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"PT Hotel Indonesia Natour (PT.HlN) as a corporate was built from the merger between PT Hotel Indonesia lnternational (PT.HII) and PT Natour in 2001. The decline of physical service quality (tangible) and the service level (intagible) will influence the competitive ability ofthe hotel business. A vertical and bureaucratic organization , the creating of cultural corporate devoid of market and competitive oriented enable decline of service quality to occur which also affect the functioning in overall.Paying close attention to the the problem above, this research is focused on how the process of PT HIN transformiation with the management policy and its implementation can create value to the consumer in the form of service quality, tangible as well as intagible. This research observes a model in many dimensions, such as: Renewal, Reframe, Restructure, and Revitalize (Gouillart & Kelly:1995). The transformation process will affect in the service quality given by a corporate. The indicators being used to measure the standard of a quality service are Tangible, Reliablity, Reponsiveness, Assurance, and Empathy (Zaithaml, Parasuraman & Berry:1990).Based on its purpose, this research is called Explanatory, since there are causal factors as the independent variable and effects arose as the dependent variable. Meanwhile, based on the technique of data collecting, this research can be classified as quantitative survey. The data tabulation is carried out with SEM method. SEM or Structural Equation Modeling is a method to observe the relation between the indicator and its variable (measurement model), as well as among other variables (structural model) using a software called LISREL 8.3.The research result shows a significant relation only in several dimensions of the transformation with the service quality; and there is a symmetrical positive relation (correlation) among those dimensions. The suggestion given as a result of mis research is the need for PT.HlN to perform the incremental and sustainable transformation process."

"PT Hotel Indonesia Natour (PT. HIN) as a corporate was built from the merger between PT Hotel Indonesia International (PT.HIN) and PT Natour in 2001. The decline of physical service quality (tangible) and the service level (intangible) will influence the competitive ability of the hotel business. A vertical and bureaucratic organization, the creating of cultural corporate devoid of market and competitive oriented enable decline of service quality to occur which also affect the functioning in overall.Paying close attention to the the problem above, this research is focused on how the process of PT HIN transformation with the management policy and its implementation can create value to the consumer in the form of service quality, tangible as well as intangible.This research observes a model in many dimensions, such as: Renewal, Reframe, Restructure, and Revitalize (Gouillart & Kelly:1995). The transformation process will affect in the service quality given by a corporate. The indicators being used to measure the standard of a quality service are Tangible, Reliability, Responsiveness, Assurance, and Empathy (Zeithanl, Parasuraman & Bery:1990).Based on its purpose, this research is called Explanatory, since there are causal factors as the independent variable and effects arose as the dependent variable. Meanwhile, based on the technique of data collecting, this research can be classified as quantitative survey. The data tabulation is carried out with SEM method. SEM or Structural Equation Modeling is a method to observe the relation between the indicator and its variable (measurement model), as well as among other variables (structural model) using a software called LISREL 8.3.The research result shows a significant relation only in several dimensions of the transformation with the service quality; and there is a symmetrical positive relation (correlation) among those dimensions. The suggestion given as a result of this research is the need for PT.HIN to perform the incremental and sustainable transformation process."

"Skripsi ini membahas pengaruh budaya organisasi terhadap kinerja organisasi dimediasi total quality management, penelitian dilakukan dengan survei menggunakan kuesioner kepada 330 responden terbagi dari staf lebih dari 2(dua) tahun, manajemen pelaksana dan manajemen menengah pada PT Pegadaian (Persero). Hasil hipotesis menggunakan model Structural Equation Model (SEM), menunjukkan budaya organisasi dan total quality management berpengaruhpositif terhadap kinerja organisasi pada PT Pegadaian (Persero). Manfaat dari penelitian mungkin dapat menjadi sumber informasi sebagai implikasi manajerial pada PT Pegadaian (Persero). Penelitian selanjutnya dapat menggunakan satuan faktor total quality management agar dapat menemukan faktor yang paling berpengaruh meningkatkan kinerja organisasi.

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In this paper discusses the effect of organizational culture on organizational performance mediated by total quality management, the study was conducted with survey using a questionnaire to 330 respondents divided from staff more than 2 (two) years, executive management and middle management at PT Pegadaian (Persero). The results of the hypothesis using Structural Equation Model (SEM), the model indicate organizational culture and total quality management have positive effects to organizational performance in PT Pegadaian (Persero). The benefits of research may be a source of information asmanagerial implications at PT Pegadaian (Persero). Recommendation for the further research is to use units of total quality management factors in order to find the factors that more enhance to organizational performance."

"ABSTRAKTesis ini membahas mengenai peningkatan kualitas produk dan pengembangan pasar organisasi bagi UKM LucuLucu Indonesia. UKM LucuLucu Indonesia bergerak pada industri kreatif yang menawarkan jasa aplikasi bordir customized. Pembahasan pada tesis ini mengenai peningkatan atribut kualitas pada lini produk yang sudah ada dan langkah UKM untuk meningkatkan jumlah pesanan. Usulan model usaha yang diberikan kepada UKM LucuLucu Indonesia yaitu pengembangan pasar organisasi. Penelitian ini menggunakan metode analisis data kuantitatif dan Total Quality Management.

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ABSTRACT

This thesis discusses the enhancement of product quality and development of organizational market for UKM LucuLucu Indonesia. UKM LucuLucu Indonesian engaged in the creative industries that offer services customized embroidery applications. The discussion in this thesis regarding the improvement of the quality attributes of existing product lines and UKM steps to increase the number of orders. Proposed business model given to UKM LucuLucu Indonesia is the market development organization. This study uses quantitative data analysis and Total Quality Management."

"Konsep Total Quality Management telah dikenal luas sebagai suatu cara meningkalkan kinerja secara terus-menerus pada setiap level operasi atau proses dengan menggunakan sumber daya manusia dan modal yang tersedia. Integrasi konsep dan teknik TQM ke dalam manajemen keselamatan berawal dari bagaimana mendapatkan beberapa inti manajemen keselamatan dan filosofi TQM yang telah diakui secara prinsip selama ini. Penelitian ini mencoba menggunakan kerangka kerja Stephen C. K. Yu dan Bob Hunt untuk melakukan pendekatan TQM pada penerapan sistem manajemen keselamatan dan kesehatan kerja di sebuah perusahaan konstruksi. Sistem audit yang selama ini dilakukan hanya mengidentifikasi naik turunnya indeks K3 tanpa adanya analisa kendala faktor keselamatan apa yang dapat diprioritaskan dari sebuah proyek yang sedang berjalan. Selanjutnya dengan mengikuti kerangka kerja Stephen C. K.Yu dan Bob Hunt, dilakukan analisa keseluruhan terhadap kemungkinan pendekatan TQM dalam penerapan K3 di perusahaan. Hasil analisa menunjukkan bahwa tiga faktor K3 yaitu material berbahaya, komunikasi bahaya, dan gas bertekanan menjadi prioritas kendala dari proyek yang sedang berjalan saat ini. Inkonsistensi pencapaian zero accident menjadi hambatan bagi perusahaan untuk dapat dikatakan telah melakukan manajemen K3 yang berbasis TQM."

"Konsep Total Quality Management telah dikenal luas sebagai suatu cara meningkatkan kinerja secara terus-menerus pada setiap level operasi atau proses dengan menggunakan sumber daya manusia dan modal yang tersedia. lntegrasi konsep dan teknik TQM ke dalam manajemen keselamatan berawal dari bagaimana mendapatkan beberapa inti manajemen keselamatan dari filosofi TQM yang telah diakui secara prinsip selama ini.Penelitian ini mencoba menggunakan kerangka kerja Stephen C-K. Yu dan Bob Hunt untuk melakukan pendekatan TQM pada penerapan sistem manajemen keselamatan dan kesehatan kerja di sebuah perusahaan konstruksi. Sistem audit yang selama ini dilakukan hanya mengidentifikasi naik turunnya indeks K3 tanpa adanya analisa kendala faktor keselamatan apa yang dapat diprioritaskan dan sebuah proyek yang sedang berjalan. Selanjutnya dengan mengikuti kerangka kerja Stephen C.-K, Yu dan Bob Hunt, dilakukan analisa keseluruhan terhadap kemungkinan pendekatan TQM dalam penerapan K3 di perusahaan.Hasil analisa menunjukkan bahwa tiga factor K3 yaitu material berbahaya, komunikasi bahaya, dan gas bertekanan menjadi prioritas kendala dari proyek yang sedang berjalan saat ini. Inkonsistensi pencapaian zero accident menjadi hambatan bagi perusahaan untuk dapat dikalakan telah melakukan manajemen K3 yang berbasis TQM.

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Total Quality Management concept has been widely recognized as a way of performance continuous improvement in each level of operation or process using available human resources and capital. The starting point of the integration of TQM concepts and techniques into safety and health management system is how to get some cores of safety management from the philosophy of TQM which have been admitted principally during the time.

This research tries to use the framework formulated by Stephen C.-K. Yu and Bob Hunt which proposed an approach of TQM in applying safety and health management system in a construction company. The audit system conducted by company during the time only identifying the fluctuation of safety indexes without the existence of analysis to identify which safety factor constraint should be given high priority in the on going project. Hereinafter by following the framework proposed by Yu and Hunt, the overall analysis was conducted to see the possibility of TQM approach in safety management system in the company.

The result of analysis indicates that there are three factors of safety and health, i.e. Hazard Materials, Hazard Communications, and Compressed Gases that become constraint priority in the on going project. Inconsistency attainment of zero accident becomes a resistance to the company to be able to be said that have conducted TQM-based safety and health management system."

"Penelitian ini bertujuan untuk mengevaluasi strategi bisnis perusahaan berupa restrukturisasi di suatu unit organisasi yang dimiliki oleh perusahaan yang bergerak di bidang distribusi. Studi kasus dilakukan di PT. XYZ melalui pengukuran efisiensi dan efektivitas pada area yang mengalami restrukturisasi dengan tujuan perluasan titik distribusi. Metode analisis yang digunakan dalam penelitian ini adalah penilaian efisiensi melalui DEA (Data Envelopment Analysis) dan penilaian efektivitas melalui pendekatan CLV (Customer Lifetime Value) dengan variabel beban operasional dan nilai penjualan. Hasil penelitian ini menunjukkan bahwa tujuan peningkatan efisiensi dan efektivitas perusahaan sudah tercapai meskipun dengan persentase peningkatan yang berbeda.

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This research aims to evaluate the company's business strategy in the form of restructuring in an organizational unit owned by a company engaged in the distribution sector. Case study conducted at PT. XYZ through the measurement of efficiency and effectiveness in areas undergoing restructuring with the aim of expanding distribution points. The analytical method used in this study is efficiency assessment through DEA ​​(Data Envelopment Analysis) and effectiveness assessment through the CLV (Customer Lifetime Value) approach with operating expense variables and sales value. The results of this study indicate that the goal of increasing the efficiency and effectiveness of the company has been achieved even though with a different percentage increase."

"Tesis ini berusaha mengadaptasikan potensi kegunaan pendekatan Balanced Scorecard dan Performance Prism kedalam manajemen sebuah program. Studi kasus yang dipilih sebagai penelitian adalah program Business Enabling Environment (BEE) yang merupakan bagian dari PENSA (Program for Eastern Indonesia Small and Medium Enterprises Assistance) atau Program Pengembangan Usaha, yang dilaksanakan oleh Intemational Finance Corporation sejak bulan September 2003.Program BEE sebenamya telah memiliki sebuah sistem evaluasi dan monitoring yang sedianya dirancang untuk penggunaan pada tahun ketiga dan kelima dari program tersebut. Ukuran-ukuran yang digunakan dalam sistem tersebut merupakan ukuran-ukuran dalam bentuk output. Namun, ukuran-ukuran output ini tidak dapat menjelaskan keberhasilan operasional tim secara terintegrasi. Untuk menyajikan laporan yang baik kepada para donor, tim pelaksana program BEE memerlukan ukuran 'outcome' yang mampu menjelaskan keberhasilan kerja tim, termaksud di dalamnya adalah proses distribusi produk and servis yang elisien yang mempengaruhi biaya, kualitas, dan waktu dan juga hubungan antara proses tersebut dengan dana yang telah disediakan oleh para donor.Dalam penelitian ini ukuran-ukuran yang diberikan oleh perspektif Balanced Scorecard dan Performance Prism diteliti relevansi kegunaannya ke dalam sebuah program. Studi dilakukan dengan mengaplikasikan ukuran-ukuran tersebut untuk mengukur perfonna dan program BEE. Apakah ukuran-ukuran tersebut relevan dan bagaimana mengukur ukuran tersebut. Signifikansi dalam mengadaptasikan pendekatan Balanced Scorecard dan Performance Prism juga diteliti lebih lanjut.Penelitian ini merupakan penelitian explorasi yang merupakan bentuk penelitian dimana pendekatan dan hipotesa dapat dibangun dan diarahkan untuk penelitian lebih jauh. Metode yang digunakan dalam penelitian ini adalah tehnik pengambilan data melalui informan utama dan juga analisa data sekunder yang dikumpulkan dari penelitian Iapangan. Penelilian ini juga menggunakan konsep pengukuran manajemen proyek.Analisa penelitian menganjurkan bahwa perspektif Balanced Scorecard pada kondisi tertentu sebaiknya dilengkapi dengan perspektif stakeholder dari Performance Prism, terlebih ketika Iingkungan organisasi dihadapkan dengan beragam stakeholder: Analisa penelitian juga menganjurkan organisasi yang memiliki kesamaan karakteristik dengan sebuah proyek untuk mengukur performanya dengan menggunakan pengukuran yang biasa digunakan dalam manajemen proyek. Karakteristik tersebut adalah; organisasi tersebut memiliki tujuan yang spesifik, dan memiliki produk dan servis akhir biaya total, jadwal dan kualifikasi standar dalam proses telah ditargetkan sejak awal; organisasi tersebut bersifat sementara dalam pengertian dibatasi oleh penyelesaian tugas; awal dan akhir kerja organisasi telah ditetapkan; dan proyek yang dilakukan organisasi tersebut tidak berulang maupun rutin. Pada akhimya penelitian ini memberikan ukuran yang sedianya perlu diukur dalam sebuah program dan juga cara pengukuran dari ukuran-ukuran tersebut.Penelitian ini menyimpulkan bahwa pendekatan Balanced Scorecard dan Performance Prism depat saling melengkapi satu sama Iain dan hal ini berguna untuk pengembangan masing-masing pendekatan. Ukuran-ukuran yang diberikan oleh perspektif dari masing-masing pendekatan dapat digunakan dalam manajemen program apabila tiga ukuran performa telah terpenuhi, yakni; ukuran-ukuran input, output dan outcome. Setiap organisasi yang memiliki indikator-indikator perfoma utama berasal dari ketiga tipe ukuran tersebut akan dapat mengukumya dengan menggunakan konsep pengukuran dari manajemen proyek Pada akhimya penelitian ini membuktikan bahwa konsep tersebut dapat diaplikasikan dalam program Business Enabling Environment dimana program tersebut memiliki karakter utama dari sebuah proyek.Sebagai tulisan penutup, beberapa rekomendasi diberikan untuk penelitian Iebih lanjut, seperti; ciri-ciri organisasi yang dapat mengaplikasikan dengan baik pendekatan dan konsep pengukuran tersebut. Rekomendasi bagi program Business Enabling Environment juga diberikan dengan harapan agar tesis ini dapat berguna untuk mengembangkan performa tim pelaksana program tersebut.

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This thesis examines the potential used of adapting balanced scorecard and performance prism approach in to a program management. Business Enabling Environment (BEE) program as part of PENSA (Program for Eastern Indonesia Small and Medium Enterprises Assistance), which was established by international Finance Corporation on September 2003, is chosen for a study case.

The BEE program has monitoring and evaluation system which is designed to be used after completion of the three year and live year activities. However, measures provided in the monitoring and evaluation system for the on-going project are in form of output measures, which surely cant deline the excellent operation that the team has conducted such as its outcomes. Meanwhile, BEE program needs to provide a robust report for its donors that reveal its excellent operation including efficient processes affecting cost, quality and timelines of current product and service offering and the linkage to the budget provided by donors.

The research is thus aiming to examine whether measures provided in perspectives of perfonhance prism and balanced scorecard approaches are relevant to be applied for measuring perfonhance of a program such as the BEE program. How these measures can be measured. And is it significance to adapting balanced scorecard and performance prism in BEE program management.

This is an exploratory research which is a kind of research whereby approaches or hypothesis can be developed and directions for further research are given. The methods used in this research are; key informant techniques, secondary data analyses gathered from the program. Thus, this research uses the potential use of project management measurement concept.

The analysis suggests that, in particular, the balanced scorecard approach perspectives should be completed with the performance prism's stakeholder perspectives, especially when an organization is facing various stakeholders. Moreover, it is also suggested that an organization measure its performance by using the project management tools when an organization comes to special characteristic similar with a project, i.e., it has a specific goal, final product or service; total cost, schedule, and standard qualification in its process has already targeted; it has temporarily nature, which means that it is limited by the end of the project tasks; its starting and finishing point has been clearly defined; It isn?t routine

and repetitive.

Overall, the research concludes not only what measures needed to measure, but also formula to measure these measures. ln brief, balanced scorecard and performance prism approaches can complete together for each mutual benefit and progress. Measures provided by perspectives of both approaches can be measured in a program management if three types of performance measures have been encountered, i.e., input, output and outcome measures, Each organization having key performance indicators put in a mix of input, output and outcome measures weaving through the perspective chosen, could measure program performance using the earned value concept derived from project management tool. Thus, the concept is appli ble for the Business Enabling Environment program because it has the basic criteria of a project.

At the end some recommendations are presented for further research such as basic criteria of an organization where the approaches and concept can be well implemented. Moreover, recommendation for the Business Enabling Environment program completes the thesis as it is expected that this thesis will be useful for the team to improve their performance."