Analysis Of The Implementation Of Total Quality Management (TQM) In Improving The Operational Performance Of PT PLN (Persero) UP3 Nias Gunungsitoli

Abstract

This research is motivated by the importance of implementing Total Quality Management (TQM) to improve operational performance, particularly at PT PLN (Persero) UP3 Nias Gunungsitoli, which faces challenges such as power outages, network disruptions, and customer complaints. The study aims to analyze the implementation of TQM in enhancing operational performance and to identify the challenges faced by the company. This study employed a descriptive qualitative method with three purposively selected informants, consisting of key, main, and supporting informants. Data were collected through in-depth interviews, observation, and documentation, and analyzed using Miles and Huberman’s interactive analysis model, which includes data collection, data reduction, data presentation, and conclusion drawing. The findings reveal that the implementation of TQM at PT PLN (Persero) UP3 Nias follows seven key indicators : leadership, employee involvement, customer focus, process approach, continuous improvement, fact-based decision making, and mutually beneficial supplier relationships. This implementation has had a positive impact on service efficiency, system reliability, complaint response, and productivity. However, challenges remain, such as infrastructure limitations, natural disaster-related disruptions, and resistance to change among some employees. The discussion emphasizes that the successful implementation of TQM requires full leadership support, a quality-oriented work culture, and continuous improvement in infrastructure and technology management.