Improvement Analysis of customer complaints with Total Quality Management method in the food manufacturing Industry

EasyChair Preprint 5120

Abstract

The demands of customers with fast lifestyles affect the growth of food and beverages in the Indonesian industrial sector. Total Quality Management (TQM) is an approach to running a business that is oriented to customer satisfaction by trying to maximize organizational competitiveness through continuous improvement of products, services, people, processes, and the environment. The problem that arises in the food manufacturing industry which is used as a research location is the level of customer complaints during the 2018-2019 period, totaling 179 issues. The target set by the company is 2 complaints per month. This study aims to determine how the strategy for improvement and to know the application of TQM to customer complaints. This type of research is applied research with qualitative data types. The results showed that improvements in human factors can reduce the level of customer complaints. Thus TQM has been effectively applied to the Food Industry in Tangerang.

Keyphrases: Customer complaint, Total Quality Management, human factor

@booklet{EasyChair:5120,
  author    = {Nofitasari Damayanti Karini and Hasbullah Hasbullah},
  title     = {Improvement Analysis of customer complaints with Total Quality Management method in the food manufacturing Industry},
  howpublished = {EasyChair Preprint 5120},
  year      = {EasyChair, 2021}}