Pengaruh Program Penyadaran Kepuasan Pelanggan Internal dalam Pelaksanaan Quality Control Circle (QCC) terhadap Pengetahuan dan Sikap Pelaksana QCC dalam Memuaskan Pelanggan Internal (Suatu Penelitian Eksperimental di PT Tri Dharma Wisesa Jakarta)

Montana, Celentius Gih Tri Winantyo (2007) Pengaruh Program Penyadaran Kepuasan Pelanggan Internal dalam Pelaksanaan Quality Control Circle (QCC) terhadap Pengetahuan dan Sikap Pelaksana QCC dalam Memuaskan Pelanggan Internal (Suatu Penelitian Eksperimental di PT Tri Dharma Wisesa Jakarta). Masters thesis, Universitas Terbuka.

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Abstract

Recently, most of CEOs in the world are very conscious about quality level. The quality it self now is driven by customer needs or wants. So, only producer who can meet its customer quality that can win the business battle and get a huge of benefit. While, the higher level of understanding in quality, customer will need the higher quality in the same time. Now day, the customers have much choices of products and / or services. In that consequences, the producer should be able to achieve the customers needs without ignoring the need of competitive price. Finally, producer should serve the customer products or services in their level of quality acceptance and the price in the same time. Producers have to work smart besides of work hard to reach that level of customer acceptance. They should do keeping the quality beside the cost in the very start of their production process. The world should say thanks to all "quality gurus" that have already taught how to guarding quality. The well-known person in quality is Kaoru Ishikawa, taught that internal customer is real. The meaning of internal customer is next process in producing or serving is the customer of previous process. So, everybody, in that process, recognize its customer every single minute. They can feel the needs of their customer so they, hopefully, can fulfill their customer needs. This concept brought in Indonesia by Total Quality Management (TQM), especially in Quality Control Circle (QCC) program. This program is well known in Astra Group since the year of eighties (1980's). This researce will be taken in a company one of member Astra Group that already run QCC program by last 5 year, that is PT Tri Dharma Wisesa. The aim of this research is to get the understanding, how the internal concept impact to particular company. Is that concept already built in particular company or still need any other program. The result shown us that internal customer concept is not built in that particular company yet. The QCC program, that already implemented in this company still need another program to stressing, how the concept should be understand by all members. The program is a training program. To ensure the quality of this program it self, this training was built by the researcher with approval from some QCC experts. This research use true experimental method in social scientific. The method of this research is measurement of before and after program. To avoid bias of the result, the researcher firstly put the test on that measurement module. This research is already fulfilled the conditions for internal validity but not external one yet, so this research need any other research.

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