OPERALIZATION OF MALCOLM BALDRIGE NATIONAL QUALITY AWARD AT PT XYZ TO MEASURE LEADERSHIP AND RESULT CRITERIA

• Main Author: SITI SUNDARI/ 29115209, NOVIANTY
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/29723
• Institution: Institut Teknologi Bandung

PT XYZ as market leader of Processed Cheese need ensure that the customer always receive the good quality products. Based on direct observation and some literatures review, the quality management system is applied to fulfil the customer requirements. Refer to the implemented QMS, leadership have important role to drive the desired target in term of product quality. PT XYZ have attention to apply performance frameworks to control and monitor the process and its result especially for the product quality. PT XYZ is ISO 9001:2015 (Quality Management System – QMS) Certified. It help to guide the organization to achieve its goal, especially for the quality management system of the product by achieving the customer satisfaction. <br /> <br /> Currently leadership role is measured by the external auditor during the ISO 9001:2015 surveillance audit. The audit report related to leadership criteria usually in general statement. In addition, in the QMS internal audit, the leadership criteria is not included to the audit plan. The audit plan only focus on the other criteria that directly to the production process. The audit report related to leadership criteria usually in general statement. Based on site observation, this ISO standard is quite hard to identify the performance quantitatively. <br /> <br /> The alternative solution which is proposed is developing the questionnaire based on Malcolm Baldrige National Quality Award. This framework is chosen due to the similarity to the QMS. The questionnaire can help to reflect the agreement, opinion, or behaviour of the respondents in an easy way. Questionnaire was developed by referring to BEF Leadership and Result criteria and combining with the direct observation to the process within PT XYZ. The Leadership questionnaire consist of 20 (twenty) questions that related of leadership elements that described in the guidance of BEF. Since the organization at PT XYZ have two level reporting, the respondents classified by two groups Group A and Group B. Group A consist of employees that report to Plant Leadership Team while Group B is reporting to middle level such as Supervisor. The respondents will receive one page questionnaire and must answer each questions based on their opinion into 5 scales strongly not disagree / know / understand / motivated , not disagree / know / understand / motivated, Fair, Agree / know/ understand, motivated and strongly agree / know/ understand, motivated. The respondents will be asked about their understanding of organization vison, alignment this vision to the consumer satisfaction, their opinion to the superior until the condition of the work environment. The questionnaire also include 5 (five) questions how is the Result to the consumer satisfaction and safety perspective. <br /> <br /> Most of respondents of Group A are strongly agree that they know about the vision of PT XYZ. In the other hand, lower result are for the understanding of the vision and its alignment to the quality objective. The respondents are agree, shown by the agreement percentage to the question related to organization are 76% and 79%. Group A is more strongly agree to the process of engagement. They felt that they are rewarded, recognized by their direct leader and also have good chance for the personal development. Group B only agree that they got the engagement from their direct leader. A lower score is seen from the Result questionnaire question about the effectiveness and efficiency of process that lead to the consumer satisfaction and continuity of business. Good result shown to the Safety aspect. In 2016 PT XYZ celebrate 10 years without incidents. <br />