THE IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT (TQM) BASED ON STAFF PERCEPTION TO THE OPERATIONAL PERFORMANCE OF PT. KERETA API INDONESIA
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Date
2011-04-27
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De la Salle University-Dasmarinas + Universitas Widyatama Bandung
Abstract
The research investigated the effect of the implementation of Total Quality Management (TQM) consists of variables:
focus to customer, continuous improvement and the complete involvement to the operational performance of the
company, based on the staff perception. The object of the investigation is the PT. Kereta Api Indonesia (PT. KAI) iso
certified 9001:2000. Using 38 sample based on simple random sampling, the reseach used questionaire and asked the
employer start from staff up to general manager. The analysis used path analysis to investigate the hypotheses. The
result showed that all of the three variables which are focus to customer, continuous improvement and the complete
involvement have positive and significant effect to the operational performance of the company either partially or
simultaneously .
Keywords: Total Quality Management, focus to customer, continuous improvement, complete involvement, operational
performance.
Description
Keywords
Total Quality Management, focus to customer, continuous improvement, complete involvement, operational performance