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Journal : Journal of Islamic Management

Analisis Total Quality Management (TQM) dalam Manajemen Operasional di Intanaya Tour and Travel Cabang Surabaya Purnama, Siska; Maesaroh, Imas
Journal of Islamic Management Vol. 1 No. 1 (2021): January
Publisher : Program Studi Manajemen Dakwah Fakultas Dakwah dan Komunikasi UIN Sunan Ampel Surabaya, UIN Sunan Ampel Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (229.164 KB) | DOI: 10.15642/jim.v1i1.388

Abstract

This study is to determine and analyze the concept of Total Quality Management and its implementation in the Surabaya Branch of Intanaya Tour and Travel. Researchers used descriptive qualitative methods. The results of the study illustrate that the concept of Total Quality Management in Intanaya Tour and Travel is a customer value strategy in the form of a questionnaire strategy and business planning in congregational mapping. Secondly, an organizational system in the form of employees who focus on providing customer value, a communication system that upholds service quality and a leader control system for employees. Thirdly, quality improvement at Intanaya Tour and Travel in the form of planning by the manager. The implementation of Total Quality Management at Intanaya Tour and Travel has three phases: preparation, planning and implementation. It includes an operational manager who focuses on quality control, the application of PDCA (Plan-Do-Check-Adjust) activities in the quality control system and an evaluation system for employees and congregational services.
Co-Authors ABDUL MUJIB Adhitama, Tias Satria Ahmad Fadili, Dadan Albert Gamot Malau Ami Pujiwati Andriyansah . Anggraeni, Silvi Annisa, Hanun Nur Aprilia, Ilma Astuti, Luvhy Dwi Bambang Aditya Nugraha Basir, Mohammad Cucu Suhartini Devi Ayuni Diputra, Angga Anugra Eha Saleha Ema Arum Rukmasari Faizal Madya Fatkhurrohmah, Nurindah Firmansyah Firmansyah Fu'adi, Ahmad Najib Ginta Ginting, Ginta H, Angga Sucitra Hadiwidjaja, Rini Dwiyani Hadiyana Sukandar, Hadiyana Hana Handayani Hanny Hafiar Hasna, Lathifah Hastuti, Hediati Hendrayanaama, Angga Sucitra Hidayah, Zainur Ike Janita Dewi Ilmi, Muhammad Nasrulloh Irmawaty Irmawaty, Irmawaty Kartikawati, Rr. Lisa Karwati, Karwati Kholis, Nur Komar Priatna, Deden Ledy Yolanda Lestari Pujiastuti, Sri Lilis Mamuroh marsigid, didik Mawaddah, Isdiadatul Meiliani Meiliani Melisa Intan Barliana, Melisa Intan Minrohayati . Muhaimin Muhaimin Muhammad Naufal, Ilham Muhrodi, Odi Nareswara, Anastu Regita Nasoha, Mohamad Nenah Sunarsih Nenden Nur Asriyani Maryam Nopiana, Medi Nur Kholis Nursolihah, Siti Pradypta, Putu Gyzca Praningtyas, Elisabeth Ria Viana Pratiwi, Adinda Syani Prawesthi, Endang Prihananto, Prihananto Puji, Sri Lestari Purnama, Siska Putri Utami, Putri R, Radis Diding Rakhmini Juwita Ria Viana Praningtya, Elisabeth Riana, Kurnia Endah Ridwan, Ridwan Rima Yulia Senja, Rima Yulia Rini Subekti Riski Maulana, Riski Rizky Abdulah Rustina, Ina Salsabila, Dania Saputra, Sherly Annisa Siti Aisyah Siti Nurasiah, Siti Sri Lestari Pujiastuti, Sri Lestari Sukmawati Sukmawati Sylvana, Andi Tarsilah, Tarsilah Thaibd, Dina Wardaya, Ahmad Wildan Wisnu Widiya Avianti Wijayanti, Silvia Wiryani, Ani Siti