LAPORAN HASIL PENELITIAN DISERTASI DOKTOR

TAHUN ANGGARAN 2010

Judul : Implikasi Praktek Total Quality Management (TQM) terhadap Daya Saing, Kepuasan Konsumen, dan Kinerja Bisnis pada Perusahaan Manufaktur di Kota Makasar

Peneliti :::: Ramlawati

Dibiayai Oleh Direktorat Jenderal Pendidikan Tinggi, Kementerian Pendidikan

Nasional sesuai dengan Surat Perjanjian Penugasan Dalam Rangka Pelaksanaan Penugasan Penelitian Disertasi Doktor Tahun Anggaran 2010 Nomor : 492/SP2H/PP/DP2M/VI/2010, tanggal 11 Juni 2010.

Universitas Brawijaya Malang 2010

BIDANG ILMU : MANAJEMEN

RINGKASAN

TQM merupakan suatu sistem yang dapat dikembangkan menjadi pendekatan dalam menjalankan usaha untuk memaksimumkan daya saing organisasi melaluiperbaikan terus menerus atas produk, jasa,tenaga kerja, proses dan lingkungannya. Praktek Total Quality management (TQM) yang diterapkan dengan baik akan memberi kontribusi terhadap peningkatan daya saing, kepuasan konsumen dan kinerja bisnis. Kajian empiris sebelumnya tentang praktek TQM pada umumnya mengkaji hubungan antara praktek TQM terhadap berbagai ukuran kinerja. Penelitian yang menghubungkan antara praktek TQM , terhadap kinerja bisnis dengan memasukkan variabel daya saing masih perlu dikaji lebih jauh untuk mendapatkan pandangan yang sama terhadap hubungan antara daya saing terhadap kinerja.

Tujuan penelitian ini menguji dan menganalisis pengaruh praktek TQM (komitmen manajememen puncak, kepemimpinan, manajemen kualitas pemasok, fokus terhadap konsumen, pelatihan karyawan, perbaikan berkesinambungan, penggunaan informasi kualitas internal, desain produk, ketelibatan karyawan dan penggunaan teknik kualitas statistik) terhadap daya saing, kepuasan konsumen dan kinerja bisnis baik langsung maupun tidak langsung.

Penelitian ini dilakukan pada industri manufaktur di Kota Makassar . pengumpulan data dengan menggunakan instrument kuesioner dengan menggunakan skala liker. Responden diminta untuk memberikan persepsi terhadap penerapan praktek TQM, daya saing, kepuasan konsumen dan kinerja bisnis. Hipotesis penelitian ini diuji dengan menggunakan analisis path (Path Analysis). Hasil penelitian ini menunjukkan bahwa Praktek TQM yang baik dapat meningkatkan daya saing , kepuasan konsumen dan kinerja bisnis.Meskipun daya saing secara langsung tidak memiliki pengaruh yang nyata terhadap kinerja bisnis, akan tetapi daya saing mampu meningkatkan kinerja bisnis melalui kepuasan konsumen. Jadi daya saing akan mempunyai makna yang lebih baik ketika perusahaan mampu meningkatkan kepuasan konsumen sebagai wujud dari penerapan praktek TQM yang semakin baik. Kata Kunci : Praktek TQM, Daya Saing, Kepuasan Konsumen , Kinerja Bisnis,

SUMMARY

TQM is a system which can be developed into an approach in operating a business to maximize the competitiveness of an organzation by continuous improvement of its products, services, labor, process and environment. The practice of Total Quality Management (TQM) which is applied properly will contribute to the improvement of competitiveness, consumer satisfaction and business performance. Previous empirical work on TQM practice has generally studied the relation between TQM practice with various performance measures. The research which relates TQM practice with business performance by including competitiveness variable should be carried out to obtain the same insight on the relation between competitiveness with performance. The objective of this research is to test and analyze the impact of TQM practices (commitment of top management, leadership, quality management of supplier, consumer focus, employee training, continuous improvement, usage of internal quality information, product design, involvement of employees and the use of statistical quality techniques) on competitiveness, consumer satisfaction and business performance, both directly and indirectly. This research was conducted in the manufacturing industry in the municipality of Makassar. Data was collected using questionnaire using Likert scale. Respondents were asked to report their perception on the application of TQM practices, competitiveness, consumer satisfaction and business performance. The hypothesis for this research was tested using path analysis.

The result of this research shows that proper TQM practices can improve competitiveness, consumer satisfaction and business performance. Despite the fact that competitiveness does not directly impact business performance, but competitiveness can improve business performance indirectly through consumer satisfaction. This means that competitivenesss can have better impact when he company can improve its consumer satisfaction as a result of better implementation of TQM practices. Keywords: TQM practices, competitiveness, consumer satisfaction, business performance

DAFTAR PUSTAKA

Adam, E.E. Jr, Corbett, L.M., Flores, B.E., Harrison, N.J., Lee, T.S., Rho, B.H., Ribera, J., Samson, D. and Westbrook, R.. 1997. An international study of quality improvement approach and firm performance. International Journal of Operations & Production Management,Vol. 7 No. 9, pp. 842-73

Ahire, Sanjay L., Damodar Y. Golhar and Matthew A. Waller, 1996. Development

and Validation of TQM Implementation Constructs. Decision Sciences, Vol 27(1) Winter

Anderson, E. W., Fornell, C. and D. R. Lehmann. 1994. Customer satisfaction,

market share, and profitability: Findings from Sweden. Journal of Marketing. 58.3: 53-66.

Anderson, M., Sohal, A.S., 1999. A study of the relationship between quality

management ractices and performance in small businesses.International Journal of Quality and Reliability Management 16 (9), 859–877.

Anderson.Roy, Eriksson.H,Torstensson.H, 2006. Similarities and differences

between TQM,SIX Sigma and Lean. The TQM Magazine Vol 18 No.3 : 282- 296

Atkins, C.H., Dykes, P., Hagerty, J., Hoye, J., 2002. How customer performance

partnerships can sharpen your competitive edge. The Journal for Quality and Participation 25 (3), 22–25.

Atkinson, Anthony A, Rajiv D. Banker, Robert S. Kaplan, S. Mark Young., 1995.,

Management Accounting, Prentice-Hall, New Jersey . Augusty, F. 2006. Structural Equation Modeling Dalam Penelitian Manajemen, BP

Undip Barnes, G., James. 2003. Secrets of Customer Relationship Management, Edisi

Bahasa Indonesia, Penerbit Jogyakarta. Beer, Michael, 2003. Why Total Quality Management Programs Do Not Persist:

gement Quality and Implications for Leading a TQM Trasformation. Decision Sciences; pg. 623

Bergquist, B., Fredriksson, M. and Svensson, M. 2005. TQM: terrific quality marvel

or tragic quality malpractice?”, The TQM Magazine, Vol. 17 No. 4, pp. 309-21. Beskese, Ahmet. and Cebeci Ufuk, 2001.Total quality management and ISO 9000

applications in Turkey, The TQM Magazine Volume 13 . Number 1.pp. 69-73. Black, S. A. and L. J. Porter. 1996. Identification of the critical factors of TQM. Decision Sciences. 27.1: 1-21.

Blocher J. Edward., Chen H. Kung., Lin W. Thomas., Alih Bahasa., A. Susty

Ammbariani, 2000., Manajemen Biaya: Dengan Tekanan Stratejik, Salemba Empat., Jakarta.

Boggs, W. Brady. 2004. TQM and Organizational Culture : A Case Study. The

Quality Management Journal, Vol. 2 No. 11. p.42-52, diakses dan dicetak 8 Januari 2004.

Brown, M.G. 1995. `Baldrige award winning quality. ,Quality Resources, 5th ed.

Broadway, NY. Chase, R. B., Jacobs, F. R. and, & N. J. Aquilano. 2006. Operations management

for competitive advantage, 11th edition. New York, New York: McGraw-Hill. Chase, Richard B, N.J. Aquilano 1995. Production and Operations Management : A

Life Cycle Approach. Penerbit Richard D. Irwin, Chicago. Chase, Richard B, N.j. aquilano dan F.R. Jacobs. 2001. Operation Management

For Competitive Advantage. Mc. Graw Hill Irwin. Choi, T.Y. & Eboch, K. 1998. The TQM Paradox : Relations among TQM practices,

plantperformance, and customer satisfaction, Journal of Operations Management. 17.

Chow-Chua, C. M., Goh, M. and T. B. Wan. 2003. Does ISO 9000 certification

improve business performance? International Journal of Quality and Reliability Management. 20.8: 936-953.

Christos B. F and Evangelos L. P 2009 The impact of “soft” and “hard” TQM

elements on quality management results. International Journal of Quality &Reliability Management Vol. 26 No. 2, pp. 150-163

Crosby, L.A., Johnson, S.L., 2002. Managing the future. Marketing Management 11

(6), 10–11. Cua, K.O., Mc Kone, K.E. and Schroeder, R.G. 2001. Relationships between

implementation of TQM, JIT, and TPM and manufacturing performance.Journal of Operations Management, Vol. 19, pp. 675-94.

Cunningham, J.B., Ho, J., 1996. Assessing the impact of total quality

managementrelated programmes: a Singaporean case. Quality Management Journal 3 (4), 51–65.

Curkovic, S., Vickery, S., Droge, C., 2000. Quality-related action programs: their

impact on quality performance and firm performance.Decision Sciences 31 (4), 885–905.

Oakland, J.S. and Oakland, S. 1998, “The links between people management,

customer satisfaction and business results”, Total Quality Management, Vol. 9 Nos 4/5, pp. 184-90

Dale, B.G. 1999, Managing Quality, 3rd ed., Blackwell, Oxford Daniel I. Prajogo I 2007 The relationship between competitive strategies and

product quality. industrial Management & Data Systems Vol. 107 No. 1, pp. 69-83

Daniel I.Prajogoa,and SoonW.Hong, 2008 the effect of TQM on performance in

R&D environments: A perspective from South Korean firms ,Technovation 28 855–863

Dayton, N.A. 2003. The demise of total quality management. The TQM Magazine,

Vol. 15 No. 6, pp. 391-6. Deming, E.W. 1986. Out of the crisis. Cambridge, MA: Massachusetts Institute of

Technology, Center for Advanced Engineering Study Dess G.Gregory.,Lumpkin,G.T.,2003., Strategic Management:Creating Competitive

Advantages”, International Edition, McGraw-Hill Companies, Inc. Dilworth, James W. and David E. Bowen, 1996, “Management Theory and Total

Quality: Improving Research and Practice through Theory Development”, The Academy of Management Review, Vol.19(3), Juli, pp. 392-418.

Dimitriades, A.S. 2006, “Customer satisfaction, loyalty and commitment in service

organizations: some evidence from Greece”, Management Research News, Vol. 29 No. 12, pp. 782-800.

Dooyoung, S., Kalinowski, J.G., El-Enein, G., 1998. Critical implementation issues

in total quality management. SAM Advanced Management Journal 63 (1), 10–14.

Douglas, T.J. and Judge, W.Q. Jr 2001 Total quality management implementation

and competitive advantage: the role of structural control and exploration. Academy of Management Journal, Vol. 44, pp. 158-69.

Easton, G. S. and S. L. Jarrell. 1998. The effects of total quality management on

corporate performance: An empirical investigation. Journal of Business. 71.2: 253-307

Evans, James R., and William M. Lindsay, 1996., The Management and Control of

Quality, 3th Edition, West Publishing Company, Minneapolis. Fandy T. & Anastasia D. 2001. Total Quality Management, Andy Offset,

Yogjakarta. Flynn,B.B., Schroeder,R.G, & Sakakibara,S. 1995. The impact of Quality Management Practices on Performance and Competitive Advantage.Decision

Science. 26.5. Forker, L.B., Vickery, S.K. and Droge, C.L.M. 1996.The contribution of quality to

business performance.International Journal of Operations & Production Management, Vol. 16 No. 8, pp. 44-62.

Fornell, C. 1992. A national customer satisfaction barometer: The Swedish

experience. Journal of Marketing. 55.1: 1-21. Forza, C. & Filippini,R. 1998. TQM Impact on quality conformance and customer

satisfaction:A causal model. International Journal of Production Economics. 55 GAO. 1991. Management Practices: US Companies Improve Performance through

Quality Efforts, General Accounting Office, Washington, DC . Garvin, D.A. 1988, Managing Quality: The Strategic and Competitive Edge, The

Free Press, New York, NY. Gaspersz Vincent, 2003, “ISO 9001:2000 and Continual Quality Improvement,”

Edisi Manajemen Bisnis Total, Gramedia, Jakarta. Gaspersz,Vincent 2002, Total Quality Management, Edisi Manajemen Bisnis Total,

Gramedia, Jakarta. Gasperz, V. 2003. Metode Analisis untuk peningkatan kualitas, Cetakan

Kedua,penerbit Gramedia Pustaka Utama, Jakarta Gasperz, V. 2005. Total Quality Management, Gramedia Pustaka Utama.Jakarta Ghozali, Imam. 2005. Aplikasi Analisis Multivariate dengan program SPSS. Badan

Penerbit Universitas Diponegoro Semarang Gibson,J.L., et.al. 1991, Organizations: Behavior, Structure, Processes, 7th ed.

Homewood, ll : Richard D. Irwin, Inc Goetsch L. David, and Davis B. Stanley, 2000, Quality Management : Introduction

to Total Quality Management for Production, Processing, and Services, Third Edition, Prentice-Hall, Inc., New Jersey.

Goetsch, David L. 2006. Effective Strategic Planning For Competitive Advantage:

Ten Step For Technical Professions. New Jersey: Pearson Education, Inc. Grant, M.R., Shani, R. and Krishnan, R. 1994. TQM’s challenge to management theory and practice. Sloan Management Review, Vol. 35 No. 2, pp. 25-35.

Hackman, J.R. and Wageman, R. 1995. Total quality management: empirical,

conceptual, and practical issues. Administrative Science Quarterly, Vol. 40 No. 2, pp. 309-42.

Hair, Jr., J., Anderson, R., Tatham, R. and W. Black. 2006. Multivariate data analysis with readings, Sixth Editions. New York:Mc Milan Pub.Company.

Han, S. Bruce, Chen,Shaw. K. Maling Ebrahimpour, 2007. The Impact of ISO 9000

on TQM and Business Performance. Journal of Business and Economic Studies, Vol. 13, No. 2, Fall 2007

Hansen, Don R., Mowen Maryanne M, 1997, Cost Management, two Edition, by.,

South-Western College Publishing-Cincinnati, Ohio. Hansen, Don R., Mowen Maryanne M, 2000, Manajemen Biaya:akuntansi dan

pengendalian, Buku satu,Edisi Pertama,Penerbit Salemba Empat,Jakarta Harari, O. 1997.Ten reasons why TQM doesn’t work. Management Review, Vol.

86 No. 1, pp. 38-44. Hendricks, K.B. and Singhal, V.R. 1996 . Quality awards and the market value of

the firm: an empirical investigation. Management Science, Vol. 42 No. 3, pp.415-36.

Hendricks, K.B. and Singhal, V.R. 1997. Does implementing an effective TQM

program actually improve operating performance: empirical evidence from firms that have won quality awards. Management Science, Vol. 44 No. 9, pp. 1258-74.

Hendricks, K.B. and Singhal, V.R. 2001.The Long-Run Stock Price Performance of

Finns with Effective TQM Programs. Management Science, Vol. 47, pp. 359-68.

Hidayat, Anang. 2009. Pemoderasi Teknologi Informasi pada Pengaruh Dimensi

Manajemen Mutu Terpadu Terhadap Kinerja Organisasional (Studi pada Organisasi manufaktur Bersertifikat Seri ISO 9000 Di Jawa Timur). Disertasi. Universitas Brawijaya Malang

Hill, Terry. 2000. Operations Management. Diterjemahkan oleh Chandraweati dan

Dwi Prabantini, Penerbit Andi, Yogyakarta Hongyi Sun, Yang yang Zhao and Hon Keung Yau ,2009. The relationship

between quality management and the speed of new product development The TQM Journal Vol. 21 No. 6, pp. 576-588

Hunt, V.D. 1993. Managing Quality: Integrating Quality and Business Strategy,

Irwin, Homewood, IL. Irwan, Handy. 2002. 10 Prinsip Kepuasan Pelanggan, PT. Elex Media Komputindo,

Jakarta. Ishikawa, Kauro dan David J. Lu. 1990. Pengendalian Mutu Terpadu.

Diterjemahkan oleh H.W. Budi Santoso, Penerbit PT. Remaja Rosdakarya, Bandung.

Ismail Sila, 2007. Examining the effects of contextual factors on TQM and

performance through the lens of organizational theories:An empirical study. Journal of Operations Management , 25, 83–109

Jones, Gareth. R 2004. Organizational Theory, Design, and Change, Text and

Cases. Pearson Education Inc.

Juran, J.M. (1989), Juran on Leadership for Quality: An Executive Handbook, The

Free Press, New York, NY. Juran, J.M. 1995. Kepemimpinan Mutu. Diterjemahkan oleh Edi Nugroho, Penerbit

PT. Pustaka Binaman Pressindo, Jakarta. Juran, M. Joseph., 1989., Juran On Quality By Design,Juran Institute, Inc. Publish

By Arrangement with the Free Press. Kaynak, H..2003. The relationship between total quality management practices and

their effects on firm performance. Journal of Operations Management, Vol. 34 No. 2, pp. 1-31.

Khalifa N. Al-khalifa ,Elaine M. Aspinwall.2000. The development of total quality

management in Qatar. The TQM Magazine Volume 12 . Number 3 . 2000 . pp. 194±204

Knod, E. M., Jr. and R. J. Schonberger..2001. Operations management: Meeting

customer’s demands, 7th edition. New York, New York: McGraw-Hill Kotler, Philip. 1996. Principles of marketing. 7th ed. New Jersey: Prentice Hall

International Inc. Kotler, Philip. 1997. Marketing Management: Analysis, Planning, Implementation

and Control, Prentice-Hall Inc., New Jersey. Lagrosen, S. 2001.Strengthening the weakest link of TQM – from customer focus

to customer understanding.The TQM Magazine, Vol. 13 No. 5, pp. 348-54. Lakhal, L, Pasin, F. and M. Liman. 2006.Quality management practices and their

impact on performance. International Journal of Quality and Reliability management.Vol ,23.No. 6:,pp.625-646.

Lau, H.C dan M.A. Idris, 2001.The soft foundation of the critical success factors on

TQM implementation in Malaysia. The TQM Magazine, Volume 13 . Number 2001. pp. 51-6

Li, B., Riley, M. W., Lin, B. and E. Qi. 2006.A comparison study of customer

satisfaction between the UPS and FedEx. Industrial Management and Data Systems. 106.2:182-199.

Liusar.J.C.Bou,Tena.A.B.Escrig, Puig.V.Roca, Martin.I.Beltran. 2009. An empirical

assessment of the EFQM excellence model : Evaluation as a TQM framework relative to the MBNQA model, journal of Operations Management 27 : 1-22

Madu, C.N. 1998. An empirical assessment of quality: research

considerations.International Journal of Quality Science, Vol. 3 No. 4, pp. 348-55.

Juran, J.M. (1989), Juran on Leadership for Quality: An Executive Handbook, The

Free Press, New York, NY.

Juran, J.M. 1995. Kepemimpinan Mutu. Diterjemahkan oleh Edi Nugroho, Penerbit

PT. Pustaka Binaman Pressindo, Jakarta. Juran, M. Joseph., 1989., Juran On Quality By Design,Juran Institute, Inc. Publish

By Arrangement with the Free Press. Kaynak, H..2003. The relationship between total quality management practices and

their effects on firm performance. Journal of Operations Management, Vol. 34 No. 2, pp. 1-31.

Khalifa N. Al-khalifa ,Elaine M. Aspinwall.2000. The development of total quality

management in Qatar. The TQM Magazine Volume 12 . Number 3 . 2000 . pp. 194±204

Knod, E. M., Jr. and R. J. Schonberger..2001. Operations management: Meeting

customer’s demands, 7th edition. New York, New York: McGraw-Hill Kotler, Philip. 1996. Principles of marketing. 7th ed. New Jersey: Prentice Hall

International Inc. Kotler, Philip. 1997. Marketing Management: Analysis, Planning, Implementation

and Control, Prentice-Hall Inc., New Jersey. Lagrosen, S. 2001.Strengthening the weakest link of TQM – from customer focus

to customer understanding.The TQM Magazine, Vol. 13 No. 5, pp. 348-54. Lakhal, L, Pasin, F. and M. Liman. 2006.Quality management practices and their

impact on performance. International Journal of Quality and Reliability management.Vol ,23.No. 6:,pp.625-646.

Lau, H.C dan M.A. Idris, 2001.The soft foundation of the critical success factors on

TQM implementation in Malaysia. The TQM Magazine, Volume 13 . Number 1. 2001. pp. 51-60

Li, B., Riley, M. W., Lin, B. and E. Qi. 2006.A comparison study of customer

satisfaction between the UPS and FedEx. Industrial Management and Data Systems. 106.2:182-199.

Liusar.J.C.Bou,Tena.A.B.Escrig, Puig.V.Roca, Martin.I.Beltran. 2009. An empirical

assessment of the EFQM excellence model : Evaluation as a TQM framework relative to the MBNQA model, journal of Operations Management 27 : 1-22

Madu, C.N. 1998. An empirical assessment of quality: research

considerations.International Journal of Quality Science, Vol. 3 No. 4, pp. 348-55.

Madu, CN., CH. Kuei and RA Jacob, 1996,.An Empirical Assessment of the

Influence of Quality Deminsion on Organizational Performance. International Journal of Production Research, Vol. 34(7).

Magot, Bill.2004.Total Quality Management: Increase The Efficiency In Your

Company If You Want to Increase Your Profit. Maiga, dan Jacobs, 2005..Antecedent and Consequences of Quality

Performances.Behavioral research in accounting, pp.111-131, Vol 17. Maruchek, A., Pannesi, R. and C. Anderson. 1990. An exploratory study of the

manufacturing strategy process in practice. Journal of Operations Management. 9.1:101-123.

Masaaki Imai, Alih Bahasa, Mariani Gandamihardja., 2001.,KAIZEN: Kunci Sukses

Jepang dalam Persaingan., Cet.-5., Penerbit PPM, Jakarta. Mehra, S., Hoffman, J.M., Sirias, D., 2001. TQM as a management strategy for the

next millennia. International Journal of Operations and Production Management 21 (5/6), 855–877.

Meyer, Christopher., 1994., ”How the Measure Help Team Excel”, Harvard

Business Review, May-June, pp. 95-103. Mohrman, S.A., Tenkasi, R.V., Lawler, E.E. III and Ledford, G.G. Jr. 1995 .Total

quality management: practice and outcomes in the largest US firms.Employee Relations, Vol. 17 No. 3, pp. 26-41.

Muhardi, 2007. Strategi Operasi untuk Keunggulan Bersaing, Peenerbit Graha

Ilmu Yogyakarta. Mulyadi, Johni Setyawan, 2001., Sistem Perencanaan Pengendalian Manajemen.,

Edisi Pertama. BPFE – Yogyakarta Murdifin, Haming,. 2006 Studi Soft Element Dalam Manajemen Mutu Terpadu Di

Kalangan Perusahaan Manufaktur Terpilih Di Kota Makassar. Disertasi.Universiti Tun Abdul Razak Malaysia

Narasimhan, R. and J. Jayaram. 1998. Causal linkages in supply chain

management: An exploratory study of North American manufacturing firms. Decision Sciences. 29.3: 579-605.

Nasution .2001., Manajemen Mutu Terpadu, Jakarta: Ghalia Indonesia. Nasution .2005. Manajemen Mutu Terpadu, Jakarta: Ghalia Indonesia. Oakland, J.S. and Oakland, S. 1998, “The links between people management,

customer satisfaction and business results”, Total Quality Management, Vol. 9 Nos 4/5, pp. 184-90

Oliver, R. L. 1997. Satisfaction : A Behavioral Perspective on the Consumer. New

York,McGraw-Hill Companies,Inc organizations: some evidence from Greece”, Management Research News, Vol. 29 No. 12, pp. 782-800.

Palich, L.E., Cardinal, L.B. and Miller, C.C. 2000. Curvilinearity in the diversification

and performance linkage: an examination of over three decades of research, Strategic Management Journal, Vol. 21, pp. 155-74.

Pannirselvam, G.P. and Ferguson, L.A. 2001. A study of the relationships between

the Baldrige categories.International Journal of Quality & Reliability Management, Vol. 18 No. 1,pp. 14-37.

Pawitra, T. 1993 .Kepuasan Pelanggan sebagai Keunggulan Daya Saing. Journal

of Marketing, Prasetya Mulya, Volume I, No. 1. Peppard, Joe dan Philip Rowland. 1997. The Essence of Business Process

Reengineering. Diterjemahkan oleh Fandy Tjiptono. Penerbit Andi, Yogyakarta. Porter, M.E. 1993. Keunggulan bersaing: Menciptakan dan mempertahankan

kinerja unggul, Penterjemah: Agus dharma, Cetakan Kedua, Penerbit Erlangga Porter, Michael E. Alih Bahasa Tim Penerjemah Binarupa Aksara., 1998.,

Keunggulan Bersaing ; Menciptakan dan Mempertahankan Kinerja Unggul.,Binarupa Aksara. Jakarta.

Qingyu Zhang, Mark A. V, Mei Cao , 2008. Product concept and prototype flexibility

in manufacturing: Implications for customer satisfaction. European Journal of Operational Research 194 (2009) 143–154

Rajesh K. Singh, Suresh K. Garg and S.G. Deshmukh, 2007.Strategy development

for competitiveness: a study on Indian auto component sector. International Journal of Productivity and Performance Management Vol. 56 No. 4,

Rangkuty, Fredy. 2002. Measuring Customer Satisfaction, Penerbit PT. Gramedia

Pustaka Utama, Jakarta. Rao Ashok, Carr P. Lawrence, Dambolena Ismael, Kopp J. Robert, Martin John, Rafii Farshad, Schlesinger F. Phyllis., 1996.,Total Quality Management : A

Cross Functional Perspective,” John Wiley & Sons Inc. Robbins, S.P. 1991, Organizational Behavior: Concepts, Controversies, and

Aplications, 5th ed. Englewood Cliffs, N.J.: Prentice Hall International,Inc Ross, J.E. 1994, Total Quality Management : Text, Case, and Reading, 2nd ed.

London: kogan Page limited. Roy Andersson, Henrik Eriksson and Ha’kan Torstensson, 2006. Similarities and

differences between TQM, six sigma and lean.The TQM Magazine Vol. 18 No. 3, pp. 282-296

Russell, R.S. dan B.W. Taylor III. 2000. Operations Management : Multimedia

Version. Penerbit The Prentice Hall. Inc., Upper Saddle River, NJ.

Samson, D. and Terziovski, M. 1999. The relations between total quality

management practices and operational performance. Journal of Operations Management, Vol. 17, pp. 393-409.

Saraph, J.V., Benson, P.G. and Schroeder, R.G. 1989. An instrument for

measuring the critical factors of quality management. Decision Sciences, Vol. 20 No. 4, pp. 810-92.

Satish Mehra and Sampath Ranganathan . 2008. Implementing total quality

management with a focus on enhancing customer satisfaction. International Journal of Quality & Reliability Management .Vol. 25 No. 9, pp. 913-927

Shaohan Cai 2008, The importance of customer focus for organizational

performance: a study of Chinese companies. International Journal of Quality & Reliability Management pp. 369-379

Shiba, S., Graham, A. and Walden, D. (1993), A New American TQM: Four

Practical Revolutions in Management, Center for Quality Management, Productivity Press, Portland, OR.

Snell, S. and Dean, J. 1992. Integrated manufacturing and human resource

management:a human capital perspective. Academy of Management Journal, Vol. 35 No. 3, pp. 467-504.

Solimun, 2006. Modul Materi: Manajemen Metode Kuantitatif untuk Manajemen.

Universitas Brawijaya Malang Sousa, R. and Voss, C.A. 2002. Quality management re-visited: a reflective review

and agenda for future research”, Journal of Operations Management, Vol.20, pp. 91-109.

Spencer, B. 1994. Models of organization and TQM: a comparison and a critical

evaluation. Academy of Management Review, Vol. 19 No. 3, pp. 446-71. Sturman, Michael. C. 2001 Searching for the Inverted U-shaped Relationship Between Yime and Performance: Meta- Analysis of the

Experience/Performance,Tenure/performance, and Age/performance Relationship, USA. Journal of Management 29:610-640

Sugiyono,2004. Metode Penelitian Bisnis. Penerbit Alfabeta Bandung Supratikno, Hendrawan, dkk 2006. Manajemen Kinerja untuk Keunggulan

Bersaing. Penerbit Graha Ilmu, Yogyakarta Syaiful, A. 2001. Analisis Hubungan Kualitas dan Kinerja Organisasional. Tesis.

Program Pasca Sarjana. Universitas Gadjah Mada. Yogyakarta. Tarı´ J.J, ´Molina J. F., Castejo´n J.L. 2006 ,The relationship between

quality management practices and their effects on quality outcomes European Journal of Operational Research 183 (2007) 483–501

Tarı´, J.J. 2006, “Components of successful total quality management”, The TQM

Magazine, Vol. 17 No. 2, pp. 182-94. Tata,J.,Prasad,S., Motwani, J., 2000. Benchmarking quality management practices:

US versus Costa Rica. Multinational Business Review 8 (2), 37–42. Tena, A., Llusar, J., Puig, V., 2001. Measuring the relationship between total quality

management and sustainable competitive advantage: a resource-based view. Total Quality Management 12 (7/8), 932–938.

Tenner, A. R. and DeToro I. J. 1992, Total Quality Management: Three Steps to

Continuous Improvement. Addison - Wesley Publishing Company. Terziovski, M. and Samson, D. 1999.The link between total quality management

practice and organizational performance. International Journal of Quality & Reliability Management, Vol. 16 No. 3.

Terziovski, Milé dan Samson Danny, 2000, “The effect of company size on the

Relationship between TQM strategy and organizational performance”, The TQM Magazine, Volume 12 . Number 2 . 2000 . pp. 144-148

Terziovski, Mile,2006. Quality management practices and their relationship with

customer satisfaction and productivity improvement. Management Research News Vol.29 No.7 pp 414-424

Tjiptono, 2000. Manajemen Pemasaran Jasa, Penerbit Andi, Yogyakarta. Vinod. K and Choisne F, Danuta de Grosbois ,Uma Kumar, 2008 Impact of TQM

on company’s performance,International Journal of Quality & Reliability Management Vol. 26 No. 1, 2009 pp. 23-37

Vouzas, F. Psychogios A.G., 2007, “Assessing managers’ awareness of TQM,”

The TQM Magazine, Vol. 19 No. 1, pp. 62-75 Wahyudi, Danang 2008,Analisis Hubungan Praktek TQM,Kinerja Bisnis dan

Kepuasan Konsumen pda Industri Manufaktur The 2nd National Conference UKWMS Surabaya, 6 September 2008

Ward, P. T. and R. Duray. 2000. Manufacturing strategy in context: Environment,

competitive strategy and manufacturing strategy. Journal of Operations Management. 18: 123-138.

Ward, P. T., McCreery, J. K., Ritzman, L. P. and D. Sharma. 1998. Competitive

priorities n operations management. Decision Sciences. 29.4: 1035-1046. Wen-Yi Sit, Keng-Boon Ooi,Binshan Lin, Alain Yee-Loong Chong, 2009. TQM and

customer satisfaction in Malaysia’s service sector.Industrial Management & Data Systems Vol. 109 No. 7, 2009 pp. 957-975

Wilson, D. D. and D. A. Collier. 2000. An empirical investigation of the Malcolm

Baldrige National Quality Award causal model. Decision Sciences. 31.2: 361-390.

Wilson, D.D., Collier, D.A., 2000. An empirical investigation of the Malcolm Baldrige

National QualityAward causal model. Decision Sciences 31 (2), 361–390. Wright, P.M., Snell, S.A., 2002. Research update. Human Resource Planning 25 (2), 45–54. Yeung, M.C.H., Ging, L.C., Ennew, C.T., 2002. Customer satisfaction and

profitability: a reappraisal of the nature of the relationship, Journal of Targeting. Measurement and Analysis for Marketing 11 (1), 24–34.

Zairi, M. 2000, “Managing customer satisfaction: a best practice perspective”, The

TQM Magazine, Vol. 12 No. 6, pp. 389-94. Zeithaml, V. A., L. L. Berry and A. Parasuraman 1996, “The Behavioral

Consequences of Service Quality”., Journal of Marketing (April). Zhang,Zhihai. 2000. “Quality Management Approach In China”. The TQM

Magazine, Vol.12 No. 2-2000,P.92-104, MBC University Press,United Kindom Zulian Yamit, 2002., Manajemen Kualitas : “Produk dan Jasa,” Edisi Pertama,

cetakan kedua, Ekonisia, Yogyakarta