The Problem of Statement The Objectives of Study The Scope of Study The Limitation of study The Organization of Thesis

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1.2 The Problem of Statement

When it comes to measuring work process, the construction industry does not a good reputation. The problem, however, can be attributed to the nature of the industry, which lacks solid data gathering and exceptional fluctuation in productivity.

1.3 The Objectives of Study

TQM places emphasis on prevention, not correction. The goal is work that is 100 free of errors, free of accidents, and 100 free of waste. The name of the game is to do things right the first time, eliminating waste and rework. The primary objective of this study will lead to an overall improvement of quality, productivity and the competitiveness of the Semarang construction industry specifically; the aims and objectives of this research project are to: 1. To investigate the knowledge of TQM among the contractors in Semarang. 2. To investigate the adoption and implementation of TQM in the construction industry in Semarang.

1.4 The Scope of Study

This project proposes to investigate the adoption and implementation of TQM in the Semarang construction industry. It is expected that this study was a pioneering nature. For the local construction industry, this project has the potential of demonstrating tangible benefits of using TQM in their organizations. This will fulfill by showing that quality improvement efforts can be quantified, measured, and analyzed - thereby enabling the construction company to continuously improve its products and services to meet and even exceed customer requirements.

1.5 The Limitation of study

This study will focus on the measurement of construction processes for continuous improvement through customer satisfaction to measure the company’s overall performance in the eyes of its customers in construction firms in Semarang city. 4

1.6 The Organization of Thesis

The thesis is logically organized into six 6 chapters and appendices: Chapter one is the introduction and is composed of background, problem of statement, objectives of study, scope of study, and limitation of study. Chapter two compries literature review of all terminologies of TQM, quality eavolution, Analysis of Management characteristics, historical perspective of TQM, critical success factors in TQM, general model for implementing TQM, other quality systems and quality improvement techniques. Chapter three describes in detail the methodology followed in this research study. Chapter four contains the results of questionnaire analysis taken from the respondents contractors’ employees. Chapter five is the discussion of the results of this research. Chapter six contains conclusions of the research and recommendations. 5

CHAPTER II LITERATURE REVIEW