PENENTUAN STRATEGI PENERAPAN TOTAL QUALITY MANAGEMENT PADA PT. PRIMA INTITRANS LOGISTIK

Abstract

Abstrak

Jasa logistik merupakan salah satu industri yang mengalami peningkatan dari tahun ke tahun secara signifikan. PT. Prima Intitrans Logistik (PT. PIL) adalah salah satu jasa logistik dengan kepemilikan Badan Usaha Milik Swasta (BUMS). Berdasarkan data perusahaan diketahui terdapat penurunan order per customer pada tahun 2021 dibandingkan dengan tahun 2020. Hal itu disebabkan oleh ketidakpuasan pelanggan kepada pelayanan perusahaan. TQM dapat menjadi salah satu cara bagi PT. PIL untuk membantu perusahaan memperbaiki proses bisnis dan meningkatkan kinerjanya. Perusahaan membutuhkan strategi dan faktor faktor penting yang dapat mendorong kesuksesan implementasi TQM. Penelitian ini bertujuan untuk mengidentifikasi faktor-faktor penting yang dapat menjadi pendorong kesuksesan implementasi TQM pada PT. PIL agar dapat melakukan improvement pada kualitas pelayanannya. Hal tersebut dilakukan dengan menggunakan pendekatan Decision Making Trial and Evaluation Laboratory (DEMATEL). Variabel yang termasuk dalam kelompok variabel sebab (cause) adalah Top Management Commitment, Employee Training, Employee Empowerment dan Teamwork Structures. Sedangkan variabel yang termasuk kedalam variabel akibat (effect) adalah Service Design, Role of Quality Department, Supplier Quality Management, Statistical Process Control, Quality Information Usage, Customer Focus dan Benchmarking.

Kata kunci: total quality management, delphi, DEMATEL

Abstract

Logistics industry is one of the potensial industry which significantly increased every year.PT. Prima Intitrans Logistik (PT. PIL) is a logistics service owned by a Privately Owned Enterprise (BUMS). Based on company data, it is known that there has been a decrease in orders per customer in 2021 compared to 2020. This was caused by customer dissatisfaction with the company's services. TQM can be a way for PT. PIL to help companies improve their business processes and improve their performance. Companies need strategies and important factors that can drive the success of TQM implementation. This study aims to identify important factors that can drive the success of TQM implementation at PT. PIL in order to make improvements to the quality of its services. This was done using the Decision Making Trial and Evaluation Laboratory (DEMATEL) approach. The variables included in the cause variable group are Top Management Commitment, Employee Training, Employee Empowerment and Teamwork Structures. While the variables included in the effect variable are Service Design, Role of Quality Department, Supplier Quality Management, Statistical Process Control, Quality Information Usage, Customer Focus and Benchmarking.

Keywords: total quality management, delphi, DEMATEL