Application of Total Quality Management on Operational Performance: Penerapan Total Quality Management Dalam Kinerja Operasional

Nur Arya Alamsyah (Universitas Ahmad Dahlan)
Alpri Gusreggi (Universitas Ahmad Dahlan)
Poppy Laksita Rini (Universitas Ahmad Dahlan)
Muhammad Ali Fikri (Universitas Ahmad Dahlan)

Prosiding University Research Colloquium
Proceeding of The 18th University Research Colloquium 2023: Bidang Sosial, Ekonomi dan Psikologi

Operational performance is one of the Company's ongoing supports. The goals to be achieved by the company can be influenced by operational performance, so it is mandatory for the company to maximize its operational performance. The purpose of this study is to determine how the components of total quality management represented by customer satisfaction, employee empowerment, continuous quality improvement, and fact-based management affect operational performance. Employees at Bank Mandiri in Yogyakarta were given a questionnaire to obtain research data. The results showed that customer satisfaction, employee empowerment, and continuous quality improvement were proven to have a negative influence on operational performance. While fact-based management in this study is proven to have a positive influence on operational performance. That way it can be concluded that increasing customer satisfaction, employee empowerment, and continuous quality improvement actually reduce operational performance, while management based on facts shows the opposite results that are able to improve operational performance.