PENGARUH PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) BERDASARKAN PERSEPSI KARYAWAN TERHADAP KINERJA OPERASIONAL PT. KERETA API INDONESIA (PT.KA1) YANG BERSERTIFIKASI IS0 9001-2000.
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Date
2010
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Penelitian Internal Universitas Widyatama
Abstract
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
Description
Keywords
Total Quality Management, customer focus, continuous improvement, total involvement, company's operational performance