Pengaruh Penerapan TQM Terhadap Performance KPI di PT KSB Sales Indonesia
Abstract
This research aims to determine the effect of implementing total quality management on PT KSB Sales Indonesia's KPI which is manifested in four principles, namely customer satisfaction, respect for everyone, management based on facts, and continuous improvement at PT KSB Sales Indonesia. The research used uses a qualitative descriptive method where interviews, observations and company documentation are the data sources. Company performance is measured by expectations regarding the conformity of the company's promise to send goods on time without product defects. Constraints. The results of the research show that there is an influence of the implementation of TQM on the company's KPI. This is proven by the achievement of KPI in customer satisfaction and the company's efforts to minimize delays in delivery of goods by 97% of target of 100% in 2020. This can be seen from the fact that there are no penalty fees charged to the company. What is obtained is that of the four TQM principles, there is one that has not yet been realized, namely in terms of company documentation where work document control does not have a standard workflow (flow chart). And the solution provided is to create a workflow for document controlKeywords: Total Quality Management, principles TQM, benefits TQM.
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Charantimath, P. M. (2017). Total Quality Management (3rd ed.). Pearson India Education Services Pvt. Ltd.
Nasution. (2015). Manajemen Mutu Terpadu (3rd ed.). Ghalia Indonesia.
Samsu. (2017). Metode Penelitian Teori dan Aplikasi Penelitian Kualitatif, Kuantitatif, Mixed Methods, serta Research Development.
Zulkarnain, I., Gemina, D., Yuningsih, E., (2019). Pengaruh Total Quality Management Terhadap Kkinarja Karyawan PT BCD Bogor. Jurnal Sosial Humaniora p-ISSN 2087-4928 e-ISSN 2550-0236, 10(4).
Enggartyasti, Avia Caraka., Rezzy Eko, A., (2017). Preview of Total Quality Management (TQM) in Public Services. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 9.
Dasmasela, Vicy M., Morasa, Jenny., & Rondonuwu, Sintje. (2020). Penerapan Total Quality Management terhadap produk cacat pada PT. Sinar Pure Foods International di Bitung. Indonesia Accounting Journal. 2(97).
Chaerunisak, Uum Helmina., Aji, Andri Waskita. (2020). Penerapan Total Quality Management Terhadap Dampak Kinerja Manajerial dan Laba Perusahaan pada UMKM Yogyakarta. Moneter - Jurnal Akuntansi dan Keuangan. 7(10-14).
Talibonso, Miranda Anastasia., Karamoy, Herman., & Alexander, Stanly W. (2021). Evaluasi Penerapan Total Quality Management Untuk Meningkatkan Kinerja Manajerial Pada PT. Perusahaan Listrik Negara (Persero) Unit Layanan Pelanggan Manado Selatan. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi. 9(1089-1096).
Kondoj, Fhatra C.O. (2017). Analisis Penerapan Total Quality Management Dan Sistem Penilaian Kinerja Pada Pt Bank Sulutgo. Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi. 2(1011-1019).
R.Lamanto, Brian., Bin Hasan Jan., & Arrazi Mourah karuntu, Merlyn. (2017). Analisis Total Quality Management ( Tqm ) Terhadap Kinerja Manajerial Pada Pt . Asegar Murni Jaya Desa Tumaluntung Kab . Minahasa Utara. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi. 5(423-432).
Ubay, Alfian Nur., Marimin, Marimin., & Arkeman, Yandra. (2017). Designing Strategies for Improving Total Quality Management in Manufacturing Industries. Indonesian Journal of Business and Entrepreneurship. 3(131-142).
Published
2024-07-08
How to Cite
SUBAWA, Subawa; DEWI, Colifah.
Pengaruh Penerapan TQM Terhadap Performance KPI di PT KSB Sales Indonesia.
JURNAL ADMINISTRASI KANTOR, [S.l.], v. 12, n. 1, p. 74-86, july 2024.
ISSN 2527-9769.
Available at: <http://ejournal-binainsani.ac.id/index.php/JAK/article/view/2978>. Date accessed: 08 sep. 2024.
doi: https://doi.org/10.51211/jak.v12i1.2978.
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
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