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"Penelitian ini bertujuan untuk mengetahui persepsi karyawan terhadap kinerja operasional perusahaan pada penerapan total quality management di PT Kalbe Farma. Penerapan total quality management oleh karyawan PT Kalbe Farma diharapkan memberikan keunggulan kompetitif bagi organisasi. Penelitian ini adalah penelitian kuantitatif dengan menggunakan metode Structural Equation Model (SEM) yang diolah menggunakan software SPSS dan SmartPLS 3. Sebanyak 266 responden yang lolos screening pada PT Kalbe Farma telah berpartisipasi dalam penelitian ini. Hasil penelitian ini menunjukkan bahwa faktor-faktor keberhasilan total quality management seperti dukungan manajemen puncak, pemberdayaan dan keterlibatan karyawan, customer focus, dan perbaikan berkelanjutan memiliki pengaruh yang tidak signifikan terhadap performa operasional, faktor keberhasilan lainnya seperti, manajemen kualitas pemasok, manajemen proses, dan pendidikan dan pelatihan memiliki pengaruh yang signifikan terhadap performa operasional.

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This study aims to determine the employee perception to company operational performance on the implementation of total quality management at PT Kalbe Farma. The implementation of total quality management by employees of PT Kalbe Farma is expected to provide a competitive advantage for the organization. This research is a quantitative research using the Structural Equation Model (SEM) method which is processed using SPSS and SmartPLS 3 software. A total of 266 respondents who passed the screening at PT Kalbe Farma have participated in this study. The results of this study indicate that the success factors of total quality management such as top management support, employee empowerment and involvement, customer focus, and continuous improvement have no significant effect on operational performance, other success factors such as supplier quality management, process management, and education. and training has a significant effect on operational performance.

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"FMC Santana PEI primary service base and manufacturing center to support the Indonesian petroleum industry. In fulfill and desire requirement of customer and also continue to take care of the quality of from yielded product, P.T. FMC Santana PEI till now have owned standard certificate ISO 9001:2000 and ISO 14001:1996 from Det Norske Veritas registrar and also license from American Petroleum Institute (API) in the form of Production Specification Level 4 (PSL-4).

P.T. FMC Santana PEI has run practice in course of management as according to QMS and EMS. But in both of the management system still have constraint in attainment of Total Quality Management (TQM). In overcoming the constraints require to analyzed exhaustively to degradation or improvement result of audit and evaluate to principles in ISO 9001:2000 and ISO 14001:1996 with Total Quality Management (TQM) concept.

In compiling implementation process of ISO 9001:2000 and ISO 14001:1996 in attainment of Total Quality Management (TQM) used combination of two methodologies that is method 5 phase approach and 6 key steps in continuous improvement. Which is consist of 4 steps that are assessment, planning, implementation and also audit and evaluation.

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P.T. FMC Santana PEI adalah pusat dari divisi pelayanan dan manufaktur, yang memberikan dukungan kepada dunia industri pengeboran minyak bumi di Indonesia. Dalam memenuhi keinginan dan kebutuhan pelanggan serta terus menjaga kualitas dari produk yang dihasilkan, P.T. FMC Santana PEI hingga saat ini telah memiliki sertifikat standar ISO 9001:2000 dan ISO 14001:1996 dari pihak registrar Del Norske Veritas serta lisensi dari American Petroleum Institute (API) berupa Production Specification Level 4 (PSL-4).P.T. FMC Santana PEI telah menjalankan praktek-paraktek dalam proses manajemen sesuai dengan SMK dan SML. Tetapi dalam pelaksanaan kedua sistem manajemen tersebut masih terdapat kendala dalam pencapaian Manajemen Kualitas Terpadu (TQM). Dalam mengatasi kendala-kendala tersebut perlu dilakukan analisa secara mendalam terhadap peningkatan atau penurunan hasil audit dan melakukan tinjauan terhadap prinsip-prinsip dalam ISO 9001:2000 dan ISO 14001:1996 dengan konsep Manajemen Kualitas Terpadu (TQM).Dalam menyusun proses penerapan ISO 9001:2000 dan ISO 14001:1996 dalam pencapaian Manajemen Kualitas Terpadu (TQM) digunakan penggabungan dua buah metodologi yaitu metode 5 phase approach dan 6 langkah kunci dalam perbaikan berkelanjutan. Yang terdiri dari 4 langkah yaitu penilaian, perencanaan, implementasi serta audit dan evaluasi."

"Tesis ini membahas tentang pengaruh penerapan filosofi TQM terhadap kinerja operasional dengan studi kasus di salah satu industri otomotif yaitu PT Astra Daihatsu Motor. Variabel TQM yang diteliti adalah kepemimpinan, fokus pelanggan, pelatihan dan pemberdayaan karyawan, manajemen proses, dan perbaikan berkelanjutan. Penelitian ini adalah penelitian kuantitatif dengan sumber data primer yang diperoleh melalui kuesioner. Data yang terkumpul dianalisis dengan metode regresi berganda menggunakan perangkat lunak SPSS v.22. Hasil penelitian ini menunjukkan bahwa TQM secara simultan memiliki pengaruh yang positif dan signifikan terhadap kinerja operasional. Secara parsial, variabel fokus pelanggan, manajemen proses, dan perbaikan berkelanjutan memiliki pengaruh yang positif dan signifikan terhadap kinerja operasional. Namun, variabel kepemimpinan dan variabel pelatihan dan pemberdayaan karyawan tidak berpengaruh secara signifikan terhadap kinerja operasional perusahaan.

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The purpose of the study was to learn effect TQM implementation on operational performance in PT Astra Daihatsu Motor. TQM variable that be investigated on this research were leadership, customer focus, employee training and empowerment, process management, and continuous improvement. This study was quantitative research that using questionnaire to collect primary data. The data was analyzed by multiple regression using SPSS v.22.

The result indicates that TQM simultaneously have positive and significant impact on operational performance. Partially, customer focus, process management and continuous improvement have positive and significant impact on operational performance. However, leadership and employee training and empowerment haven rsquo t significant impact on operational performance."

"ABSTRAKPersaingan dunia usaha menuntut agar setiap perusahaan harus bisa meningkatkan mutu sumber daya manusia, salah satu cara dilakukan untuk meningkatkan kualitas sumber daya manusia tersebut adalah melalui penerapan TQM. Data yang akan digunakan dalam penelitian ini adalah data primer yang diperoleh langsung dari responden di PT Socfin Indonesia. Tujuan penelitian ini adalah untuk mengetahui ketepatan model yang digunakan, diuji dengan koefisien determinasi, pengujian Hipotesis secara parsial digunakan uji T dan pembuktian hipotesis secara bersama sama digunakan uji F. dari hasil penelitian ternyata peran pimpinan memiliki pengaruh paling besar terhadap kualitas SDM, dan aspek organisasi memiliki pengaruh palling kecil terhadap kualitas SDM."

"ABSTRACTThis study examines the structural relationships between TQM, Reengineering, Operational Excellence in downstream and upstream sectors, Reformation, and sustainable community development program. A good understanding of how oil and gas industry should integrate mainstreaming the approach to sustainable community development into policymaking. Sustainable community development should be implemented by considering the links between change management trough TQM and reengineering, operational excellence applications, and the real reformation. Recognizing that contributors of reformation (via the amendment of law of the Republic Indonesia No. 22/2001 concerning oil and natural gas) in the sustainable community development is a key component in the Indonesia's economy reform and recovery.Empirical evidences find that seven causal paths specified in the hypothesized model were found to be positive and statistically significant. Furthermore empirical results suggest that reengineering has positive and significant indirect effect on sustainable community development program through its direct effect on operational excellence in supply chain and reformation. The results is also shows that a complete model fit and the acceptable parameter which indicate the overall parameter are good fit between the hypothesize model and the observed data. By concentrating on a single industry (oil and gas) is that SEM specification of the structural relationship model between six constructs can be more complete and specific because unique characteristics of the oil and gas industry can be included (upstream and downstream activities). Finally, the particular design of the research and the findings suggest that the structural model of the study has a great potential for replication to business as well as public sectors. "

"Berkembangnya industri perhotelan di Indonesia semakin menekan bisnis hotel untuk memberikan layanan yang terbaik untuk tamu hotel. Sebagai salah satu departemen yang sangat terpengaruh dengan kepuasan pelanggan, departemen Food and Beverage Service (FBS) setiap hotel perlu memberikan layanan yang efektif dan efisien. Penelitian yang dilakukan di Hotel X bertujuan untuk mengidentifikasi dan mengeliminasi pemborosan yang ada dalam proses layanan room service breakfast set Hotel X menggunakan metode value stream mapping dalam mewujudkan pelayanan yang efektif dan efisien. Selain itu, penelitian ini juga memberikan usulan perbaikan dalam mewujudkan tereliminasinya pemborosan. Penyesuaian Standar Prosedur Operasional (SPO) dengan future state map juga dilakukan agar karyawan departemen FBS Hotel X dapat lebih mudah dalam memahami pekerjaannya. Hasil dari penelitian ini adalah teridentifikasinya empat pemborosan, antara lain over-processing, motion, defect, dan waiting. Usulan perbaikan yang disarankan antara lain, memperbarui sistem pemesanan, merekrut hygiene specialist, melakukan walkthrough inspection, menggunakan aplikasi inventory management, melakukan maintenance terhadap peralatan pengantaran room service, serta membangun linen dan garbage chutes. Berdasarkan rancangan future state map yang sudah disusun, diperoleh peningkatan pada parameter di keseluruhan value stream, yaitu total lead time mengalami penurunan sebesar 43%, total process time turun sebesar 42%, total non-value added time mengalami penurunan sebesar 51%, dan total waiting time turun sebesar 44%. Penelitian ini menyarankan agar usulan perbaikan yang ada diterapkan oleh Hotel X.

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The development of the hospitality industry in Indonesia increasingly pushes the hotel business to provide the best service for hotel guests. As one of the most affected by customer satisfaction, the Food and Beverage Service (FBS) department of every hotel needs to provide the most effective and efficient services. The study which held at Hotel X is purposed to identify and eliminate wastes in the room service breakfast set process at Hotel X using the value stream mapping method in order to attain effectivity and efficacy in services. In addition, this study also provides suggestions for improvement to attain the elimination of waste. Adjustment of Standard Operating Procedures (SOP) based on the future state map was also done in this study so that employees of the FBS Hotel X department could more easily understand their work. The result of this research is the identification of four wastes, including over-processing, motion, defects, and waiting. The suggested improvements are including updating the ordering system, recruiting hygiene specialist, conducting walkthrough inspections, using inventory management technology, performing maintenance on room service delivery equipment, and building linen and garbage chutes. Based on this study’s future state map, the increases in the parameters in the entire value stream is obtained, namely the total lead time decreased by 43%, the total process time decreased by 42%, the total non-value added time decreased by 51%, and the total waiting time decreased by 44%. This study suggests that the proposed improvements are implemented by Hotel X."