72
The figure above shows that that two steps an internal awareness programs is underway and having a defined benchmarket for improvement have the same rate of
respondents’ choice at 21. They are followed by organizing a multi-disciplinary team, with 18 of respondents and identifying quality problems 11, while a further 7
respondent respectively said that assigning capital to the cost of quality and implementing an educational program as the steps taken in their organization’s quality improvement plan.
4.8.10 Quality of ServiceProduct after the Implementation of Quality Improvement Program
Respondents were asked about the quality of productsservice in their organization after the implementation of quality improvement program. Results in general for the
respective companies are shown in the table below.
Table 4.26 The quality of serviceproduct after the implementation of quality improvement
program for the respective contractors Companies
Quality of productservice after implementation of QIP Waskita Karya
Improved Pembangunan
Perumahan Improved, as employees become more creative on innovation and
increase knowledge to improve quality. Wijaya Kusuma
Improved Wijaya Karya
Improved Hutama Karya
Improved Adhi Karya
Improved
The results in general show that all contractors see improvement in their productservice quality after the implementation of quality improvement program. This
implementation enables them to meet their quality goals. Continuous improvement of products quality and process application is seen as the best feature resulted from the
implementation of quality improvement program in these companies. The following figure highlights the level of response from individual respondents
taken part in this research, irrespective of their companies, in relation with their productservice quality after the implementation of quality improvement program.
Fig
of se progr
eithe rema
produ
4.8.1
supp Resu
gure 4.25 Q
The figu ervice and p
ram in their er drasticall
ain the sam uctservice
11 Relation Quality
Respon liers after t
ults in gener
Drasticall improved
7
Quality of se progra
ure above sh product has
r respective ly improve
me, while after implem
ship with C Improvem
ndents were the impleme
ral for the re
ly 7
Remaine same7
erviceprodu am in the co
hows that th improved t
e organizatio d after imp
another 7 mentation.
Customers ment Progra
e asked abo entation of
espective co
e the
7 Cant
sa 7
73
uct after the nstruction i
he majority that after th
on. 7 resp plementatio
7 cannot
and Suppli am
out their com quality imp
ompanies ar
ay
implement industry in S
of responde e implemen
pondents res on of quali
t say abou
iers after th
mpany’s re provement
re shown in
impro 79
tation of qua Semarang.
ents 79 ntation of qu
spectively s ity improve
ut this pro
he Implem
lationship w program in
the table be
ved
ality improv
said that the uality impro
said that qu ement prog
ogram’s ef
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with custom n their organ
elow. vement
e quality ovement
ality has gram, or
ffect on
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74
Table 4.27 The relationship with customers and suppliers after the implementation of
quality improvement program for the respective contractors. Companies
Contractors’ relationship with customers and suppliers Waskita Karya
Improved Pembangunan
Perumahan Improved
Wijaya Kusuma Improved
Wijaya Karya Improved
Hutama Karya Improved
Adhi Karya Improved
The results in general show that all contractors agree that after the implementation of a quality improvement program in their respective organizations, their relationship with
customers and suppliers has improved. This improvement is because implementation of quality programs enables the contractor to set a quality standard for their suppliers to meet
which has resulted in fewer defects from the suppliers. For the customers improvement in quality has made them satisfied with the results of the contractors’ work, hence better
relationship is further cemented. TQM is central in providing excellence for customer satisfation through continuous improvements of pr oducts and processes by the
involvement and dedication of each individual party in the project. The following figure highlights the level of response from individual respondents
taken part in this research, irrespective of their companies, in relation with contractors’ relationship with customers and suppliers after the implementation of quality improvement
program.
Figu
impl and i
relati cann
4.9 C
