Evaluasi Penerapan Total Quality Management pada PT Angkasa Pura Logistik, Surakarta

R.AJ TRIBUWONO C. L., Syaiful Ali, MIS, Ph.D., Ak., CA.

2017 | Tesis | S2 Akuntansi

Persaingan dalam industri jasa pengiriman barang dewasa ini semakin ketat. Saat ini, tercatat bahwa ada 5.000 perusahaan yang bergerak di bidang logistik, 250 diantaranya merupakan perusahaan asing (Olavia, 2015). Oleh karena itu, perusahaan jasa khususnya alangkah baiknya memiliki sebuah keunggulan kompetitif salah satunya dengan mengedepankan akan pentingnya TQM. Keberhasilan penerapan TQM di perusahaan jasa berasal dari kesadaran akan pentingnya kualitas yang melibatkan top management hingga karyawannya (Jaca, 2016). Sedangkan Bakti dan Sumaedi (2016), budaya kualitas sebagai penunjang daya saing dapat membantu menilai kualitas jasa transportasi dan dapat membantu mengembangkan strategi perusahaan jasa. PT. Angkasa Pura Logistik (APLog) adalah perusahaan jasa yang bergerak dalam bidang logistik, terminal kargo, regulated agent dan general sales agent. APLog telah melakukan usaha-usaha perbaikan kualitas, budaya kualitas yang ada di perusahaan dan sudah memiliki penilaian sendiri terhadap komponen untuk peningkatan daya saingnya. Namun, seiring dengan perbaikan kualitas APLog tidak terlepas dari faktor-faktor yang menyebabkan kegagalan implementasi TQM. Faktor-faktor tersebut masih mendominasi dan jika tidak diminimalisir dapat menyebabkan kerugian finansial dan nonfinansial, serta masalah reputasi bagi perusahaan. Metode penelitian yang digunakan ialah kualitatif dengan pendekatan studi kasus. Triangulasi sumber, triangulasi teknik dan member checking digunakan dalam meningkatkan kepercayaan dan keaslian terhadap hasil temuan. Hasil penelitian menunjukkan bahwa Total Quality Management (TQM) di APLog belum optimal implementasinya, banyak aspek yang perlu diperbaiki. Komponen penunjang daya saing yang dilakukan oleh APLog sudah memadai, namun terdapat beberapa hal yang masih harus diperbaiki seperti pengadaan fasilitas. Budaya kualitas yang ada di APLog Surakarta sudah memadai, hal ini ditunjukkan dengan adanya etika dan tradisi kerja yang menghasilkan kegiatan operasional yang kondusif.

Competition in today's freight forwarding industry is getting tighter. Currently, it is noted that there are 5,000 companies engaged in logistics, 250 of which are foreign companies (Olavia, 2015). Therefore, service companies in particular would be nice to have a competitive advantage one of which by putting forward the importance of TQM. The successful implementation of TQM in service companies comes from the awareness of the importance of quality that involves top management to its employees (Jaca, 2016). Bakti and Sumaedi (2016) state that a culture of quality as a support for competitiveness can help assess the quality of transport services and can help develop a service company strategy. PT. Angkasa Pura Logistik (APLog) is a service company engaging in logistics, cargo terminal, regulated agent and general sales agent. APLog has undertaken efforts to improve the quality, a quality culture that exists in the company and already has its own assessment of the components to increase its competitiveness. However, the APLog quality improvement is inseparable from the factors that cause the failure of TQM implementation. These factors are still dominant and if not minimized can cause financial and nonfinancial losses, as well as reputation problems for the company. The research method used is qualitative with case study approach. Triangulation of sources, triangulation techniques and member checking are used to increase the trust and authenticity of the findings. The research results show that Total Quality Management (TQM) in APLog has not maximally implemented yet; there are many aspects that need to be improved. Competitive support component of APLog is sufficient, but there are some things that still need to be improved such as facility procurement. The existing quality culture at APLog Surakarta is adequate, as indicated by the existence of work ethics and tradition that produce conducive operational activities.

Kata Kunci : logistik; perusahaan jasa; TQM; dan komponen penunjang daya saing. logistics; service company; TQM; and components supporting the competitiveness.