BIDANG ILMU : MANAJEMEN
LAPORAN HASIL PENELITIAN DISERTASI DOKTOR TAHUN ANGGARAN 2010
Judul
Peneliti
: Implikasi Praktek Total Quality Management (TQM) terhadap Daya Saing, Kepuasan Konsumen, dan Kinerja Bisnis pada Perusahaan Manufaktur di Kota Makasar :::: Ramlawati
Dibiayai Oleh Direktorat Jenderal Pendidikan Tinggi, Kementerian Pendidikan Nasional sesuai dengan Surat Perjanjian Penugasan Dalam Rangka Pelaksanaan Penugasan Penelitian Disertasi Doktor Tahun Anggaran 2010 Nomor : 492/SP2H/PP/DP2M/VI/2010, tanggal 11 Juni 2010.
Universitas Brawijaya Malang 2010
RINGKASAN TQM merupakan suatu sistem yang dapat dikembangkan menjadi pendekatan dalam menjalankan usaha untuk memaksimumkan daya saing organisasi melaluiperbaikan terus menerus atas produk, jasa,tenaga kerja, proses dan lingkungannya. Praktek Total Quality management (TQM) yang diterapkan dengan baik akan memberi kontribusi terhadap peningkatan daya saing, kepuasan konsumen dan kinerja bisnis. Kajian empiris sebelumnya tentang praktek TQM pada umumnya mengkaji hubungan antara praktek TQM terhadap berbagai ukuran kinerja. Penelitian yang menghubungkan antara praktek TQM , terhadap kinerja bisnis dengan memasukkan variabel daya saing masih perlu dikaji lebih jauh untuk mendapatkan pandangan yang sama terhadap hubungan antara daya saing terhadap kinerja. Tujuan penelitian ini menguji dan menganalisis pengaruh praktek TQM (komitmen manajememen puncak, kepemimpinan, manajemen kualitas pemasok, fokus terhadap konsumen, pelatihan karyawan, perbaikan berkesinambungan, penggunaan informasi kualitas internal, desain produk, ketelibatan karyawan dan penggunaan teknik kualitas statistik) terhadap daya saing, kepuasan konsumen dan kinerja bisnis baik langsung maupun tidak langsung. Penelitian ini dilakukan pada industri manufaktur di Kota Makassar . pengumpulan data dengan menggunakan instrument kuesioner dengan menggunakan skala liker. Responden diminta untuk memberikan persepsi terhadap penerapan praktek TQM, daya saing, kepuasan konsumen dan kinerja bisnis. Hipotesis penelitian ini diuji dengan menggunakan analisis path (Path Analysis). Hasil penelitian ini menunjukkan bahwa Praktek TQM yang baik dapat meningkatkan daya saing , kepuasan konsumen dan kinerja bisnis.Meskipun daya saing secara langsung tidak memiliki pengaruh yang nyata terhadap kinerja bisnis, akan tetapi daya saing mampu meningkatkan kinerja bisnis melalui kepuasan konsumen. Jadi daya saing akan mempunyai makna yang lebih baik ketika perusahaan mampu meningkatkan kepuasan konsumen sebagai wujud dari penerapan praktek TQM yang semakin baik.
Kata Kunci : Praktek TQM, Daya Saing, Kepuasan Konsumen , Kinerja Bisnis,
SUMMARY TQM is a system which can be developed into an approach in operating a business to maximize the competitiveness of an organzation by continuous improvement of its products, services, labor, process and environment. The practice of Total Quality Management (TQM) which is applied properly will contribute to the improvement of competitiveness, consumer satisfaction and business performance. Previous empirical work on TQM practice has generally studied the relation between TQM practice with various performance measures. The research which relates TQM practice with business performance by including competitiveness variable should be carried out to obtain the same insight on the relation between competitiveness with performance. The objective of this research is to test and analyze the impact of TQM practices (commitment of top management, leadership, quality management of supplier, consumer focus, employee training, continuous improvement, usage of internal quality information, product design, involvement of employees and the use of statistical quality techniques) on competitiveness, consumer satisfaction and business performance, both directly and indirectly. This research was conducted in the manufacturing industry in the municipality of Makassar. Data was collected using questionnaire using Likert scale. Respondents were asked to report their perception on the application of TQM practices, competitiveness, consumer satisfaction and business performance. The hypothesis for this research was tested using path analysis. The result of this research shows that proper TQM practices can improve competitiveness, consumer satisfaction and business performance. Despite the fact that competitiveness does not directly impact business performance, but competitiveness can improve business performance indirectly through consumer satisfaction. This means that competitivenesss can have better impact when he company can improve its consumer satisfaction as a result of better implementation of TQM practices. Keywords: TQM practices, competitiveness, consumer satisfaction, business performance
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