penerapan smm pada kepuasan pelanggan

7/24/2019 penerapan SMM pada kepuasan pelanggan

1/23

Makalah Penerapan Sistem Manajemen Mutu

pada Perusahaan Jasa

Pelayanan Pelanggan pada PT. Bank Madiri Tbk

KELMPK

!"##T! $ %. &'&" (SEP)! S&)T!"# *%%%+,-+

+. &"T!" "/' '!M!0)!"& *%%%+,12

3. !M!L&"! S(!)&0!) *%%%+%+,

PL&TEK"&K STM& J!K!'T!

KEME"TE'&!" PE'&"0/ST'&!" '&

+,%1


2/23

0!4T!' &S&

DAFTAR ISI...............................................................................................................................ii

KATA PENGANTAR................................................................................................................iv

BAB 1.........................................................................................................................................5

PENDAHULUAN......................................................................................................................5

1.1 Latar Belakang..................................................................................................................5

1.2 R!"an #a"ala$.............................................................................................................%

1.& T'an Penelitian..............................................................................................................%

1.( Pe!)ata"an #a"ala$.........................................................................................................%

1.5 #et*+e Penelitian.............................................................................................................%

1.% Si"te!atika Penli"an.......................................................................................................%

BAB 2.........................................................................................................................................,

LANDASAN TE-RI..................................................................................................................,

2.1 Si"te! #an'e!en #t....................................................................................................,

2.1.1 Prin"i #ana'e!en #t.........................................................................................../

2.2 Kla"l ( Si"te! #ana'e!en #t................................................................................12

2.& Kla"l 5 Tanggng 0aa) #ana'e!en.........................................................................12

2.( Kla"l , Pengkran +an Anali"i" Peningkatan............................................................12

2.5 Skala PenilaianLikert.....................................................................................................12

BAB &.......................................................................................................................................1&

#ET-D-L-GI PENELITIAN................................................................................................1&

&.1 Kerangka Berikir...........................................................................................................1&

&.1.1 Kerangka Pe!ikiran.................................................................................................1(

&.2 S)'ek +an -)'ek Penelitian...........................................................................................15

&.2.1 S)'ek Penelitian.....................................................................................................15

ii


3/23

&.2.2 -)'ek Penelitian.......................................................................................................15

&.& Strategi Penelitian...........................................................................................................15

&.( #et*+el*gi Penelitian.....................................................................................................1%

&.5 Ke"i*ner Penelitian.......................................................................................................13

BAB (.......................................................................................................................................2&

ANALISIS #ASALAH............................................................................................................2&

BAB 5.......................................................................................................................................2(

PENUTUP.................................................................................................................................2(

5.1 KESI#PULAN.............................................................................................................2(

5.2 SARAN..........................................................................................................................2(

iii


4/23

K!T! PE"#!"T!'

P'i "4kr ke$a+irat T$an ang #a$a E"a6 ata" "egala ra$!at +an $i+a4a$7N4a

"e$ingga enli" +aat !en4ele"aikan #akala$ eneraan Si"te! #ana'e!en #t +ala!

Per"a$aan +i )i+ang 'a"a a+a !ata klia$ "e!e"ter ena!.

Pa+a !akala$ Si"te! #ana'e!en #t ini6 enli" !e!)a$a" !engenai Peneraan

Si"te! #ana'e!en #t +ala! er"a$aan 'a"a 4ang *k" a+a ela4anan elanggan.Tak

la enli" !eng8akan teri!a ka"i$ kea+a "e!a i$ak 4ang tela$ !e!)ant enli"

+ala! !en4ele"aikan enli"an !akala$ "i"te! !ana'e!en !t.

Penli" !en4a+ari la*ran ini !a"i$ ter+aat )an4ak kekrangan6 terta!a +ala!

en4"nan la*ran ini. -le$ karena it6 kritik +an "aran 4ang k*n"trkti "angat enli"

$arakan. Ak$ir kata6 "e!*ga !akala$ ini )er!anaat ntk kita "e!a.

0akarta6 Aril 2915

Penli"

iv


5/23

B!B %

PE"0!)/L/!"

%.% Latar Belakang

Kalita" !erakan $al 4ang enting +ala! !eng$a"ilkan "e)a$ r*+k +an 'a"a.

Dengan !e!)erikan kalita" 4ang )aik6 "at er"a$aan +aat !e!)erikan kea"an

kea+a elanggan ata" 'a"a ata r*+k 4ang tela$ +i )at *le$ er"a$aan ter"e)t. Untk

!eng$a"ilkan kalita" r*+k +an 'a"a 4ang )aik6 "etia *rgani"a"i ata er"a$aan enting

ntk !e!iliki "4"te! !ana'e!en !t 4ang )aik6 4ang akan !en'a+i t*lak kr !ana'e!en

kalita" 4ang a+a +ala! "at *rgani"a"i ata er"a$aan ter"e)t.

Si"te! #ana'e!en #t ata IS- /991 !erakan "e)a$ "4"te! 4ang "angat

enting +ala! "e)a$ *rgani"a"i ata er"a$aan +ala! !en'alankan ata !eningkatkan

!t ela4anan ata kiner'a 4ang a+a +ala! "e)a$ *rgani"a"i ter"e)t. Dengan a+an4a

"4"te! 4ang ter"trktr +an "e"ai +engan "tan+ar akan !e!+a$kan +ala! $al enga!)ilan

"e)a$ ket"an ntk !enetakan ke)i'akan +ala! *ragani"a"i ata er"a$aan. Untk

!en8aai "at en8aaian enge!)angan !t 4ang akan !en'a+i target *rgani"a"i +aat

+ianali"i" +engan !eli$at er4"aratan 4ang a+a +ala! IS- /991.

Dala! Penelitian ini 6 !aka akan +ianali"i ter$a+a "4"te! !ana'e!en !t 4ang

*8" a+a elanggan +ala! ela4anan PT. Bank #an+iri T)k. Anali"i" ini +i+a"arkan ntk

!engeta$i )agai!ana ke*k"an er"a$aan +ala! !e!)erikan ela4anan 4ang "e"ai

+engan ke"e"ain elanggan6 +an aaka$ "4"te! 4ang +ignakan tela$ "e"ai +engan IS-

/991:299,. Se$ingga +engan a+an4a anali"i" ini !aka +aat !ereali"a"ikan "4"te! n4ata

4ang "e"ai +engan "tan+ar 4ang a+a +ala! IS- /991:299,.

5


6/23

%.+ 'umusan MasalahPer!"an !a"ala$ +ala! enilitian ini ter*k" a+a )agai!ana "4"te! ela4anan

elanggan 4ang a+a a+a PT. Bank #an+iri T)k aaka$ "+a$ "e"ai +engan IS- /991:299,

ata )el!.

%.3 Tujuan Penelitian

T'an +ari enelitian 4ang +ilakkan )er+a"arkan "e8ara !! a+ala$ ntk

!en4ele"aikan !ata klia$ Si"te! #ana'e!en #t ta$n 291(7295. Se8ara K$"" t'an

enelitian ini 4ait:

1. #engeta$i aaka$ Si"te! !ana'e!en a+a Bank #an+iri a+a )agian ela4anan

"+a$ "e"ai +engan "tan+ar IS- /991:299,6 +an

2. #engeta$i kel$an +ari elanggan tentang ela4anan 4ang +i)erikan *le$ Bank

#an+iri.

%.- Pembatasan Masalah

Untk !e!+a$kan e!)a$a"an !aka +itentkan e!)ata"an !a"ala$ 4ang

akan +i )a$a" a+a er!a"ala$an ini. Pe!)ata"an ter"e)t ter)ata" a+a k*n+i"i

ela4anan 4ang +i)erikan *le$ Bank #an+iri.

%.1 Met5de Penelitian

#et*+e enelitian 4ang +ignakan a+ala$ +engan 8ara enelitian "e8ara

lang"ng +engan !e!e)agikan ki"i*ner a+a enggna 'a"a la4anan )ank !an+iri

ntk !en+aatkan ga!)aran tentang )agai!ana ela4anan 4ang +i)erikan a+a

enggna 'a"a )ank !an+iri.

%.2 Sistematika Penulisan

Se8ara gari" )e"ar6 enelitian akan +i)agi !en'a+i li!a )a)6 4ait:

B!B % PE"0!)/L/!"

Ba) ini )eri"i ga!)aran !engenai latar )elakang !a"ala$6 er!"an !a"ala$6 t'an

enelitian6 e!)ata"an !a"ala$6 !et*+e enelitian +an "i"te!atika enelitian.

B!B && L!"0!S!" TE'&

Ba) ini )eri"i ga!)aran !! !engenai "i"te! !ana'e!en !t6 IS- /991:299,6

kla"l ( "a!ai +engan kla"l , IS- /991:299,6 +an "kalaLikert.

B!B &&& PE"#/MP/L!" 0!" PE"#L!)!" 0!T!

%


7/23

Ba) ini !en'a)arkan tentang ")'ek +an *)'ek enelitian 4ang +i+ala!n4a ter+aat

r*il er"$aan6 kerangka e!ikiran6 "trategi enelitian6 +an eng!lan +an

eng*la$an +ata.

B!B &6 !"!L&S&S M!S!L!)Ba) ini )eri"i tenteng anali"i" !engenai $a"il +ari enilaian eneraan kla"l IS-

/991:299, +an te!an 4ang a+a a+a )agian r*+k"i. Anali"a 4ang +ilakkan

)er+a"arkan a+a ke!ngkinan 'ika a+an4a $al7$al 4ang $ar" +ilakkan agar +aat

!e!)erikan enge!)angan ter$a+a "i"te! !ana'e!en er"a$aan 4ang +i'a+ikan

*)'ek enelitian.

B!B 6 KES&MP/L!" 0!" S!'!"

Ba) ini )eri"i $a"il +ari anali"a !a"ala$ )er+a"arkan eng!lan +an eng*la$an

+ata 4ait ke"i!lan +an "aran.

3


8/23

B!B +

L!"0!S!" TE'&

+.% Sistem Manjemen Mutu

Kata kalita" !e!iliki )an4ak +eini"i 4ang )er)e+a6 +ari 4ang k*nven"i*nal "a!ai

4ang le)i$ "trategik. Pengertian kalita" +itin'a +ari +eini"i k*nven"i*nal a+a

!!n4a !engga!)arkan karakteri"tik lang"ng +ari "at r*+k "eerti: kean+alan6

!+a$ +ala! enggnaan6 +an "e)again4a. Se+angkan engertian kalita" +itin'a +ari

+eini"i "trategi" !en4arankan )a$a kalita" a+ala$ "egala "e"at 4ang !a!

!e!en$i keinginan ata ke)t$an elanggan. Di"a!ing en+aat ter"e)t ara akar

!t tela$ !en8*)a !en+eini"ikan !t "e)agai )erikt :

#enrt 0ran6 kalita" a+ala$ ke8*8*kan enggna r*+k ;fitness for use

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