Quality Management in Service Organization

Sari

Abstract

Quality in service organization is rather obscure to define compare to in manufacturing industry. However, they both share the same values which is conformance to requirements. The commitment to meeting quality requirements must extend through all level of organization. Quality management in service organization is based on four basic principles: total involvement, customer orientation, systematic support, and continuous improvement. A case study illustrates how these concepts of quality management have been applied in an engineering consulting firm through several initiatives.

ABSTRAK

Mutu di dalam organisasi yang berorientasi pelayanan agak sulit didefinisikan dibandingkan dengan di industri manufaktur. Akan tetapi, keduanya mengandung nilai-nilai yang sama yaitu memenuhi persyaratan mutu. Komitmen untuk memenuhi persyaratan mutu harus ada di seluruh tingkatan dalam organisasi. Manajemen mutu di organisasi yang bersifat pelayanan didasarkan pada empat prinsip dasar: keterlibatan menyeluruh, berorientasi pelanggan, dukungan sistematis, dan perbaikan berkelanjutan. Dipaparkan di sini studi kasus yang menggambarkan bagaimana konsep manajemen mutu tersebut diterapkan di perusahaan konsultan teknik melalui beberapa inisiatif.