TANTANGAN PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) PADA SEKTOR JASA (Studi Kasus Pada Hotel Berbintang di Daerah Istimewa Yogyakarta)

Sabdana, Stefanus Wisnu (2019) TANTANGAN PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) PADA SEKTOR JASA (Studi Kasus Pada Hotel Berbintang di Daerah Istimewa Yogyakarta). S1 thesis, UAJY.

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Abstract

This research examines what challenges arise when a company implements a Total Quality Management system in its company. In this study the chosen object is a hotel located in the Special Region of Yogyakarta, and has carried out TQM activities for more than 1 year. The method used in this study is a qualitative method with a variety of casestudies, whilethe data collection technique uses semi-structured interviews. The results obtained in this study are summarized into 4, namely challenges from employees, challenges from infrastructure, organizational challenges, and challenges from consumers. In the end, researchers hope the results of the research can be useful for company managers to find out the challenges that arise when using the TQM system so that they can anticipate that TQM will run successfully. Researchers also suggest that further research can add participants or research objects to get results regarding other challenges.

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