PROPOSED DESIGN OF PRACTICAL APPROACH IN IMPLEMENTATION OF MBNQA FOR PERSPECTIVE OF OPERATIONS FOCUS, CASE STUDY IN PT.X

• Main Author: Barada Wahab, D'Lora
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/61077
• Institution: Institut Teknologi Bandung

Septriana Tangkary, Ministry of Communication and Information Technology had reported that Indonesia had experience increased in number of online shopping users up to 78% in 2019, and its keep increase as the pandemic began. This rapid growth creates opportunities and threats for companies to develop strategies and maintain their performance. One tools can be used for asses company’s performance is the Malcolm Baldrige National Quality Award. PT. X as one of e-commerce based in Indonesia which provide platform to connect famers and producers by distributing food products to customers. PT. X cuts the supply chain flow that occurs, improves unfair pricing, and expands the range of their services intending to make people healthier easily. Currently, PT. X has not yet implemented the MBNQA. This research is presented by using a qualitative method. In the process of data collection, this research using interview process with COO of PT. X. The questions asked is based on the 2021-2022 Baldrige Excellence Builder, which focus only for the criteria number 6, operation focus. The answer was assessed using the Baldrige Scoring Guideline. Based in the results of interviews, data interpretation, and data assessment using MBNQA, it was found that PT. X current operation performance are still low. From the total score for category number 6, operation focus, PT. X has only had 46,75 points out of 85 points. For the result, several improvements are needed so the company can improve its performance and increase the score to become World Class Company based on the MBNQA.