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Library's collection Library's IT development CancelThe decade of the 1990s began with renewed emphasis in business by
improving service quality to the customer. The emphasis was upon delivering the
best service possible that is delighting customers by providing services, wliich
exceed their expectations. Firm after firms embraced this idea and revamped the
processes they utilize when interacting with the customer. In improving the
quality of service delivery processes, many businesses consider this newfound
orientation to quality customer service to be one of the dominant competitive
methods making up their entire strategy.
This thesis aims to integrate between Total Quality Management that had
been succeed implement into manufacture factory for many years brought over to
service industry. Since quality is holding an important part in competitive
methods in every organization whether it is big, small company, or many
company characteristics in orders to deliver best service to customers.
In order to examine the implementation program of Total Quality
Management into service industry based on service standard of Spandershoeve,
family owned Indonesian restaurant, for improving quality of management and
service of the company, the writer divide this thesis into 5 parts:
a. First part is an introduction part about standard research and writer-working
frame that is will be conducted through seeking the answer of the
main problem statement.
b. Second part same with chapter two is review a diverse range of Total
Quality Management literatures. Every aspect of the company will be
discussed in several points, which connected to Total Quality
Management.
c. Third part poured into chapter three is purely company condition that
observed, in order knowing the field where TQM program put into action.
d. Fourth part consist of chapter four is consist of final result of tliis thesis;
from analyzing some points that affected company performance in \
delivering service.
e. Fifth part, is about appendices, which some relevance theory philosophy
of three gurus' presented in gaining more understandable of TQM, and
some questionnaires that writer used to research situation in the working
place where the mam object is draw on 'service quality'.
Seeing TQM as a new era of management fashion that time by time always
changing adopting the situation of world globalization and company structure, is
very good reason as a tool, which company can use for make quality happen to
meet customer expectation. For Spandershoeve as family owned business
restaurant, it is depending on the matter of owner's commitment in running the
business, TQM program can be a valuable tool to make quality of service happen.
Critical factors and further research is needed in this thesis, linked to the
topic that is relatively new in the field, followed by quality of service has started
in era 1990s.