Kajian terhadap faktor-faktor pembentukan gugus kendali mutu dalam meningkatkan kinerja karyawan studi kasus di KFC Cabang Galeria Matahari Pasar Baru Jakarta

Abstract

Total Quality Management (TQM) is an approach to increase company product and service quality in order to optimize company competitiveness through continuous improvement at product, services, and human resources. One of components from TQM is Quality Control Cycle (QCC). Quality Control Cycle act as organizational executor in applying TQM at the company and also as a tool to make all employee's actively participate to improve the quality control. This research was conducted to identify the shaper factors of QCC which can make the QCC can be applied at the company. The implementation of QCC cannot be separated from employee's characteristic at the company such as age, sex, and education. From research result, implementation of QCC concept at KFC Galeria Matahari Pasar Baru need improvements, in particulars at employee's initiative to give idea in order to solve problem and to increase trust between employees. In general, company must give more attention in factor of QCC especially in communication factor that can hamper the implementation of QCC concept in the long terms.