ANALISIS TOTAL QUALITY MANAGEMENT (TQM) PADA OPERASIONAL BANK BJB (STUDI KANTOR CABANG PATROL)

Abstract

This study aims to analyze the implementation of Total Quality Management at Bank BJB Patrol branch office in an effort to improve service quality and management performance. The approach used in this study is descriptive qualitative, data collected through interviews, direct observation, and documentation. The results showed that Bank BJB has implemented ten main elements of Total Quality Management, such as customer focus, continuous improvement, education and training, and employee empowerment. The implementation of Total Quality Management has a positive impact on improving efficiency, customer satisfaction, and employee motivation and performance. In conclusion, the implementation of Total Quality Management at Bank BJB Patrol branch office is effective, although continuous innovation is needed to maintain service quality and company competitiveness