DAFTAR ISI
ABSTRAK .............................................................................................................. i ABSTRACT ........................................................................................................... ii KATA PENGANTAR .......................................................................................... iii DAFTAR ISI .......................................................................................................... v DAFTAR TABEL ................................................................................................. x DAFTAR GAMBAR ........................................................................................... xii BAB I PENDAHULUAN 1.1
Latar Belakang ......................................................................................... 1
1.2
Rumusan Masalah .................................................................................... 3
1.3
Tujuan Penelitian ...................................................................................... 4
1.4
Batasan Masalah ....................................................................................... 4
1.5
Sistematika Penulisan ............................................................................... 5
BAB II LANDASAN TEORI 2.1
ISO............................................................................................................ 6
2.1.1
Pengertian ISO .................................................................................. 6
2.1.2
Seri ISO 9000 .................................................................................... 6
2.1.3
ISO 9001:2008 .................................................................................. 7
2.1.4
Model Proses ISO 9001:2000 ........................................................... 8
2.1.5
Persyaratan Standar dari Sistem Manajemen Mutu ........................... ISO 9001:2008 .................................................................................. 8
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2.1.6
Prinsip-Prinsip dasar ISO 9001:2000 .............................................. 10
2.1.7
Perubahan-perubahan pada ISO 9001:2008 .................................... 12
2.1.8
Langkah-Langkah Dalam Menerapkan ISO 9001:2008 ................. 13
2.2
Kinerja Kerja .......................................................................................... 14
2.2.1
Pengertian kinerja............................................................................ 14
2.2.2
Faktor-Faktor Pengaruh Kinerja Kerja........................................... 17
2.3
Kepuasan Kerja Karyawan ..................................................................... 18
2.4
Skala Pengukuran ................................................................................... 22
2.4.1
Skala Nominal ................................................................................. 23
2.4.2
Skala Ordinal ................................................................................... 23
2.4.3
Skala Interval .................................................................................. 24
2.4.4
Skala Rasio ...................................................................................... 24
2.5
Populasi dan Sample .............................................................................. 24
2.5.1
Pengertian Populasi ......................................................................... 24
2.5.2
Pengertian Sample........................................................................... 25
2.6
Skala Pengukuran ................................................................................... 31
2.7
Jenis dan Metode Pengumpulan Data .................................................... 36
2.8
Uji Statistika ........................................................................................... 38
2.8.1
Uji Validitas .................................................................................... 38
2.8.2
Uji Reliabilitas ................................................................................ 39
2.9
Analisis Jalur .......................................................................................... 42
2.9.1
Pengertian Analisis Jalur ................................................................. 42
2.9.2
Prinsip-prinsip Dasar Analisis Jalur ................................................ 43
2.9.3
Asumsi-asumsi dalam Analisis Jalur .............................................. 44
2.9.4
Konsep dan Istilah dalam Analisis Jalur ......................................... 44
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2.9.5
Model Analisis Jalur ....................................................................... 48
2.9.6
Diagram Jalur dan Persamaan Struktural ........................................ 50
2.9.7
Koefisien Jalur ................................................................................ 53
BAB III METODE PENELITIAN 3.1
Studi Literatur dan Studi Lapangan........................................................ 56
3.2
Rumusan Masalah .................................................................................. 56
3.3
Tujuan Penelitian .................................................................................... 56
3.4
Opersional Variabel Penelitian ............................................................... 57
3.4.1
Hipotesis.......................................................................................... 57
3.4.2
Variabel ........................................................................................... 58
3.5
Pengumpulan Data ................................................................................. 66
3.5.1
Populasi ........................................................................................... 67
3.5.2
Sampel ............................................................................................. 67
3.6
Pengolahan Data ..................................................................................... 68
3.6.1
Implementasi SMM ISO 9001:2008 ............................................... 68
3.6.2
Uji Validitas (Test of Validity) ........................................................ 70
3.6.3
Uji Reliabilitas (Test of Reliability) ................................................ 71
3.6.4
Transforming Data Ordinal Ke Data Interval ................................. 71
3.6.5
Analisis Jalur ................................................................................... 71
3.6.6
Diagram Jalur .................................................................................. 72
3.7
Analisis ................................................................................................... 73
3.8
Kesimpulan dan Saran ............................................................................ 73
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BAB IV PENGUMPULAN DAN PENGOLAHAN DATA 4.1
Pengumpulan Data ................................................................................. 74
4.1.1
Sejarah Singkat Perusahaan ............................................................ 74
4.1.2
Visi dan Misi PT. INTI ( Persero ) ................................................. 77
4.1.3
Struktur Organisasi Perusahaan ...................................................... 78
4.2
Pengolahan Data ..................................................................................... 82
4.2.1
Implementasi Sistem Manajemen Mutu ISO 9001:2008 ................ 82
4.2.2
Karakteristik Responden ................................................................. 89
4.2.3
Uji Validitas .................................................................................... 92
4.2.4
Uji Reliabilitas ................................................................................ 96
4.2.5
Variabel Penelitian .......................................................................... 98
4.2.6
Transforming Data Ordinal Ke Data Interval ............................... 135
4.2.7
Analisis Jalur ................................................................................. 136
4.2.8
Pengujian Hipotesis ....................................................................... 142
BAB V ANALISIS 5.1
Analisis Implementasi Sistem Manajemen Mutu ISO 9001:2008 ....... 146
5.2
Analisis Persepsi Karyawan ................................................................. 147
5.2.1
Analisis Persepsi Karyawan Terhadap Implementasi SMM......... 147
5.2.2
Analisis Persepsi Karyawan Terhadap Kinerja Kerja Karyawan . 148
5.2.3
Analisis Persepsi Karyawan Terhadap Kepuasan Kerja ..................... Karyawan ...................................................................................... 148
5.3
Hasil Pengolahan Data Berdasarkan Analisis Jalur.............................. 149
5.3.1
Pengaruh Sistem Manajemen Mutu ISO 9001:2008 .......................... Terhadap Kinerja Kerja Karyawan ............................................... 149
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5.3.2
Pengaruh Sistem Manajemen Mutu ISO 9001:2008........................... Terhadap Kepuasan kerja karyawan ............................................. 149
5.3.3
Pengaruh Kinerja Terhadap Kepuasan Kerja Karyawan .............. 149
5.3.4
Pengaruh Sistem Manajemen Mutu ISO 9001:2008........................... Dan Kinerja Terhadap Kepuasan Kerja Karyawan ...................... 150
BAB VI KESIMPULAN DAN SARAN 6.1
Kesimpulan ........................................................................................... 151
6.1.1
Persepsi Karyawan Terhadap Implementasi Sistem .......................... Manajemen Mutu ISO 9001:2008................................................. 151
6.1.2
Persepsi Karyawan Terhadap Kinerja Kerja Dan .............................. Kepuasan Kerja Karyawan............................................................ 152
6.1.3 6.2
Pengolahan Data Dengan Menggunakan Analisis Jalur ............... 153
Saran ..................................................................................................... 153
6.2.1
Saran Untuk Perusahaan ............................................................... 153
6.2.2
Saran Untuk Penelitian Selanjutnya ............................................. 154
DAFTAR PUSTAKA LAMPIRAN
DAFTAR TABEL
Tabel 2.1 Chek-list ................................................................................................ 32 Tabel 2.2 Rating Scale .......................................................................................... 35 Tabel 2.3 Skala Thrustone..................................................................................... 36 Tabel 3.1 Operasional Variabel (X) Penelitian ..................................................... 59 Tabel 3.2 Operasional Variabel (Y) Penelitian ..................................................... 62 Tabel 3.3Operasional Variabel (Z) Penelitian ...................................................... 64 Tabel 3.4 Populasi penelitian ................................................................................ 67 Tabel 3.5 Tahapan Implementasi SMM ISO 9001:2008 ...................................... 69 Tabel 4.1 Manfaat Implementasi SMM ISO 9001:2008....................................... 86 Tabel 4.2 Faktor Kritis Implementasi SMM ISO 9001:2008 ............................... 88 Tabel 4.3 Hasil Uji Validitas pertanyaan 48 ......................................................... 93 Tabel 4.4 Hasil Uji Validitas Variabel X, Y, Z..................................................... 94 Tabel 4.5 Hasil Uji Reliabelitas Variabel X, Y, Z ................................................ 97 Tabel 4.6 SMM Berdasarkan Fokus Pelanggan .................................................... 98 Tabel 4.7 SMM Berdasarkan Kepemimpinan..................................................... 100 Tabel 4.8 SMM Berdasarkan Keterlibatan Orang .............................................. 102 Tabel 4.9 SMM Berdasarkan Pendekatan Proses ............................................... 104 Tabel 4.10 SMM Berdasarkan Pendekatan Sistem Terhadap Manajemen ......... 106 Tabel 4.11 SMM Berdasarkan Peningkatan Terus Menerus .............................. 108 Tabel 4.12 SMM Berdasarkan Pendekatan Faktual DalamP
Pengambilan
Keputusan............................................................................................................ 110 Tabel 4.13 SMM Berdasarkan Hubungan Pemasok ........................................... 112 Tabel 4.14 Rekapitulasi Sistem Manajemen Mutu ............................................. 114 Tabel 4.15 Kinerja Kerja Berdasarkan Kualitas Kerja........................................ 115 Tabel 4.16 Kinerja Kerja Berdasarkan Kuantitas Kerja...................................... 117 Tabel 4.17 Kinerja Kerja Berdasarkan Kerja Sama ............................................ 118 Tabel 4.18 Kinerja Kerja Berdasarkan Pemahaman Terhadap Tugas ................ 120 Tabel 4.19 Kinerja Kerja Berdasarkan Inisiatif .................................................. 121 Tabel 4.20 Kinerja Kerja Berdasarkan Disiplin .................................................. 123
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Tabel 4.21 Kinerja Kerja Berdasarkan Kehandalan............................................ 124 Tabel 4.22 Rekapitulasi Kinerja Kerja ................................................................ 125 Tabel 4.23 Kepuasan kerja karyawan Berdasarkan Atasan ................................ 127 Tabel 4.24 Kepuasan kerja karyawan Berdasarkan Rekan Kerja ....................... 128 Tabel 4.25 Kepuasan kerja karyawan Berdasarkan Pekerjaan............................ 129 Tabel 4.26 Kepuasan kerja karyawan Berdasarkan Kesempatan Promosi ......... 131 Tabel 4.27 Kepuasan kerja karyawan Berdasarkan Pendapatan ......................... 132 Tabel 4.28 Rekapitulasi Kepuasan kerja karyawan ............................................ 133 Tabel 4.29 Pedoman Pengklasifikasian Koefisien Korelasi ............................... 140 Tabel 4.30 Kolerasi Antar Variabel .................................................................... 140 Tabel 4.31 Koefisien Jalur Masing-Masing Variabel Independen ......................... T Terhadap Variabel Dependen.............................................................................. 141 Tabel 4.32 Uji Pengaruh Variabel Implementasi Sistem Manajemen Mutu ........... I ISO 9001:2008 Terhadap Kinerja Karyawan...................................................... 143 Tabel 4.33 Uji Pengaruh Variabel Implementasi Sistem Manajemen Mutu ........... I ISO 9001:2008 Terhadap Kepuasan Kerja Karyawan ........................................ 144 Tabel 4.34 Uji Pengaruh Kinerja Terhadap Kepuasan Kerja Karyawan ............ 144 Tabel 4.35 Uji Pengaruh Secara Bersama-sama Terhadap K
Kepuasan
Kerja Karyawan .................................................................................................. 145
DAFTAR GAMBAR
Gambar 1.1 Sistematika Penulisan.......................................................................... 5 Gambar 2.1 Model Sistem Manajemen Mutu ....................................................... 11 Gambar 2.2 Macam-macam Teknik Sampling...................................................... 26 Gambar 2.3 Teknik Simpel Random Sampling ..................................................... 27 Gambar 2.4 Teknik Cluster Random Sampling .................................................... 28 Gambar 2.5 Snowball Sampling ............................................................................ 31 Gambar 2.6 Diagram Jalur Peubah Bebas, Perantara dan Tergantung ................. 45 Gambar 2.7 Model Regresi Berganda ................................................................... 48 Gambar 2.8 Model Mesiasi ................................................................................... 49 Gambar 2.9 Model Kombinasi Pertama dan Kedua.............................................. 49 Gambar 2.10 Model Kompleks ............................................................................. 49 Gambar 2.11 Model Recutsif dan Non-Recursif ................................................... 50 Gambar 2.12 Diagram Jalur Hubungan Kausal dari X1 dan X2........................... 51 Gambar 2.13 Diagram Jalur Hubungan Kausal dari X1, X2, X3 dan X4 ............. 52 Gambar 2.14 Hubungan Kausal dari X1, X2 ke X3 dan X3 ke X4 ..................... 52 Gambar 2.15 Hubungan Kausal dari X1, X2 ke X3 ............................................. 53 Gambar 3.1 Bagan Alir Sistematika Penelitian..................................................... 55 Gambar 3.2 Tahapan Implementasi SMM ISO 9001:200 .................................... 68 Gambar 3.3 Model Hubungan Struktur Antar Variabel X, Y dan Z ..................... 72 Gambar 4.1 Struktur Organisasi PT INTI Persero ................................................ 78 Gambar 4.2 Proses Implementasi Sistem Manajemen Mutu PT INTI Persero .... 85 Gambar 4.3 Garis Kontinum Manfaat Implementasi SMM ISO 9001:2008 ........ 87 Gambar 4.4 Garis Kontinum Faktor Kritis Implementasi SMM ISO 9001:2008 . 89 Gambar 4.5 Karakteristik Responden Berdasarkan Jenis Kelamin ...................... 90 Gambar 4.6 Karakteristik Responden Berdasarkan Usia ...................................... 90 Gambar 4.7 Karakteristik Responden Berdasarkan Pendidikan ........................... 91 Gambar 4.8 Karakteristik Responden Berdasarkan Lama Bekerja ....................... 92 Gambar 4.9 Garis Kontinum Fokus Pelanggan .................................................... 99 Gambar 4.10 Garis Kontinum Kepemimpinan ................................................... 101
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Gambar 4.11 Garis Kontinum Keterlibatan Orang ............................................. 103 Gambar 4.12 Garis Kontinum Pendekatan Proses .............................................. 105 Gambar 4.13 Garis Kontinum Pendekatan Sistem Terhadap Manajemen.......... 107 Gambar 4.14 Garis Kontinum Peningkatan Terus Menerus ............................... 109 Gambar 4.15 Garis Kontinum Pendekatan Faktual Dalam ..........
P
Pembuatan Keputusan ......................................................................................... 111 Gambar 4.16 Garis Kontinum Hubungan Pemasok yang ...........
S
Saling Menguntungkan ....................................................................................... 113 Gambar 4.17 Garis Kontinum Sistem Manajemen Mutu ISO 9001:2008 .......... 114 Gambar 4.18 Garis Kontinum Kualitas kerja...................................................... 116 Gambar 4.19 Garis Kontinum Kuantitas kerja.................................................... 118 Gambar 4.20 Garis Kontinum Kerja Sama ......................................................... 119 Gambar 4.21 Garis Kontinum Pemahaman Terhadap Tugas ............................. 121 Gambar 4.22 Garis Kontinum Inisiatif ............................................................... 122 Gambar 4.23 Garis Kontinum Disiplin ............................................................... 124 Gambar 4.24 Garis Kontinum Kehandalan ......................................................... 125 Gambar 4.25 Garis Kontinum Kinerja Karyawan .............................................. 126 Gambar 4.26 Garis Kontinum Kepuasan Terhadap Atasan ................................ 127 Gambar 4.27 Garis Kontinum Kepuasan Terhadap Rekan Kerja ....................... 129 Gambar 4.28 Garis Kontinum Kepuasan Terhadap Pekerjaan ........................... 130 Gambar 4.29 Garis Kontinum Kepuasan Terhadap Kesempatan Promosi ......... 132 Gambar 4.30 Garis Kontinum Kepuasan Terhadap Pendapatan......................... 133 Gambar 4.31 Garis Kontinum Kepuasan Kerja Karyawan ................................. 134 Gambar 4.32 Jalur Paradigma Penelitian ........................................................... 136 Gambar 4.33 Jalur Dan Koefisien Jalur .............................................................. 142
