Exploring the Influence of Total Quality Management in Putra Bali Rattan Furniture Industry
Keywords:
Customer Satisfaction, Employee Empowerment, Continuous Quality Improvement, Fact Based Management, Operational PerformanceAbstract
The globalization of the rattan furniture industry has heightened competition, presenting operational challenges for Putra Bali Rattan Furniture. Delays in raw material procurement have led to unmet customer expectations, hindering the implementation of Total Quality Management (TQM) principles and impacting operational efficiency. This study analyzes the influence of TQM indicators—customer satisfaction, employee empowerment, continuous quality improvement, and fact-based management—on operational performance in the Mayang District, Jember Regency. Using a mixed-methods approach, the findings reveal that customer satisfaction, employee empowerment, and continuous quality improvement positively and significantly enhance operational performance. Conversely, fact-based management negatively affects performance. Interviews corroborate these results, highlighting improvements in customer satisfaction aligning with operational performance gains. These findings emphasize the importance of prioritizing customer-centric and quality-driven strategies for operational success in competitive markets.
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