A systematic literature review of Total Quality Management (TQM) implementation in the organization

Permana, Adi; Purba, Humiras Hardi; Rizkiyah, Nyimas Desy

doi:10.4995/ijpme.2021.13765

Cited by 37 publications

(20 citation statements)

References 46 publications

(45 reference statements)

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“…Therefore, TQM is the art of managing together to achieve excellence. Only by changing the actions of the management will the culture and activities of the entire institution be transformed [30]. In addition, technologies make it possible to offer high-quality services to users.…”

Section: Total Quality Managementmentioning

confidence: 99%

Process Model for Continuous Testing of Web Accessibility

2021

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The lack of accessibility on websites can result in people with disabilities not accessing information online. Therefore, this research aims to create a process model for continuous web accessibility testing by adapting and customizing three methodologies: Deming cycle (Plan, Do, Check, Act), Website Accessibility Conformance Evaluation Methodology (WCAG-EM), and Total Quality Management. The process model is composed of four phases. The first phase (Plan) allows defining the accessibility problem, its importance, and the Web Content Accessibility Guidelines (WCAG) against which it will be evaluated. In addition, determine the current situation of the websites, the potential causes of accessibility problems, classify the success criteria by principles, guidelines, and levels of conformity, to elaborate the solution plan and the action plan. The second phase (Do) allows the execution of the action plan to correct the accessibility problems. In this phase, we should perform continuous testing with automatic evaluation tools, end-users, and experts to corroborate that the changes have had an effect. The third phase (Check) allows measuring compliance and non-compliance with the defined Key Performance Indicators (KPIs). This phase also explains the reasons for non-compliance. The fourth and last phase (Act) documents the solutions learned for inclusion in future developments. It was tested using a case study to determine the viability of the process model, which allowed corroborating its functionality and applicability. In future work, we plan to adapt the process model to different workgroups, develop accessible mobile applications, and comply with web accessibility in electronic documents.INDEX TERMS Deming cycle, continuous testing, total quality management, WCAG, WCAG-EM, websites, web accessibility.

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Section: Total Quality Managementmentioning

confidence: 99%

Process Model for Continuous Testing of Web Accessibility

2021

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“…Organizations must be able to achieve the requirements and expectations of customers such as high product quality, faster delivery and competitive cost which are the critical for customer's satisfaction. Moreover, organizations need to apply a comprehensive concept and method on managing those requirements [3]. As well as, organizations also need to apply a comprehensive concept on how they can maintain the level of satisfaction of their customer by delivering best quality of their products and services.…”

Section: Introductionmentioning

confidence: 99%

Application of Quality Control Tools in Carpet Industry: A Case Study

et al. 2022

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In today’s highly competitive industrial development, quality performs an extremely significant role. A case study has been implemented in a carpet industry to improve the quality of carpet pieces. The objectives of this study were to minimize the number of customer complaints, decrease the gap with the best competitors, and increase customer purchasing orders for all products by application of advanced quality tools. Random samples of 4 products were selected for performing random inspection and doing comparison with the main competitors. Criteria of the comparison were indicated by the customer and the comparison results were sent to all competitors. Quality tools such as Pareto chart, Spider plot diagram and Affinity diagram have been implemented to assess and improve the quality of the products. MAC company has found that all missing points leading to increasing performance gap with competitor C were nearly fixed and so the improvement led to increasing the percentage of customer purchase orders of all products by 27 %. HIGHLIGHTS The current study focuses on the situation of a carpet company that was seeing an increase in client complaints The resulting customer complaint rate was compared to the previous one, and validation trails were carried out to ensure that it remained consistent All of the missing areas that contributed to the growing performance gap with rival C were nearly addressed, resulting in a 27 percent increase in client purchase orders for all goods GRAPHICAL ABSTRACT

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“…Complaint which needs complex handling from one or more departments are categorized as heavy. The followed up time of these are unlimited (7), (8), (9).…”

Section: Introductionmentioning

confidence: 99%

The Determinant Factors that Affecting Performance Employee in Jakarta Smart City Unit

Fauzy

Chin

Nadlifatin

2022

KSS

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Public demand for a new paradigm of government administration based on bureaucratic professionalism is getting sharper, therefore good performance is needed in order to provide good service to the community. In this case, the DKI Jakarta government formed a team, namely Technical Implementing Service Unit (UPT) Jakarta Smart City ( JSC), to handle public complaints. Therefore, it is important to analyze the performance of the employees of the UPT JSC as a service to the community. This study aims to determine the effect of work facilities, work environment, and leadership style on employee performance and develop strategy that has improvement effect on the service. This study uses qualitative and quantitative methods, with a sample of 100 respondents from of Technical Implementing Service Unit (UPT) Jakarta Smart City ( JSC) employees using the convenience method. The data obtained were analyzed using the PLS (Partial Least Square) analysis technique. The results showed that work facilities, work environment, and leadership style had a significant positive effect on employee performance. Keywords: Work Facilities; Work Environment; Leadership Style; Employee Performance; Partial Least Square

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A systematic literature review of Total Quality Management (TQM) implementation in the organization

Cited by 37 publications

References 46 publications

Process Model for Continuous Testing of Web Accessibility

Process Model for Continuous Testing of Web Accessibility

Application of Quality Control Tools in Carpet Industry: A Case Study

The Determinant Factors that Affecting Performance Employee in Jakarta Smart City Unit

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