ANALISIS PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) UNTUK MENUNJANG KINERJA OPERASIONAL PADA KANTOR JASA PENILAI PUBLIK (KJPP) TOTO SUHARTO & REKAN CABANG TANGERANG

Muhamad Rafli Al Raihan, . (2025) ANALISIS PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) UNTUK MENUNJANG KINERJA OPERASIONAL PADA KANTOR JASA PENILAI PUBLIK (KJPP) TOTO SUHARTO & REKAN CABANG TANGERANG. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This study aims to analyze the implementation of Total Quality Management (TQM), operational performance, and the inhibiting factors affecting the fulfillment of the Service Level Agreement (SLA) in the asset valuation process at KJPP Toto Suharto & Rekan Tangerang Branch. The research employs a descriptive qualitative method with a case study approach through source triangulation involving seven key informants, namely the branch head, valuation manager, reviewer, administrative supervisor, administrative staff, marketing staff, and field appraisers. Data were collected through in-depth interviews, non-participant observation, and analysis of SLA and SOP documents, and were processed using NVivo 14 software. The findings indicate that several TQM indicators scientific approach, teamwork, communication, customer focus, and continuous improvement have been implemented, although inconsistently. Meanwhile, the indicators of education and training as well as employee empowerment have not been optimal due to workload imbalance and the absence of data-based monitoring systems. SLA fulfillment remains fluctuative and is influenced by the completeness of client documents, internal coordination, and the complexity of valuation objects. This study concludes that strengthening process digitalization, implementing structured competency development, and applying the PDCA cycle systematically are necessary to achieve consistent SLA fulfillment.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2210111216] [Pembimbing: Heni Nastiti] [Penguji 1: Jenji Gunaedi Argo] [Penguji 2: Rosali Sembiring Colia]
Uncontrolled Keywords: TQM, SLA, Operational Performance, PDCA, NVivo, Asset Valuation
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HF Commerce
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: MUHAMAD RAFLI AL RAIHAN
Date Deposited: 25 Mar 2026 03:08
Last Modified: 25 Mar 2026 03:08
URI: http://repository.upnvj.ac.id/id/eprint/41260

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