Concept Of Total Quality Management Research Articles

Total Quality Management (TQM) Leads to Sustainable Marketing. A Study on Mama Earth

Total Quality Management (TQM) is a practice which believes in a companywide responsibility towards continuous improvement and maintenance of quality with the cooperation of employees through innovation in product and technology in order to meet changing requirements of the consumers. The concept of TQM has been accepted worldwide these days. By combining quality and sustainability management, organizations make sure that the products and services that are being produced are qualitative and also these have very negligible negative impact on our environment. Also they foster social equity and preserve natural resources for the future generations which are the main aim of sustainability. The main purpose of this paper is to find out the relationship between sustainable HR practice and sustainable marketing practice of Mama Earth by implementing Total Quality management (TQM). This paper provides an insight on how one of the leading personal care brands Mama Earth imbibes the concept Total Quality Management (TQM) as a sustainable HR practice which ultimately leads to the sustainable marketing activities. Mama Earth being a socially responsible product manufacturer is how far implementing TQM in all facets of organization, especially in Marketing the products is the objective of the study. Both secondary and primary data are collected to fulfill the above purpose. The study can further extend by studying the Impact of Sustainable marketing on consumers' loyalty.

The significance of total quality management implementation challenges in service delivery

Background: Many of the total quality management (TQM) implementation challenges substantiated in the literature seem oriented towards various facets, including organisation, management, or clients, casting doubts about the effectiveness of the concept in service delivery. The ever-increasing demand for quality services solicits more attention to the desired performance outcomes that define and reflect more of clients’ needs. Such demand presents quality management concerns for many healthcare organisations targeting service delivery.Aim: The TQM concept gets less logical given the increasing challenges in its implementation for service delivery. This research aimed to determine the significance of such challenges.Setting: Queen ‘Mamohato Memorial Hospital (QMMH), Lesotho.Methods: Based on a questionnaire survey of 297 participants, comprising 98 staff and 199 clients, the study obtains survey data from a 5-year result of TQM implementation attempts at Queen ‘Mamohato Memorial Hospital (QMMH), Lesotho.Results: TQM demonstrates great potential to support service delivery as a strategic approach. The study isolates the management-oriented facet of TQM implementation challenges and finds them considerably influenced by the various TQM components.Conclusion: This study establishes and classifies the TQM implementation challenges in QMMH, which are mostly organization, management, and client-oriented. It further addresses assumptions relating to their classifications. Overall, the result suggests that the significance of the underlying challenges in service delivery is more management-oriented.Contribution: The study provides directions that strengthen the effectiveness of the TQM concept and its implementation. It suggests the capacity-building of a hospital’s management team drives TQM implementation.

The Relationship Between Quality Management and Marketing – Study of the Current Situation

Theoretical background: This paper considers the interdisciplinarity of quality science. In the first part of the work, a set of important disciplines supporting qualitative research was defined, focussing on management science and marketing. It is noticed that the studies have been conducted to examine the relationships among quality management and marketing performance. However, the literature is short of studies relating to the ordering, classification and categorization of current research results, which integrates the concepts of Total Quality Management (TQM) with the basics of marketing management. Purpose of the article: The study used the method of systematic literature review in order to recognize the relationship between the selected area of quality science, i.e. quality management, and the selected discipline supporting quality science, i.e. marketing management. Research methods: A four-stage research process was applied, defining the purpose of the research as the ordering (classification) of the research, in which the issues of TQM and marketing management were referred to. A collection of literature (n = 1,649) was selected using the Web of Science database. Bibliometric analysis was used, indicating the distribution of the number of publications and the analysis of the number of citations. Content related analysis referring to the recognition of occurrences, here working with keywords, was conducted. Main findings: As a result, four clusters were distinguished and taking into account the significance expressed in terms of the number of repetitions of individual words in a given cluster, four thematic areas of research were specified in which the integration of knowledge in the field of marketing with quality management is visible, i.e. (1) customer driven quality management, (2) the quality of design, (3) quality of conformance, and (4) the cost of quality management. The last part of the paper focuses on significant changes in the quality management strategy related to the ongoing Fourth Industrial Revolution and the importance of managing quality in a global, interdisciplinary approach.

Implementation of TQM in The Context of Patient Satisfaction in Various Hospitals in Indonesia

Introduction: The quality of healthcare in Indonesia has become a crucial factor in ensuring the well-being and satisfaction of patients. In the face of complex challenges in organizing and improving the quality of services to meet the increasingly diverse needs of society, patient satisfaction is a key indicator in assessing service quality. Total Quality Management (TQM) has emerged as a promising approach to improving healthcare institutions' efficiency, effectiveness, and patient satisfaction. This review describes the relationship between TQM implementation and patient satisfaction levels in Indonesian healthcare institutions. Method: Using the literature review method, this research systematically summarizes relevant findings, aiming to provide greater insight into the impact of TQM on patient experience. The literature examination included understanding the basic concepts of TQM, its principles, and experiences of its application in the context of healthcare institutions. The literature analysis also focused on previous studies addressing the relationship between TQM implementation and patient satisfaction. Result: Total Quality Management (TQM) implementation significantly improves the quality of healthcare services and, in an indirect context, contributes to improved patient satisfaction. Measures such as active patient participation, effective communication, and a continuous focus on quality improvement have been shown to play a crucial role in increasing patients' positive perceptions of healthcare services. Conclusion: The implications of the results of this study provide direction for further research and contribute to the existing literature on healthcare management and quality improvement.

Quality of Education Services and Community Satisfaction with SDIT Using The Servqual Model

This research develops a model through measuring the quality of educational services towards the competitive excellence of SDIT (Integrated Islamic Primary Schools). This research aims to test the gap scores for each dimension of each SDIT, thus it can determine the right marketing strategy to satisfy and increase the interest of new students’ parents who believe that their children will receive an education at an excellent Islamic Elementary School. The research was using a quantitative approach through respondent description, item validity and reliability, and ServQual model statistical tests. The population in the research was all people who believe in Integrated Islamic Primary School education in Klaten Regency. This research used a purposive sampling technique of 100 respondents. The attributes in the questionnaire were adapted from the ServQual concept which is suitable in the realm of educational research including tangibles, reliability, responsiveness, assurance and empathy. Quantitative tests include validity tests, item reliability and ServQual confirmation tests. The test results of validity and reliability were valid and reliable. The confirmation test score has a positive average value of 60.27 with the lowest positive value in the reliabilities dimension of 28.45, followed by tangibles 34.28, responsiveness 72.58 assurance 88.44 and empathy has the highest value of 127.60. Improvement efforts must continue to be made by the SDIT management with an emphasis on improving the value that still has the lowest positive dimension followed by the next positive value. Increasing the quality of SDIT's educational services by implementing the Total Quality Management concept optimally will lead to increased community satisfaction and strengthened SDIT's competitive performance in the future.

TOTAL QUALITY MANAGEMENT

Total quality management is not a new concept. However, it is widely accepted as the fundamental business issue of the 1990s. Companies have started to realize the potential of TQM as a means of ensuring high quality products and services. With this realization has come implementation in rnanufacturing and service companies. Construction companies, like any other business, must provide a top quality finished product to its customer if it intends to stay in business. TQM is one way to work to that errd. Ihe objective of this paper is to review the concept, definition, importance, principles, and elements of total quality management.

KONTRIBUSI MUTU PENDIDIKAN WILLIAM. EDWARD DEMING DALAM MENGEMBANGKAN KONSEP TOTAL QUALITY MANAGEMENT

Quality assurance or the quality of goods or products and services is an aspect that has always been a benchmark in the industrial world, especially where the level of success of a company can be measured from the products it produces (quality). This measure becomes very important in ensuring customer or consumer satisfaction to always be consistent in using the products or services of a company or educational institution, because educational institutions also offer services. Deming in Nasution explains that quality is conformity to market or consumer needs. Research on the Contribution of Educational Quality William. Edward Deming In developing the concept of Total Quality Management, the writer uses the method of literature or literature review, the aim is to see that the whole as a whole is more important than one part. Because it is hoped that descriptive data can be obtained. The result of this research is the Deming Prize or Deming Prize, to obtain this award the company/institution must register with the Deming Prize committee which then the company will be assessed with several assessment criteria as follows: A) policies and goals; B) its organization and operations; C) education and dissemination; D) collection and dissemination of information and its utilization; E) analysis; F) standardization; G) control; H) quality assurance rights I) influence and J) characterize future plans

ТЕОРЕТИЧНІ ЗАСАДИ ЗАБЕЗПЕЧЕННЯ ЯКОСТІ ПРАЦІ НА ПІДПРИЄМСТВАХ В УМОВАХ ПОВОЄННОГО ВІДРОДЖЕННЯ НАЦІОНАЛЬНОЇ ЕКОНОМІКИ

It is noted that in the context of the reconstruction of the economy of Ukraine and its transformation on a market basis, attention is being paid to the formation of new organizational and economic relations in the field of labor. It has been proven that the issues of ensuring the quality of work, which affect the improvement of the efficiency of personnel management and the competitiveness of enterprises, allow not only to reduce the turnover of personnel, but also to face the problem of shortage of labor resources. It is noted that the current stage of development of the concepts of the quality of working life and decent work requires the use of an interdisciplinary approach and is characterized by the interpenetration of various concepts, the main one of which is the organization of work. It is emphasized that the quality of work at the enterprise is a multifaceted variable and the main criteria of the quality of work of the personnel at the enterprise are defined, namely: decent wages, effective employment, effective social partnership, social protection system, realization of individual values. It is substantiated that the main result of the analysis of the quality of work is the introduction of an effective set of measures to improve the organization of work in the company. The main indicators of the economic efficiency of the set of measures to ensure the quality of work at the enterprise are determined: the growth of labor productivity and the annual economic effect. It has been proven that the system of labor quality indicators should be aimed at solving tasks: ensuring objective measurement of labor efficiency indicators and reflecting the management system's ability to use internal opportunities for its improvement. The criteria for indicators of the quality of work of personnel at the enterprise and the division of the system of indicators for ensuring the quality of work into indicators-results of work efficiency and indicators-possibility of improving the quality of work are substantiated. It has been proven that the development and implementation of the concept of total quality management (TQM) and labor quality management systems adapted to specific conditions into the practice of enterprises will increase the competitiveness of Ukrainian enterprises and promote their effective integration into the European space.

Sustainable development of the company on the basis of soft total quality management

The article is concerned with studying the impact of soft components of total quality management (TQM) on the company’s environmental and social sustainability. The subject of the research is a set of theoretical, methodical and practical recommendations for implementing the concept of total quality management to ensure sustainable development of a company. The purpose of the article is to theoretically substantiate and develop practical recommendations for identifying the impact of soft TQM on the sustainable development of a company. Achievement of this goal is ensured by fulfilling the following interrelated tasks: to summarise the existing soft TQM practices in the research of scientists, to allocate the features of soft TQM functioning in Ukrainian companies and their success in achieving environmental and social sustainability, to develop recommendations for improving the level of environmental and social sustainability of companies through the implementation of soft TQM practices. The research used general scientific and special methods of cognition: structural-logical, systemic and process approaches, the method of generalisation and comparison, questionnaires, methods of correlation and regression analysis, logical method, method of tabular presentation of data, scientific generalisation. The following results have been obtained: having analysed the work of scientists on the research’s subject, the work of the European Foundation for Quality Management, the aspects of TQM that cover the company’s business activities, as well as the problems that are specific to each of them, have been identified. To identify the level of implementation of detailed issues, a questionnaire was developed and completed by the heads of 68 Ukrainian companies between November 2022 and March 2023. It included a Likert scale assessment of each of the soft TQM dimensions (business management system, HR practices, continuously evolving processes, leading procurement procedures, stakeholder identification, and product competitiveness) based on 28 statements. Five hypotheses were proposed based on the literature on the research topic and our own analytical developments. The data obtained in the course of the survey were analysed using correlation and regression analyses. The results show that two practices – business management systems and human resource management practices – are related to environmental sustainability, while only the business management system is related to social sustainability. The article provides recommendations for supporting the sustainable development of the company. Conclusions. The study demonstrates the effectiveness of TQM practices in ensuring the sustainability of a company’s activities. The business management system affects both environmental and social sustainability of the company. Human resource management practices have a positive impact on environmental sustainability, but not on social sustainability, i.e. organisational factors are key to achieving environmental sustainability. Raising awareness of sustainability is the best way to promote the implementation of procedures that contribute to sustainability. Other TQM practices, such as continuously evolving processes, leading procurement procedures, stakeholder identification, and competitive products, do not affect a company’s environmental and social sustainability. The article raises topics for future research: why human resource management practices and continuously evolving processes do not affect sustainability. It is appropriate to deepen the case studies to identify the mechanisms by which TQM practices contribute to both environmental and social sustainability.

Analysis of applicability of tools and techniques in total quality management concepts

The Total Quality Management (TQM) emerged as an evolution of the continuous improvement philosophy, emphasising quality as a fundamental aspect of the business to achieve higher organisational competitiveness. As business environments are characterized by dynamic changes, applying various TQM tools and techniques allows a leading edge in the market. Additionally, TQM tools and techniques serve entrepreneurs to improve the quality of their products or services, focusing on customer satisfaction, employee involvement, and continuous improvement. However, in the lack of knowledge and information, entrepreneurs are often unaware of the available methodologies. Hence, the paper shows, describes and systematises a set of tools and techniques available to all business people and their applicability to TQM concepts such as 8D and Six Sigma. The paper provides practical insights, information, and guidance for entrepreneurs and managers to improve the quality of their products or services, the efficiency of operations, and achieve long-term sustained success.

A Study of the Concept of Total Quality Management (TQM) and Its Practice in Micro Small and Medium Enterprisesrprises (MSMEs)

In the present-day competitive market, the concept of TQM (Total Quality Management) has gathered a lot of importance. For many years, Indian Government is making MSMEs compete with multinational companies both in domestic as well as in export market due to globalization of economy and liberalization of import regulation. But after the liberalization process, this concept has become imperative for very survival of MSMEs. The aim of the research is to study the concept of TQM and the extent MSMEs have understood and implemented TQM practices.

FACTORS OF QUALITY IN THE MANAGEMENT OF THE COMPETITIVENESS OF BUSINESS PROCESSES OF SERVICE ENTERPRISES

Competitiveness is the key to the company's success in the market environment. Therefore, among many tasks of enterprise management, an important place should be reserved to the analysis of the factors that determine its competitiveness. Methodologically this corresponds to the concept of Total Quality Management, which is the basis of quality management in various spheres of economic activity. Therefore, the purpose of the article is to justify the feasibility of using the TQM concept in management of the business processes of a service enterprise. Based on the semantic analysis of the definitions of “service” and “business process”, the influence of quality factors on the perception of the value of services by customers of service enterprises is determined. Taking into account the specifics of the service sector, authors suggest that an important aspect in assessing the value of a service for the client should be the differentiation between: a) the content (purpose of the service to meet certain needs and b) the quality of actions of the service provider. It is emphasized that the consumer value of services largely depends on the way the performer acts in the process of serving the client, and this is what determines the quality of service, which is perceived and evaluated by the client subjectively and cannot be characterized by quantitative parameters. At the same time, in many cases, it can be brought to certain standards described by a set of criteria that correspond to different levels of quality. This simplifies the management of business processes in the service sector by separating their standardized and individualized parts and makes it possible to develop programs for improving the organization of processes and personnel skills. In the context of the tasks of designing competitive BPs in the service sector and implementing the strategic goals of the service enterprise, the principles of TQM were specified and the «quality loop» for the hotel business was designed.

Total Quality Management (TQM) And Its Implementation In Islamic Education Management

This article discusses the concept of Total Quality Management (TQM) and its application in the context of education, specifically Islamic education. TQM is an approach that encompasses two interconnected concepts: the philosophy of continuous improvement and methods such as brainstorming and field analysis to enhance quality. The article explains that TQM is a holistic and systematic approach aimed at achieving long-term excellence in quality, with a focus on customers and a commitment to continuous improvement. The concept of Total Quality Management (TQM) in education addresses aspects such as customer service, participation of all relevant parties, measurement of graduate quality, stakeholder commitment, and continuous improvement. The success of TQM is measured through customer satisfaction levels, both among students and parents. Awareness of individual responsibility and collaboration within the educational community are crucial for the implementation of TQM. In addressing the challenges of Islamic education, this article proposes the application of the TQM approach, which includes important aspects such as customer focus, participation of all relevant parties, evidence-based approach, leadership commitment, and systemic approach. The article provides an in-depth analysis that by applying TQM principles, educational institutions can create an environment focused on continuous improvement, resulting in better educational quality and the development of outstanding human resources. Keywords: Quality Management, Islamic Education, Educational Management

Measuring the readiness level for Kaizen projects: a multi-layer Bayesian decision-making framework

PurposeAcquainting organisations regarding the concepts of Total Quality Management (TQM) and its implementation is one measure that effectively improves their global position and performance. Kaizen is one of the concepts of TQM, which focuses on low-cost organisational transformational methods and often saves consuming significant resources (time, capital, etc.). Using Kaizen in organisational transformation sets efficient guidelines to improve processes agility and leanness and increase manufacturing productivity. Hence, this study aims to identify the key success factors in Kaizen projects and presents a score function that measures the readiness level of organisations to implement Kaizen projects.Design/methodology/approachA literature review first extracts the key success factors in Kaizen projects. Afterwards, the selected factors are screened via the fuzzy Delphi method using expert opinions from the manufacturing sector of an emerging economy. Subsequently, their importance is cross-examined by the Bayesian best–worst Method (BBWM). The BBWM is one of the most recent multiple criteria decision-making (MCDM) methods that lead to stable, dynamic and robust pairwise comparisons. After analysing the weights of the key factors, a score function is designed so that organisations can understand how much they are ready to launch Kaizen projects.FindingsAccording to the findings, “Training and education” and “Employee attitude” played an important role in the success of Kaizen projects. The literature extracted 22 success factors of Kaizen projects, and 10 factors were eliminated through the fuzzy Delphi method. Twelve success factors in Kaizen projects were evaluated and investigated through the BBWM. Matching to this method, “Training and education” and “Employee attitude” weighed 0.119 and 0.112, relatively. Furthermore, “Support from senior management” was the least important factor.Originality/valueTo the best knowledge of the authors, this is the first research in which the success factors of Kaizen projects have been identified and analysed through an integrated multi-layer decision-making framework. Although some studies have investigated the key success factors of Kaizen projects and analysed them through statistical approaches, research that examines the success factors of Kaizen projects through MCDM methods is yet to be reported. Moreover, the score function that measures the level of readiness of each organisation for the successful implementation of Kaizen projects is a unique contribution to this research.

Identify Obstacles in Implementing Total Quality Management Framework in the Ghanaian Construction Sector using Exploring Factors Analysis Technique

The concept of total quality management improves an organization’s performance, but there are several obstacles to its practical application. This study therefore identifies the obstacles to implementing the Total Quality Management (TQM) framework in the Ghanaian construction sector. A survey questionnaire was employed for the study, and the results were based on responses from 536 of 641 questionnaires sent out to the top management in the Ghanaian construction sector. The sample frame for the study was determined from the population made up of one thousand two hundred and eighty-two (1282) small to large-sized (D4K4 to D1K1) good-standing construction firms registered with the Association of Building and Civil Engineering Contractors of Ghana (ABCECG). The data was analysed using the Exploratory Factor Analysis (EFA) technique. Cronbach's alpha was used to measure the reliability of the study instrument. While the Kaiser-Meyer-Olkin and Bartlett's tests of sphericity were employed to assess sampling adequacy and significance. The study identified sixteen obstacles in implementing TQM framework in the Ghanaian construction sector. The five most significant potential obstacles among the sixteen identified obstacles in the ranking were: lack of understanding of TQM; lack of enforcement by the agencies responsible for regulating the application of TQM; inadequate TQM systems; lack of enthusiasm for TQM implementation; and lack of a TQM policy. All sixteen items (obstacles) identified were found to have a high impact on TQM implementation in the Ghanaian construction sector. Hence, understanding these identified obstacles to TQM implementation will enable construction managers to develop more effective strategies for improving TQM implementation in the Ghanaian construction sector. The study contributes to existing literature by using exploratory factor analysis techniques to identify obstacles to total quality management implementation in the Ghanaian construction sector.

The Effect of Total Quality Management on Customer Satisfaction in the Downstream Petroleum Sector in Ghana

Despite the introduction of Total Quality Management (TQM), there is a general observation of customer dissatisfaction surrounding service provision by the companies in the downstream petroleum sector in Ghana. This research sought to assess the impact of TQM on customer satisfaction with regards to the downstream petroleum sector in Ghana. A sample size of 360 respondents, consisting of 290 customers, 60 staffs and 10 management staffs across different companies within Accra was used for the study. The study revealed that successful implementation of TQM has a major and significant impact on customers’ satisfaction. TQM relies of the principle of stakeholder participation and involvement. There was however a shortfall with this principle as it was identified that staff of companies within the industry did not adequately involve themselves in rolling out the TQM concept. The study recommends management of the company to ensure full participation of all. The study revealed that the successful implementation of TQM has a significant effect customer satisfaction. However, the principle of participation and involvement by staff in the quality management chain was found not to be encouraging as staffs have not been adequately involved in rolling out the TQM concept in their companies. The study concludes that management of the companies in the sector should ensure full participation of all employees in the implementation of TQM through effective communication mechanisms to integrate quality disciplines into the culture and quality service activities of the company. Keywords: Total Quality Management, Downstream petroleum sector, Customer service.

Total Quality Management in Education: A Strategic Approach for Continuous Improvement and Success

This article highlights the importance of quality management in the education sector and discusses the necessity of a strategic approach to achieve continuous improvement and success. He states that the education sector operates in a complex and rapidly changing environment today. For this reason, institutions need to adopt a quality-oriented approach in order to maintain their competitive advantage and to offer the best education to their students. At this point, the concept of Total Quality Management (TQM) comes into play. This research highlights the importance of a strategic approach to how TQM can be applied in education. TQM is a management philosophy that encourages the participation of the entire organization and continuous improvement. The article focuses on leadership, customer orientation, continuous improvement, participation and collaboration, data and information management, which are the five basic principles of TQM. The article also presents strategic steps on how TQM can be applied in educational institutions. These include determining the corporate vision, measuring student satisfaction, analyzing and improving processes, ensuring employee participation, and establishing data and information management processes. In conclusion, the article emphasizes the importance of Total Quality Management in education and reveals the necessity of a strategic approach for continuous improvement and success. Educational institutions should adopt the principles of TQM, create a quality-oriented culture and focus on constantly improving themselves. In this way, it will be possible for students to achieve success by offering the best education. Keywords: Total quality management( TQM), strategic approach, education sector

ЕКОЛОГІЧНА СЕРТИФІКАЦІЯ ТЕРИТОРІЙ ПРИРОДНО-ГОСПОДАРСЬКИХ СИСТЕМ ТА ОБʼЄДНАНИХ ГРОМАД: ДІДЖИТАЛІЗАЦІЯ ТА БІЗНЕС-ПРОЦЕСИ ДЛЯ ЦИРКУЛЯРНОЇ ЕКОНОМІКИ

The article reveals the issues of environmental certification of natural and economic territories systems and united communities in the context of digitalization and international business processes for circular economy. There are presented modern business models related to circular economy, such as: «Circular Suppliers»; «Resource Recovery»; «Product Life Extension»; «Sharing Platforms»; «Product as a Service». There has been outlined the strategy and means of implementation which consist in creating appropriate conditions for the development of economy in compliance with the requirements of euro integration, environmentalization, taking into account innovation and investment opportunities of Ukraine on the way to overcome the crisis in the economy, ensuring a unified policy in the field of metrological support, standardization, certification and accreditation. There have been suggested measures for the implementation of ecological certification of the territories of natural and economic systems and united territorial communities and recommendations for the introduction of innovations in the following areas: environmental management, audit, expertise, insurance, licensing, economics of nature use, metrology, standardization, certification, project management etc. There has been analyzed scientific and methodological support which should include legislative and regulatory documents of the Ministry of the Environmental Protection and Natural Resources, the Ministry of Economy of Ukraine, the EU, the WTO, ISO, the concept of TQM (Total Quality Management), the model of the European Foundation for Quality Management (EFQM), strategies and concepts concerning digitalization and environmentalization of the economy; scientific and methodological developments of the UN, FAO, etc. There have been worked out in detail business processes for environmental certification of natural and economic systems territorial communities, there have been presented methodological approaches to improving the system and scheme of certification in Ukraine and worldwide as a tool for implementing the provisions of the circular economy.

Implementation Of Total Quality Management (TQM) In Improving The Quality Of Graduates Through Counseling At SMAN 3 Pasuruan

Total Quality Management (TQM) is currently used at every level of education. The existence of the TQM concept can be applied as an alternative solution for improving the quality of graduates at SMAN 3 Pasuruan. The counselor also plays a very large role in supporting the implementation of TQM in improving the quality of graduates, because it can provide information and motivate students to be able to continue their studies to the tertiary level. The purpose of this research is to determine the implementation of TQM in improving the quality of graduates through guidance and counseling. This research method uses a qualitative method with data collection using the Miles and Huberman approach, namely data presentation, data reduction, inference, and verification. The results of the study state that three elements of TQM can be implemented at SMAN 3 Pasuruan, namely customer focus, continuous process improvement, and total involvement and empowerment. This research is expected to help SMAN 3 Pasuruan in improving the quality of graduates by implementing total quality management and role support as well as counselor.

Requirement analysis and service optimization of multiple category fresh products in online retailing using importance-Kano analysis

Online fresh retailing enriches people's shopping choices and provides convenience to reduce the risk of infection during the pandemic. Online reviews contain consumers' attention, requirements and sentiments, and in-depth analysis of this information has guiding values for service optimization. To better understand this information, a requirement analysis idea based on the attention and sentiment distribution of online reviews was proposed, namely importance-Kano analysis. Seven different customer requirements were found, including express delivery, cost performance, communication, freshness, flavor, specification and packaging. Flavor and freshness are the most concerned attributes, and they and other attributes all influence satisfaction in their unique ways. Consumers care a lot about the shopping experience and product quality and they have a high degree of product involvement in fresh products. Service improvement should be considered as a systematic project, and the influence of competitive environment, category differences and technological development should not be ignored. A service optimization model was developed based on the concept of total quality management, which was constructed by three layers including supply chain, operation management and consumer experience. The systematic analysis is conducive to in-depth understanding of the complexity, systematical and timeliness nature of fresh product operation management.