WORKING PAPER

Permanent URI for this collection

Now showing 1 - 1 of 1

PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) BERDASARKAN PERSEPSI KARYAWAN TERHADAP KINERJA OPERASIONAL PT. KERETA API INDONESIA (PT.KA1) YANG BERSERTIFIKASI IS0 9001-2000.
(Penelitian Internal Universitas Widyatama, 2010) Dyahrini, Wien; Hasanah, Alfiah
The purpose of this research is to measure the effect of Total Quality Management (TQM) implementation which include customer focus, continuous improvement, and total involvement toward company's operational performance. This research is focused at the services transportation companies which were given cert9ed IS0 9001: 2000 in Indonesia. Data are gathered by using questionnaire instruments and library study with survey method used. The use of sample method is Simple Random sampling with in 38 companies selected. Respondents are managers including marketing managers, operation managers and human resource managers. The hypothesis and data will be analyzed by using Path Analysis using SPSSprogram. The result indicates that implementation of Total Quality Management (TQM) which include customer focus, continuous improvement, and total involvement have positive and signzjcant effect toward the company's operational performance at services transportation company which were given certiJied IS0 9001: 2000 in Indonesia both partially and simultaneously