IMPLEMENTASI SISTEM MANAJEMEN MUTU PADA PERUM PEGADAIAN UPC. MAOSPATI

BUCHORI, AZAR JUNIAR (2016) IMPLEMENTASI SISTEM MANAJEMEN MUTU PADA PERUM PEGADAIAN UPC. MAOSPATI. Other thesis, Universitas Sebelas Maret.

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    Abstract

    Implementation of Quality Management System in Pegadaian UPC. Maospati Azar Juniar Buchori F3513015 This final report is written with the aim to find out how the implementation of a quality management system that is in Pegadaian UPC. Maospati and constraints faced in realizing the implementation. The data used in this thesis is the primary data and secondary data. Primary data is data obtained directly from the object of research is the direct interview with the Head of Service Unit UPC Maospati. While secondary data is data obtained from the literature and books relating to this research, that the quality. This thesis uses descriptive type of observation. While data collection techniques used by the authors there are 3 kinds interview techniques (interview), observations (observation) and literature. The observation that the author has done for approximately 1 month showed that the implementation of quality management priority on ministry. These services include the time or speed in the service, hospitality, patience, employee skills, facilities or amenities. Obstacles faced by UPC Maospati include hospitality services in serving customers, negligent / neglect and lack of human resources or personnel to serve customers more and more so that UPC Maospati overwhelmed. Advice given: 1) Should UPC Maospati constantly working to improve the quality management system for customer satisfaction and improved performance. 2) Should UPC Maospati improve competencies / skills of employees in order to provide true and accurate information to customers. For example, by way of training inside or outside the company. 3) Should UPC Maospati trying to increase human resources and improve the performance of existing employees so they can do a better service. Keywords: Implementation, Quality Management

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Fakultas Ekonomi > Manajemen
    Depositing User: Figur Hisnu Aslam
    Date Deposited: 04 Nov 2016 18:12
    Last Modified: 04 Nov 2016 18:12
    URI: https://eprints.uns.ac.id/id/eprint/28284

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