Faktor-faktor yang Mempengaruhi Keberhasilan Penerapan Total Quality Management (TQM) pada Industri Jasa

Abstract

Quality is a measurement made by consumers of services seen from all dimensions, to meet consumer needs, safety, comfort and convenience. So that quality becomes the main thing that must be achieved and carried out by every service industry company. However, not all service industry companies are successful in implementing a TQM-based quality system. This is because service industry companies do not yet know what important factors need to be implemented. Not knowing the important factors in implementing TQM will result in not knowing what factors have the most significant influence on its implementation. Based on these problems, the aim of this research is to determine the important factors that influence achieving successful TQM implementation. This research is analytical research based on a review of literature that influences the success of implementing TQM in four service industries, namely education, health, construction and hospitality. It is possible to improve the current level of success in implementing TQM by exploring further the things that are considered important as a measure of the success of TQM implementation in the future. It was found that the five most significant important factors for achieving successful implementation of TQM in the service industry today, include customer focus, top commitment management, leadership, continuous improvement, and product and service design.