Identification of the Importance Level of Managerial Success factors in Model Implementation Using TQM Approach (Case Study: Imah Nini Managerial Performance)

Azmi Abdillah Nasution, Totok Pujianto, Devi Maulida Rahmah

Abstrak


With the city of Bogor’s surge in coffee production,, the number of F&B industries competing with each other has increased. The F&B industry in Bogor experienced significant disruptions during the 2020 pandemic, with many cafes and restaurants forced to close due to declining workforce and customers. Imah Nini is one of the F&B businesses that survived the crisis. To navigate through these challenging times, Imah Nini implemented innovations, including a conceptual shift and hiring a manager who successfully revitalized the business. This manager's efforts in enhancing employee performance and stabilizing internal operations helped Imah Nini bounce back after the pandemic. This study aims to identify the success factors influencing the performance of Imah Nini’s manager through a total quality management approach, rank these success factors in order of importance, and develop a model for their implementation. The research employs the TQM approach with interviews and model validation by selected experts. The findings indicate that the priority of success factors for Imah Nini's manager's performance are: Top management commitment, Benchmarking, continuous innovation and information, Employee involvement, Employee encouragement, Customer focus, Training and education, Quality Information and Performance Management, and Supplier management.

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