PENERAPAN TOTAL QUALITY MANAGEMENT PADA PT. ASURANSI BANGUN ASKRIDA MANADO

Abstract

The times have made every company engaged in services, trade, and industry experience intense competition to maintain the company's condition and improve quality by implementing Total Quality Management. TQM is a customer-focused quality management system by involving all employees in making continuous improvements or improvements to products and services. This study aims to know the implementation of Total Quality Management at PT. Asuransi Bangun Askrida Manado. This research uses qualitative analysis. The results of the analysis show that the implementation of total quality management at PT. Asuransi Bangun Askrida Manado has been implemented accordance with the components of Total Quality Management (TQM) and has good service quality standards, which are oriented to customer satisfaction. The company should pay more attention to customer complaints. The involvement and empowerment of employees in decision-making to be further improved, so that the implementation of total quality management will be better and can increase company profits. The quality produced by the company is better and in accordance with customer needs, so that the increase in company profits will be better.

Keywords: total quality management.