The Influence of the Application of Total Quality Management Oriented to Human Resources on the Quality of Service at PT Asuransi Jiwa Inhealth Indonesia
Introduction
In today's competitive business landscape, improving service quality is the key to success, especially in the financial services industry such as insurance. The application of Total Quality Management (TQM) with a focus on human resources has been proven effective in enhancing the quality of service and competitiveness of companies. This study aims to examine the effect of the application of TQM which is oriented to human resources on service quality at PT Asuransi Jiwa Inhealth Indonesia.
Background
PT Asuransi Jiwa Inhealth Indonesia is a leading insurance company in Indonesia, providing a wide range of insurance products and services to its customers. In order to remain competitive in the market, the company has been implementing various strategies to improve its service quality. One of the strategies is the application of Total Quality Management (TQM) with a focus on human resources. TQM is a management approach that aims to continuously improve the quality of products and services by involving all employees in the improvement process.
Methodology
This study uses a causal associative approach with data collection techniques in the form of questionnaires distributed to 31 management and employees of PT Inhealth. The data analysis model used is multiple regression, with the validity and reliability test to ensure data quality. The classic assumption test includes the normality, multicollinearity, and heteroscedasticity tests. The hypothesis test was carried out using an adjusted R square, simultaneous test (F-test), and partial test (T-test).
Results
The results showed that the implementation of TQM simultaneously had no significant effect on service quality at PT Inhealth. However, partially, variables "focus on customers" are proven to have a significant effect on service quality. Other variables such as "team work," "employee involvement and empowerment," and "training and development" also play a role in explaining the quality of service.
Deeper Analysis
This finding shows that although TQM as a whole has not been fully applied optimally at PT Inhealth, focusing on customers has a strong influence on service quality. This indicates the importance of placing customers as the top priority in the TQM strategy.
The Importance of Human Resources in TQM
The application of TQM that is oriented to human resources requires a strong commitment from management and employees. This includes:
*** Building a Customer-Centered Organizational Culture : **Building an organizational culture that appreciates and prioritizes customer satisfaction.
*** Improving Employee Competencies and Expertise : **Through sustainable training and development, employees can be more competent and professional in providing quality services.
*** Empowering Employees : **Provide opportunities for employees to be involved in decision making and developing solutions that focus on customers.
*** Improve Communication and Collaboration : **Building effective and transparent communication systems to facilitate collaboration between teams and with customers.
Conclusion
By implementing a comprehensive TQM strategy and focusing on human resources, PT Inhealth can significantly improve service quality, thus creating added value for customers and strengthening company positions in the insurance industry. The findings of this study provide valuable insights for management and employees of PT Inhealth to improve their service quality and competitiveness in the market.
Recommendations
Based on the findings of this study, the following recommendations are made:
PT Inhealth should focus on building a customer-centered organizational culture that prioritizes customer satisfaction.
The company should invest in sustainable training and development programs to improve employee competencies and expertise.
Employees should be empowered to be involved in decision making and developing solutions that focus on customers.
Effective and transparent communication systems should be built to facilitate collaboration between teams and with customers.
Limitations of the Study
This study has several limitations. Firstly, the sample size is relatively small, which may limit the generalizability of the findings. Secondly, the study only focuses on PT Inhealth and may not be applicable to other companies in the insurance industry. Finally, the study only examines the effect of TQM on service quality and may not consider other factors that may influence service quality.
Future Research Directions
Future research should aim to examine the effect of TQM on service quality in other companies in the insurance industry. Additionally, research should be conducted to explore other factors that may influence service quality, such as technology and market trends.Frequently Asked Questions (FAQs) about the Influence of Total Quality Management (TQM) on Service Quality
Q: What is Total Quality Management (TQM)?
A: Total Quality Management (TQM) is a management approach that aims to continuously improve the quality of products and services by involving all employees in the improvement process.
Q: What is the main goal of TQM?
A: The main goal of TQM is to improve the quality of products and services by focusing on customer satisfaction and continuous improvement.
Q: How does TQM relate to human resources?
A: TQM that is oriented to human resources requires a strong commitment from management and employees. This includes building a customer-centered organizational culture, improving employee competencies and expertise, empowering employees, and improving communication and collaboration.
Q: What are the benefits of implementing TQM?
A: The benefits of implementing TQM include improved service quality, increased customer satisfaction, and enhanced competitiveness in the market.
Q: What are the challenges of implementing TQM?
A: The challenges of implementing TQM include resistance to change, lack of commitment from management and employees, and difficulty in measuring the effectiveness of TQM.
Q: How can TQM be implemented in an organization?
A: TQM can be implemented in an organization by:
Building a customer-centered organizational culture
Improving employee competencies and expertise
Empowering employees
Improving communication and collaboration
Establishing a continuous improvement process
Q: What are the key performance indicators (KPIs) for TQM?
A: The key performance indicators (KPIs) for TQM include:
Customer satisfaction
Service quality
Employee engagement
Continuous improvement
Return on investment (ROI)
Q: How can TQM be measured and evaluated?
A: TQM can be measured and evaluated by:
Conducting customer satisfaction surveys
Collecting data on service quality
Monitoring employee engagement and satisfaction
Tracking continuous improvement initiatives
Measuring ROI
Q: What are the future directions for TQM?
A: The future directions for TQM include:
Implementing digital technologies to support TQM
Focusing on sustainability and social responsibility
Developing new KPIs and metrics for TQM
Expanding TQM to other industries and sectors
Q: How can organizations overcome the challenges of implementing TQM?
A: Organizations can overcome the challenges of implementing TQM by:
Providing training and development programs for employees
Establishing a clear vision and strategy for TQM
Building a culture of continuous improvement
Encouraging employee engagement and participation
Monitoring and evaluating the effectiveness of TQM initiatives