Evaluasi penerapan total quality management yang berbasis ISO 9001 2000 :: Studi kasus pada jasa layanan purna jual di PT IBM Indonesia

WIJIASTO, Condrojoko, Wakhid Slamet Ciptono, Drs., MBA., MPM

2009 | Tesis | S2 Magister Manajemen

Penelitian ini bertujuan untuk mengevaluasi penerapan Total Quality Management (TQM) dalam pelaksanaan jasa layanan purna jual perangkat keras komputer, dengan membandingkan dengan standard TQM berbasis kepada ISO 900 I :2000 dan pencapaian Key Peformance Indicator (KPI) yang ditentukan oleh perusahaan. Penelitian ini dilakukan di Departemen Global Technology Services (GTS), unit Maintenance Technology Services (MTS) pada perusahaan International Business Machine (lBM) Indonesia. Metoda penelitian yang digunakan adalah studi kasus dengan metode analisa qualitatif, dengan melak ukan evaluasi terhadap pelaksanaan jasa layanan purna jual perangkat keras komputer, baik dari sisi standard ISO 900 I :2000, maupun evaluasi pencapaian KPI. Data yang digunakan adalah data yang didapat dari laporan kinerja pelaksanaan jasa layanan purna jual perangkat keras komputer, dokumen perusahaan yang tertuang di dalam Quality Management Document, wawancara dengan Quality Management Representatif (QMR) IBM Indonesia dan sumber pustaka yang memuat teori mengenai TQM dalam pemberian jasa, serta Quality Document ISO 900 I :2000. Dari hasil penelitian yang telah dilakukan, dapat di simpulkan bahwa pelaksanaan jasa layanan purna jual perangkat keras komputer di IBM Indonesia telah menerapkan TQM dengan menggunakan standar kualitas berbasis lSO 900 I :2000. Selain daripada itu, KP I secara umum dapat dikatakan telah dicapai, bahkan pada beberapa bagian menunjukan adanya peningkatan. Kata kunci : Evaluasi Total Quality Management, standar I 0 900 I :2000, jasa layanan komputer

This research's objectives was to evaluate the applying of the Total Quality Management (J'QM) in the implementation of computer hardware post sales services, by comparing with the TQM standard base on ISO 9001:2000, and the achievement of the Key Performance Indicator (KPI) that had been defined by company management. This research had been done at Global Technology Services (GTS) department, Maintenance Technology Services (MTS) unit, in the International Business Machine (IBM) Indonesia. Research methodology that being used was case study with qualitative analysis method, by evaluating the implementation of computer hardware post sales services, with either using of the ISO 9001:2000 standard, and KPI achievement. Information and data that being used were data that we got from the performance report of the post sales services, company document that contained in the Quality Management Document, interview result with Quality Management Representative (QMR), and books of references that contain the theory of TQM in services area, and IS09001 :2000 Document of Quality. From the research that being done, it can be concluded that the implementation of the computer hardware post sales services had applied TQM that used standard quality base on IS09001: 2000. It also can be summarized that in general the KPI had been achieved, and even some of the sub unit showed some improvement. Key word: evaluate, Total Quality management, ISO 9001 :2000 standard, post sales service, computer hardware.

Kata Kunci : Evaluasi total quality management,Standar ISO 9001,2000,Jasa layanan komputer