PENGARUH BUDAYA ORGANISASI DAN PENGGUNAAN UKURAN KINERJA TERHADAP IMPLEMENTASI MANAJEMEN MUTU PADA JASA PENDIDIKAN TINGGI DI KOTA BANDUNG
Keywords:
Manajemen Kualitas Total, Pengukuran Kinerja, Budaya Organisasi, Kepuasan Pelanggan, Pendidikan Tinggi
Abstract
Total manajemen mutu telah dikenal sebagai salah satu filosofi yang mendorong munculnya perusahaan-perusahaan di Jepang. Deming, Juran, dan Crosby telah berhasil mempromosikan metode ini untuk meningkatkan kualitas perusahaan. Penelitian ini bertujuan untuk menguji pengaruh budaya organisasi dan penggunaan pengukuran kinerja terhadap penerapan manajemen kualitas total pada layanan pendidikan tinggi di Kota Bandung. Penelitian ini menggunakan metode survei dengan mengumpulkan jawaban dari kuesioner dan wawancara. Sampel termasuk 38 lembaga pendidikan tinggi dengan skor akreditasi A dan B di Kota Bandung. Dengan menggunakan Tau Kendall, penelitian ini menemukan bahwa ada dampak signifikan dari budaya organisasi dan penggunaan pengukuran kinerja terhadap penerapan manajemen kualitas total.
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Tenner, Arthur R. 1992. Total Quality Management: Three Steps to Continuous Improvement. Addison-Wesley Longman Inc.
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Wilkin, A.L. and W.G. Ouchie. 1983. Efficient Culture: Exploring The Relationship Between Culture and Organization Performance, Administrative Science Quarterly.
Winn, Robert C. & Green, Robert S. 1998. Applying Total Quality Management to the Educational Process. Int. J. Engng Ed. Vol 14, No 1, pp 24-29.
Zeithaml, V.A & Bitner J.M. 2003. Service Marketing 3rd Mc Graw – Hill Irwin. Zurkkat, Madjy. & Salameh, Rafat. & Alrawashdeh, Salah. 2011. Participation in Performance Measurement Systems and Level of Satisfaction. International Journal of Business and Social Science Vol 2 No 8: May 2011.
Zwetsloot, G. 2001. The management of innovation by frontrunner companies in environmental management and health and safety. Environmental Management and Health 12 (2), 207–214.
Anctil, E.J. 2008. Selling higher education: The Marketing and advertising of America’s college and universities. ASHE Higher Education Report Series (Jossey-Bass).
Arumugam, Dr. V. C. & Mojtahedzadeh, Rouhollah. & Malarvizhi, Dr. C. A. 2011. Critical Success Factors of Total Quality Management and Their Impact on Performance of Iranian Automobile Industry. IPEDR vol 14 (2011), IACSIT Press, Singapore.
Bate, P. 1995. Strategies for Cultural Change. Oxford: Butterworth Heinemann.
Bourne, M. & Neely, A. & Mills, J. & Platts, K. 2003. Implementing Performance Measurement Systems: a liteature review. Int. J. Business Performance Management, Vol. 5, No. 1 – 24.
Brocka, Bruce. & Brocka, M. Suzanne. 1992. Quality Management – Implementing The Best Ideas Of The Masters. Richard D. Irwin Inc.
Cameron, KS. & Quinn, RE. 1999. Diagnosing and changing organizational culture: based on the competing values framework. Addison-Wesley Publishing.
Chang H.H. & Sinclair, Dave. 2002. Validation of A Model of Total Quality Management Performance Measurement Systems in The UK. Asia Pacific Management Review (2002) 7 (3), 349-380.
Cheng, Canis WM. & Liu, Anita MM. 2007. The Relationship of Organizational Culture and the Implementation of Total Quality Management in Construction Firms. Surveying and Built Environment Vol 18 (1), 7-16.
Chenhall, R. 1997. Reliance on manufacturing performance measures, total quality management and organizational performance. Management Accounting Research, Vol. 8, No. 2, pp. 187-206.
Choisne, Frank. & Kumar, Vinod. & Grosbois, de Danuta. & Kumar, Uma. 2008. Performance Measurement in TQM Environment: Desired Characteristics and Need for Continuous Improvement. ASAC 2008, Halifax, Nova Scotia.
Dellana, SA. & Hauser, RD. 1999. Towards defining the quality culture. Engineering Management Journal, 11(2), June.
Denison, D.R. 1990. Corporate Culture and Organizational Effectiveness. New York: John Wiley and Son.
Dikti. 2014. Direktori SK hasil Akreditasi Program Studi. Ban-PT Kemdiknas.
Elu, Wilfridus B. & Purwana, Ismail. & Margono, Ariotejo M. 2003. Model Budaya Pembelajaran Organisasi yang Komprehensif. Jurnal Universitas Paramadina, Vol 2, No 3, pp 217-246.
Hofstede, G. 2001. Culture’s Consequences: Comparing Values, Bahaviors, Institutions, and organizations across nation. London: Sage.
Hughes, K. 2000. The value relevance of non-financial measures of air pollution in the electric utility industry. The Accounting Review, Vol. 75, No. 2, pp. 209-228.
Irani, Z. & Beskese, A. & Love, P.E.D. 2004. Total Quality Management and Corporate Culture: Constructs of Organizational Excellence. Tecnovation 24, pp. 643-650.
Ittner, C. & Larcker, D. 1998. Innovations in performance measurement: trends and research implications. Journal of Management Accounting Research, Vol. 10, pp. 205-238.
Johnson, H Thomas & Kaplan, Robert S. 1991. Relevance Lost: The Rise and Fall of Management Accounting. Boston: Harvard Business Press.
Karimi, Yadolah. & Kadir, Sharifah Latifah Syed Abdul. 2012. The Impact of Organizational Culture on The Implementation of TQM: Empirical Study in The Iranian Oil Company. American Journal of Industrial and Business Management, 2012, 2, 205-216.
Kempner, Ken. & Tierney, William G. 1996. The Social Role of Higher Education. America: Libra of Congress Cataloging in Publication Data.
Kekale, T. & Kekale, J. 1995. A mismatch of cultures: a pitfall of implementing a total quality approach. International Journal of Quality & Reliability Management, 12(9), 210-20.
Kotter, J.P. & J.L. Heskett. 1992. Corporate Culture and Performance. New York: The Free Press.
Kurniadi, Eric. 2009. Pengertian TQM “Total Quality Manajement” & GKM. Melalui http://erickurniadi.wordpress.com/2009/01/15/pengertian-tqm-%E2%80%9C- total-quality-manajement%E2%80%9D-gkm/ [01/05/14].
Lynch, Richard L & Cross, Kelvin F. 1995. Measured Up: How To Measure Corporate Performance.
Malhotra, K Naresh. 2010. Marketing Research. 6th Edition. United State of America: Prenctice hall, inc.
Neely, A. 1999. The performance measurement revolution: why now and what next. Operations & Production Management.
Neely, A. 2003. Business Performance Measurement: Theory and Practice. United Kingdom: University Press Cambridge.
O’Reilley, C. 1989. Corporation, Culture and Commitment: Motivation and Social Control in Organizations, California Management Review.
Pineda, Aaron Paul M. 2013. Total Quality Management in Educational Institutions: Influences on Customer Satisfaction. ISSN: 2186-845X, vol 2, no 3, pp 31-46.
Reichers, A.E. & B Schneider. 1990. Cimate and Culture: An Evolution Of Construct. Dalam B. Schneider (ed) “Organizational Climate and Culture”. Jossey Bass Publishers.
Robbins, Stephen P. 2003. Organizational Behaviour, Upper Saddle River. New Jersey: Prentice-hall, Inc.
Robbins, Stephen P. 2008. Perilaku Organisasi, Edisi 12. Jakarta: Salemba Empat. Schalkwyk, Johan C van. 1998. Total Quality Management and The Performance Measurement Barrier. The TQM Magazine, Vol. 10, Iss 2, pp 124 – 131.
Sevilla, Consuelo G. et. Al 2007. Research Methods. Quezon City: Rex Printing Company.
Sinclair, D. & Zairi, M. 1995. Performance Measurement as an obstacle to TQM. The TQM Magazine, Vol, 7 No 3, pp. 42-5.
Smircich, L. 1983. Concept of Culture And Organizational Analysis, Administrative Science Quarterly, 28, pp 339-358.
Suarez, J. Gerald. 1992. Three Expert on Quality Management. TQLO Publication no 92- 02.
Sugiyono. 2011. Metode Penelitian Kuantitatif kualitatif dan R&D. Bandung: Alfabeta.
Tenner, Arthur R. 1992. Total Quality Management: Three Steps to Continuous Improvement. Addison-Wesley Longman Inc.
Vijande, Maria Leticia Santos. & Gonzales, Luis I Alvavez. 2007. TQM and Firms Performance: An EFQM excellence model research based survey. Int Journal of Business Science and Applied Management, Volume 2, Issue 2, 2007.
Wilkin, A.L. and W.G. Ouchie. 1983. Efficient Culture: Exploring The Relationship Between Culture and Organization Performance, Administrative Science Quarterly.
Winn, Robert C. & Green, Robert S. 1998. Applying Total Quality Management to the Educational Process. Int. J. Engng Ed. Vol 14, No 1, pp 24-29.
Zeithaml, V.A & Bitner J.M. 2003. Service Marketing 3rd Mc Graw – Hill Irwin. Zurkkat, Madjy. & Salameh, Rafat. & Alrawashdeh, Salah. 2011. Participation in Performance Measurement Systems and Level of Satisfaction. International Journal of Business and Social Science Vol 2 No 8: May 2011.
Zwetsloot, G. 2001. The management of innovation by frontrunner companies in environmental management and health and safety. Environmental Management and Health 12 (2), 207–214.
Published
01-02-2018
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