<![CDATA[ABSTRACT This study aims to determine: (1) simultaneous influence of TQM variables consisting of customer focus, quality obsession, teamwork, continuous system improvement, education and training, and employee engagement and empowerment of Operational Performance. partial influence of variables: (2) customer focus on operational performance (3) obsession with quality to operational performance (4) teamwork on operational performance (5) continuous system improvement on operational performance (6) education and training on operational performance (7) employee involvement and empowerment of operational performance. The type of research used is descriptive. The study population was all owners and employees of chocolate business in Palu City with total of 32 chocolate business. The method of analysis using multiple regression analysis. The results showed that (1) Total Quality Management consisting of customer focus, obsession with quality, teamwork, continuous improvement, education and training, employee involvement and empowerment simultaneously influenced operational performance (2) customer focus influenced operational performance, (3) obsession with quality affecting operational performance (4) teamwork influence to operational performance (5) continuous improvement affect to operational performance. (6) education and training have an effect on to operational performance (7) employee involvement and empowerment have an effect on to operational performance.Keywords: Total Quality Management, Operational Performance ABSTRAKPenelitian ini bertujuan untuk mengetahui: (1) pengaruh simultan variabel TQM yang terdiri dari fokus pada pelanggan, obsesi terhadap kualitas, kerja sama tim, perbaikan sistem secara berkesinambungan, pendidikan dan pelatihan, serta keterlibatan dan pemberdayaan karyawan terhadap Kinerja Operasional. pengaruh parsial variabel: (2) fokus pada pelanggan terhadap kinerja operasional (3) obsesi terhadap kualitas terhadap kinerja operasional (4) kerja sama tim terhadap kinerja operasional (5) perbaikan sistem secara berkesinambungan terhadap kinerja operasional (6) pendidikan dan pelatihan terhadap kinerja operasional (7) keterlibatan dan pemberdayaan karyawan terhadap kinerja operasional. Jenis penelitian yang digunakan adalah deskriptif. Populasi penelitian adalah seluruh pemilik dan karyawan usaha coklat di Kota Palu dengan jumlah sebanyak 32 usaha coklat. Metode analisis menggunakan analisis regresi berganda. Hasil penelitian menunjukkan bahwa (1) Total Quality Management yang terdiri dari variabel fokus pada pelanggan, obsesi terhadap kualitas, kerjasama tim, perbaikan berkesinambungan, pendidikan dan pelatihan, keterlibatan dan pemberdayaan karyawan secara simultan berpengaruh terhadap kinerja operasional (2) fokus pada pelanggan berpengaruh terhadap kinerja operasional, (3) obsesi terhadap kualitas berpengaruh terhadap kinerja operasional (4) kerjasama tim berpengaruh terhadap kinerja operasional (5) perbaikan berkesinambungan berpengaruh terhadap kinerja operasional. (6) pendidikan dan pelatihan berpengaruh terhadap kinerja operasional (7) keterlibatan dan pemberdayaan karyawan berpengaruh terhadap kinerja operasional.]]>
