Effectiveness Of Quality Management System (Qms) In An Efforts To Improve The Performance Of Trademark Examiners At The Office Of The Directorate General Of Intellectual Property

(A Comparative Qualitative Study)

Abstract

This research is a qualitative comparative study aimed at analyzing the differences in quality control systems affecting the performance of Trademark Examiners before and after the implementation of the QMS at the Directorate of Trademarks and Geographical Indications, Directorate General of Intellectual Property (DGIP). The background of this research stems from the need to establish a consistent, accountable, standardized, and solution-oriented substantive examination process in response to applicant complaints. The main issue examined is the comparative analysis of the quality control system for Trademark Examiners' performance before and after QMS implementation and the extent to which QMS impacts the improvement of examination quality and accountability. This study applies an empirical juridical approach with qualitative descriptive analysis techniques. Data were collected through document review and interviews with Trademark Examiners and relevant officials. The results indicate that prior to QMS implementation, quality control was informal and subjective, lacking standard performance indicators. After QMS implementation, quality control becomes more systematic through the use of quality documents, examination evaluation forms, and regular internal audits. However, the effectiveness of QMS still faces challenges such as heavy workloads, limited human resources, resistance to strict evaluation mechanisms, and the absence of an integrated computerized quality monitoring system aligned with the internal systems used by Trademark Examiners in carrying out their duties and responsibilities. The study concludes that QMS implementation has proven effective in contributing significantly to the development of a more structured, objective, and transparent quality control system. Nonetheless, the sustained effectiveness of QMS requires the strengthening of a quality-focused culture within the organization, regular advanced training, and the integration of quality assessment tools with the internal systems used by Trademark Examiners. It is recommended that DGIP continues to develop and enhance a technology-based quality policy that is inclusive and participatory for all examiners.