TQM Implementation in an Indonesian Remanufacturing Company with a Long-Term Relationship with Customer Satisfaction and Business Performance

Bayu Cahyono; Sumarsono; Dena Hendriana; Gembong Baskoro; Henry Nasution

doi:10.2991/aebmr.k.211226.017

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TQM Implementation in an Indonesian Remanufacturing Company with a Long-Term Relationship with Customer Satisfaction and Business Performance

Authors

Bayu Cahyono¹^{, 2}, Sumarsono², Dena Hendriana²^{, *}, Gembong Baskoro², Henry Nasution²

¹United Tractors. Tbk., Jakarta - Indonesia

²Master of Mechanical Engineering, Swiss German University, Tangerang - Indonesia

^*Corresponding author. Email: dena.hendriana@sgu.ac.id

Corresponding Author

Dena Hendriana

Available Online 31 December 2021.

DOI: 10.2991/aebmr.k.211226.017 How to use a DOI?
Keywords: Total Quality Management; Quality Function Deployment; Customer Satisfaction; Business Performance
Abstract: Total Quality Management (TQM) implementation highlights two critical components of daily management and policy management that must be guaranteed to assure customer satisfaction and corporate performance. The researchers concentrated on the success of TQM adoption through internal management diagnostic and customer satisfaction surveys to address this issue. The primary goal of this study is to examine the relationship between TQM implementation effectiveness and its effects on customer satisfaction and business performance utilizing the Quality Function Deployment (QFD) approach. TQM implementation was found to have a beneficial influence on customer satisfaction and business performance, with a correlation seen in daily management and policy management effectiveness utilizing the QFD technique. TQM implementation focuses on parts of day-to-day management and policy deployment. An internal diagnosis is required by management as a feedback loop for evaluating to create a sustainable TQM implementation. The QFD method can ensure the linkage between day-to-day management and policy management, which is carried out according to the results of the customer satisfaction survey and business performance to ensure the effectiveness of the necessary improvements.
Copyright: © 2021 The Authors. Published by Atlantis Press International B.V.
Open Access: This is an open access article under the CC BY-NC license.

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Volume Title: Proceedings of the 3rd International Conference on Business and Management of Technology (ICONBMT 2021)
Series: Advances in Economics, Business and Management Research
Publication Date: 31 December 2021
ISBN: 10.2991/aebmr.k.211226.017
ISSN: 2352-5428
DOI: 10.2991/aebmr.k.211226.017 How to use a DOI?
Open Access: This is an open access article under the CC BY-NC license.

Cite this article

ris enw bib

TY  - CONF
AU  - Bayu Cahyono
AU  - Sumarsono
AU  - Dena Hendriana
AU  - Gembong Baskoro
AU  - Henry Nasution
PY  - 2021
DA  - 2021/12/31
TI  - TQM Implementation in an Indonesian Remanufacturing Company with a Long-Term Relationship with Customer Satisfaction and Business Performance
BT  - Proceedings of the 3rd International Conference on Business and Management of Technology (ICONBMT 2021)
PB  - Atlantis Press
SP  - 124
EP  - 131
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.211226.017
DO  - 10.2991/aebmr.k.211226.017
ID  - Cahyono2021
ER  -

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