ANALISIS PENERAPAN TOTAL QUALITY MANAGEMENT (TQM) UNTUK MENINGKATKAN KINERJA MANAJERIAL PADA PT. PRUDENTIAL PRUAINI CABANG MEDAN

Abstrak

Abstrak Penelitian ini bertujuan untuk mengetahui dan menganalisis penerapan konsep Total Quality Management (TQM) dalam meningkatkan kinerja manajerial di PT. Prudential Pruaini Cabang Medan. Penelitian ini menggunakan metode kualitatif deskriptif dengan sumber data primer yang diperoleh melalui observasi, wawancara, dan dokumentasi. Hasil penelitian menunjukkan bahwa PT. Prudential Pruaini Cabang Medan telah menerapkan sepuluh unsur utama Total Quality Management (TQM) secara efektif, termasuk fokus pada pelanggan, obsesi terhadap kualitas, pendekatan ilmiah, komitmen jangka panjang, kerja sama tim, perbaikan berkesinambungan, pendidikan dan pelatihan, kebebasan yang terkendali, kesatuan tujuan, serta keterlibatan dan pemberdayaan karyawan. Implementasi Total Quality Management (TQM) ini berdampak positif terhadap peningkatan kualitas Sumber Daya Manusia (SDM), pelayanan kepada nasabah, koordinasi internal, serta pencapaian target kinerja manajerial. Dengan demikian, penerapan Total Quality Management (TQM) menjadi strategi penting dalam meningkatkan daya saing perusahaan di industri asuransi nasional. Abstract This research aims to find out and analyze the application of the concept of Total Quality Management (TQM) in improving managerial performance in PT. Prudential Pruaini Medan Branch. This study uses a descriptive qualitative method with primary data sources obtained through observation, interviews, and documentation. The results of the study show that PT. Prudential Pruaini Medan Branch has effectively implemented the ten key elements of Total Quality Management (TQM), including customer focus, obsession with quality, scientific approach, long-term commitment, teamwork, continuous improvement, education and training, controlled freedom, unity of purpose, and employee engagement and empowerment. The implementation of Total Quality Management (TQM) has a positive impact on improving the quality of Human Resources (HR), service to customers, internal coordination, and the achievement of managerial performance targets. Thus, the implementation of Total Quality Management (TQM) is an important strategy in increasing the competitiveness of companies in the national insurance industry.