The implementation of total quality management (TQM) in housekeeping department of W Bali-Seminyak: A case study in housekeeping department

I Ketut Yasa

doi:10.21744/irjmis.v6n2.603

Authors

I Ketut Yasa
rasumaputri80@gmail.com
Politeknik Negeri Bali, Kampus Bukit Jimbaran, Bali, Indonesia

Keywords:

business, hotel culture, human resources, staff empowerment, total quality management

Abstract

Competition in the business field is rapid and tight, particularly in the hospitality industry. A company needs the efforts to do continuous improvement toward the potential of human resources, process, and the environment to bring about the best quality of product or service. The effective and efficient way to improve those capabilities is by implementing Total Quality Management (TQM). TQM contributes the benefit such as increasing the competitiveness of the company. TQM concept denotes the concept of continuous improvement that applies to every level of the operation. W Bali – Seminyak, specifically housekeeping department has objective to offer the unique and special moments, inventing the creative staff, and recultivating the hospitality in Bali which committed to implementing TQM optimally. The purpose of the study was to investigate the implementation of Total Quality Management in the housekeeping department of W Bali-Seminyak as well as the obstacles to it. Methods of analysis used in this study were descriptive qualitative and descriptive statistical analysis. The result of this study indicated TQM had been implemented in the housekeeping department, W Bali- Seminyak.

Downloads

Download data is not yet available.

References

Al Faritsy, A. Z. (2014). Penerapan TQM (Total Quality Management) Dalam Meningkatkan Kinerja Perusahaan UMKM. Kompetensi (Competence: Journal of Management Studies), 8(2).

Alhudri, S., & Heriyanto, M. (2015). Pengaruh Penerapan Total Quality Management (TQM) Terhadap Kinerja Karyawan Pada PT. PLN (Persero) Ranting Bangkinang. Jurnal Online Mahasiswa (JOM) Bidang Ilmu Sosial dan Ilmu Politik, 2(2), 1-14.

Almasri, M. N. (2017). Manajemen Sumber Daya Manusia: Imlementasi dalam Pendidikan Islam. Kutubkhanah, 19(2), 133-151.

Amin, M., Aldakhil, A. M., Wu, C., Rezaei, S., & Cobanoglu, C. (2017). The structural relationship between TQM, employee satisfaction and hotel performance. International Journal of Contemporary Hospitality Management, 29(4), 1256-1278.

Bouranta, N., Psomas, E. L., & Pantouvakis, A. (2017). Identifying the critical determinants of TQM and their impact on company performance: Evidence from the hotel industry of Greece. The TQM Journal, 29(1), 147-166. https://doi.org/10.1108/TQM-11-2015-0142

Djafri, N., & Rahmat, A. (2017). Mapping of Leadership Species Protection for the Sustainable Economic Growth of Local Communities. European Research Studies, 20(4A), 432-442.

Dustin, G., Bharat, M., & Jitendra, M. (2014). Competitive advantage and motivating innovation. Advances in Management, 7(1), 1.

Emor, G., Tinangon, J. J., & Tirayoh, V. Z. (2014). Evaluasi Penerapan Total Quality Management Pada Kinerja Manajerial di PT. Telkom Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 2(3).

Guilford, J. P., & Fruchter, B. (1956). Fundamental statistics in education and psychology.

Hansen, S. C., Otley, D. T., & Van der Stede, W. A. (2003). Practice developments in budgeting: an overview and research perspective. Journal of management accounting research, 15(1), 95-116.

Hayes, R. H., & Pisano, G. P. (1996). Manufacturing strategy: at the intersection of two paradigm shifts. Production and operations management, 5(1), 25-41. https://doi.org/10.1111/j.1937-5956.1996.tb00383.x

Knezek, G. A., & Christensen, R. (2014). Tools for analyzing quantitative data. In Handbook of research on educational communications and technology (pp. 203-220). Springer, New York, NY.

Kotler, P., Keller, K. L., Armstrong, G., Armstrong, G., & Keller, K. (2016). Marketing Management, 15th global edition. England: Pearson Educationn Limited.

Kurniasih, I. T. (2014). pengaruh total quality management terhadap efisiensi biaya kualitas pada pt pupuk sriwidjaja palembang (Doctoral dissertation, Politeknik Negeri Sriwijaya).

Liu, J. T. (2016). the study of total quality management and job satisfaction in land authority from north taiwan. International Journal of Organizational Innovation, 8(4).

Malan, G. G., Cobanoglu, C., Waldo, R. D., & Yang, W. (2014). Managing with style: an analysis of work styles of hotel managers. Journal of Human Resources in Hospitality & Tourism, 13(2), 190-209. https://doi.org/10.1080/15332845.2014.847305

Munawaroh, I. (2015). Urgensi Penelitian dan Pengembangan. Studi Ilmiah UKM Penelitian.

Nasution, M. N. (2015). Manajemen Mutu Terpadu Edisi Ketiga. Bogor: Ghalia Indonesia.

Novrianto, Y., Soenoko, R., & Santoso, P. B. (2014). Analisis Penerapan Total Quality Management (TQM) Industri Pertahanan Nasional (Studi kasus pada industri senjata). Journal of Engineering and Management in Industrial System, 2(1).

Nugroho, N. T. (2015). analisis pengaruh kualitas produk, harga dan promosi terhadap keputusan pembelian air mineral kemasan (Studi Kasus Desa Tohudan, Colomadu Karanganyar). DutaCom Journal, 8(1).

Padmantyo, S., & Utami, A. S. (2017). ISO 9000 dengan Total Quality Management (TQM): Mana yang Lebih Tepat Diadopsi?.

Riduwan, S. (2011). Pengantar Statistika untuk Penelitian Pendidikan, Sosial, Komunikasi, Ekonomi, dan Bisnis. Bandung (ID): Alfabeta.

Saefudin, A. (2010). Pendekatan Total Quality Manajement (Tqm) Dalam Globalisasi Pendidikan. Jurnal MANAJERIAL, 9(17), 91-96.

Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of business research, 68(2), 341-350. https://doi.org/10.1016/j.jbusres.2014.06.024

Sallis, E. (2015). Total Quality Management In Edification.

Soegoto, E. S. (2009). Enterpreneurship, Edisi Pertama, Jakarta: PT. Elex Media Komputindo.

Sugiyono. (2008). Metode penelitian pendidikan:(pendekatan kuantitatif, kualitatif dan R & D). Alfabeta.

Suryono, B. (1999). Pendelegasian Wewenang Versus Pemberdayaan Karyawan Dalam Persektif Manajemen.

Suyitno, A., Sugiharti, E., & Pujiastuti, E. (2016). Build Of Effective Training Model Based On The Searching Toward Competence Of Teachers In Mathematics Teaching. International Journal of Education and Research Vol. 4 No. 11 November.

Talib, F., & Rahman, Z. (2015). Identification and prioritization of barriers to total quality management implementation in service industry: an analytic hierarchy process approach. The TQM Journal, 27(5), 591-615.

Tjiptono, F. (2008). Service management mewujudkan layanan prima. Yogyakarta: Andi.

Wajdi, M., Sumartana, I. M., & Hudiananingsih, N. P. D. (2018). Avoiding Plagiarism in Writing a Research Paper. Soshum: Jurnal Sosial dan Humaniora [Journal of Social Sciences and Humanities], 8(1), 94-102.

Wibowo, E., & Utomo, H. (2016). Pengaruh Keselamatan Kerja dan Kesehatan Kerja terhadap Kinerja dengan Kepuasan Kerja sebagai Variabel Intervening (Studi Kasus pada Karyawan Bagian Produksi Unit Serbuk Effervescent PT Sido Muncul Semarang). Jurnal Ilmiah Among Makarti, 9(17).

Yuri, T., & Nurcahyo, R. (2013). TQM Manajemen Kualitas Total dalam Perspektif Teknik Industri. Edisi Pertama, Penerbit PT Indeks Jakarta Barat, Cetakan Pertama.

Yustiani, A. D. (2017). analisis customer engagement dalam aktivitas komunikasi pemasaran terpadu (offline dan online) (Doctoral dissertation, Universitas Bakrie).

Yuwono, R. & Retnani, E. D. (2017). Pengaruh Penerapan Total Quality Management dan Sistem Penghargaan Terhadap Peningkatan Produktivitas. Jurnal Ilmu dan Riset Akuntansi. 6(4), 1456-1472.

Zahroh, A. (2015). Total quality management: Capaian kualitas output melalui sistem kontrol mutu sekolah. Cendekia: Journal of Education and Teaching, 9(1), 79-94.