Implementation of Total Quality Management (TQM) in Improving Product Quality in Manufacturing Companies

Abstract

This study aims to investigate the impact of Total Quality Management (TQM) implementation on improving product quality, employee engagement, and customer satisfaction in a manufacturing company. This study used a quasi-experimental research design with a pre-test/post-test approach, involving two groups, namely the experimental group implementing TQM and the control group following the traditional teaching method. Data were collected through quality performance indicators such as defect rate, cycle time, and Overall Equipment Effectiveness (OEE), as well as employee perception and customer satisfaction surveys. Data analysis was performed using paired t-test and independent t-test to compare changes between the two groups. The results showed a significant decrease in defect rate from 4.5% to 2.0%, and cycle time decreased from 25 minutes to 18 minutes in the experimental group. In addition, employee engagement and customer satisfaction increased significantly, with the overall satisfaction score increasing from 7.3 to 9.2. Meanwhile, the control group showed minimal changes in the same indicators.