A Preview of Total Quality Management (TQM) in Public Services

  • Avia Enggartyasti MBA Bandung Institute of Technology, Indonesia
  • Rezzy Eko Caraka Departement of Statistics Diponegoro University
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Abstrak

Total Management System or Total Quality Management (TQM) is a management system that focuses on the Customer by involving all levels of employees in upgrading or continuous improvement. Total Quality Management used data and effective communication to integrate his discipline into the culture and quality of company activities. In short, Total Quality Management (TQM) is a management approach to achieve long-term success through customer satisfaction. This study had two objectives. The first objective was to examine challenges when implementing TQM in public organisations. The second objective was to argues that TQM brings good implications to public services to enhance service quality. 

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Diterbitkan
2017-09-08
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ENGGARTYASTI, Avia; CARAKA, Rezzy Eko. A Preview of Total Quality Management (TQM) in Public Services. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], p. 3285-3290, sep. 2017. ISSN 2337-3067. Tersedia pada: <https://ojs.unud.ac.id/index.php/eeb/article/view/30293>. Tanggal Akses: 14 oct. 2025 doi: https://doi.org/10.24843/EEB.2017.v06.i09.p04.
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Terbitan
VOLUME.06.NO.09.TAHUN 2017
Bagian
Articles

Kata Kunci

Business, TQM, Quality, Management, Business, Customer