Quality Management in Service Organization

Mutu di dalam organisasi yang berorientasi pelayanan agak sulit didejinisikan dibandingkan
dengan di industri manufaktur. Akan tetapi, keduanya mengandung nilai-nilai yang sama yaitu
memenuht persyaratan mutu. Komitmen untuk memenuhi persyaratan mutu harus ada di
seluruh tingkatan dalam organisasi. Manajemen mutu di organisasi yang bersifat pelayanan
didasarkan pada empat prinsip dasar: keterlibatan menyeluruh, berorientasi pelanggan,
dukungan sistematis, dan perbaikan berkelanjutan. Dipaparkan di sini studi kasus yang
menggambarkan bagaimana konsep manajemen mutu tersebut diterapkan di perusahaan
konsultan teknik melalui beberapa inisiatif.
(Quality in service organization is rather obscure to dejine compare to in manufacturing
industry. However, they both share the same values which is conformance to requirements. The
commitment to meeting quality requirements must extend through all level of organization.
Quality management in service organization is based on four basic principles: total
involvement, customer orientation, systematic support, and continuous improvement. A case
study illustrates how these concepts of quality management have been applied in an engineering
consulting jirm through several initiatives.Quality in service organization is rather obscure to dejine compare to in manufacturing
industry. However, they both share the same values which is conformance to requirements. The
commitment to meeting quality requirements must extend through all level of organization.
Quality management in service organization is based on four basic principles: total
involvement, customer orientation, systematic support, and continuous improvement. A case
study illustrates how these concepts of quality management have been applied in an engineering
consulting jirm through several initiatives.)