Total Quality Service in Private And Public Multimedia Organizations: A Comparative Analysis of The Television Broadcasting Industry Indonesia
MUSA, SENNANDA (Adv.: Wakhid S. Ciptono, Drs., MBA., MPM.), Wakhid S. Ciptono, Drs., MBA., MPM.
Keadaan swastanisasi fasilitas umum dan organisasi milik pemerintah, yang sekarang ini timbul secara cepat dan berkelanjutan, mempunyai banyak implikasi Manajemen operasi. Suatu studi perbandingan antara dua saluran televisi di Indonesia (TVRI dan RCTI) dipakai untuk menguji kekuatan dari pelaksanaan strategi-strategi operasional antara organisasi multimedia swasta dan organisasi multimedia milik pemerintah.
Filsafat Total Quality Service dianggap utama dalam membandingkan jasajasa yang ditawarkan kedua saluran televisi itu, dan sebagai alatnya TQS, Quality Fuunction Deployment matrix dikembangkan untuk cepat dan lebih baik menyediakan variabel-variabel operasi, dan solusi-solusi yang mungkin untuk variabel itu, sehingga membantu dalam penyediaan j asa yang excellent. Derivasi-derivasi dari TQM dipelajari dengan lebih rinci untuk membantu dalam penyediaan bimbingan terhadap penditeksian core competence masing-masing saluran TV itu. Benchmarking dan pertimbangan ISO dijelaskan juga. Altematif-alternatif Reengineering yang megarah kepada jasa yang excellent ditawarkan juga. Studi ini menemukan bahwa organisasi-oragnisasi swasta lebih kuat daripada milik. pemerintah (Negara organisasi-organisasi, dalam Melaksanakankan strategi-strategi operasional. Ini menunjukan bahwa studi ini menemukan core competence yang dimiliki organisasi-organisasi mulimedia swasta, yang menyediakan masukan untuk menyusun jasa yang excellent.
The recent rapid development of continuous privatization of public utilities and state-owned enterprises, possess many implications to operations management. A comparative study between two Indonesian television channels, (TVRI and RCTI) is employed to examine the magnitude of implementing operational strategies between private and public multimedia organizations. The philosophy of Total Quality Service is considered central, in comparing the services offered by the two different channels TVRI and RCTI, and as a tool of TQS, the. Quality function deployment matrix (House of Quality) is developed, to provide quick and convenient operations variables, plus the possible solutions to these variables, that help in the provision of an excellent service. Derivatives of TQM are studied in details, to help in providing guidance towards locating the core competence of each TV channel (private or public), learning from the best or better through benchmarking and considerations of the international standards organizations is explained. Reengineering alternatives that give direction towards attaining excellent service are provided. The study reveals that private organizations are stronger than public organizations in the implementation of operational strategies. This implies that the study detects the core competencies possessed by private multimedia organizations, which provides building blocks to structuring for excellent service.
Kata Kunci : Total Quality Service, excellent service, Derivatives of TQM, international standards organizations, attaining excellent service, operational strategies, core competencies, manajemen operasi.
