DAFTAR ISI
HALAMAN JUDUL ....................................................................................................i PERNYATAAN KEASLIAN .................................................................................... ii LEMBAR PENGESAHAN PERUSAHAAN ........................................................... iii LEMBAR PENGESAHAN DOSEN PEMBIMBING ...............................................iv LEMBAR PENGESAHAN DOSEN PENGUJI .......................................................... v HALAMAN PERSEMBAHAN .................................................................................vi HALAMAN MOTTO ............................................................................................... vii KATA PENGANTAR ............................................................................................. viii ABSTRAK .................................................................................................................... x DAFTAR ISI ...............................................................................................................xi DAFTAR TABEL .......................................................................................................... DAFTAR GAMBAR .....................................................................................................
BAB I PENDAHULUAN ........................................................................................... 1 1.1. Latar Belakang Masalah ................................................................................. 1 1.2. Rumusan Masalah ........................................................................................... 6 1.3. Batasan Masalah ............................................................................................. 6 1.4. Tujuan Penelitian ............................................................................................. 7 1.5. Manfaat Penelitian .......................................................................................... 7 1.6. Sistematika Penulisan Laporan ....................................................................... 7 BAB II KAJIAN LITERATUR ................................................................................ 9 2.1.Penelitian Terdahulu ......................................................................................... 9 2.2.Industri Industr Kerajinan Kulit ...................................................................... 12 2.3.Pengukuran Kinerja ........................................................................................ 14 2.3.1. Bentuk Pengukuran Kinerja .................................................................... 14 2.3.2. Persyaratan Sistem Pengukuran Kinerja .................................................. 15 2.3.3. Karakteristik Pengukuran Kinerja ........................................................... 15 2.3.4. Manfaat Penilaian Kinerja ....................................................................... 16 2.3.4.1 Karakteristik Pengukuran Kinerja ......................................................... 16 2.3.4.2. Bagi Penilai ........................................................................................... 16 xi
2.3.4.3. Bagi Perusahaan .................................................................................... 18 2.3.4.4. Tujuan Penilain Kinerja ........................................................................ 19 2.4.Malcolm Baldrige National Quality Awards (MBNQA) ............................... 19 2.4.1.Indonesian Quality Awards (IQA) untuk BUMN ..................................... 20 2.4.2.Konsep Malcolm Baldrige Criteria for Performance Excellence ........... 21 2.4.3.Tujuan Malcolm Baldrige National Quality Awards ............................... 23 2.4.4.Prinsip-prinsip (Nilai Inti) Malcolm Baldrige .......................................... 23 2.4.4.1.Kepemimpinan Visioner ........................................................................ 24 2.4.4.2.Keungggulan yang Dikendalikan Pelanggan ......................................... 24 2.4.4.3.Pembelajaran Organisasi dan Pribadi .................................................... 25 2.4.4.4.Menghargai Karyawan dan Mitra Kerja ................................................ 26 2.4.4.5.Ketangkasan ........................................................................................... 26 2.4.4.6.Berfokus pada Masa Depan ................................................................... 26 2.4.4.7.Mengelola untuk Inovasi ....................................................................... 26 2.4.4.8.Manajemen Berdasarkan Fakta .............................................................. 27 2.4.4.9.Tanggung Jawab Sosial ......................................................................... 28 2.4.4.10. Berfokus pada Hasil-hasil dan Penciptaan Nilai................................. 28 2.4.4.11. Perspektif Sistem ................................................................................ 29 2.4.5. Kategori Kriteria Malcolm Baldrige ......................................................... 30 2.4.5.1.Kepemimpinan ....................................................................................... 31 2.4.5.2.Perencanaan Strategis ............................................................................ 32 2.4.5.3.Fokus Pasar dan Pelanggan .................................................................... 32 2.4.5.4.Pengukuran, Analisis, dan Manajemen Pengetahuan ............................ 32 2.4.5.5.Fokus Sumber Daya Manusia ................................................................ 33 2.4.5.6.Manajemen Proses ................................................................................. 33 2.4.5.7.Hasil-Hasil ............................................................................................. 33 2.4.6. Pendekatan Implementasi Kriteria Malcolm Baldrige.............................. 36 2.4.7. Level Scoring DescriptorMalcolm Baldrige ............................................. 41 BAB III METODE PENELITIAN ......................................................................... 42 3.1.Obyek Penelitian ............................................................................................. 42 3.2.Metode Pengumpulan Data ............................................................................. 42 3.3.Jenis Sumber Data .......................................................................................... 44 3.4.Pengolahan Data ............................................................................................ 44 xii
3.4.1. Langkah Pengukuran dengan MBCfPE ................................................. 45 3.4.2. Sistem Penilaian pada MBCfPE ............................................................ 45 3.5. Analisis Data dan Pembahasan ..................................................................... 50 3.6. Kesimpulan dan Saran .................................................................................. 50 3.7. Diagram Alir Penelitian ............................................................................... 52 BAB IV PENGUMPULAN DAN PENGOLAHAN DATA .................................. 53 4.1. Gambaran Umum Perusahaan ...................................................................... 53 4.1.1. Sejarah Berdirinya CV. Kerajinan Indonesia .......................................... 53 4.1.2. Struktur Organisasi Perusahaan............................................................... 54 4.1.3. Proses Produksi ...................................................................................... 55 4.2. Pengolahan Data ........................................................................................... 58 4.2.1. Profil Organisasi ................................................................................... 59 4.2.1.1. Produk ................................................................................................. 59 4.2.1.2. Visi dan Misi ....................................................................................... 61 4.2.1.3. Profil Tenaga Kerja ............................................................................. 62 4.2.1.4. Aset ...................................................................................................... 63 4.2.1.5. Persyaratan Peraturan ........................................................................... 63 4.2.1.6. Struktur Perusahaan.............................................................................. 65 4.2.1.7. Pelanggan dan Stakeholder .................................................................. 65 4.2.1.8. Pemasok dan Mitra ............................................................................... 66 4.2.1.9. Posisi Kompetitif .................................................................................. 66 4.2.1.10. Perubahan Persaingan ......................................................................... 67 4.2.1.11. Data Perbandingan .............................................................................. 67 4.2.2. Kepemimpinan ...................................................................................... 67 4.2.2.1. Kepemimpinan Senior .......................................................................... 67 4.2.2.2. Tanggung Jawab Sosial dan Manajemen ............................................. 69 4.2.3. Perencanaan Strategis ............................................................................ 71 4.2.3.1. Pengembangan Strategi ........................................................................ 72 4.2.3.2. Penyebarluasan Strategi ....................................................................... 73 4.2.4. Fokus Pasar dan Pelanggan .................................................................... 74 4.2.4.1. Hubungan dan Kepuaan Pelanggan ...................................................... 74 4.2.4.2. Pengetahuan Pasar dan Pelanggan ....................................................... 77 4.2.5. Pengukuran, Analisis, dan Manajemen Pengetahuan ............................ 79 xiii
4.2.5.1. Pengukuran, Analisis, dan Peningkatan Kinerja Organisasi ................ 80 4.2.5.2. Manajemen Informasi, Teknologi Informasi, dan Pengetahuan .......... 81 4.2.6. Fokus Sumber Daya Manusia ................................................................ 82 4.2.6.1. Lingkungan Tenaga Kerja .................................................................... 82 4.2.6.2. Keterlibatan Tenaga Kerja.................................................................... 85 4.2.7. Manajemen Proses ................................................................................. 87 4.2.7.1. Desain-desain Sistem Kerja.................................................................. 87 4.2.7.2. Manajemen Proses Kerja dan Peningkatan .......................................... 90 4.2.8. Hasil-Hasil ............................................................................................. 92 4.2.8.1. Hasil-Hasil Produk dan Pelayanan ....................................................... 92 4.2.8.2. Hasil-Hasil Berfokus Pelanggan .......................................................... 94 4.2.8.3. Hasil-Hasil Pasar dan Finansial ............................................................ 94 4.2.8.4. Hasil-Hasil Sumber Daya Manusia ...................................................... 96 4.2.8.5. Hasil-Hasil Efektivitas Proses .............................................................. 97 4.2.8.6. Hasil-Hasil Kepemimpinan .................................................................. 97 4.3.Penilaian Hasil Wawancara ........................................................................... 98 4.3.1. Kepemimpinan ...................................................................................... 98 4.3.1.1. Kepemimpinan Senior .......................................................................... 99 4.3.1.2. Tanggung Jawab Sosial dan Manajemen ........................................... 100 4.3.2. Perencanaan Strategis .......................................................................... 102 4.3.2.1. Pengembangan Strategi ...................................................................... 103 4.3.2.2. Penyebarluasan Strategi ..................................................................... 104 4.3.3. Fokus Pasar dan Pelanggan .................................................................. 106 4.3.3.1. Hubungan dan Kepuaan Pelanggan .................................................... 106 4.3.3.2. Pengetahuan Pasar dan Pelanggan ..................................................... 108 4.3.4. Pengukuran, Analisis, dan Manajemen Pengetahuan .......................... 110 4.3.4.1. Pengukuran, Analisis, dan Peningkatan Kinerja Organisasi .............. 110 4.3.4.2. Manajemen Informasi, Teknologi Informasi, dan Pengetahuan ........ 113 4.3.5. Fokus Sumber Daya Manusia .............................................................. 115 4.3.5.1. Lingkungan Tenaga Kerja .................................................................. 115 4.3.5.2. Keterlibatan Tenaga Kerja.................................................................. 117 4.3.6. Manajemen Proses ............................................................................... 118 4.3.6.1. Desain-desain Sistem Kerja................................................................ 119 xiv
4.3.6.2. Manajemen Proses Kerja dan Peningkatan ........................................ 120 4.3.7. Hasil-Hasil ........................................................................................... 123 4.3.7.1. Hasil-Hasil Produk dan Pelayanan ..................................................... 123 4.3.7.2. Hasil-Hasil Berfokus Pelanggan ........................................................ 124 4.3.7.3. Hasil-Hasil Pasar dan Finansial .......................................................... 125 4.3.7.4. Hasil-Hasil Sumber Daya Manusia .................................................... 126 4.3.7.5. Hasil-Hasil Efektivitas Proses ............................................................ 126 4.3.7.6. Hasil-Hasil Kepemimpinan ................................................................ 126 4.4.Ringkasan Hasil Penilaian ........................................................................... 128 BAB V PEMBAHASAN ........................................................................................ 131 5.1.Deskripsi Level Skor Perusahaan ................................................................. 131 5.2. Analisis Kesenjangan Antar Kriteria ........................................................... 131 5.3.Deskripsi Hasil Pengukuran.......................................................................... 132 5.3.1. Kepemimpinan ..................................................................................... 132 5.3.2. Perencanaan Strategis .......................................................................... 134 5.3.3. Fokus Pasar dan Pelanggan .................................................................. 135 5.3.4. Pengukuran, Analisis, dan Manajemen Pengetahuan .......................... 132 5.3.5. Fokus Sumber Daya Manusia .............................................................. 137 5.3.6. Manajemen Proses ............................................................................... 138 5.3.7. Hasil-Hasil ........................................................................................... 140 BAB VI PENUTUP ................................................................................................ 142 6.1. Kesimpulan ................................................................................................. 142 6.2. Saran ........................................................................................................... 143
DAFTAR PUSTAKA ............................................................................................... 144 LAMPIRAN .............................................................................................................. 146
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DAFTAR TABEL
Tabel 1.1 Daftar Perusahaan Kulit, Barang Kulit, dan Alas Kaki di DIY .................... 3 Tabel 2.1 Kategori Malcolm Baldrige untuk Bidang Bisnis....................................... 35 Tabel 2.2 Petunjuk Scoring untuk Proses—Kategori 1 – 6 (ADLI Scoring) ............. 37 Tabel 2.3 Petunjuk Scoring untuk Kategori Hasil-Hasil (Result Scoring) ................. 39 Tabel 2.4 Petunjuk level scoring descriptor ............................................................... 41 Tabel 3.1 Faktor Evaluasi Proses ................................................................................ 46 Tabel 3.2 Faktor Evaluasi Hasil .................................................................................. 46 Tabel 3.3 Petunjuk Pemberian Kode Proses ............................................................... 47 Tabel 3.4 Petunjuk Pemberian Kode Hasil ................................................................. 48 Tabel 4.1 Data Penjualan Limbah (Leresan) Tahun 2013 .......................................... 64 Tabel 4.2 Data Produk Cacat ...................................................................................... 76 Tabel 4.3 Data Retensi Karyawan .............................................................................. 84 Tabel 4.4 Data Reward dan Punishment Karyawan ................................................... 85 Tabel 4.5 Data Penjualan ............................................................................................ 93 Tabel 4.6 Penilaian Item Kepemimpinan Senior ........................................................ 99 Tabel 4.7 Penilaian Item Tanggung Jawab Sosial dan Manajemen ......................... 101 Tabel 4.8 Penilaian Item Pengembangan Strategi .................................................... 103 Tabel 4.9 Penilaian Item Penyebarluasan Strategi .................................................... 105 Tabel 4.10 Penilaian Item Hubungan dan Kepuasan Pelanggan .............................. 106 Tabel 4.11 Penilaian Item Pengetahuan Pasar dan Pelanggan .................................. 108 Tabel 4.12 Penilaian Item Pengukuran, Analisis, dan Peningkatan Kinerja ............ 111 Tabel 4.13 Penilaian Item Manajemen Informasi, Teknologi Informasi, dan Pengetahuan .............................................................................................................. 113 Tabel 4.14 Penilaian Item Lingkungan Tenaga Kerja .............................................. 115 Tabel 4.15 Penilaian Item Keterlibatan Tenaga Kerja .............................................. 117 Tabel 4.16 Penilaian Item Desain-Desain Sistem Kerja ........................................... 119 Tabel 4.17 Penilaian Item Manajemen Proses Kerja dan Peningkatan .................... 121 Tabel 4.18 Penilaian Item Hasil-Hasil Produk dan Pelayanan ................................. 123 Tabel 4.19 Penilaian Item Hasil-Hasil Berfokus Pelanggan ..................................... 124 Tabel 4.20 Penilaian Item Hasil-Hasil Pasar dan Finansial ...................................... 125 xvi
Tabel 4.21 Penilaian Item Hasil-Hasil Sumber Daya Manusia ................................ 126 Tabel 4.22 Penilaian Item Hasil-Hasil Efektivitas Produksi .................................... 127 Tabel 4.23 Penilaian Item Hasil-Hasil Kepemimpinan ............................................ 127 Tabel 4.24 Ringkasan Penilaian Kriteria MBNQA .................................................. 129 Tabel 5.1 Kriteria CV. Kerajinan Indonesia Berdasarkan Level Descriptor ............ 131 Tabel 5.2 Kesenjangan Skor Tiap Kriteria ............................................................... 132
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DAFTAR GAMBAR Gambar 2.1 Kerangka Konseptual MBNQA .............................................................. 11 Gambar 2.2 Piagam Malcolm Baldrige National Quality Awars ............................... 21 Gambar 2.3 Bagan Inti Kinerja Malcolm Baldrige..................................................... 29 Gambar 2.4 Kerangka Kerja Malcolm Baldrige untuk Keunggulan Bisnis ............... 31 Gambar 3.1 Diagram Struktur Kinerja Operasi .......................................................... 49 Gambar 3.2 Diagram Alir Penelitian .......................................................................... 52 Gambar 4.1 Struktur Organisasi CV. Kerajinan Indonesia......................................... 54 Gambar 4.2 Diagram Proses Produksi CV. Kerajinan Indonesia ............................... 55 Gambar 4.3 Produk CV. Kerajinan Indonesia ............................................................ 60 Gambar 4.4 Grafik Jumlah Penjualan Limbah 2013 .................................................. 70 Gambar 4.5 Grafik Nilai Penjualan Limbah 2013 ...................................................... 71 Gambar 4.6 Komentar Konsumen di Social Media .................................................... 76 Gambar 4.7 Produk yang Memenangkan Penghargaan Internasional ........................ 78 Gambar 4.8 Tampilan Katalog Pelanggan .................................................................. 79 Gambar 4.9 Proses Penjahitan .................................................................................... 83 Gambar 4.10 Lembar Presensi dan Produktivitas Karyawan ..................................... 86 Gambar 4.11 Operational Process Chart (OPC) Dompet .......................................... 89 Gambar 4.12 Karyawan Bekerja Tanpa APD ............................................................. 95 Gambar 4.13 Grafik Perbandingan Kebutuhan dan Pemakaian Bahan Baku ............. 96 Gambar 4.14 Production Order .................................................................................. 97
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