not be avoided any more in managing an organization. Public institutions become a part that is challenged by changes that are both internal and external. Information technology becomes a major part of the change itself with the main goal remains the satisfaction of service to the community. Margono Hospital is the Best Hospital that receives many awards for the performance of public services and innovations that exist at the provincial, national and international levels. Through field research with the interview process of the management team at Rs. Margono, this article talks about the management of changes in management systems in the form of bureaucratic innovation with the impact of improving service quality at Rs. Margono. Using Stephen Robbin's change management model, in this article, each process of change is explained to produce innovation in the organization. Description and analysis of each process can be seen in the discussion of this article. As a result, all stages of the process of change have been carried out by Rs. Margono has a 10-year process with an indicator of success that is the award that has been received by the institution.