DAFTAR ISI
Halaman KATA PENGANTAR ........................................................................................... i DAFTAR ISI ........................................................................................................ ii DAFTAR TABEL ................................................................................................ iv DAFTAR GAMBAR ............................................................................................ v DAFTAR LAMPIRAN ........................................................................................ vi I. 1.1. 1.2. 1.3. 1.4. 1.5.
PENDAHULUAN ....................................................................................... Latar Belakang ............................................................................................. Rumusan Masalah ........................................................................................ Tujuan Penelitian ......................................................................................... Manfaat Penelitian ....................................................................................... Ruang Lingkup Penelitian ............................................................................
1 1 6 8 8 9
II. TINJAUAN PUSTAKA DAN KERANGKA PEMIKIRAN .................... 2.1. Kerangka Teoritis ....................................................................................... 2.1.1. Konsep Mutu .................................................................................. 2.1.2. Manajemen Mutu Terpadu/Total Quality Management (TQM) .... 2.1.3. Alat Implementasi TQM (TQM Tools) .......................................... 2.1.5. Malcolm Baldrige Criteria for Performance Excellence Frameworks ................................................................. 2.2. Kajian Penelitian Terdahulu........................................................................ 2.3. Kerangka Pemikiran Konseptual Penelitian................................................
10 10 10 14 19
III. 3.1. 3.2. 3.3. 3.4. 3.5. 3.6.
METODE PENELITIAN ........................................................................... Lokasi dan Waktu Penelitian ..................................................................... Pendekatan Penelitian ................................................................................ Jenis-jenis Sumber Data ............................................................................. Teknik Pengumpulan Data dan Informasi .................................................. Teknik Pengambilan Contoh ...................................................................... Teknik Pengolahan dan Analisis Data .......................................................
38 38 38 39 40 40 41
IV. PEMBAHASAN ........................................................................................ 4.1. Tingkat Kinerja Implementasi TQM di PT XYZ Berdasarkan Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) ...................... 4.1.1. Leadership ...................................................................................... 4.1.2. Strategic Planning .......................................................................... 4.1.3. Customer Focus ............................................................................. 4.1.4. Measurement, Analysis, and Knowledge Management .................. 4.1.5. Workforce Focus ............................................................................ 4.1.6. Process Management ..................................................................... 4.1.7. Business Results .............................................................................
51
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22 28 33
51 53 61 66 72 78 83 89
4.2. Identifikasi Kelemahan PT XYZ dalam Implementasi TQM .................. 4.2.1. Governance and Societal Responsibilities ................................... 4.2.2. Strategy Deployment .................................................................... 4.2.3. Voice of The Customer ................................................................. 4.2.4. Measurement, Analysis, and Improvement of Organizational Performance ................................................................................. 4.2.5. Workforce Engagement ................................................................ 4.2.6. Work System ................................................................................. 4.2.7. Leadership Outcomes ...................................................................
103 111 112 113
4.3. Langkah-langkah Peningkatan Kinerja Implementasi TQM di PT XYZ . 4.3.1. Governance and Societal Responsibilities ................................... 4.3.2. Strategy Deployment .................................................................... 4.3.3. Voice of The Customer ................................................................. 4.3.4. Measurement, Analysis, and Improvement of Organizational Performance ................................................................................. 4.3.5. Workforce Engagement ................................................................ 4.3.6. Work System ................................................................................. 4.3.7. Leadership Outcomes ...................................................................
120 122 127 132
115 116 117 118
135 140 144 148
4.4. Implikasi Manajerial ................................................................................ 149 V. KESIMPULAN DAN SARAN ................................................................ 157 5.1. Kesimpulan .............................................................................................. 157 5.2. Saran ...................................................................................................... 160 DAFTAR PUSTAKA ....................................................................................... 161 LAMPIRAN .................................................................................................... 164
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DAFTAR TABEL
Nomor
Halaman
1. Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) dan Poin Maksimal Setiap Kategori .................................................................27 2. Panduan Pemberian Skor Penilaian Aspek Process (Kriteria 1-6) ..................47 3. Panduan Pemberian Skor Penilaian Aspek Business Results (Kriteria 7) ........48 4. Hasil Penilaian Self Assessment MBCfPE di PT XYZ ....................................52 5. Net Sales dan Net Profit PT XYZ ....................................................................95 6. Pencapaian Kinerja Implementasi TQM PT XYZ Berdasarkan MBCfPE .... 105 7. Analisis 5W + 1H pada Kelemahan Governance and Societal Responsibilities ................................................................................ 121 8. Analisis 5W + 1H pada Kelemahan Strategy Deployment ............................ 126 9. Analisis 5W + 1H pada Kelemahan Voice of The Customer ......................... 131 10. Analisis 5W + 1H pada Kelemahan Measurement, Analysis, and Organizational Performance ................................................................ 134 11. Evaluasi Parameter KPI PT XYZ ................................................................ 136 12. Analisis 5W + 1H pada Kelemahan Workforce Environment ..................... 139 13. Analisis 5W + 1H pada Kelemahan Work System ....................................... 143 14. Analisis 5W + 1H pada Kelemahan Leadership Outcomes ......................... 147
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DAFTAR GAMBAR
Nomor
Halaman
1. Konsumsi Roti Tawar dan Roti Manis di Indonesia .......................................... 4 2. Cara Mutu Meningkatkan Keuntungan ............................................................ 11 3. Continuous Improvement dengan Model PDCA oleh Walter Shewhart .......... 15 4. Diagram Sebab Akibat/Tulang Ikan ................................................................ 20 5. Kerangka Pemikiran Konseptual Penelitian ..................................................... 37 6. Saluran Distribusi PT XYZ (Data 28 Juni 2010) .............................................63 7. Data Rekapitulasi Keluhan Pelanggan PT XYZ 2005-2010 ............................71 8. Siklus Supply Chain Management (SCM) di PT XYZ ....................................88 9. Profil Kapasitas Produksi PT XYZ 2005-2010 ................................................90 10. Perbandingan Revenue Growth 2008 dan 2009 .............................................97 11. Perbandingan Net Profit Growth 2008 dan 2009 ...........................................97 12. Komposisi Biaya Produksi .............................................................................98 13. Diagram Fish Bone Kinerja Implementasi TQM di PT XYZ yang Belum Optimal ............................................................................................. 110 14. Data Retur Penjualan Tahun 2010 ............................................................... 120
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DAFTAR LAMPIRAN
Nomor
Halaman
1. Daftar Responden dengan Penilaian Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) ...................................................... 164 2. Deskripsi Tujuan Setiap kategori dalam Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) ....................................................... 165 3. Scoring Guidelines for Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) 2009-2010 ................................................................ 169 4. Scoring Band Description berdasarkan MBCfPE 2009-2010 ...................... 173 5. Form Kuisioner Penilaian Malcolm Baldrige for Performance Excellence (MBCfPE) ................................................................................... 174 6. Petunjuk Pengisian Kuisioner Kajian TQM Berdasarkan Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) .......................... 183 7. Prosedur Penanganan Keluhan Pelanggan PT XYZ ..................................... 190 8. Evaluasi Key Performance Indicator (KPI) PT XYZ ................................... 193 9. Perbandingan Kinerja Level 5 dan 6 serta Perbaikan untuk Meningkatkan Posisi Kinerja dari Level 5 ke 6 .................................................................... 198 10. Sebaran Aspek yang Perlu Diperbaiki PT XYZ dalam Peningkatan Kinerja Implementasi TQM ........................................................................ 199
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